Returns Policy and Quality Guarantee

Last updated: October 15, 2025

At Floral by Susana Campos, our greatest commitment is to the quality of our products and the satisfaction of our customers. We understand the importance of every arrangement we send. Due to the perishable nature of flowers and plants, we do not accept returns. However, we have established the following policy to ensure that any issues are resolved fairly and efficiently.

1. Quality and Freshness Guarantee

We guarantee that all our floral arrangements are made with the freshest, highest-quality flowers and are handled with the utmost care until delivery.

2. Issues with Your Order (Damage or Quality)

If you are not satisfied with the quality of your arrangement or if the product arrived damaged, please follow these steps:

Notification Deadline: You must contact us within 6 hours of delivery. We will not be able to process claims received after this time.

Evidence Required: To process your claim, you must send an email to info@floralbysusanacampos.com attaching the following:

Your order number.

A detailed description of the problem.

Clear photographs showing the condition of the product and the specific issue.

This visual evidence is necessary for our team to evaluate the case and offer you an appropriate solution.

3. Resolution Options

Once we have received and verified the information, and if we determine that the problem is the responsibility of Floral by Susana Campos, we will offer you one of the following solutions at our discretion:

Product Replacement: We will send a new arrangement of equal or greater value on the next available date.

Store Credit: We will issue a store credit for the full value of your purchase for you to use on a future order.

Refund: In specific cases, we may offer a partial or full refund to the original payment method. Please note that refunds may take 5 to 10 business days to appear in your account.

4. Flower Substitutions

We reserve the right to substitute flowers or plants when necessary due to seasonal availability. We guarantee that any substitution will be of equal or greater value and that the style, theme, and color palette of the arrangement you selected will be maintained.

5. Cases Not Covered by the Guarantee

This policy does not cover the following:

  • Damage caused by incorrect or incomplete delivery information provided by the customer.

    Quality issues reported after the 48-hour deadline.

    Products that could not be delivered because the recipient refused to accept them.

    Product deterioration due to environmental conditions at the delivery address after successful delivery (e.g., leaving flowers in direct sunlight).

    6. Contact

    To initiate any claim process or if you have any questions about our policy, please contact us exclusively via:

    Email: info@floralbysusanacampos.com