Return Policy

Our Satisfaction Guarantee

At Khythranyzchul, we take great pride in the quality of our floral arrangements and are committed to ensuring your complete satisfaction. We understand that flowers are often purchased for significant moments, and we want every arrangement to meet your expectations.

Due to the perishable nature of fresh flowers, our return and refund policy is designed to address quality concerns promptly while ensuring fair treatment for all parties involved.

Quality Concerns

If you are not satisfied with the quality of your floral arrangement upon delivery or pickup, please contact us within 24 hours of receipt. We will work with you to resolve the issue in one of the following ways:

• Replacement of the arrangement at no additional cost
• Partial refund if the issue cannot be fully resolved
• Full refund in cases of significant quality failure
• Store credit for future purchases

To initiate a quality claim, please provide photographs of the arrangement showing the issue, along with your order number and a description of the problem. This helps us assess the situation quickly and respond appropriately.

Delivery Issues

We make every effort to deliver your flowers on time and in good condition. However, circumstances beyond our control may occasionally affect delivery. Our policy for delivery-related issues is as follows:

Late Delivery

If your delivery arrives after the requested delivery window, please contact us immediately. Depending on the circumstances and impact, we may offer:

• Partial refund of the delivery fee
• Discount on future orders
• Replacement arrangement if the delay caused significant deterioration

Non-Delivery

If your order is not delivered at all due to an error on our part, you are entitled to a full refund or a replacement arrangement at the next available opportunity. If non-delivery was due to incorrect address information provided by the customer, we will attempt redelivery at an additional cost.

Recipient Unavailable

If the recipient is not available to receive the delivery, our delivery team will attempt to leave the arrangement in a safe location or with a neighbor when possible. If the arrangement cannot be delivered, we will contact you to arrange an alternative delivery time. Additional delivery attempts may incur extra charges.

Cancellation Policy

Standard Orders

Standard floral arrangements may be cancelled with a full refund if the cancellation is made at least 48 hours before the scheduled delivery or pickup date. Cancellations made within 48 hours of delivery may be subject to a cancellation fee of up to 50% of the order value, as materials may have already been purchased and preparation begun.

Wedding and Event Orders

Due to the extensive planning and preparation involved in wedding and event floristry, the following cancellation terms apply:

• Cancellation more than 30 days before the event: Full refund minus any non-refundable deposits
• Cancellation 15-30 days before the event: 50% refund of the total order value
• Cancellation 7-14 days before the event: 25% refund of the total order value
• Cancellation less than 7 days before the event: No refund available

These terms may be adjusted based on individual service agreements signed at the time of booking.

Custom Orders

Custom arrangements that have been specifically designed and prepared according to your specifications may not be eligible for cancellation or refund once preparation has begun. We will communicate clearly about the point at which your custom order becomes non-refundable.

Substitution Policy

Due to the seasonal nature of flowers and occasional supply variations, we may need to substitute certain flowers in your arrangement. Our substitution policy ensures that:

• Substitutions will be of equal or greater value
• The overall style and color palette will be maintained
• You will be notified in advance if significant substitutions are necessary
• You may request specific flowers not to be substituted when placing your order

If you are not satisfied with a substitution that was made, please contact us within 24 hours of delivery to discuss alternatives.

Refund Process

When a refund is approved, the following process applies:

• Refunds will be processed to the original payment method
• Credit card refunds typically appear within 5-10 business days
• Store credit is issued immediately and never expires
• Cash refunds require pickup at our studio location

You will receive email confirmation when your refund has been processed.

Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Consultation fees (often applied as credit toward services booked)
• Rush delivery charges
• Custom containers or vases that have been personalized
• Flowers or arrangements that have been altered by the recipient
• Orders where the recipient refused delivery without cause

Damaged Items

If your floral arrangement arrives damaged, please document the damage with photographs before handling the arrangement further. Contact us immediately with your order number and photos. We will arrange for a replacement or refund based on the extent of the damage.

Please note that some settling and rearrangement may occur during transport. Minor adjustments that can be easily corrected by the recipient are considered normal and do not constitute damage.

How to Contact Us

To request a return, refund, or to report any issues with your order, please contact us using one of the following methods:

• Phone: +1 919 833 2233 (Monday-Friday, 9 AM - 6 PM; Saturday, 10 AM - 4 PM)
• Email: touch@khythranyzchul.world
• In person at our studio: 227 Fayetteville St, Ste 301, Raleigh, NC 27601

When contacting us, please have your order number ready and be prepared to describe the issue in detail. Quick communication helps us resolve problems faster and ensures your satisfaction.

Changes to This Policy

We reserve the right to modify this return policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of your purchase will apply to that transaction.

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