Cancellation and Refund Policy
At Mahua, every order is thoughtfully prepared with fresh flowers and gifts curated specifically for you. Cancellation and refund eligibility depends on the stage of your order and the nature of the product.
1. Order Cancellation
• Orders may be cancelled at least 12 hours before the scheduled delivery time for a full refund.
• Cancellations made within 12 hours of the scheduled delivery time cannot be accepted and will not be eligible for a refund.
• Once an order has been prepared, customised, or fresh flowers have been curated specifically for the order, cancellation may no longer be possible, even if the 12-hour window has not elapsed.
• Same-day and urgent orders, once confirmed, cannot be cancelled.
2. Perishable & Floral Products
Fresh flowers and other perishable products are prepared specifically for each order and therefore cannot be returned or exchanged once the order has been prepared or delivered.
Flower varieties, colours or specific blooms may occasionally be unavailable. In such cases, Mahua may make a suitable substitution of equal or greater value while maintaining the overall look, colour palette and sentiment of the arrangement.
3. Non-Perishable Products
Non-perishable products may be eligible for return if they are:
• Unused and unopened
• In their original condition
• In their original packaging
• Not personalised or customised
Return requests must be raised within 24 hours of delivery.
Personalised, customised or specially curated products are not eligible for return unless they arrive damaged or are incorrect.
4. Damaged, Incorrect or Incomplete Orders
If your order arrives damaged, an incorrect product is delivered, or an item is missing from your order, please contact us within 24 hours of delivery.
Please share your order details along with clear photographs/videos of the product and packaging so our team can assess the issue.
Depending on the nature of the issue, Mahua may offer a replacement, missing-item dispatch, store credit or refund.
5. Delivery Issues
Mahua is not responsible for failed delivery caused by:
• An incorrect or incomplete address provided by the customer
• The recipient being unavailable or refusing to accept the order
• Incorrect contact details provided at the time of ordering
• Any instructions that prevent successful delivery
In such cases, the order will not be eligible for a refund.
6. Delivery Charges
Delivery charges, if applicable, are non-refundable once the order has been dispatched or a delivery attempt has been made.
7. Refunds
Where a refund is approved, it will be processed to the original payment method, unless otherwise communicated.
Refunds will generally be processed within 7 working days of the cancellation or approval of the return/refund.
The time taken for the amount to reflect in your account may vary depending on your bank or payment provider.
8. Refund Eligibility
Mahua reserves the right to assess each return or refund request based on the condition of the product, the nature of the order and the circumstances of the request.
Our team will review the information and communicate the applicable resolution.
9. Contact Us
For cancellation, return or refund-related queries, please contact us with your order number and registered contact details.
10. Governing Law & Jurisdiction
This policy shall be governed by and construed in accordance with the laws of India. Any disputes arising in connection with this policy shall be subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra.
