RETURNS AND REFUNDS POLICY FOR BLOOMS AND BALLOONS

Last updated: 04 March 2026

 

1. INTRODUCTION

At Blooms and Balloons, we want you to be completely satisfied with your purchase. This Returns and Refunds Policy explains your rights under the South African Consumer Protection Act (CPA) and the process for returning items or requesting refunds .

Please read this policy carefully before placing an order on our website (www.bloomsandballoons.co.za).

 

2. YOUR RIGHTS UNDER THE CONSUMER PROTECTION ACT

The Consumer Protection Act gives you specific rights when you purchase goods from us. These include:

 

3. IMPORTANT INFORMATION ABOUT FLOWERS AND BALLOONS

Due to the nature of our products, please note the following:

• Fresh flowers are perishable goods and require special handling

• Balloons are delicate items that can be affected by temperature and handling

• Personalised balloon arrangements are made specifically for you

These factors affect your return rights as explained below.

 

4. COOLING-OFF PERIOD (CANCELLATION BEFORE DELIVERY)

Because you are purchasing online (direct marketing), the CPA gives you a 5-business-day cooling-off period.

Important: If your order has already been dispatched or prepared for delivery, we may not be able to cancel it. We will inform you if this is the case.

 

5. RETURNS FOR DEFECTIVE OR FAULTY GOODS

If you receive flowers or balloons that are defective, damaged, or not of merchantable quality, you are entitled to a return under the CPA.

5.1 What Qualifies as Defective

• Flowers that arrive wilted, brown, or clearly not fresh

• Balloons that arrive deflated or with visible defects

• Arrangements that are significantly different from what you ordered

• Items damaged during delivery

5.2 What Does NOT Qualify as Defective

• Normal wilting of flowers after 3-5 days (flowers are perishable)

• Balloon helium loss after several days (gradual deflation is normal)

• Minor variations in flower colours due to seasonal availability

• Damage caused by improper handling after delivery

 

6. RETURNS FOR GOODS THAT DO NOT MATCH DESCRIPTION

If the product you received does not match the description on our website or what you agreed to, you may return it.

 

7. RETURNS IF YOU SIMPLY CHANGE YOUR MIND

Because our products are perishable or made to order, we generally do not accept returns if you simply change your mind after receiving the goods.

 

8. PROCESS FOR RETURNS AND REFUNDS

Step 1: Contact Us Immediately

• Email us at admin@bloomsandballoons.co.za within 24 hours of delivery

• Include:

  • Your order number

  • Photos clearly showing the issue

  • A brief description of the problem

• Phone: +27 82 293 0432, for urgent issues

Step 2: We Will Assess Your Request

• We will respond within 2 business days

• We may ask for additional information or photos

• We will confirm whether your return is approved

Step 3: Return Instructions (If Applicable)

• If approved, we will provide instructions for returning the item

• For defective goods, we will arrange collection at our cost

• For other approved returns, we will advise on shipping method

Step 4: Refund or Replacement

• Refunds will be processed within 15 business days of receiving the returned goods or our approval (whichever comes first)

• Refunds will be issued via the original payment method

• Replacements will be dispatched within 5 business days

 

9. REFUND TIMEFRAMES

Please note: Your bank or payment provider may take additional time to credit your account.

 

10. DELIVERY ISSUES

10.1 Late Delivery

• Flowers and balloons are time-sensitive purchases

• If your order is delivered significantly late and the items are no longer suitable, please contact us immediately

• We will assess on a case-by-case basis

10.2 Wrong Address

• Please ensure your delivery address is correct at checkout

• If you provide an incorrect address, we may not be able to refund or replace the order

• If the courier returns the items to us, we will contact you to arrange redelivery at an additional cost

10.3 Failed Delivery Attempts

• If the courier attempts delivery but no one is available to accept the order, the items may be returned to us

• Perishable items cannot be held for redelivery

• Please ensure someone is available at the delivery address during your chosen delivery window

 

11. CANCELLATIONS

11.1 Cancelling Before Dispatch

You may cancel your order before it is dispatched by:

• Emailing admin@bloomsandballoons.co.za

• Including your order number and cancellation request

We will process a full refund within 15 business days.

11.2 Cancelling After Dispatch

If your order has already been dispatched:

• We may not be able to cancel it

• If delivery is refused, the items may be returned to us

• Perishable items cannot be restocked or refunded once dispatched

11.3 Cancelling Custom/Personalised Orders

Custom balloon arrangements with personalised text cannot be cancelled once production has begun. We will inform you when production starts.

 

12. NON-RETURNABLE ITEMS

Under the CPA, certain goods are exempt from return if you simply change your mind. These include :

• Perishable goods (fresh flowers, plants)

• Custom-made goods (personalised balloons, custom arrangements)

• Goods that have been unsealed or used (balloons inflated and displayed)

• Gift vouchers

 

13. GIFTS

If you received an item as a gift and it is defective or not as described:

• Please contact us with the order number (if known) or the gift giver’s name and delivery date

• We will process the refund or replacement to the original purchaser

• We cannot provide cash refunds to gift recipients

 

14. PRICE CORRECTIONS

We take care to ensure all prices on our website are correct. However, if an item is priced incorrectly:

• We will contact you before processing your order

• You may choose to proceed at the corrected price or cancel for a full refund

• We are not obliged to supply items at an incorrect price

 

15. CONTACT INFORMATION

For all returns, refunds, or cancellation inquiries:

Blooms and Balloons

Please include your order number in all correspondence.