Return, Refund & Replacement Policy

Last Updated: August 18, 2026

At Oceania Flowers & Gifts, we want every order to arrive fresh, beautiful, and as expected. Because many of our products are fresh, perishable, personalized, or prepared specifically for an individual order, our return process differs from that of traditional retail products.

This Return, Refund & Replacement Policy applies to eligible purchases made through oceaniamall.com.

Fresh flowers, floral arrangements, plants, and other perishable products generally cannot be physically returned after delivery.

If your flowers arrive damaged, significantly wilted, incorrect, or otherwise materially below reasonable quality expectations, please contact us as soon as possible after delivery.

Depending on the circumstances, we may offer:

• A replacement arrangement
• Redelivery
• Partial refund
• Full refund
• Store credit
• Another appropriate resolution

Eligibility will depend on the circumstances of the order and applicable law.

If there is a problem with an order, please contact Oceania Flowers & Gifts preferably within 24 hours of delivery for fresh or perishable products.

Please provide:

• Order number
• Purchaser's name
• Recipient's name
• Description of the problem
• Clear photographs of the product, where appropriate
• Any relevant delivery information

Prompt notification helps us evaluate problems involving fresh flowers while their condition can still be reasonably assessed.

Failure to contact us within 24 hours does not automatically eliminate any rights you may have under applicable law.

If flowers arrive materially damaged, excessively wilted, broken, or otherwise unsuitable at the time of delivery, please contact us promptly.

We may request photographs showing the condition of the arrangement.

After reviewing the issue, we may provide an appropriate replacement, refund, credit, or other resolution.

Normal characteristics of fresh flowers—including natural variations in size, shape, color, bloom stage, and foliage—are not considered defects.

If you receive the wrong product or an arrangement that materially differs from your confirmed order, please contact us.

Depending on the circumstances, we may:

• Correct the order
• Arrange redelivery
• Replace the affected product
• Issue an appropriate refund or credit

Minor differences resulting from seasonal flower availability or reasonable substitutions are generally not considered incorrect orders.

Flowers are seasonal agricultural products, and specific varieties or colors may occasionally be unavailable.

When necessary, we may substitute flowers or decorative components with products of comparable style, quality, color palette, and value.

We aim to maintain the overall appearance and character of the arrangement.

A reasonable substitution of equal or greater value does not ordinarily qualify for a refund solely because the exact flower variety shown online was unavailable.

Where a particular vase, basket, box, planter, or container becomes unavailable, we may substitute a comparable container of similar style and value.

If the specific container is a material feature of the product and no reasonably comparable substitute is available, we may contact the customer where practical.

Certain non-perishable gift products may be eligible for return if they are:

• Unused
• Unopened where applicable
• In their original condition
• In their original packaging
• Returned within the applicable return period

Unless a different period is displayed for a particular product, please contact us within 14 days of delivery regarding a return of an eligible non-perishable item.

Do not return an item without first contacting us for instructions.

Products created specifically for an individual customer generally cannot be returned simply because the customer changes their mind.

This may include:

• Custom floral arrangements
• Personalized gifts
• Engraved products
• Customized messages or designs
• Products containing customer-supplied photographs
• Special-order items

This restriction does not apply where a product is defective, damaged, materially incorrect, or where applicable law requires otherwise.

Please carefully review gift-card messages before submitting your order.

If an error was entered by the customer and the order has already been prepared or dispatched, we may be unable to replace or modify the message.

If Oceania Flowers & Gifts introduces an error that materially changes the message provided by the customer, please contact us so we can determine an appropriate resolution.

If you need to cancel an order, contact us as soon as possible.

An order may generally be cancelled for a full refund if cancellation is received before preparation has begun.

Once we have:

• Started preparing the arrangement
• Purchased special flowers specifically for the order
• Personalized a product
• Dispatched the order
• Begun delivery

cancellation may no longer be possible.

Same-day orders may enter preparation shortly after they are submitted and therefore have a particularly limited cancellation window.

If you need to change:

• Recipient
• Delivery address
• Delivery date
• Delivery instructions
• Gift message
• Product selection

contact us as soon as possible.

We will make reasonable efforts to accommodate changes before preparation or dispatch, but we cannot guarantee that every requested change will be possible.

Additional charges may apply if the requested change increases the order or delivery cost.

Customers are responsible for providing accurate delivery information.

This includes:

• Recipient name
• Street address
• Apartment or unit number
• ZIP/postal code
• Telephone number
• Access instructions

If delivery fails because incorrect or incomplete information was supplied, the order may not qualify for a full refund.

Where redelivery is possible, an additional delivery charge may apply.

We will consider the individual circumstances when determining the appropriate resolution.

If the recipient is unavailable, the delivery provider may, where reasonable and appropriate:

• Contact the recipient
• Contact the purchaser
• Leave the arrangement in a safe location
• Leave it with an authorized person
• Attempt redelivery
• Return the order

The appropriate action depends on weather, location, product type, property access, delivery instructions, and other circumstances.

An order successfully delivered according to reasonable delivery instructions generally will not qualify for a refund solely because the recipient was not present at the time of delivery.

If a recipient refuses an order for reasons unrelated to product quality or an error by Oceania Flowers & Gifts, a refund may not be available for fresh, customized, or perishable products.

We will review exceptional circumstances individually.

We make reasonable efforts to deliver orders on the requested date and within applicable delivery windows.

A refund is not automatically due merely because delivery occurred later than an estimated time window.

However, if a significant delay materially defeats the purpose of a time-sensitive order and was within our reasonable control, please contact us so we can review the circumstances.

Delivery may occasionally be delayed because of circumstances outside our reasonable control, including:

• Severe weather
• Flooding
• Snowstorms
• Hurricanes
• Wildfires
• Road closures
• Transportation disruptions
• Natural disasters
• Government restrictions
• Emergency conditions

Where appropriate, we may offer rescheduling, redelivery, credit, refund, or another reasonable solution depending on the circumstances.

Deliveries to hospitals, hotels, schools, funeral homes, offices, nursing facilities, military facilities, and similar locations may be subject to the facility's own policies.

If a facility refuses or restricts delivery, we will attempt to contact the purchaser or recipient where reasonably possible.

Refund eligibility will depend on whether the circumstances were within our reasonable control and whether the order can be redirected or redelivered.

Approved refunds will generally be returned to the original payment method whenever possible.

Processing times vary depending on:

• Payment provider
• Card issuer
• Bank
• Payment method

Although we may initiate a refund promptly after approval, it may take several business days for the financial institution to display the funds in your account.

A partial refund may be appropriate where only part of an order was affected.

For example, if an arrangement was delivered correctly but an additional gift item was missing, the refund may apply only to the missing item.

We will determine an appropriate resolution based on the specific circumstances.

Whether delivery charges are refundable depends on the reason for the refund.

If the entire order is refunded because of an error attributable to Oceania Flowers & Gifts, applicable delivery charges may also be refunded.

Delivery charges generally may not be refundable where delivery was successfully completed but the customer later seeks to return an eligible non-perishable product.

Refunds for products purchased using a promotional discount will generally be based on the actual amount paid, not the product's undiscounted retail price.

Coupons and promotional discounts generally do not have separate cash value.

Where gift cards or store credit are offered, purchases made using them may ordinarily be refunded back to the applicable gift-card or store-credit balance.

Gift cards generally cannot be exchanged for cash except where required by applicable law.

We encourage customers to contact Oceania Flowers & Gifts before initiating a payment dispute so that we have an opportunity to investigate and resolve the issue.

Submitting a chargeback does not guarantee a refund.

We may provide relevant transaction, order, communication, delivery, and fulfillment records to the applicable payment provider when responding to a payment dispute.

Nothing in this section limits any lawful right to dispute an unauthorized or otherwise legitimately disputable transaction.

We reserve the right, where permitted by law, to decline fraudulent or abusive refund requests.

Examples may include:

• Falsified damage claims
• Altered photographs
• Repeated fraudulent claims
• False non-delivery claims
• Payment fraud
• Abuse of promotional offers

We may restrict accounts associated with confirmed fraudulent activity.

To request assistance with an order, contact Oceania Flowers & Gifts through the customer-service contact information published on our Website.

Please include:

Order Number:
Purchaser Name:
Recipient Name:
Delivery Date:
Reason for Request:
Requested Resolution:
Photographs (if applicable):

Providing complete information may help us investigate your request more quickly.

Nothing in this policy is intended to exclude, restrict, or waive consumer rights that cannot legally be excluded or waived.

Where applicable consumer-protection law provides you with rights greater than those described in this policy, the applicable legal requirements will prevail.

Oceania Flowers & Gifts may update this Return, Refund & Replacement Policy periodically.

Changes may reflect:

• New products
• New delivery services
• Operational changes
• Payment-provider requirements
• Legal or regulatory developments

The current version will be published on our Website with its latest revision date.

For questions, cancellations, replacements, refunds, or problems with an order, contact:

Oceania Flowers & Gifts
Website: oceaniamall.com
Customer Service: Use the current email address, telephone number, or contact form displayed on our Website.

Customer-service hours: Refer to the current business hours published on the Website.