Overview
At LENARA BELLE LIMITED, we are committed to providing you with the freshest, highest-quality flowers and a seamless shopping experience. If you are not completely satisfied with your purchase, we are here to help. Please review our refund and return policy below.
1. Eligibility for Returns and Refunds
We understand that flowers are perishable items, and while we strive for perfection, there may be occasions when the product does not meet your expectations. You may be eligible for a refund or replacement under the following conditions:
– The flowers arrive damaged, wilted, or not as described.
– You receive the wrong order (incorrect flower type or color).
– The order was delivered late for time-sensitive events (e.g., weddings, anniversaries), and the delay was caused by us.
2. Conditions for Return or Refund
To qualify for a refund or replacement, the following conditions must be met:
– The complaint must be lodged within 24 hours of the delivery.
– Clear multiple photos of the delivered flowers must be provided as evidence of the issue.
3. Non-Refundable Items
Certain circumstances do not qualify for a return or refund:
– Change of Mind: Flowers are prepared and arranged specifically for your order, so we cannot offer refunds for change-of-mind returns.
– Delayed Delivery Due to Recipient Unavailability: If the delivery address is incorrect or the recipient is unavailable at the delivery location, we cannot offer a refund.
– Minor Color and Size Variations: Flowers are natural products and may vary slightly in color, size, or appearance from the photos on our website. Such variations are not grounds for a refund.
4. How to Request a Refund or Replacement
To request a refund or replacement, please follow these steps:
– Contact our Customer Service team within 24 hours of delivery by email at sales@lenarabelle.com or by phone at +254722300707
– Provide your order number, photos of the product and a detailed explanation of the issue.
– Our team will review your request and respond within 1-2 business days.
5. Refund Process
If your refund request is approved, we will:
– Process the refund to your original method of payment within 5-7 business days.
– If you prefer, we can also offer a store credit that can be applied to future purchases.
6. Replacement
If you would like a replacement for the product rather than a refund, we are happy to offer the same. Please contact our customer service team, and we will arrange for a replacement to be delivered as soon as possible.
7. Late or Missing Refunds
If you haven’t received your refund after the designated processing time, please:
– Check your bank or credit card statement, as processing times may vary.
– Contact your bank or credit card company, as there may be a delay in posting the refund.
– If you still have not received your refund, please contact us at [email address].
8. Cancellation Policy
– Orders can be canceled with a full refund if the request is made at least 24 hours before the scheduled delivery.
– For same-day or next-day deliveries, cancellations may not be possible once the order has been processed or shipped.
9. Gifts and Third-Party Orders
If you received flowers as a gift and are not satisfied with the product, please contact us directly. We can offer a replacement or store credit, but refunds will only be made to the original purchaser.
10. Customer Satisfaction Guarantee
Your satisfaction is our top priority. If for any reason you are unhappy with your purchase, please do not hesitate to reach out to us. We will do our best to resolve any issues promptly and to your satisfaction.
If you have any questions or need further assistance, please contact our customer service team at sales@lenarabelle.com or +254722300707. We appreciate your business and look forward to making your experience with LENARA BELLE LIMITED a positive one.