Refund policy
Last updated: October 13, 2026
At Floranza, we want you to be happy with your order. This policy explains how returns, refunds, and cancellations work at Floranza.shop.
Return Window
You can return an item within 30 days of the delivery date. Returns requested after 30 days are not accepted.
Eligible Items
To be eligible for a return, the item must be unused, in its original condition and original packaging, and include all parts that came with it. Items that arrive damaged, defective, or incorrect are always eligible for return within the 30-day window.
Return Shipping Cost
Return shipping is free. You do not pay to send an eligible item back to us. After you contact us, we will email you a prepaid return label or return instructions so that you do not pay for return shipping.
How to Start a Return
- Email support@Floranza.shop or call +1 (305) 922-1184 within 30 days of delivery.
- Tell us your order number and the item you want to return.
- If the item is damaged, defective, or incorrect, please include a clear photo.
- We reply within 24 hours on business days with your return instructions.
- Pack the item securely and send it back as instructed.
Please contact us before sending anything back. Returns sent without contacting us first may be delayed because we cannot match them to your order.
Inspection
When we receive your return, we inspect it and email you to confirm whether it has been approved. If a return does not meet the conditions in this policy, we will tell you the reason by email.
Refunds
Orders are paid by Cash on Delivery, so refunds are not sent to a card. Once your return is approved, you can choose one of these refund options:
- Bank transfer: the refund is sent to your bank account.
- Store credit: the refund amount is added as credit for a future Floranza order.
Your refund is issued within 7 days after we receive and approve your return. You are refunded the full price you paid for the returned item. Shipping on your order was free, so nothing is deducted for shipping, and we do not charge a restocking fee.
For a bank transfer, we will ask you by email for the bank details needed to send the payment. We only ask from support@Floranza.shop, and we never ask for card numbers or passwords. Once we have sent a bank transfer, your bank may need additional time to show the funds, which is outside our control.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us within 30 days of the delivery date by email or phone. Send your order number and a clear photo of the item and its packaging. Return shipping is free, and these items are refunded under this policy.
Exchanges
We do not offer direct exchanges. If you would like a different item, return your original item for a refund and place a new order.
Cancelling an Order
You can cancel your order within 24 hours of placing it, as long as it has not shipped. Contact us by email or phone with your order number. Since no payment has been made before delivery, there is nothing to refund. Once an order has shipped, it can no longer be cancelled, but you can return it after delivery under this policy.
Refused or Undelivered Orders
If you refuse a package or delivery cannot be completed, the package returns to us and your order is cancelled. No payment is collected in that case.
Lost or Missing Orders
If your tracking shows delivered but you did not receive your package, or your order has not arrived within the estimated delivery time, please contact us. See our Shipping & Delivery Policy for delivery timelines.
Changes to This Policy
We may update this policy from time to time. The policy shown on Floranza.shop at the time you place your order applies to that order.
Contact Us
Floranza
256 NE 2nd St, Miami, FL 33132, United States
Email: support@Floranza.shop
Phone: +1 (305) 922-1184
Hours: Monday to Friday, 9:00 AM to 5:00 PM (Eastern Time)
We reply within 24 hours.
The Floranza Team