Return Policy
Thank you for shopping with Brokeragefortuna. We want you to be completely satisfied with your purchase. This Return Policy outlines our guidelines for returns, exchanges, and refunds.
Freshness Guarantee
We guarantee the freshness of our floral arrangements for 7 days from the delivery date. If you're not completely satisfied with the quality or freshness of your flowers within this period, please contact us, and we'll replace your arrangement at no additional cost or provide a full refund.
To make a claim under our freshness guarantee, you must:
- Contact us within 7 days of receiving your order
- Provide photos showing the condition of the flowers
- Include your order number and delivery date
Returns & Exchanges
Floral Arrangements
Due to the perishable nature of our products, we do not accept returns of floral arrangements. However, we offer the following solutions if you're not satisfied:
- Quality Issues: If you receive damaged or significantly wilted flowers, contact us within 24 hours of delivery with photos, and we'll provide a replacement or refund.
- Incorrect Items: If you receive incorrect items or if your arrangement significantly differs from what was advertised, contact us within 24 hours for resolution.
- Late Delivery: If your order is delivered after the confirmed delivery date and time (except for circumstances beyond our control), you may be eligible for a full or partial refund.
Non-Perishable Items
For non-perishable items such as vases, plant pots, and accessories:
- You may return unused items in their original packaging within 30 days of delivery
- Items must be in new, unused condition with all original tags and packaging
- Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product
Subscription Services
Cancellations
You may cancel your subscription at any time through your account settings or by contacting our customer service. Cancellations must be received at least 3 business days before your next scheduled delivery to avoid being charged for that delivery.
Subscription Refunds
For subscription services:
- If you're not satisfied with a subscription delivery, contact us within 7 days to request a replacement or credit toward your next delivery
- If you cancel your subscription after being charged for an upcoming delivery but before it ships, we'll issue a full refund
- No refunds are issued for past deliveries
Gift Cards
Gift cards are non-refundable and cannot be exchanged for cash. Gift cards do not expire and can be used for any purchase on our website or in our physical store.
How to Request a Return or Refund
To request a return, exchange, or refund:
- Contact our customer service at info@brokeragefortuna.world or +64 27 589 7485
- Provide your order number, delivery date, and reason for your return or refund request
- Include clear photos if your request is related to quality issues
- Our team will review your request and respond within 2 business days
Refund Processing
Once your return is received and inspected, we'll process your refund as follows:
- Refunds are issued to the original payment method
- Processing time for refunds is typically 5-10 business days, depending on your payment provider
- You'll receive an email notification when your refund has been processed
Exceptions
The following items and situations are not eligible for returns or refunds:
- Custom or personalized arrangements
- Seasonal or special event arrangements after the event date
- Items damaged due to customer mishandling or failure to follow care instructions
- Delivery issues caused by incorrect address information provided by the customer
- Delays or delivery failures due to severe weather, natural disasters, or other circumstances beyond our control
Contact Us
If you have any questions about our Return Policy, please contact us at:
Brokeragefortuna
Christchurch Art Gallery Te Puna o Waiwhetū
Worcester Boulevard & Montreal Street
Christchurch 8013
New Zealand
Email: info@brokeragefortuna.world
Phone: +64 27 589 7485