Refund policy

Last updated: September 21, 2026

Every CHAROZY arrangement is designed by hand, to order, from fresh flowers. Because flowers are perishable they cannot be returned or resold, so instead of a returns process we make you a simple promise: if something is wrong on our side, we will make it right.

1. Returns and exchanges

Fresh flowers, plants and arrangements cannot be returned or exchanged. All sales are final, except as described in this policy.

2. Cancellations and changes

Every arrangement is prepared to order, so orders cannot be cancelled or refunded once they have been placed.

You can still change the delivery details, such as the address, the recipient or the card message, free of charge until the arrangement leaves our boutique. Call us at (929) 752-4444 as soon as you notice a change is needed.

3. Damaged, incorrect or incomplete orders

If your arrangement arrives damaged, is not what you ordered, or is missing an item, contact us within 24 hours of delivery with your order number and a photo of the arrangement as it arrived. Once we confirm the issue, we will deliver a replacement at no cost or, if a replacement is not possible, refund the affected item to your original payment method.

4. Our 3-day freshness guarantee

Our arrangements are guaranteed to stay fresh for 3 days from delivery. If your flowers wilt significantly within that time despite proper care, let us know and we will offer either a one-time replacement of the arrangement or store credit equal to the amount paid for it.

To qualify, the flowers must have been:

  • placed in clean water as soon as they arrived;
  • trimmed at the stems before going into water;
  • kept away from direct sunlight, heat and cold drafts;
  • given fresh water every day.

We may ask for clear photos of the arrangement and a short description of where it was kept. Natural changes, such as blooms opening fully or colors deepening, are part of a fresh arrangement's life and are not defects.

5. Seasonal substitutions

Flowers are seasonal. If a particular bloom, color or container is unavailable, our florist may substitute an item of equal or higher value while keeping the style, palette and size of the design. A substitution made this way is not a reason for a refund.

6. Delivery problems

  • If we are unable to deliver an order that was placed with correct details, and we cannot agree on another delivery time with you, we will refund the order in full.
  • If an order is placed for an address outside our delivery area, we will contact you. If we cannot agree on an alternative, we will cancel the order and refund it in full.
  • Orders are not refundable when delivery fails because of an incorrect or incomplete address or phone number, because the recipient cannot be reached, or because the recipient refuses the delivery. In these cases we will contact you to arrange re-delivery (a re-delivery fee may apply) or collection from our boutique. See our Shipping policy for details.

7. Event decor and custom work

Event decor, installations and custom floral designs are created for a specific date and cannot be resold. For this work:

  • deposits are non-refundable;
  • changes must be requested at least 72 hours before the event;
  • once production has started, the order cannot be cancelled or refunded.

Where your written event proposal or agreement sets different terms, those terms apply.

8. How refunds and store credit are issued

Approved refunds are made to the original payment method. Depending on your bank, they usually appear within 5 to 10 business days. Store credit is sent to you by email, can be used toward any future order, and cannot be exchanged for cash.

9. How to reach us

Email charozyflowers@gmail.com or call (929) 752-4444 (daily, 10 AM to 10 PM Eastern Time). Please include your order number and, for quality concerns, photos. Our boutique is at 1625 Jerome Ave, Brooklyn, NY 11235.

Nothing in this policy limits any rights you have under applicable consumer protection law.