Strict Return & Refund Policy
Effective for confirmed orders: Sankat Mochan Flower Mart deals in fresh, perishable, made-to-order and event-specific products/services. Once an order or booking is confirmed, cancellation and refund are strictly restricted as described below.
1. Fresh Flowers, Garlands, Bouquets & Other Fresh Products
- Confirmed orders are non-cancellable and non-refundable for change of mind, personal reasons, duplicate ordering, delay in pickup, or any other customer preference.
- Fresh/perishable products are generally non-returnable after delivery or store pickup.
- If the customer does not accept delivery or does not collect a prepared store-pickup order, this does not automatically create a refund entitlement.
2. Premium, Custom & Specially Prepared Mala
- Premium, customised, made-to-order or specially prepared malas are strictly non-cancellable and non-refundable after confirmation.
- Requests to change design, colour, size, quantity or other specifications after confirmation may be declined or may require additional charges.
3. Daily / Monthly Flower Plans
- Once a Daily/Monthly Plan is confirmed, the customer cannot cancel the plan merely because they no longer require the products.
- Stopping, skipping or failing to collect a scheduled product does not automatically qualify for a cash refund.
- Amounts already deducted from the Wallet for fulfilled/prepared scheduled items are non-refundable.
- Any unused balance or adjustment will be handled only according to the applicable plan terms and after SM Flora verification.
4. Event Decoration & Event Bookings
- Confirmed event decoration bookings are strictly non-refundable on customer cancellation.
- If flowers, decoration materials, labour, transport or other resources have been purchased, reserved or prepared for the event, those costs remain the customer's responsibility and do not create a refund entitlement.
- Cancellation, postponement, venue change or date change requested by the customer may result in additional charges and/or forfeiture of amounts already paid, as applicable to the confirmed booking.
5. Home Delivery & Store Pickup
- Incorrect address/PIN, customer unavailability, refusal to accept delivery, or failure to collect a prepared pickup order does not automatically qualify for a refund.
- Where Home Delivery is unavailable in an area, the order may be fulfilled through Store Pickup where that option is available.
6. Genuine Product or Service Error by the Store
As a limited exception to this strict policy, if Sankat Mochan Flower Mart itself supplies a materially wrong product, or accepts payment but is unable to fulfil the confirmed order/service because of an error attributable to the store, the SM Flora Service Team may, after verification, provide an appropriate replacement, wallet credit/adjustment, or refund, as applicable to the circumstances.
7. Wallet Refunds & Adjustments
Approved wallet credits, refunds or adjustments will be recorded in the customer's Wallet transaction history. A customer cannot treat Wallet balance as automatically refundable merely because a product, plan or event booking is no longer wanted.
8. How to Raise a Genuine Issue
For a wrong/damaged product or a genuine store-side fulfilment issue, contact us as soon as reasonably possible through the Contact Us page with the order number, registered contact details and supporting photographs where relevant. Each request is subject to verification.
Important: Refunds are not automatic. Every request is reviewed against the confirmed order and this policy. The terms applicable to a specific confirmed order/booking will be communicated where special terms apply. Nothing in this policy is intended to exclude any non-waivable rights or remedies that may apply under applicable law.
