Refund and Cancellation Policy

Effective date: 06-09-2026

This policy applies to physical products purchased from https://thepetalaffairs.com, operated by Ruksar Khan, trading as The Petal Affairs.

1. Cancellation Before Shipment

You may cancel an order before it has been shipped, except for fresh flowers and other fresh/perishable gifts covered by Section 2 below. Contact [email protected] or 917275758337 with your order number as soon as possible. We assess eligibility based on the order's actual status when we receive your request and will confirm the outcome.

For an eligible cancellation, we will refund the amount paid for the cancelled order. An unpaid COD order has no payment to refund. For partial cancellations, the refund will reflect the cancelled items and any delivery charges no longer applicable.

2. Fresh Flowers and Other Fresh or Perishable Gifts

For fresh flowers and other fresh/perishable gifts, change-of-mind cancellation is not available once we have begun purchasing materials specifically for your order or preparing the product and have incurred costs. This restriction may apply before shipment because these products have a limited useful life.

If neither order-specific procurement nor preparation involving costs has begun and the order has not shipped, you may request cancellation. This fresh-gift restriction does not remove your remedies if we supply a wrong, damaged, defective or otherwise non-conforming product, or fail to fulfil the order as required by law.

3. Cancellation After Shipment

Once an order has been handed over for shipment, it cannot be cancelled for a change of mind. This does not prevent a valid complaint about delivery failure, damage, the wrong product or another qualifying problem.

4. Change-of-Mind Returns

We do not accept returns or offer refunds simply because you change your mind, no longer need the gift or prefer another design after receiving a product that matches your order.

Minor natural or handcrafted variations are not necessarily defects. However, a substantial mismatch with the description or agreed design will be reviewed as a product issue.

5. Wrong, Damaged, Defective or Missing Products

Contact us if you receive the wrong item, a damaged or defective product, missing items, or a product materially different from what was ordered. You may also contact us about non-delivery or another failure in fulfilling your order.

We will assess the issue and may offer a correction, replacement or another appropriate solution agreed with you. If we cannot provide a suitable solution, we will issue an applicable refund. Where the law entitles you to a return or refund, you will not be required to accept a replacement, store credit or repeated attempts at correction instead.

6. How to Report an Issue

Email [email protected] or contact 917275758337 with your order number, a description of the problem, and clear photographs of the product and packaging where reasonably available.

Please report visible issues promptly, preferably within 48 hours of delivery and, for fresh/perishable gifts, within 24 hours. These requested reporting periods help us investigate product condition; they are not automatic cutoffs for valid claims, including hidden defects or rights available under law.

An unboxing video can assist our review if you have one, but is not compulsory. We will consider other reasonable evidence. Keep the product and packaging where practical until we provide instructions. Do not retain unsafe or spoiled goods if doing so would create a risk; contact us for guidance and document their condition where possible.

7. Return or Collection Arrangements

Do not send a product back without contacting us for the correct instructions. If a return is needed for a verified wrong, damaged or defective product, or another fault in our fulfilment, we will arrange collection or cover reasonable agreed return shipping costs. Depending on the product and issue, particularly for perishable goods, we may resolve the claim without requiring a physical return.

8. Refund Amount and Method

For an approved refund, we will explain the amount and the items or charges covered. If the entire order is unfulfilled or returned because of a qualifying fault, the refund will include the applicable original delivery charges. For an issue affecting only part of an order, we will explain the item refund and any delivery charge adjustment.

Prepaid refunds will be sent to the original payment method through the relevant payment provider wherever possible. For paid COD orders, refunds will be made by bank transfer or UPI using verified details you provide. If refunding the original payment method is technically unavailable, we will agree on an alternative with you. We will not substitute store credit without your agreement.

9. Refund Timeline

After approving a refund and receiving any necessary return or payment details, we will initiate it within 24 hours and notify you.

Once initiated, refunds normally take 7–10 business days to reflect in the original payment account or agreed COD refund account, depending on the bank and payment provider. If the refund has not appeared after that period, contact us with your order number so we can provide the available refund reference and help trace it. Any shorter mandatory timeline under applicable law takes precedence.

10. Orders We Cannot Fulfil and Payment Issues

If we cancel an order because we cannot fulfil it, we will refund the amount paid for the cancelled order or affected portion. If a payment is deducted but no order confirmation is received, or you believe you have paid twice, contact us with the transaction reference so we can check the payment status and arrange the appropriate resolution. Do not share an OTP, PIN or banking password.

11. Consumer Rights and Contact

This policy does not limit rights or remedies available under applicable Indian consumer law. We will acknowledge consumer complaints within 48 hours and redress them within one month of receipt in accordance with applicable requirements.

Business: The Petal Affairs
Address: Mughalsarai
Customer support: [email protected]
Telephone: 917275758337
Privacy and grievance contact: Ruksar Khan
Grievance email: [email protected]