Refund policy

Thanks for shopping with DodoMarket Flowers & Gifts! By placing an order on this website or when dealing with our customer support team, you agree to the following terms and conditions.

ORDER ACCEPTANCE POLICY

All orders received are subject to acceptance by DodoMarket and we reserve the right to reject any order without giving reasons.

ORDER CHANGES POLICY

If you wish to change your order, please contact us via WhatsApp or Email. We will always do our best to make last-minute changes, but we can only guarantee changes (including to the delivery address and card message) requested at least 24 hours before dispatch. During exceptionally busy seasons like Christmas, New Year, Valentine’s Day and Mother’s Day, we cannot guarantee to accept order changes within 96 hours of the intended delivery date.

ORDER CANCELLATION POLICY

Orders can normally be cancelled up to 48 hours before the intended shipment/delivery date. During exceptionally busy seasons like Christmas, New Year, Valentine’s Day and Mother’s Day, we cannot guarantee to accept cancellations within 96 hours of the intended delivery date.

Perishables & made-to-order items. Once preparation has commenced (including baking, arranging or customisation) or the order has been dispatched/attempted for delivery, the order is no longer cancellable.

Refund method & store credit. Where we issue a refund or remedy, we may provide it as store credit or by another method at our reasonable discretion, except where a specific refund method is required by applicable law.

RETURNS, COMPLAINTS & QUALITY POLICY

Perishable items (flowers, bouquets, plants, cakes, food gifts). Due to their perishable and bespoke nature, we do not accept returns and we do not issue refunds for perishable items once delivered or attempted for delivery. Our sole remedies for verified quality defects are (at our discretion) replacement or store credit.

Report window for perishable items. Any issue with a perishable order (e.g., freshness, damage in transit, material non-conformity) must be reported immediately and no later than 1 (one) hour after delivery/attempted delivery. Reports received after this window cannot be investigated reliably and will not be eligible for remedy.

Evidence & information required. To assess claims we require, within the above window: (i) clear photos of the product from multiple angles (including close-ups of the concern), (ii) a photo of the outer packaging and delivery label, (iii) the order number and delivery time/location, and (iv) where applicable, a short description of handling/storage after receipt. Please contact us via WhatsApp or Email with this information.

Consumption, use, or improper storage. Once any perishable item has been used, partially consumed, cut, or otherwise altered/tampered with, or if not kept according to standard care guidance (e.g., re-cutting stems and hydrating flowers; refrigerating cakes promptly), no remedy will be available.

Non-perishable items. Issues with non-perishable items must be reported within 24 (twenty-four) hours of delivery. Returns (when authorised) must be unused, in original packaging, and handed over for return within 24 hours of our authorisation. Unless the return is due to our error (wrong item or verified defect), the customer is responsible for return shipping/collection costs. Remedies are limited to replacement or store credit; refunds are not provided except where required by law. We may require the item to be returned/collected for inspection before approving any remedy.

Handmade & design variations; substitutions. Product photos are provided for reference only to illustrate the overall style, palette, and size tier and are not binding. Because designs are handmade and materials are seasonal, reasonable variations in colour palette, bloom stage, stem count, wrapping/packaging, decorative elements, vessel, and proportions may occur. To ensure freshness and timely delivery, our florists may substitute components (including flowers, foliage, containers, ribbons, or accessories) without prior notice while maintaining the intended look, theme, and colour intent. Such reasonable variations and substitutions do not constitute a defect, misrepresentation, or grounds for a refund where the product aligns with the order’s stated occasion, style, size tier, and price.

Proof of delivery & risk transfer. Delivery to the address provided (including hand-off to a receptionist/concierge/guard or placement in an authorised safe location) together with our time-stamped delivery evidence (e.g., driver photo, GPS/telematics data, or signed receipt) constitutes fulfilment and transfer of risk.

Attempted delivery & re-attempt surcharge. An attempted delivery occurs when we arrive at the address provided within the delivery window but (i) delivery is refused, or (ii) the recipient is unavailable/unreachable and our driver is unable to complete a hand-off to a receptionist/concierge/guard or to place the goods in an authorised safe location. In such circumstances, taking into account the perishable nature of the goods, we will use reasonable efforts to preserve the goods and arrange a re-attempt within a reasonable time; a re-attempted delivery surcharge will apply and must be paid prior to re-dispatch. We cannot guarantee product condition following a failed delivery caused by unavailability/refusal; any deterioration attributable to delay, ambient conditions or other factors beyond our control will not qualify for a refund or replacement. Orders that are refused, or that cannot be completed due to incorrect/incomplete addresses supplied by the customer, are not eligible for refunds or replacements.

Allergen & dietary responsibility (edible items). We rely on information provided by our partner bakeries and suppliers; specifications may change without notice and cross-contamination can occur. Please review the product packaging/labels at receipt and verify allergens/dietary restrictions before consumption. No remedy is available for reactions arising from undisclosed allergies or preferences.

Fraudulent or abusive claims. We investigate all claims and may refuse service, withhold remedies, or block future orders where misuse is identified. By placing an order, you agree to provide us a reasonable opportunity to resolve any issue before initiating a chargeback. We reserve the right to contest chargebacks using delivery and quality evidence.

Your legal rights. Nothing in this policy limits rights that cannot be excluded under applicable consumer protection laws. Where a remedy is required by law, we will provide it.

COUPONS / GIFT CARDS

We only allow one coupon/gift card to be used per order. The coupon discount will be applied to the product cost and not the delivery charges.

FLOWER AVAILABILITY & SUBSTITUTION

Our florists may make reasonable substitutions to ensure the freshest, most seasonal blooms and timely delivery. Product photos are provided for reference only to illustrate general style, palette and size tier; specific varieties, colours, stems, wrapping, containers and decorative elements may vary without notice. Such substitutions and variations do not constitute a defect or misrepresentation where the overall style and occasion of the design are maintained.

Please also see “Handmade & design variations; substitutions” above.

NOTE ON HANDMADE CREATIONS

Many of our creations (including floral designs and artisan gifts) are handmade in limited quantities and each piece is unique. Reasonable variations in colour, shading, texture, shape and proportions are inherent and do not constitute a defect. For handmade non-perishable items, the Non-perishable items rules above apply; for handmade perishable items, the Perishable items rules apply.