Refund Policy
Our commitment to transparency and fairness in every transaction
At Hexquantlex Labs, we want you to feel confident about your purchase. This policy outlines our refund process for fresh and dried flower compositions. We've designed it to be straightforward and fair for everyone involved.
Understanding Refund Eligibility
Fresh flowers are perishable products, which means timing matters. We carefully prepare each arrangement before delivery, so our refund criteria reflect the unique nature of what we offer.
Product Condition
Items must be in original condition. For fresh arrangements, documented damage upon delivery qualifies for review within 24 hours.
Time Requirements
Refund requests must be submitted within 24 hours of delivery for fresh items, and within 7 days for dried arrangements.
Documentation Needed
Clear photos showing the condition of the arrangement help us process your request faster and more accurately.
How the Refund Process Works
We've kept this process simple. Here's what happens after you contact us about a refund.
Submit Your Request
Contact us via email or phone with your order number and photos. Include details about what went wrong.
Review Period
Our team reviews your case within 48 hours. We examine the documentation and reach out if we need more information.
Decision Communication
You'll receive our decision by email. If approved, we explain the next steps and expected timeline.
Processing
Approved refunds are processed within 5-7 business days back to your original payment method.
Situations We Can Address
Not every issue requires a full refund. Sometimes we can offer alternatives that work better for both parties.
- Wrong arrangement delivered due to our processing error
- Significant damage during transport that affects quality
- Missing components from your order
- Flowers arriving in poor condition due to handling issues
- Major discrepancies between what was ordered and received
Partial Refunds and Alternatives
For minor issues, we often suggest partial refunds or replacement arrangements. This approach usually resolves concerns faster than full refunds and lets us make things right without extended waiting periods.
What We Can't Refund
Being honest about limitations helps set realistic expectations. Some circumstances fall outside our refund scope.
Natural flower variations in color or size aren't grounds for refunds. Flowers are living things, and seasonal availability means slight differences in shade or petal formation can occur. We always use professional judgment to ensure quality, but expecting exact replication isn't realistic with natural materials.
Delivery issues caused by incorrect address information you provided, or if no one was available to receive a scheduled delivery after multiple attempts. Custom arrangements that you approved in consultation also can't be refunded unless there was a clear execution error on our part.
Normal wilting that occurs after the expected freshness period has passed. Fresh flowers typically last 5-7 days with proper care. Issues reported after this timeframe don't qualify for refunds.
Payment Method Details
We process refunds through the same method you used for payment. Credit card refunds appear as credits on your statement. Bank transfers return directly to your account. Cash payments arranged through our Baku location are refunded at our office during business hours.
Third-party payment platforms may have their own processing schedules beyond our control. We initiate the refund immediately upon approval, but the arrival time depends on the platform's internal procedures.
Special Circumstances
Event cancellations work differently. If you need to cancel a large order for a wedding or corporate event, contact us as soon as possible. Cancellations made more than 14 days before the event date receive full refunds. Between 7-14 days, we refund 50% since we've likely already sourced materials. Less than 7 days notice means we can't offer refunds, though we'll work with you on rescheduling when feasible.
Subscription services have separate terms. Monthly flower subscriptions can be paused or cancelled with 5 days notice before the next billing cycle. Mid-cycle cancellations don't generate refunds for that month's delivery, but you won't be charged going forward.