Cancellation & Refund Policy - NikkiFlower

NikkiFlower

NF Gifts Private Limited

CANCELLATION & REFUND POLICY

Effective Date: 7th May 2019 | Last Revised: September 2026

At NikkiFlower, we are committed to delivering joy through fresh flowers, cakes, and thoughtful gifts. Because we deal in two very different types of products - perishable items (flowers, cakes, food based gifts) and non-perishable courier delivered gifts (soft toys, artificial plants, personalised gifts, etc.) - our return and refund terms differ by product category. Please read this policy carefully before placing your order.

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1. Product Categories at NikkiFlower

All products sold on NikkiFlower fall into one of two categories:

The return, refund, and cancellation terms are different for each category. Please refer to the relevant section below based on your product type.

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2. Cancellation Policy

2.1 General Cancellation Rules

• Cancellation requests must be submitted via email to wecare@nikkiflower.com with the subject line "CANCELLATION REQUEST [Order ID]".
• Cancellations via phone or WhatsApp are not valid and will not be processed.
• Your email must include: Order ID, reason for cancellation, and bank/UPI details for refund (if applicable).

2.2 Cancellation Window by Product Type

A cancellation processing charge of 5% to 20% of the order value may apply depending on the product type and processing stage at the time of cancellation request.

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3. Perishable Products: Flowers, Cakes & Food Gifts

3.1 Product Variations

• Flower variety, colour, or arrangement may vary slightly from website images due to seasonal and regional availability, while maintaining equivalent quality and value.
• Cake design, decoration, or finish may vary from the image shown while maintaining the same flavour, weight, and quality standard.
• Minor variations in design or presentation are not eligible for refunds or replacements.

3.2 Substitution Due to Unavailability

3.3 Complaint Window: 1 Hour

To raise a valid complaint, email wecare@nikkiflower.com within 1 hour with:

• Subject line: "COMPLAINT [Order ID]"
• Clear photographs or video of the product as received
• Order ID and delivery date/time

NikkiFlower's decision on perishable product complaints is final and binding. If the complaint is accepted, a replacement or refund (at NikkiFlower's discretion) will be processed. The maximum refund amount shall not exceed the order value paid.

3.4 No Refund Scenarios: Perishable Products

No refund or replacement will be issued for perishable products in the following situations:

• Recipient refuses to accept the delivery for any reason.
• Recipient is unavailable at the time of delivery.
• Incorrect or incomplete delivery address was provided by the Customer.
• Complaint is raised after the 1 hour window.
• Complaint is not accompanied by photographic or video evidence.
• Minor product variation within acceptable quality standards.
• A substitution was made after no reply was received within 30 minutes (see Section 3.2).
• Delivery delayed due to force majeure (weather, bandh, traffic, etc.).

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4. Non-Perishable Courier Gift Items: Return & Refund Policy

4.1 Return Eligibility Conditions

To be eligible for a return, the following conditions must be met:

• Return request is raised within 7 days of delivery.
• The product is unused, unwashed, and in its original condition.
• The product is in its original packaging with all tags, accessories, and documentation intact.
• For damaged or defective items: an unboxing video or clear photographs of the damage must be submitted within 24 hours of delivery.
• Personalised or custom made non-perishable items are not eligible for return unless they arrive damaged or defective.

4.2 How to Initiate a Return

• Email wecare@nikkiflower.com with subject line: "RETURN REQUEST [Order ID]"
• Include: Order ID, reason for return, photographs of the product and packaging, and your preferred refund method.
• Our team will respond within 48 working hours with return instructions.

4.3 Return Method & Cost

• Returns are accepted by courier / mail or at a designated drop-off location as communicated by our support team.
• A pre-paid return label is included in the package for eligible returns - return shipping is free of charge to the Customer.
• Restocking fees: No charge.
• NikkiFlower reserves the right to reject a return if the product is received in a condition that does not meet the eligibility criteria above.

4.4 Replacement / Exchange

• Once a return is approved and the product is received and inspected, a replacement or exchange will be dispatched within 1 to 2 business days.
• Exchanges are subject to product availability. If the original item is unavailable, a refund will be processed.

4.5 Non-Returnable Non-Perishable Items

The following non-perishable items are not eligible for return even within the 7 day window:

• Personalised or custom engraved products (unless defective).
• Products with broken seals or that have been used, altered, or washed.
• Products returned without original packaging or accessories.
• Products damaged due to misuse, improper handling, or accidental damage after delivery.

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5. Refund Process

5.1 Refund Timeline

5.2 Refund Rules

• Refunds are credited to the original mode of payment, unless the Customer agrees to receive the refund as NikkiFlower Cash (see Section 6).
• Refunds will not exceed the original order amount under any circumstances. No interest, compensation, or penalty will be paid additionally.
• For Cash on Delivery orders (where applicable), refunds are processed via bank transfer or UPI once the Customer provides their bank details.
• Refunds are initiated only after verification is completed by our team.

5.3 Excess Payment

In cases of accidental overpayment, the excess amount will be applied toward an upgrade on the same order (for example, an upgraded bouquet or cake tier). Such excess payments are non-refundable as cash.

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6. NikkiFlower Wallet: Refunds and Rewards

NikkiFlower Wallet has two parts: Wallet Balance (rewards earned on purchases) and NikkiFlower Cash (credits that can be issued against eligible refunds). The full wallet rules are in Section 16 of our Terms & Conditions. The points below explain how the wallet works with cancellations and refunds.

6.1 Refund as NikkiFlower Cash

• For an eligible refund, we may offer you the amount as NikkiFlower Cash instead of sending it back to your original payment method.
• Once you accept NikkiFlower Cash or use it on any order, the refund is treated as fully settled. It cannot be converted to cash or bank transfer later.

6.2 Orders Paid Using the Wallet

• If an order was paid fully or partly using Wallet Balance or NikkiFlower Cash, the wallet portion will be returned to your wallet only, not as cash. Only the amount paid through card, UPI, net banking or bank transfer is refunded to that payment method.

6.3 Rewards on Cancelled or Refunded Orders

• Wallet Balance earned on an order will be reversed automatically if that order is cancelled, refunded, or returned.
• If the earned reward has already been used, the same amount may be adjusted from your current wallet balance or from a future refund.

6.4 Wallet Errors

• Wallet credits are not cash and have no cash value. NikkiFlower is not liable for any wallet credit that is missed, wrongly added, or deducted because of a technical error, bug, or system issue.
• If you notice a wallet mismatch, email wecare@nikkiflower.com within 48 hours of the transaction with your Order ID and a screenshot. We will check and correct it if the error is confirmed. Our decision on wallet corrections is final.
• Any credit added to a wallet by mistake can be removed by NikkiFlower at any time.

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7. Quick Refund Eligibility Reference

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8. Governing Law

This policy is governed by the laws of India. Disputes are subject to the exclusive jurisdiction of courts at Dhanbad, Jharkhand. This policy is consistent with our full Terms & Conditions.

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9. Policy Updates

NikkiFlower reserves the right to modify or update this policy at any time without prior notice. The revised policy will be effective from the date of publication on this page. Customers are encouraged to review this page periodically.

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For any queries or assistance, please contact us:
Email: wecare@nikkiflower.com
Phone: +91 80544 19343
Support Hours: 8:00 AM - 11:00 PM, All Days