Our Ecuador Direct Roses team strives to deliver you the highest quality of flowers & roses, and also give you an exceptional service. As you know flowers are perishable, there may be instances where things don't go as planned. However, we are here to assist you in resolving any issues that may arise. Please understand that due to the nature of flowers, returns are not accepted.

*Note that we are unable to offer credits for product or shipping delays caused by the courier.

We want to ensure your satisfaction, and therefore, refunds or credits for goods purchased are only provided in specific circumstances:

1. If the wrong item was delivered
2. If your flowers arrive in poor condition; we will ask you to follow the steps, on how to process credits. If we don't have enough information about your quality issue, we won´t be able to proceed with the credit or refund.
3. If your order is never delivered.

In these cases, we may offer a replacement or provide you with promotional credit.

How to process credits?

STEP #1: Quality claims must be done within 24-48 hours after receiving the order.

STEP #2: Take good-quality pictures of the barcode in every bunch/bundle & also a picture of the number of the damaged stems.

STEP #2: E-mail us at: customercare@ecuadordirectroses.com with a brief explanation of the quality issue found & attach all the necessary pictures.

NOTE: *Refunds/Credits will be processed according to the number of stems damaged shown in the pictures you send us.

Please note that all requests regarding quality issues may take 5-7 business days to be answered and processed. 

If you haven't received a refund yet, please first check your bank account and then contact your credit card company. It may take some time for the refund to be officially posted. If you've taken these steps and the refund still doesn't appear in your account after 72 hours, please don't hesitate to contact us.

Cancellation Policy

When your order is placed with Ecuador Direct Roses, at that time we reserve the specific flowers for your order. This applies whether they are for immediate harvest and shipping, a pre-book or an order made in advance with the shipping date in 40 days or more. These flowers are immediately tagged and removed from our inventory availability list. If your order is placed and confirmed for shipping 40 days or more in advance, a 50% in-house credit will be issued to your account for future purchases. If the order is placed and confirmed for shipping in less than 40 days, no refund or in-house credit will be issued. 

If the customer requests cancellation after they place an order, any amount of money refunded will be dealt a penalty of 9-15% of the value paid. (It depends on the bank fee)

Once your order has shipped, we can not accept any cancellation, even if it is within a 24-hour cancellation period.