Last updated: September 17, 2026
Flowers are perishable natural products and every Serendib Petals bouquet is prepared for a confirmed order. This policy explains when a cancellation, replacement or refund may be available.
1. Cancellations and changes
You may request a cancellation or change only before we begin preparing the bouquet. Once flower preparation, cutting or arrangement has started, the order cannot normally be cancelled because the flowers and materials have been allocated to that order.
Contact us immediately on WhatsApp at +94 77 335 5141. A request is not accepted until our team confirms it.
2. Damaged, incorrect or materially different orders
If the bouquet arrives damaged, is the wrong product, or is materially different from the confirmed order, contact us within four hours of delivery. Provide the order number and clear photographs or video showing the bouquet, packaging and issue.
We will review the claim. When approved, Serendib Petals may provide an appropriate replacement or refund depending on the circumstances, flower availability and the nature of the problem.
3. Natural variations and exclusions
Minor variation in flower shade, size, shape, bloom stage, arrangement or wrapping does not by itself qualify for a refund because flowers are natural and bouquets are handcrafted. Claims may also be declined when the issue results from:
- Incorrect or incomplete delivery information.
- Recipient unavailability or restricted access.
- Damage after successful delivery, improper handling or failure to follow flower-care guidance.
- A preference change after preparation started.
- A custom detail not confirmed by our team.
4. Delivery issues
If an order is not delivered because of an error by Serendib Petals, contact us promptly so we can investigate and arrange an appropriate solution. Delays caused by severe weather, road conditions, incorrect information, recipient unavailability or circumstances outside our reasonable control are assessed case by case.
5. Refund processing
Approved refunds will be arranged using an agreed payment method. Processing time may vary depending on the bank or payment service. We will communicate the relevant details after approving the claim.
6. Contact
Serendib Petals
Sujeewa, Naranwalathenna, Keppetipola, Sri Lanka
Email: hello@serendibpetals.com
WhatsApp: +94 77 335 5141