Refund policy
Refund & Return Policy
Overview
We take pride in the quality of our products and want you to be satisfied with your purchase. Please review our policy carefully, as return eligibility varies depending on the type of item purchased.
Perishable Items (Fresh Edible Flowers)
Due to the perishable nature of fresh edible flowers, all sales are final, and returns are not accepted.
By placing an order, you acknowledge and accept that factors beyond our control—such as shipping delays, carrier handling, or extreme temperatures—may impact perishable items. These conditions do not qualify for returns or refunds.
Product Appearance & Color Variations (Perishable Items)
Product photos are provided for reference only. Due to natural growing conditions, seasonal availability, and the perishable nature of fresh edible flowers, color, shade, and petal patterns may vary from what is shown in photos.
In certain cases, to fulfill your order quantity, we may substitute a different color within the same flower variety. These substitutions do not affect the quality or intended use of the product.
Unless flower colors are explicitly confirmed in writing via email or Instagram direct messages prior to fulfillment, your order may include flowers with different colors or petal patterns than those pictured on our website.
Color variation and natural differences in appearance do not qualify as defects, damages, or grounds for refunds or returns.
Issues With Perishable Orders
If your order arrives damaged or unusable, you must contact us on the day of delivery to be considered for resolution.
To submit a claim:
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Email heirloomacresnotl@gmail.com on the delivery date
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Include clear photos of the product as received
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Provide a brief description of the issue
Claims submitted after the delivery date will not be eligible for store credit or refund.
Refunds for Perishable Items
Refunds are issued only at our discretion and under limited circumstances.
When approved, compensation is typically provided as store credit, applied to the original purchasing account. Original payment method refunds are not guaranteed.
Non-Perishable Items – 30-Day Return Policy
We offer a 30-day return window for eligible non-perishable items. You have 30 days from the date of delivery to request a return.
To be eligible for a return:
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Items must be unused, unworn, and in original condition
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Items must be returned in original packaging, with tags attached
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Proof of purchase is required
To initiate a return, contact us at heirloomacresnotl@gmail.com.
If approved, returns must be sent to:
716 Lakeshore rd, Niagara on the Lake, ON L0S 1J0
Items returned without prior authorization will not be accepted.
Return shipping instructions and a label (if applicable) will be provided after approval.
Damaged, Defective, or Incorrect Items (Non-Perishable, Dried & Pressed Edible Flowers)
Please inspect your order upon delivery. If you receive an item that is damaged, defective, or incorrect, contact us immediately so we can evaluate the issue and determine the appropriate resolution.
Non-Returnable Items
The following items are not eligible for return or refund:
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Perishable goods (including food, flowers, and plants)
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Custom or personalized items
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Sale items
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Gift cards
If you are unsure whether an item is eligible for return, please contact us before placing your order.
Exchanges
We do not offer direct exchanges.
To receive a different item, please return the eligible product (if approved) and place a new order separately. Only Dried and Pressed Edible Flowers eligible for exchange
Refund Processing (Non-Perishable Items)
Once your return is received and inspected, we will notify you of the approval or denial of your refund.
Approved refunds will be issued to the original payment method within 10 business days. Please note that processing times may vary depending on your financial institution.
If more than 15 business days have passed since your refund approval, please contact us at heirloomacresnotl@gmail.com.
Contact Us
If you have any questions about this policy, please contact us at:
heirloomacresnotl@gmail.com