Refund policy

Refunds

Effective: 2026-05-18. Floral Lab — a woman-owned floral and event design studio operating across the Las Vegas Valley.

1. Retail Orders (Flowers & Arrangements)

Floral Lab takes pride in the quality and freshness of our flowers. If, within 48 hours of delivery or pickup, the flowers wilt or deteriorate due to a quality issue on our part, we will offer a replacement or a refund, at our discretion.

To request a replacement or refund, customers must contact us within this 48-hour window and may be asked to provide photos as proof of the issue.

Please note:

  • We do not offer refunds or replacements after 48 hours from delivery or pickup.
  • We are not responsible for flower deterioration caused by improper care, including but not limited to lack of water, exposure to extreme temperatures, or failure to follow care instructions provided by Floral Lab.

To start a refund or replacement, email mail@floral-lab.com or call 702-771-1770. Approved refunds are issued to the original payment method and typically post within 5–10 business days.

2. Event Orders

Deposits are non-refundable. Cancellation and refund terms for events will be outlined in your individual contract.

3. Substitutions

Floral Lab arrangements are designed and hand-built per order. If a specific bloom is out of season, sold out from our daily supply, or fails our quality bar on the morning of delivery, we will substitute it with a stem of equal or greater value, in the same palette and style. Substitutions do not constitute a defect and are not eligible for refund.

4. Delivery-Related Issues

You are responsible for providing the correct delivery address, recipient name, contact phone, and any access information (gate codes, suite numbers, front-desk instructions) at checkout. We are not responsible for failed deliveries caused by inaccurate or incomplete address information. Re-delivery requests due to missing information may incur a re-delivery fee, calculated by distance and order size. See our Delivery Information page for full delivery terms.

5. Non-Refundable Items

The following are non-refundable:

  • Event deposits (see Section 2)
  • Custom designs built to a specific request after the design has been approved and started
  • Workshop tickets (rescheduling permitted with 48+ hours notice; no refund within 48 hours of class start)
  • Gift cards
  • Orders flagged as quality issues outside the 48-hour window

6. How to Contact Us

For any refund, replacement, or quality concern:

We respond to refund inquiries within one business day. We take floral quality seriously and we want to make every customer right.