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Refund policy

Returns, Refunds & CPA Policy

Important Notice – Fragile & High-Risk Items

Due to the fragile and seasonal nature of certain products, Glass, Crystal, Oasis, Silk Flowers, Décor Items, Easter Items, Christmas Items, Sale Items, and Special Orders are excluded from returns unless the goods are defective, damaged in transit, or incorrectly supplied, in accordance with the Consumer Protection Act (CPA).

Right to Return – Change of Mind (CPA Section 20)

  • Eligible goods may be returned within 14 days of delivery.
  • Goods must be unused, in original condition, and in original packaging.
  • Proof of purchase is required (online order confirmation or order number).
  • A 10% handling fee may be charged for change-of-mind returns, as permitted by the CPA.
  • Return shipping costs for change-of-mind returns are the customer’s responsibility.

Non-Returnable Goods

The following goods are not eligible for change-of-mind returns due to fragility, seasonal use, or special procurement:

  • Glass and crystal items
  • Oasis and floral accessories
  • Silk flowers and décor items
  • Easter and Christmas items
  • Sale items
  • Special orders

This exclusion does not apply where goods are defective, damaged in transit, or incorrectly supplied.

Inspection on Delivery – Fragile Items

Customers must inspect fragile items immediately upon delivery.

Any visible damage or breakage caused during courier transit must be reported within 48 hours of delivery, together with clear photographic evidence of:

  • the damaged item,
  • the internal and external packaging, and
  • the courier label.

This 48-hour requirement applies only to visible courier damage and does not limit the customer’s statutory rights under the CPA to return defective or incorrectly supplied goods within 14 days.

Defective, Incorrect, or Courier-Damaged Goods (CPA Sections 20 & 56)

If goods are defective, damaged in transit, or not as ordered, the customer may return them within 14 days of delivery.

The customer may choose:

  • a full refund, or
  • a replacement.

No handling fee will apply, and all reasonable return or collection costs will be covered by us.

We reserve the right to request return of the goods or, where appropriate, disposal supported by photographic evidence.

Refund Processing

  • All returned goods are inspected upon receipt.
  • Approved refunds will be processed to the original method of payment within a reasonable period.
  • Original shipping costs are non-refundable, except where goods are defective or damaged in transit.

Exchanges

Exchanges are only offered where goods are defective, damaged in transit, or incorrectly supplied.
Please contact info@grandiflora.co.za for authorisation before returning any item.

Gifts

  • Gift items returned with valid proof of purchase will receive a gift credit.
  • Refunds for non-gift items will be issued to the original purchaser.

Returns Address

All authorised returns must be sent to:
3 Marjorie Street, City Deep, Johannesburg, Gauteng, 2049, South Africa

Contact

For returns or CPA-related queries:
📧 info@grandiflora.co.za