Refund policy

Effective Date: 12/10/2025

By placing an order, booking a service, or reserving a workshop with PlantBox, you acknowledge and agree to this Refund, Cancellation & Custom Order Policy, together with PlantBox's Terms & Conditions, Service Agreement, Shipping Policy, and any product- or service-specific terms presented at checkout.

PlantBox provides custom, time-based services and made-to-order products that require advance scheduling, reserved studio capacity, professional labor, materials, and work performed specifically for each customer.

Payments compensate PlantBox for services performed, materials purchased or allocated, and production capacity reserved for the order. Custom services are not contingent upon subjective satisfaction or an exact visual outcome except where PlantBox has expressly agreed in writing to a specific result.

1. Definition of Custom Orders

A custom order includes, but is not limited to:

• Bouquet preservation;
• Flower pressing, drying, preservation, restoration, or related botanical services;
• Framed preserved-flower artwork;
• Memorial flower preservation;
• Flower replication;
• Any order involving flowers, invitations, ribbons, accessories, botanical materials, or other objects supplied by the customer;
• Any made-to-order artwork or product created according to a customer's selections or requests; and
• Any other customized floral or preservation service offered by PlantBox.

Custom orders are created for a specific customer and generally cannot be resold or repurposed.

2. Reserved Capacity & Production Start Date

Beginning 5 business days before the customer's scheduled bouquet drop-off date, the reserved appointment and associated production capacity are considered committed to the order. Cancellations during this period may be eligible for a refund of up to 70%, as provided in Section 12.

For bouquet preservation and related custom services, production begins when PlantBox receives the customer's bouquet, flowers, or other customer-provided materials. Once the customer's materials have been received:

• The order is considered in production;
• Preservation, handling, preparation, and other professional services may begin immediately or according to PlantBox's production schedule;
• Customer-specific labor, materials, and studio resources are actively committed to the project; and
• The customer may request in writing that PlantBox discontinue further work; however, any available refund will be determined according to the applicable project phase and the Cancellation & Maximum Refund Schedule.

For clarity, production is not limited to final assembly or the point at which flowers are permanently secured into a frame. Intake, handling, preservation, preparation, design planning, design work, and other customer-specific services are all components of production.

3. Nature of the Service

Bouquet preservation is both a professional service and a custom physical product.

The customer's payment compensates PlantBox for work performed throughout the project, including work performed before completion of the final framed piece.

Phase 1 — Intake & Preparation

Services may include:

• Reserving production capacity;
• Reviewing order information and customer selections;
• Email communication regarding drop-off and project details;
• Receiving and documenting customer-provided materials;
• Initial assessment and handling of flowers;
• Preparing flowers for preservation; and
• Administrative and project-management work. 

Phase 2 — Preservation

Services may include:

• Drying, pressing, or otherwise preserving flowers;
• Monitoring flowers during preservation;
• Processing different flower varieties according to their physical characteristics;
• Selecting usable preserved material;
• Reconstruction or preparation of flowers where appropriate; and
• Professional labor associated with preservation.

Phase 3 — Design

Services may include:

• Reviewing the customer's selected design direction;
• Evaluating the preserved flowers available;
• Developing a composition;
• Physically arranging and rearranging preserved material;
• Creating and photographing a design draft;
• Presenting the draft to the customer;
• Reviewing customer feedback; and
• Completing any included or purchased revision work.

Phase 4 — Completion

Services may include:

• Final design approval;
• Securing or adhering preserved materials;
• Frame assembly;
• Quality review;
• Packaging; and
• Shipping or preparation for pickup.

4. Cancellation & Maximum Refund Schedule

When Cancellation Is Received/	Maximum Refund
More than 5 business days before scheduled bouquet drop-off	Up to 80%
5 business days or fewer before scheduled bouquet drop-off, but before PlantBox receives the flowers	Up to 70%
Phase 1 has begun — Intake & Preparation	Up to 60%
Phase 2 has begun — Preservation	Up to 40%
Phase 3 has begun — Design	Up to 15%
Phase 4 has begun — Finalizing the Frame	0%

The applicable refund tier is determined by the most advanced phase of work that PlantBox has begun or completed at the time the written cancellation request is received. Once work has progressed into the next phase, the maximum refund associated with that phase applies.

Refund percentages represent the maximum amount that may be refunded, not a guaranteed refund amount. The actual refund may be lower where PlantBox has already incurred non-recoverable costs, including payment-processing fees, specially purchased materials, shipping costs, outside services, or other customer-specific expenses.

5. Natural Variation & Preservation Outcomes

Flowers are natural materials and do not preserve with perfectly predictable results.

Preservation may cause changes including, but not limited to:

• Color changes;
• Browning, yellowing, darkening, or fading;
• Changes in translucency;
• Shrinkage;
• Flattening;
• Curling;
• Petal loss;
• Changes in texture;
• Changes in shape;
• Separation or fragility of botanical material; and
• Differences between individual flowers of the same variety.

Some flowers may not survive preservation in usable condition.

These characteristics are inherent to botanical preservation and are not considered defects, damage, or failure to perform the service.

PlantBox does not guarantee that every flower received will be suitable for inclusion in the finished piece unless expressly agreed otherwise in writing.

6. Design Styles Are Directions, Not Templates

Images displayed on PlantBox's website, social media, portfolio, design guides, or customer examples are intended to demonstrate general design styles, approaches, and aesthetic directions.

Reference images are not templates and do not guarantee that another bouquet can or will produce an identical or substantially identical composition.

Every finished design depends upon factors including:

• Flower varieties;
• Number of flowers;
• Flower sizes;
• Stem and foliage structure;
• Shape and visual weight of individual flowers;
• Preservation results;
• Amount of usable preserved material;
• Selected frame size;
• Available design space;
• Customer-requested inclusions; and
• Customer aesthetic preferences.

Selecting a design style indicates a preferred general design direction, not a guaranteed replication of any specific portfolio image.

7. Customer Design Preferences

PlantBox cannot anticipate subjective aesthetic preferences that have not been communicated. Preferences that become apparent after viewing a design draft are part of the design and revision process and do not constitute a defect in the original design.

All revision requests must be specific, actionable, and reasonably feasible. Customers are responsible for reviewing and following PlantBox's Revision Policy when submitting revision requests.

If a revision request is unclear, subjective, unactionable, or cannot reasonably be implemented, PlantBox will refer the customer back to the Revision Policy and provide one opportunity to clarify or replace the request with a feasible, actionable request.

If the customer is unable or unwilling to provide an actionable revision request after this opportunity, or the requested changes otherwise cannot reasonably be completed within the purchased scope, PlantBox may terminate the project in accordance with Section 13, PlantBox-Initiated Project Termination.

8. Design Drafts & Complimentary Revision

Unless otherwise stated in the applicable product listing, a custom preservation order includes:

1. One initial design draft; and
2. One complimentary round of revisions.

A revision round consists of the customer submitting one consolidated set of requested changes and PlantBox implementing those requests to the extent reasonably possible.

Customers are responsible for reviewing the draft carefully and submitting all requested changes together and as specifically as possible.

Examples of revision requests may include:

• Moving particular flowers;
• Making certain flowers more or less prominent;
  
• Adjusting negative space;
• Redistributing foliage or filler;
• Changing orientation where feasible; or
• Removing or adding available preserved material.

The complimentary revision does not include unlimited design exploration, multiple alternative compositions, or repeated redesign while the customer determines their preferred aesthetic.

9. Additional Revisions & Design Exploration

After the complimentary revision has been completed, further design work may require an additional revision fee.

Additional design work includes, but is not limited to:

• A new set of requested changes;
• Reversing previously requested changes;
• Requesting another composition after seeing a completed revision;
• Exploring multiple alternative layouts;
• Returning to an earlier design after additional design work has been performed;
• Changing the selected design style;
• Introducing new aesthetic requirements;
• Requesting additional mockups;
• Requesting repeated placement changes; or
• Continuing to explore preferences after the included revision has been completed.

A customer's dissatisfaction with the result of a revision that accurately reflects the customer's requested changes does not automatically entitle the customer to an additional complimentary revision.

PlantBox may, at its discretion, make minor adjustments or provide additional design work as a courtesy. A courtesy exception does not modify this policy or create an obligation to provide similar exceptions for the same or future orders.

10. Design Approval

PlantBox may, but is not required to, request separate written approval before permanent assembly.

Unless otherwise agreed in writing, a design will be considered approved when any of the following occurs:

• The customer provides written approval of the design revision;
• The customer submits revision instructions, authorizing PlantBox to implement those requested changes and proceed in accordance with the Revision Policy; or
• The customer does not respond to the initial design draft within 10 days of the date the draft email was sent, in which case the design will be considered automatically approved and PlantBox may proceed with completion.

Customers may request a photograph of their revised design before permanent assembly, as provided in the Revision Policy. Requesting or receiving a revised preview does not reopen or extend the complimentary revision round. 

Once a design has been approved or deemed approved and permanent assembly has begun, no further design changes, cancellations, or refunds based on design preference will be available.

Minor movement or variation may occur during securing and framing, and the finished piece may therefore differ slightly from the approval or draft photograph.

11. Approval Response Deadline

Preserved flowers are natural materials and may continue to change over time. Delays in the design and approval process may affect flower color, texture, shape, condition, or overall appearance. PlantBox is not responsible for changes to the preserved flowers that occur as a result of delayed customer responses, revision requests, approvals, or other customer-caused delays beyond the stated 10-day response period.

If PlantBox does not receive a response within the stated period, PlantBox may proceed with the most recently presented design as provided in the design-draft communication and applicable Terms & Conditions.

Failure to respond within the required timeframe does not create a right to a refund, complimentary redesign, replacement of flowers, or restart of the revision process after production has continued.

12. Customer-Requested Cancellation Before Production

This section applies to custom bouquet preservation and related custom floral services. Workshop cancellations are governed separately by Section 18.

By placing an order, the customer acknowledges that PlantBox reserves time, labor capacity, materials, staffing, studio capacity, and other resources specifically for the customer's project.

More Than 5 Business Days Before Scheduled Drop-Off

If the customer cancels more than 5 business days before the scheduled bouquet drop-off date, the customer may be eligible for a partial refund of up to 80% of the amount paid.

The remaining balance covers non-recoverable transaction fees, administrative costs, scheduling, preparation, and other resources already committed to the order.

5 Business Days or Fewer Before Scheduled Drop-Off

If the customer cancels 5 business days or fewer before the scheduled bouquet drop-off date, but before PlantBox receives the customer's flowers, the customer may be eligible for a partial refund of up to 70% of the amount paid.

This refund limitation also applies to orders placed within 5 business days of the scheduled bouquet drop-off date.

During this period, PlantBox has reserved staffing, materials, studio capacity, preparation, and production capacity specifically for the customer, which may not reasonably be reassigned on short notice.

Last-minute cancellation or rescheduling requests that PlantBox cannot accommodate are subject to the same cancellation terms.

Custom-service payments secure reserved time and production capacity and are not contingent upon attendance, completion, or subjective satisfaction.

13. Customer-Requested Cancellation After Production Begins

Once PlantBox receives the customer’s flowers or other materials, production has begun. A customer may request in writing that PlantBox discontinue further work; however, cancellation after production begins does not reverse services already performed, capacity already reserved, or costs already incurred. Any available refund will be calculated according to the project phase reached at the time the written cancellation request is received.

A customer’s reason for cancellation does not increase the applicable maximum refund percentage or create an entitlement to a refund beyond the amount otherwise available under the Cancellation & Maximum Refund Schedule. This includes cancellation based on:

• Change of mind;
• Subjective dissatisfaction;
• Aesthetic preference;
• A preference discovered during the design process;
• Natural preservation variation;
• Differences between the customer’s bouquet and portfolio examples;
• A request to change the design after approval;
• A request outside the purchased scope of service; or
• A customer’s decision not to continue after preservation or design services have already been performed.

14. PlantBox-Initiated Project Termination

PlantBox reserves the right to decline to continue a custom project when PlantBox reasonably determines that continuing the project is impracticable or that the project can no longer be completed within the agreed scope.

Circumstances may include, but are not limited to:

• Repeated requests materially outside the purchased scope;
• Inability to obtain required customer decisions or approvals;
• Material changes to the requested service after production has begun;
• Customer requests that cannot reasonably be achieved using the preserved materials;
• Repeated requests for unpaid additional design work;
• Abusive, threatening, harassing, discriminatory, or otherwise inappropriate communications;
• Material breach of PlantBox's Terms & Conditions; or
• A substantial breakdown in the working relationship that prevents PlantBox from reasonably completing the agreed service.

Where PlantBox terminates a project after production has begun, PlantBox will provide written notice confirming that the project has been terminated.

Any refund, if appropriate, will be determined based on the unperformed portion of the purchased service, taking into account services already performed, materials purchased or allocated, non-recoverable costs, and the status of the customer's materials. A PlantBox-initiated termination does not automatically entitle the customer to a full refund because preservation, design, administrative, or other customer-specific services may already have been performed.

Customer Floral Materials Upon Termination

Original fresh flowers and floral materials received by PlantBox will not be returned once the preservation process has begun. Any remaining preserved floral materials may or may not be eligible for return and will be determined on a case-by-case basis, taking into account the applicable refund percentage, the stage of the project, the condition and preparation of the preserved materials, and whether they can reasonably and safely be packaged for return. PlantBox will communicate any applicable return of preserved materials in writing.

If preserved materials are returned, flowers or components that have been reconstructed, layered, temporarily assembled, or otherwise prepared for framing may need to be separated or partially deconstructed for safer packaging and shipment. They may therefore not be returned in the same arrangement or assembled condition shown in a design draft.

Loose preserved flowers are exceptionally fragile and are normally intended to be permanently secured within a frame rather than shipped individually. Movement, shifting, shedding, cracking, separation, or other damage may occur during shipment despite reasonable packaging precautions. PlantBox cannot guarantee that loose or unframed preserved materials will arrive in the same condition in which they were packaged and is not responsible for deterioration or damage resulting from the inherent fragility of the preserved materials or ordinary risks of transit.

Return shipments of loose preserved materials will be sent without additional shipping insurance. PlantBox will provide the customer with the applicable carrier and tracking number once the package has been shipped. Once the shipment has been accepted by the carrier, any delivery-related issues, including delay, loss, misdelivery, or damage occurring in transit, must be addressed directly with the shipping carrier. The customer is responsible for contacting the carrier and pursuing any available carrier claim or resolution.

Any applicable refund, return eligibility, shipping arrangements, and disposition of customer-provided materials will be communicated in writing.

15. Discretionary Partial Refunds

In limited circumstances, PlantBox may offer a partial refund as a customer-service accommodation.

The amount of any discretionary refund will be determined based on factors including:

• Services already performed;
• Preservation work completed;
• Design work completed;
• Materials purchased or allocated;
• Non-recoverable transaction costs;
• Work remaining;
• Whether a final physical product will be completed; and
• The circumstances of the termination.

A discretionary refund or courtesy adjustment:

• Does not constitute an admission that PlantBox failed to provide the contracted service;
• Does not establish a precedent for other orders;
• Does not modify PlantBox's policies for future transactions; and
• Will be documented in writing.

Where the parties enter into a separate written settlement agreement, the terms of that agreement will govern the resolution of that specific matter.

16. Customer-Provided Materials & Unused Flowers

Unless a product listing or written agreement specifically states otherwise, PlantBox is not required to return every flower, stem, leaf, or botanical material that is not incorporated into the final design.

Preservation services may require flowers to be:

• Separated;
• Trimmed;
• Disassembled;
• Reconstructed;
• Tested;
• Discarded because of deterioration and frame size limitations; or
• Otherwise altered during the preservation process.

If a customer requests the return of unused preserved flowers or other materials, the request must be made before production begins and may be subject to an additional handling, packaging, or shipping fee.

If PlantBox agrees to return unused material as a courtesy, that exception does not modify this policy.

PlantBox does not guarantee the condition, durability, or future usability of unused preserved botanical material returned to the customer.

17. Changes to an Order

By placing an order, the customer confirms that all information and selections provided at checkout are accurate and final.

Requests to change any of the following must be submitted via email:

• Design style;
• Frame size or color;
• Product;
• Backing option;
• Fulfillment method;
• Drop-off date;
• Shipping or contact information; or
• Other customer-selected options.

Requests made before production begins may be accommodated where possible.

Once production has begun:

• Changes are not guaranteed;
• Additional material or labor fees may apply;
• Previously purchased or allocated materials may be non-refundable;
• A requested change does not create a right to cancel or refund the original order; and
• PlantBox is not responsible for unfulfilled change requests submitted after the applicable deadline.

Change requests are not accepted in person. All project-related changes must be submitted via email so that PlantBox and the customer have a clear written record of the request.

18. Workshops

Workshop reservations reserve instructor time, materials, staffing, and capacity for a specific date.

More Than 5 Days Before the Workshop

Cancellations made more than 5 business days before the scheduled workshop may be eligible for a refund of up to 90%.

Within 5 Days

Workshop reservations cancelled within 5 business days are non-refundable.

This includes:

• Failure to attend;
• Late arrival;
• Early departure; and
• Bookings made within 5 days of the workshop.

Workshop reservations are non-transferable unless PlantBox expressly approves a transfer in writing.

19. Shipping, Delivery, Damage & Insurance

Damage or Loss Claims

Customers must inspect their order promptly upon delivery.

Any visible shipping damage must be reported to PlantBox via email within 48 hours of delivery.

The customer must retain all original packaging and provide clear photographs reasonably requested by PlantBox, including, where applicable:

• Outer packaging;
• Shipping label;
• Inner packaging;
• The full framed piece; and
• Close-up photographs of the damaged area.

All required documentation must be submitted within 72 hours of delivery.

Failure to report damage within 48 hours, retain the original packaging, or submit the required documentation within 72 hours may prevent PlantBox from filing or successfully pursuing a carrier or insurance claim and releases PlantBox from any obligation to issue a refund or replacement based solely on an unverified shipping claim, except where otherwise required by applicable law.

Customers must reasonably cooperate with any carrier or insurance investigation.

PlantBox does not control carrier or insurance investigation timelines or outcomes.

Any remedy for verified shipping damage will be determined based on the circumstances and may include repair, replacement, insurance processing, or another appropriate resolution.

20. Final Sale & Custom Order Refund Limitations

The following are final sale except where otherwise required by applicable law:

• Custom preservation services;
• Made-to-order artwork;
• Custom framed pieces;
• Custom floral services;
• Sale items;
• Gift cards; and
• Workshop reservations subject to the cancellation terms above.

A final-sale designation does not limit any rights that cannot legally be waived. Custom preservation services and custom floral services are subject exclusively to the cancellation and refund provisions stated in this policy and are not otherwise returnable or refundable based on change of mind, subjective satisfaction, or aesthetic preference.

21. Refund Processing

Approved refunds will be submitted to the original payment method within 7–10 business days of confirmation.

The customer's bank or financial institution may require additional processing time before the credit appears.

Original transaction, payment-processing, and administrative fees are non-refundable to the extent permitted by applicable law and the applicable payment-processing rules.

PlantBox will not issue duplicate refunds for amounts already refunded, credited, reversed, or otherwise returned.

22. Written Project Record

To maintain an accurate record of custom projects, all project-related communication must be conducted via email, including:

• Design requests;
• Revision requests;
• Final design approvals;
• Order changes;
• Special requests;
• Cancellation requests; and
• Other decisions affecting the scope or completion of the project.

Change requests and project instructions are not accepted in person.

Customers are responsible for reviewing written confirmations and notifying PlantBox promptly if they believe a written summary does not accurately reflect their request.

PlantBox may rely upon the customer's written instructions, revision requests, selections, and approvals when performing custom work.

23. Policy Acceptance

By completing checkout or otherwise purchasing a covered PlantBox service, the customer acknowledges that they have had an opportunity to review this policy before purchase and agree to its terms.

Where checkout provides an acknowledgment checkbox, completion of the purchase constitutes confirmation of that acknowledgment.

The version of this policy presented or linked at the time of purchase applies to that order unless PlantBox and the customer later agree in writing to different terms.

Nothing in this policy limits rights or remedies that cannot legally be waived under applicable law.

24. Failure to Drop Off Bouquet

Failure to drop off the bouquet on the scheduled drop-off date without prior written cancellation or an approved rescheduling request will result in forfeiture of the reserved appointment and is non-refundable.

If a customer anticipates being unable to attend the scheduled drop-off, any request to reschedule must be submitted via email as early as possible.

Rescheduling is subject to PlantBox's availability and is not guaranteed. A request to reschedule does not automatically extend, waive, or modify the applicable cancellation and refund terms.