Refund & Cancellation Policy

At Thacker & Rue, every arrangement is created with care using fresh, seasonal flowers selected for quality and beauty. Because flowers are perishable and each arrangement is created specifically for an order, all floral purchases are considered final sale. However, we stand behind the quality of our flowers and want you to be pleased with what you receive. 

Cancellations & Changes 

Orders may be cancelled or modified up to 48 hours before the scheduled delivery or pickup date for a full refund to the original method of payment. 

Cancellations or significant changes requested within 48 hours of the scheduled date may not be eligible for a refund, as flowers and materials may already have been purchased or allocated specifically for your order. 

Fresh Flower Guarantee 

We take great care in selecting, conditioning and designing with quality fresh flowers. If you believe there is an issue with the condition of your arrangement upon receipt, please contact the atelier within 24 hours of delivery or pickup and include photographs of the arrangement. 

Where there is a confirmed quality issue, Thacker & Rue will determine the appropriate resolution, which may include replacement of affected flowers, replacement of the arrangement, an atelier credit or a refund where appropriate. 

Natural Variation & Substitutions 

Flowers are a natural and seasonal product. Individual blooms will vary in colour, size, shape and character, and each Thacker & Rue arrangement is intentionally unique. 

Images shown on our website are representative of the overall style, scale and colour palette of an arrangement rather than an exact reproduction. Flower varieties and vessels may be substituted based on seasonal availability and quality. Any substitutions will be thoughtfully selected to maintain the overall character and value of the arrangement. 

Natural variation or reasonable substitutions are not considered grounds for a refund. 

Care After Delivery 

Once flowers have been successfully delivered or picked up, their longevity is affected by their environment and care. Thacker & Rue cannot provide refunds or replacements for flowers damaged by improper handling, lack of water, extreme temperatures, being left outdoors, or other conditions beyond our control after the arrangement has been received. 

Incorrect Customer Information & Unsuccessful Delivery 

Refunds will not be provided for orders that cannot be delivered because of an incorrect or incomplete address, inaccessible property, or the recipient or their representative being unavailable during the requested delivery window. 

Our separate Delivery Policy applies to unsuccessful deliveries and returned arrangements. 

Vessels, Gifts & Non-Floral Merchandise 

Non-floral merchandise in unused, original condition may be eligible for exchange or atelier credit within 14 days of purchase, with proof of purchase. Final-sale, seasonal, discounted and special-order merchandise is not eligible for return or exchange.