Our Commitment to Quality
At Crozexfrex, we take pride in delivering the highest quality floral arrangements and products. We understand that flowers are delicate living products, and we're committed to ensuring your complete satisfaction with every purchase.
Freshness Guarantee
We stand behind the quality of our flowers with our 7-day freshness guarantee. If your flowers do not remain fresh for at least 7 days from the delivery date (with proper care), we will replace your arrangement free of charge or provide a full refund, based on your preference.
Return & Refund Conditions
Fresh Flower Arrangements
Due to the perishable nature of our fresh flower products, we handle concerns on a case-by-case basis:
- Quality Issues: If you're not completely satisfied with the quality of your arrangement upon delivery, please contact us within 24 hours with photos of the arrangement as received. We will either replace the arrangement or issue a full refund.
- Early Wilting: If your flowers wilt before the 7-day guarantee period (despite proper care), please contact us with photos of the affected arrangement. We will replace your order or provide a refund.
- Incorrect Orders: If you receive an arrangement that doesn't match your order specifications, please contact us within 24 hours of delivery with photos. We will either replace the arrangement or issue a full refund.
Plants and Non-Perishable Items
For plants and non-perishable items (vases, planters, gift items):
- Returns are accepted within 14 days of delivery
- Items must be in their original condition and packaging
- A receipt or proof of purchase is required
- Return shipping costs are the responsibility of the customer unless the return is due to our error
How to Request a Return or Refund
To initiate a return or request a refund:
- Contact our customer service team at +1 416-868-6937 or email info@crozexfrex.world within the applicable time frame
- Provide your order number, delivery date, and a description of the issue
- Include clear photos of the product in question (for quality concerns)
- Our team will review your request and respond within 24 hours
Special Event Flowers
For wedding and special event flowers, we have a specific policy due to the custom nature of these orders:
- Final payments for wedding and event flowers are non-refundable within 14 days of the event date
- Deposits for wedding and event flowers are non-refundable
- Changes to wedding and event orders can be accommodated up to 14 days before the event, subject to availability
Delivery Issues
If there are issues with the delivery of your order:
- Late Deliveries: If your order is delivered outside the scheduled delivery window and this causes significant inconvenience, please contact us for an appropriate accommodation or partial refund.
- Failed Deliveries: If delivery could not be completed due to circumstances beyond our control (recipient not available, incorrect address provided, etc.), we may charge a re-delivery fee for a second delivery attempt.
- Missed Deliveries: If we fail to deliver your order on the scheduled date due to our error, we will issue a full refund or deliver the arrangement at the earliest opportunity, based on your preference.
Processing of Refunds
Approved refunds will be processed within 3-5 business days and will be issued to the original payment method. Please note that it may take an additional 2-10 business days for the refund to appear in your account, depending on your financial institution.
Contact Us
If you have any questions about our Return Policy, please contact us:
By email: info@crozexfrex.world
By phone: +1 416-868-6937
By mail: 290 Bremner Blvd, Toronto, ON, M5V 3L9, Canada