Refund policy

Fresh flowers, garlands and leaves are perishable, natural products. Once they leave our counter we can't resell them, so we handle problems a little differently from other shops. This policy explains how.

Please check your order at pickup

When you collect your order at Spice Town, 378 Kelly Rd, Vernon, CT 06066, please look it over before you leave. Check that the items, sizes and quantities are right and that you're happy with the condition of the flowers. If anything isn't right, tell us at the counter. That's the easiest time for us to look at it with you and sort it out.

If you notice a problem later

If you find a problem after you get home, please call us at 860-237-4280 on the day of pickup. Have your order number ready, and keep the flowers so we can see them if needed. A photo can also help. We can't accept concerns about the condition of flowers raised after the day of pickup, because by then their condition depends on how they have been stored.

How we handle a problem

We look at every concern individually. Depending on what happened and what we have in stock, we may offer a replacement, a different item, store credit or a full or partial refund. Raising a concern doesn't automatically mean a refund or replacement, but we will always talk it through with you fairly.

If we agree to a refund, it goes back to your original payment method. How long it takes to appear depends on your bank or card issuer.

What isn't a fault

Flowers are natural, so color, size, fragrance and how open the blooms are vary from batch to batch and from what you see in photos. Buds on strings and lotus open over time. Natural variation like this isn't treated as a defect. Flowers that wilt or brown because they were kept in a warm place after pickup also aren't covered.

Changes and cancellations

To change or cancel an order, call us at 860-237-4280 as early as you can, ideally before your pickup day. We prepare flowers ahead of time, so once preparation has started we may not be able to cancel or change your order. We'll tell you what's possible when you call.

Orders that aren't picked up

If you can't come on your pickup date, please call us beforehand. Flowers can't be held for long. If an order isn't collected and we haven't heard from you, we may not be able to offer a refund, because the flowers can't be resold.

Items we can't supply

If we can't supply something you ordered, we'll contact you before your pickup date. With your agreement we may offer a substitute; otherwise we'll remove the item and refund it to your original payment method.

Custom garlands, bulk and temple orders

Custom, wedding and temple garlands and bulk orders are arranged with you by phone, not bought through the online checkout. We don't take deposits or payments for them online at this time. Payment, changes and cancellation terms for these orders are agreed with you when we confirm the order.

Shipped orders

We don't ship orders at this time. When shipping becomes available, this policy will be updated to cover shipped orders.

Contact

Spice Town LLC
378 Kelly Rd, Vernon, CT 06066
Phone: 860-237-4280