Returns & Refund Policy

Effective Date: 3 September 2026

At Dias Flowers Import & Export, we take pride in supplying fresh, quality flowers and plants to businesses throughout South Africa and international markets. Because our products are highly perishable and may be subject to transport, storage, phytosanitary and import/export requirements, returns and refunds are handled according to the nature of the goods, the condition in which they are received, and the applicable laws and terms of the order.

This Returns & Refund Policy applies to wholesale fresh flowers, fresh cut flowers, pot plants, bulk flower orders and related products supplied by Dias Flowers Import & Export.

1. General Returns Policy

Due to the perishable nature of fresh flowers and plants, we generally cannot accept returns simply because a customer has changed their mind, ordered incorrect quantities, or no longer requires the products.

This does not affect any mandatory rights a customer may have under applicable South African law, including rights relating to defective, unsafe, incorrectly supplied or non-conforming goods.

Each return or refund request will be assessed based on the circumstances of the order and the applicable legal requirements.

2. Fresh Flowers and Perishable Products

Fresh flowers and plants are living or highly perishable products. Their condition can naturally change over time depending on temperature, humidity, handling, transportation, storage conditions and other environmental factors.

Accordingly:

• Fresh flowers and plants cannot ordinarily be returned due to normal deterioration after delivery.
• Customers are expected to inspect their order as soon as reasonably possible after delivery.
• Customers should ensure that flowers and plants are stored and handled according to appropriate care requirements after delivery.
• Claims relating to quality, damage, incorrect quantities or incorrect products should be reported as soon as possible after delivery.
• Photographs and other supporting evidence may be requested to assess a claim.

Nothing in this section excludes any statutory rights that cannot lawfully be excluded or limited.

3. Damaged or Poor-Quality Flowers

If flowers or plants arrive damaged, significantly deteriorated, defective, or otherwise materially different from what was agreed, the customer should contact Dias Flowers Import & Export as soon as reasonably possible.

The customer may be requested to provide:

1. Order or invoice number;
2. Date and time of delivery;
3. Description of the problem;
4. Quantity affected;
5. Clear photographs or video of the products and packaging;
6. Details of any visible transport damage; and
7. Any other information reasonably required to investigate the claim.

Where appropriate, Dias Flowers Import & Export may inspect the goods or request that the goods be made available for inspection.

4. Incorrect or Missing Products

If the customer receives products that differ materially from the agreed order, or if products are missing from the delivery, the customer must notify Dias Flowers Import & Export as soon as reasonably possible.

After verification, Dias Flowers Import & Export may, where appropriate:

• Supply the missing products;
• Replace incorrectly supplied products;
• Agree to another commercially reasonable remedy; or
• Provide a refund or credit for the affected goods, where applicable.

The remedy will depend on the circumstances, product availability and applicable law.

5. Defective Goods and Statutory Rights

Where the Consumer Protection Act, 2008 (Act 68 of 2008), applies to a transaction, customers retain their statutory rights concerning goods that do not meet applicable quality, safety or suitability requirements.

Section 56 of the CPA provides an implied warranty of quality and, where its requirements are met, allows a consumer to return defective goods within six months of delivery and obtain the applicable statutory remedy, including repair, replacement or refund.

Dias Flowers Import & Export will not use this policy to remove or unlawfully restrict any mandatory right available to a customer under applicable South African law.

6. Wholesale and Business-to-Business Orders

Dias Flowers Import & Export primarily supplies wholesale and commercial customers, including supermarkets, retailers, florists, wholesalers and other businesses.

For B2B orders, the applicable quotation, purchase order, invoice, supply agreement and agreed commercial terms may contain additional provisions relating to:

• Product specifications;
• Quantities;
• Delivery;
• Payment;
• Quality requirements;
• Claims;
• Rejection of goods;
• International shipping;
• Import/export responsibilities; and
• Risk and transfer of responsibility.

Where a written agreement applies to an order, that agreement will be considered together with this Returns & Refund Policy and applicable law.

7. International Orders, Imports and Exports

For international orders, returns and refunds may be affected by:

• Customs requirements;
• Import permits;
• Export requirements;
• Phytosanitary requirements;
• Border inspections;
• Destination-country regulations;
• Customs clearance;
• Transport delays;
• Government actions; and
• Rejection, detention or destruction of regulated plant material by an authority.

Where an international shipment is delayed, detained, rejected or otherwise affected by an importing or exporting authority, the parties' respective responsibilities will depend on the agreed contract, shipping terms, applicable Incoterms® where incorporated into the agreement, and applicable law.

Dias Flowers Import & Export does not guarantee that a foreign authority will approve or release a shipment where such approval is outside the company's control.

8. Returns Due to Customer Error

A return or refund will generally not be provided where the issue results solely from the customer's actions, including:

• Ordering the wrong product;
• Ordering incorrect quantities;
• Providing an incorrect delivery address;
• Failing to provide required import information or documentation;
• Failing to comply with agreed handling or storage requirements; or
• Failing to accept delivery when the customer was responsible for receiving the goods.

This clause remains subject to any rights the customer may have under applicable law.

9. Cancellations

Because fresh flowers and plants may be purchased, prepared, packed or imported specifically for a customer's order, cancellation rights may depend on the stage of the order.

Cancellation requests should be submitted as soon as possible.

Where an order has already been prepared, dispatched, imported, specially sourced or otherwise committed to, Dias Flowers Import & Export may be unable to cancel the order or may apply any cancellation charge agreed in the relevant quotation or contract, subject to applicable law.

10. Refunds

Where a refund has been approved, the refund will generally be processed using the original payment method where reasonably possible.

Depending on the circumstances, refunds may be subject to:

• Verification of the claim;
• Inspection of the goods;
• Confirmation of the amount refundable;
• Banking or payment-provider processing times; and
• Any lawful deductions or charges agreed between the parties.

Where the law requires a particular refund or remedy, Dias Flowers Import & Export will comply with the applicable legal requirement.

11. Refund Processing Time

Once a refund has been approved, Dias Flowers Import & Export will process the refund within a reasonable period, subject to the payment method and banking or payment-provider processing times.

The time required for the funds to reflect in the customer's account may depend on the customer's bank or payment provider.

12. No Refund for Normal Flower Deterioration

Flowers and plants naturally have a limited lifespan.

Normal changes in appearance, including reasonable opening of blooms, minor wilting or deterioration occurring after delivery, will not automatically constitute a defect or grounds for a refund.

Claims will be assessed according to the condition of the products when supplied, the agreed specifications, the circumstances of delivery, and any applicable legal requirements.

13. Evidence and Inspection

Dias Flowers Import & Export reserves the right to reasonably investigate a return, replacement or refund claim.

This may include requesting photographs, delivery records, invoices, packaging information or other relevant evidence.

Customers should retain the affected products and packaging until Dias Flowers Import & Export has advised whether inspection or collection is required.

14. No Unauthorised Returns

Customers should not send products back without first contacting Dias Flowers Import & Export and receiving return instructions.

Unauthorised returns may result in delays in processing the claim, particularly where the products are perishable or require specific handling.

15. Contact Us

For returns, refunds, damaged goods or product-quality enquiries, please contact:

Dias Flowers Import & Export

Address:
3 Marjorie Street
City Deep
Johannesburg
South Africa

Telephone:
067 668 1068

Email:
info@diaswholesaleflowers.co.za

Business Hours:
Open 24 hours a day, 7 days a week

16. Changes to This Policy

Dias Flowers Import & Export reserves the right to update this Returns & Refund Policy from time to time.

The version published on the website at the relevant time will apply, subject to any contractual terms already agreed with a customer and any mandatory requirements of applicable law.

17. Governing Law

This policy is intended to operate in accordance with the laws of the Republic of South Africa.

Where an international transaction is involved, mandatory laws and regulatory requirements applicable to the relevant import, export, customs, phytosanitary or destination-country requirements may also apply.

Nothing in this policy is intended to exclude, restrict or waive any right or remedy that cannot legally be excluded, restricted or waived.