Our Policies
Refund Policy
We stand behind our flowers. Here's exactly when and how refunds work.
Sugar Oak Lane produces natural, perishable products. We take great care in growing, cutting, and delivering flowers at their best — but we also want you to know exactly what protections you have if something goes wrong.
When You Qualify for a Refund
We offer full or partial refunds in the following situations only:
- Non-delivery: Your order was paid for but never arrived and we cannot confirm delivery
- Significant damage: Flowers arrived in a condition that made them unusable (not just "not what I expected") — must be reported with photo evidence within 2 hours of delivery
- Wrong order: You received someone else's order or the wrong item entirely
- Our cancellation: If we cancel your order for any reason, you'll receive a full refund within 5 business days
When We Do Not Offer Refunds
The following are not eligible for refunds:
- Subjective dissatisfaction with the appearance or style of an arrangement
- Flowers that were not cared for properly after delivery (re-cut stems, clean water, etc.)
- Color variations within the natural spectrum of the described palette
- Flower substitutions made under our substitution policy
- Orders not picked up at scheduled time without advance notice
How to Request a Refund
If you believe you qualify for a refund, email hello@sugaroaklane.com within 2 hours of receiving your order. Include:
- Your order number or name
- A clear photo of the flowers as received
- A description of the issue
We'll review your request and respond within 24 hours. Approved refunds are processed within 5–7 business days to your original payment method.
Cancellations
You may cancel an order without penalty up to 48 hours before your scheduled delivery or pickup. Cancellations within 48 hours may be subject to a 50% cancellation fee to cover materials already harvested. Email hello@sugaroaklane.com as soon as possible if you need to cancel.
Questions?
We'd rather resolve any issue than leave you unhappy. Reach out directly — we're a small farm and we care about every order.