We pack each and every Buy Hawaiian Lei box with the highest standard of care ensuring you receive the freshest quality from the Hawaiian islands. That is why we offer a 100% freshness guarantee or your money back. Our focus is to ensure you get a beautiful lei, flowers, or blooms that are garden-fresh upon arrival.
Buy Hawaiian Lei strives to provide the best customer service available. As an authentic Hawaiian Lei provider, we understand and appreciate the concerns of Internet shoppers regarding the security and proper fulfillment of their orders. We have established this return/refund policy and privacy policy to provide our customers with a complete understanding of how replacement orders or refunds are processed.
FRESHNESS GUARANTEE:
We stand behind our products as long when there has been no interruption in the delivery process and the product has been properly cared for after the delivery. After packages leave our premises, they are shipped through FedEx and we have no control of products once package is in their care. Accidents, weather and heat can also affect the products during transit. Please choose the appropriate shipping method with this in mind. Please review TERMS AND CONDITIONS below for full details of what is covered under the freshness guarantee.
- Please choose the appropriate shipping method. All packages will be shipped with "Release Signature". This way FedEx will leave your package at the door if there is no one to accept it and required for the 100% Freshness Guarantee. See QUALITY ISSUES/DELIVERY ISSUES NOT COVERED BY FRESHNESS GUARANTEE.
- Note that proper care of the product is always required. It is the responsibility of the recipient to follow any care instructions provided by Buy Hawaiian Lei. See section on CUSTOMER PROPER CARE RESPONSIBILITY for details.
- It’s important to us that you’re happy with your order; please ensure that you follow our DELIVERY CLAIMS PROCESS (time sensitive).
QUALITY ISSUES/DELIVERY ISSUES NOT COVERED BY FRESHNESS GUARANTEE
1. Address Changes: Incorrect Address/Re-Delivery Changes to address information or incorrect addresses after the order has been placed resulting in a re-delivery cannot be refunded.
2. Refusal of Delivery: Buy Hawaiian Lei is not responsible for any order where the recipient refuses to accept the item. Buy Hawaiian Lei will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.
3. Not Present To Accept Delivery: All shipments are sent with "Signature Release Waiver". If no one is available to receive the package at the time FedEx delivers, the package will be left in the most suitable location as determined by the FedEx driver (for example a hallway, a door step, or driveway). We cannot be responsible for quality issues resulting from this situation.
4. Fraudulence Orders: Buy Hawaiian Lei reserves the right to reject any order provided to us that we deem questionable or possibly fraudulent. When Buy Hawaiian Lei receives an order, we review the entire order and periodically compare the information provided to us with the bank of the person placing the order. If we determine that fraudulent information is provided, we will send an email or phone call to the sender to inform them of the situation to determine if the information was provided in error.
5. Delivery Issues Not Controllable by Buy Hawaiian Lei: We will not be liable or held responsible for theft, loss, damage, delay, shortage, misdelivery, non-delivery, misinformation, or failure to provide information in connection with your shipment caused by events we cannot control, including but not limited to acts of God, perils of the air, weather conditions, mechanical delays, acts of public enemies, war, strikes, civil commotions, or acts or omissions of public authorities (including customs and health officials) with actual or apparent authority.
6. Rural Areas: If your address is in a “rural” area FedEx will transfer your package to a third party courier such as USPS. If this happens it may cause a delay in receiving your package. Please verify on your own if your area is considered “rural.” In this case you must contact FedEx at 1-800-GO-FedEx. We recommend you set your delivery 2 days before your event. We are not held responsible for any delays in this type of situation.
7. Not Meeting the Required Process & Strict Time Limits for Claims: If an order is filled and delivered to the recipient and there is a question of the quality of the arrangement, in almost every case, Buy Hawaiian Lei will gladly replace the arrangement. All refunds must be requested within 12 hours after the time that FedEx delivered your products. Bear in mind that flowers and plants are perishable.
8. TUBEROSE AND PIKAKE LEIS REQUIRE SPECIAL HANDLING REQUIRED, as these are delicate flowers it is highly recommended to have them shipped with Priority Overnight to destination. Freshness guarantee will not apply (refunds or exchanges) for any other shipping options other than Priority Overnight.
9. DELIVERY CLAIM PROCESS OVERVIEW. Please review DELIVERY CLAIMS PROCESS. Note that proper care of the product is always required. It is the responsibility of the recipient to follow any care instructions provided by Buy Hawaiian Lei. Although we are glad to discuss the issue with you over the phone, please email info@buyhawaiianlei.com with your claim within 12 hours of delivery. The email must contain close up photos of the leis/flowers along with a picture of the box and all packing material it came in. If the email is received after 12 hours, we will offer store credit to you if you are unhappy with the condition and quality the products arrive as per our terms and conditions. In the subject line please enter “QUALITY ISSUE”.
