Refund policy
CLAIMS PROCESS
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 properly cared for after the delivery. The packages 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. It’s important to us that you’re happy with your order; please ensure that you read full TERMS AND CONDITIONS AND QUALITY ISSUES/DELIVERY ISSUES NOT COVERED BY FRESHNESS GUARANTEE. (https://buyhawaiianlei.com/pages/freshness-guarantee-terms-and-conditions)
CLAIM PROCESS
1. Customer Proper Care Responsibility: If the customer has received the floral lei or plant, and has seen the quality of the flowers, it is the responsibility of the customer to then care for the flowers once it has been delivered or customer has picked up from our store. See section on CUSTOMER PROPER CARE RESPONSIBILITY (https://buyhawaiianlei.com/pages/care-guide) for details.
2. 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 unless specified in the terms and conditions (quality issues not covered). Buy Hawaiian Lei will gladly replace the arrangement unless specified in the terms and conditions (quality issues not covered). 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. Although we are glad to discuss the issue with you over the phone, please email mailto:info@buyhawaiianlei.com with your claim within 12 hours of delivery (based on delivery confirmation). 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 REPORTED WITHIN 12 HOURS OF DELIVERY”. If contact is made after 12 hours and/or not via email to mailto:info@buyhawaiianlei.com and your claim is covered, we will offer store credit to you if you are unhappy with the condition and quality the products arrive in.
3. Response Times: if any customer claims an order was not delivered, we ask that we are given at least 24-48 hours to investigate and to determine what has occurred. In many cases, delivery was attempted but either the recipient was not home/office and/or no neighbors were available to accept the order.
4. Delivery Was Not Made: If it is determined that Buy Hawaiian Lei did not make the delivery attempt, it is our policy that we will provide you with a refund.
See other important information under for CANCELLATION & SUBSTITUTION POLICY. (https://buyhawaiianlei.com/pages/cancellation-and-substitution-policy)
CUSTOMER PROPER CARE RESPONSBILITY
We ship our Hawaiian Lei directly to you with Aloha and hope you will enjoy it! The proper care can help your lei last longer. Almost all orchid lei styles, as well as Ti Leaf Lei, Maile Lei should last about 3-7 days after arrival. For Pikake & Tuberose Leis, they are more sensitive and have a shorter shelf life. See TERMS AND CONDITIONS (https://buyhawaiianlei.com/pages/terms-conditions)for information about our freshness guarantees.