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Panorama Floral

Return Policy

Last updated: July 2026

Summary

Fresh flowers are perishable goods. Due to their nature, we do not accept buyer-remorse returns. If the product arrived damaged or with a clear defect not attributable to post-delivery handling, you have 24 business hours from receipt to report it with photos to comercial@panoramafloral.com.

1. Legal exception — perishable goods

Under Article 47 of Colombian Law 1480/2011 (Consumer Statute), the right of withdrawal does not apply to perishable goods whose quality rapidly deteriorates. Fresh flowers sold by Panorama Floral are perishable by definition and are excluded from the right of withdrawal.

2. Quality defect coverage

We cover defects attributable to the product at origin, not post-delivery handling:

  • Flowers wilted or burnt upon receipt.
  • Product received with broken or crushed stems.
  • Quantity short relative to the confirmed order.
  • Product received does not match the order (shipping error).

NOT covered: flowers wilted after 24 hours of receipt, mishandling damage, storage without proper hydration or temperature, natural color change in the product life cycle.

3. Claim procedure

  1. Inspect the order condition immediately upon receipt.
  2. If you detect a defect, take clear photos within 24 business hours after delivery.
  3. Send the photos together with your order number to comercial@panoramafloral.com or via WhatsApp.
  4. Our team will respond within 2 business days with the resolution.

4. Resolution

When a covered defect is confirmed, we offer one of the following at your choice:

  • Replacement of the defective product in the next available shipment.
  • Credit note for the value of the defective product, applicable to future purchases within 6 months.
  • Refund of the defective product value, processed within 5 business days via the original payment method.

5. Order cancellation and changes

How long you can cancel or modify your order depends on its status, visible in My account:

  • Payment pending: if payment is not completed within 30 minutes, the order cancels itself and inventory is released.
  • Confirmed, not yet in preparation: write to us to cancel or change products, quantities or delivery date. Requests received before 10:00 a.m. (Colombia time) on the business day of dispatch are processed the same day, with a full refund in case of cancellation.
  • In preparation, prepared or packed: the flowers have already been selected and cut exclusively for your order, so cancellation with refund and changes to products or quantities do not apply. You may request a new delivery date or a credit note for the order value, valid for 6 months.
  • Dispatched: cancellation and changes are not possible, due to the perishable nature of a product already in transit.

Cancellation refunds are issued through the same payment method used and never exceed the 15 calendar days set by Law 2439 of 2024.

6. Payment reversal

If you paid by credit card, debit card or another electronic method, you may also request a payment reversal when you are a victim of fraud, when the transaction was not requested, when you do not receive the product, or when what you receive does not match the order or arrives defective. The request must be filed with us and with the issuer of your payment instrument within 5 business days of becoming aware of the event, under article 51 of Law 1480 of 2011 and Decree 587 of 2016. Full conditions in our terms and conditions.

7. Contact

Panorama Floral SAS
NIT: 901.192.463
Email: comercial@panoramafloral.com
Message us on WhatsApp