Refund & returns policy
Flowers are a perishable product. This page, maintained by the Brisalta Flowers team (Alicante, Spain), explains how we handle issues, replacements and refunds. Under Spanish consumer law (RDL 1/2007, art. 103.d) perishable goods are exempt from the standard 14-day withdrawal right, but full statutory quality guarantees still apply.
24-hour quality guarantee
If the bouquet arrives damaged, in poor condition or clearly different from what you ordered, contact us within 24 hours of delivery at hola@brisalta.flowers or WhatsApp +34 614 09 82 93 with clear photos of the received product. We review every case the same day.
What we offer
Once the issue is confirmed, together we choose between: (a) replacing the bouquet with an equivalent one in the next available delivery slot, or (b) refunding the bouquet amount to the original payment method within 5–10 business days. For quality issues we do NOT ask you to physically return the flowers.
Right of withdrawal
As a made-to-order perishable product, fresh floral arrangements are exempt from the standard 14-day right of withdrawal. Statutory conformity guarantees always apply.
Order cancellation
You may cancel free of charge up to 24 hours before your chosen delivery window, provided the bouquet has not yet been prepared. After that point, cancellation does not qualify for a refund because the flowers have already been cut and arranged specifically for your order.
Wrong address or recipient unavailable
If the recipient is unavailable or the delivery address is incorrect, we try to reach them by phone. If delivery is not possible, the bouquet is held at the atelier for 24 h. A second delivery attempt or address change may carry an additional courier fee. These cases do not qualify for a bouquet refund.
Exchanges
We do not exchange a delivered bouquet for a different model. If you need a different arrangement, please place a new order.
Refunds
Approved refunds are processed to the original payment method (Redsys card or Bizum). Appearance on your statement depends on your bank, typically 5–10 business days.
Contact
Brisalta Flores · Calle Cienfuegos 7, local 1, 03002 Alicante, Spain · hola@brisalta.flowers · WhatsApp +34 614 09 82 93. Support hours: every day 10:00–20:00 (Madrid time).