Exchange policy

First things first, in one line

We sell fresh flowers and chocolates: perishable products that are, in many cases, personalized. That's why we don't accept returns for a change of mind —the law expressly excludes these products from the right of withdrawal— but we do respond, and quickly, when something went wrong on our end.

What it covers

We will exchange or replace your order, at no cost to you, when:

• The product arrives in poor condition: wilted, broken or bruised flowers; melted or expired chocolates.
• We deliver a different product from the one you bought, or a different presentation from the one you chose.
• Something is missing: an add-on you paid for, the card, the balloon or the ribbon with the name.
• The personalization went wrong: a name misspelled on our part, a color different from the one you ordered.
• The order never arrived for a reason attributable to us.

What it doesn't cover

• The normal wilting of flowers over the days. With proper care, a fresh rose lasts between seven and ten days.
• Deterioration due to lack of care after delivery: no water, left in the sun, near a heat source.
• Chocolates exposed to heat or stored somewhere other than a cool place after being received.
• Reasonable variations in the shade, size or degree of opening of the flowers, inherent to a natural product, and differences in arrangement compared with the reference photo.
• Incorrect information provided to us: a wrong address, a name misspelled in the order or a wrongly chosen date.
• A change of heart: having changed your mind about the gift.

How soon you need to let us know

On the day of delivery. This is a requirement of the product, not a technicality: a flower changes from one day to the next, and afterward there's no way to know how it arrived.

For chocolates and non-perishable products —a teddy bear, a picture frame, a balloon— you have five business days from delivery.

How to file a claim

• Message us on WhatsApp at 319 216 1731 or email ventas@chocolatesfloresmedellin.com.
• Tell us your order number and what happened.
• Send us photos of the product exactly as it arrived, in good light and showing the full arrangement. They are the main evidence.
• If we ask you to, keep the product: in some cases we need to pick it up or see it before replacing it.

How it's resolved

We respond within two business days of your claim, and when the case is clear we resolve it the same day. Depending on what happened, the solution will be one of the following:

• Replacement: we make the order again and deliver it at no cost.
• Correction: we complete whatever was missing or change the part that went wrong.
• Exchange for another product of equal value, if you'd prefer something different.
• Refund, when none of the above makes sense for your case. It is issued through the same payment method you used, within thirty business days after we approve the claim.

Changes before we prepare your order

As long as we haven't put the arrangement together, changing the product or presentation is simple: message us and we'll adjust it. If the new product costs more, the difference is charged; if it costs less, the difference remains as store credit.

To change the date, time slot or address, see the rescheduling policy.

To make it last

• Trim one centimeter off the stems at an angle and change the water every two days.
• Keep them away from direct sunlight, drafts and ripe fruit.
• Chocolates belong in a cool, dry place, away from heat.
• Preserved roses don't need water: just keep them dry and out of the sun.

Legal guarantee

All of the above implements the legal guarantee established in Law 1480 of 2011. If you are not satisfied with our response, you may contact the Superintendence of Industry and Commerce (Superintendencia de Industria y Comercio).

Effective date

This policy is effective from its publication and may be updated when our operations or the applicable regulations change. The current version is always the one published on this page.

Last updated: August 15, 2026.