Because fresh flowers are perishable and every arrangement is made to order, our refund and cancellation terms are a little different from typical retail. We aim to be fair and to take care of you when something is not right — please read below and reach out if you have any concerns.
1. Fresh flower orders
Cancellations
- More than 48 hours before delivery / pickup: full refund, no questions asked. Email us as early as possible.
- 24–48 hours before: store credit for the full amount (the flowers have already been prepared or sourced).
- Less than 24 hours before: no refund or credit, as the arrangement is already in progress.
Quality issues
If you or your recipient are not happy with the flowers when they arrive, email hello@hanastudio.ca within 24 hours of delivery with a photo. We will arrange a replacement or a refund depending on what you prefer. After 24 hours we cannot assess the original quality, so claims must be timely.
Missed deliveries
If the recipient is not home and we cannot safely leave the order, we will contact the person who placed the order to arrange redelivery. A second delivery attempt may incur an additional delivery fee.
2. Workshops
- More than 7 days before: full refund or free date change.
- 2–7 days before: store credit equal to 50% of the workshop fee, valid for 6 months.
- Less than 48 hours before: non-refundable, as materials have been purchased.
- If Hana Studio cancels a workshop (for example, due to insufficient registrations), you will receive a full refund or the option to transfer to another date.
3. Weddings & events
- Wedding and event bookings require a signed agreement and a non-refundable deposit, typically 30% of the total. Specific cancellation terms are in that agreement.
- Cancellations within 30 days of the event are non-refundable.
- Date changes are subject to availability. We will make every reasonable effort to accommodate one change.
4. Gift cards
- Gift cards are non-refundable and cannot be redeemed for cash, but never expire.
- Gift cards can be used towards fresh flowers, workshops, and event deposits.
5. How refunds are processed
Approved refunds are returned to the original payment method within 5–10 business days. Store credits are issued as an electronic gift card to the email on the order and do not expire.
6. Statutory rights
This policy does not limit your statutory rights as a consumer under the British Columbia Business Practices and Consumer Protection Act or other applicable Canadian consumer protection laws.
7. Contact
Any concerns about an order, a refund, or this policy? Email hello@hanastudio.ca and we will work with you to make it right.