T & Y Flowers — Policies & Terms

Home : T & Y Flowers — Policies & Terms

Oct 28, 2026 · @Yasas Rathnayake

This page sets out the T & Y Flowers Return Policy, Refund Policy, Privacy Policy and Terms and Conditions.

Return Policy

Fresh flowers cannot be returned, because they are perishable. If something is wrong with your order, report it within 48 hours of delivery and we will re-deliver it or refund you in full (see the Refund Policy below).

Fresh flowers and plants

We do not accept returns of fresh flowers, bouquets, arrangements or live plants. This protects freshness and hygiene for every customer.

Instead, we fix the problem for you. If your flowers arrive damaged, not fresh, or different from what you ordered, we will:

re-deliver a replacement at no extra cost, or
refund the full purchase price, including delivery.

Non-floral gift items

Gift items such as vases, soft toys, chocolates and greeting cards can be returned only if they arrive damaged, faulty or incorrect.

Report the problem within 48 hours of delivery.
Keep the item unused, in its original packaging.
Food items (cakes, chocolates) are replaced or refunded, not returned.

We do not accept returns for a change of mind.

How to make a return or report a problem

Call 077 644 0898 or email sales@tandyflowers.lk within 48 hours of delivery.
Give your order number, the recipient’s name and the delivery date.
Send a clear photo of the item and its packaging.
If we ask for a gift item back, we will arrange collection at no cost to you.

Refund Policy

Our promise

T & Y Flowers stands behind every order. If your flowers arrive damaged, are lost, or fall short on freshness or quality, we will re-deliver them or refund you in full.

We guarantee three things on every order:

Freshness — flowers are prepared close to delivery and arrive in fresh, healthy condition.
Quality — the arrangement matches the order in style, stems and presentation.
Value — you receive what you paid for, or we make it right.

Delivery dates and times

We deliver on the date you choose at checkout.

Delivery date — guaranteed. Your order will arrive on the date you requested.
Preferred time window (e.g. morning or afternoon) — we plan routes around it and make every effort to meet it.
Specific time of day (e.g. 11:30 am) — you may request it, but we cannot guarantee it. Traffic, weather and recipient availability can affect exact timing.

Arriving outside a preferred or specific time is not, on its own, grounds for a refund.

Hospitals, hotels and high-security areas

Special delivery conditions apply to these locations, because access is controlled by the site, not by us.

Hospitals — some wards do not accept flowers or plants. We hand orders to reception or the ward desk where allowed.
Hotels — orders are left with the front desk or concierge under the guest’s name.
High-security areas (offices, embassies, government buildings) — orders are left at the security point or reception.

Once an order is accepted at reception, a front desk or a security point, it counts as delivered. Please give the recipient’s full name, room or ward number, and a contact phone number when ordering.

How to report a problem

Contact us within 48 hours of delivery. Complaints received after 48 hours cannot be considered for a refund or re-delivery.

Call us on 077 644 0898 or email sales@tandyflowers.lk.
Give your order number, the recipient’s name and the delivery date.
Describe the problem: damaged, wilted, wrong item, missing, or not delivered.
Send a clear photo of the flowers and packaging, where possible. Please keep the flowers until your inquiry is closed.

What we will do

After a standard inquiry, usually completed within 1 business day, we offer one of two remedies:

Problem	Re-delivery	Full refund
Damaged on arrival	Yes	Yes
Not fresh or poor quality	Yes	Yes
Wrong item delivered	Yes	Yes
Lost or not delivered	Yes	Yes
Late (after the requested date)	Yes	Yes

You choose the remedy. A re-delivery is made at no extra cost, on the next available day or a date you agree with us. A full refund covers the whole purchase price, including delivery charges.

What is not covered

Complaints made more than 48 hours after delivery.
An incorrect or incomplete address, name or phone number supplied by the customer.
The recipient refusing the order, or being unreachable after a delivery attempt.
Orders accepted by reception, a front desk or security, then lost or delayed inside the building.
Missing a preferred or specific delivery time, when the order arrived on the requested date.
Natural differences in flower colour, size or variety. We may substitute flowers of equal or greater value when an item is out of season.

Refund timing and method

Approved refunds are paid to the original payment method within 7–10 business days.

Card payments are returned to the same card. Your bank may take a few extra days to show the credit.
Bank transfers and cash-on-delivery orders are refunded by bank transfer to an account you name.
We confirm every approved refund by email or SMS.

Privacy Policy

T & Y Flowers collects only the details needed to take, deliver and support your order. We never sell your personal data. This policy follows Sri Lanka’s Personal Data Protection Act, No. 9 of 2022.

What we collect

From	Details
You (the buyer)	Name, phone number, email, billing address
The recipient	Name, delivery address, phone number
Your order	Items, delivery date and time preference, card message
Payment	Processed by our payment provider; we do not store full card numbers
Our website	Device and browser type, pages visited, cookies

How we use it

To process, deliver and confirm your order.
To contact you or the recipient about a delivery.
To handle complaints, re-deliveries and refunds.
To send offers and reminders, only if you agree. You can unsubscribe at any time.
To improve our website and services.

Who we share it with

We share details only with those who help us complete your order: delivery staff and courier partners, payment providers, and IT service providers. We may also share data when the law requires it. Card messages are read only by the staff who prepare your order.

How we protect and keep it

Our website uses secure (HTTPS) connections.
Only authorised staff can access customer data.
We keep order records for as long as needed for accounting and legal purposes, then delete them securely.

Cookies

We use cookies to keep your cart, remember your preferences and understand how our site is used. You can block cookies in your browser, but some features may not work.

Your rights

You can ask us to:

show you the personal data we hold about you,
correct details that are wrong,
delete your data, where the law allows,
stop sending you marketing messages.

To make a request, email sales@tandyflowers.lk. We reply within 14 days.

Changes to this policy

We may update this policy from time to time. The latest version is always on www.tandyflowers.lk.

Terms and Conditions

By placing an order with T & Y Flowers, by phone, email or at www.tandyflowers.lk, you agree to these terms.

1. Orders

An order is confirmed once payment is received and we send you a confirmation.
Please check the recipient’s name, address and phone number before ordering. We are not responsible for failed deliveries caused by incorrect details.
Card messages are printed exactly as you write them.

2. Prices and payment

All prices are in Sri Lankan Rupees (LKR) and include applicable taxes unless stated otherwise.
Delivery charges are shown at checkout before you pay.
We accept the payment methods listed on our website. Prices may change without notice, but the price you paid at confirmation is final.

3. Flowers and substitutions

Flowers are natural products, so colour, size and shape may vary slightly from photos. If a flower is out of season or unavailable, we may substitute it with one of equal or greater value, keeping the style and colour of the arrangement.

4. Delivery

Delivery is made on the date you request.
Preferred time windows are met wherever possible; specific times can be requested but not guaranteed.
Special conditions apply to hospitals, hotels and high-security areas. Orders left at reception, a front desk or security count as delivered.
If the recipient is unavailable, we will contact them or you to arrange the next step. A second delivery may carry an extra charge.

5. Cancellations and changes

Cancel or change an order at least 24 hours before the delivery date for a full refund.
Within 24 hours of delivery, your flowers may already be prepared, so we cannot offer a refund on cancellation.
Same-day orders cannot be cancelled once confirmed.

6. Complaints, refunds and returns

Complaints must be made within 48 hours of delivery. After a standard inquiry, we will re-deliver your order or give you a full refund. Full details are in the Return Policy and Refund Policy above.

7. Liability

Our liability for any order is limited to the amount you paid for it. We are not responsible for delays caused by events beyond our control, such as severe weather, road closures, strikes or public emergencies.

8. Privacy

We use your personal data only as described in the Privacy Policy above.

9. Governing law

These terms are governed by the laws of Sri Lanka.

10. Changes to these terms

We may update these terms at any time. The version on www.tandyflowers.lk on the day you order applies to that order.

Contact us

Channel	Details
Phone	077 644 0898
Email	sales@tandyflowers.lk
Website	www.tandyflowers.lk
Hours	8:30 am – 7:30 pm

Please have your order number ready. Refund, return and re-delivery requests must reach us within 48 hours of delivery.