Refund Policy
Effective Date: January 15, 2025
We believe in being straightforward about how refunds work at Ottavio Montara. Seasonal florals are a unique service—each arrangement is created specifically for you, using fresh materials that can't simply be restocked. That said, we want you to feel confident when ordering from us.
Understanding Our Refund Approach
Here's the thing about working with seasonal flowers—we source fresh materials and start preparing your composition as soon as you place an order. This means that once we've begun work, there's a point where we can't turn back without significant waste.
We handle refund requests on a case-by-case basis because every situation is different. Maybe the delivery timing didn't work out, or perhaps what arrived wasn't quite what you had in mind. We're reasonable people, and we'll work with you to find a fair solution.
Early Cancellations
If you cancel within 48 hours of placing your order and we haven't started sourcing materials yet, we can typically offer a full refund minus a small processing fee.
Quality Issues
If your arrangement arrives damaged or significantly different from what was discussed, get in touch within 24 hours with photos. We'll make it right.
Delivery Problems
When delivery issues on our end mean your florals arrive late or miss an important occasion, we'll work out a partial refund or replacement.
The Refund Process
We've kept this simple because nobody wants to jump through hoops when something goes wrong.
Step One: Contact Us Quickly
Reach out to support@winnwin.it.com or call +994556316284 as soon as you realize there's an issue. The faster we know, the more options we have to help you.
Step Two: Tell Us What Happened
Send photos if relevant, explain what went wrong, and include your order number. We need context to understand the situation and respond appropriately.
Step Three: We Review Your Request
Someone from our team will look at your case within one business day. We're not a massive corporation—you're dealing with actual people who care about getting this right.
Step Four: Resolution
Once we've agreed on a solution, refunds typically process within 5-7 business days. The exact timing depends on your bank, but we initiate things quickly on our end.
A realistic note about timing: During peak seasons—think holidays and major celebrations—response times might stretch to 2-3 business days instead of our usual one day. We're a small operation, and sometimes demand outpaces our ability to respond instantly.
What We Can't Refund
Some situations fall outside what we can reasonably accommodate with refunds:
- Change of mind after work begins: Once we've sourced your specific flowers and started creating your arrangement, the materials can't be reused for other orders. Natural products don't wait around.
- Minor color variations: Seasonal florals vary slightly in shade and tone. If your white roses have a touch more cream than expected, that's nature doing its thing, not a quality issue.
- Recipient preferences: If you ordered a gift and the recipient simply didn't care for the style, we can't process refunds based on personal taste. We do follow the brief you provide, though.
- Natural lifespan: Fresh flowers have a limited life. If your arrangement wilts after five days, that's typical. We include care instructions to help maximize longevity, but we can't refund based on natural deterioration.
- Delivery issues beyond our control: Wrong addresses, recipient not home, or building access problems that prevent delivery aren't grounds for refunds, though we'll work with you on rescheduling.
Payment Methods and Processing
Refunds go back to your original payment method. If you paid by card, expect to see the credit within 5-7 business days after we approve your refund. Bank transfers can take up to 10 business days depending on your financial institution.
For orders partially fulfilled—say we delivered part of a large event order—we calculate refunds proportionally. You're only refunded for what you didn't receive or what didn't meet our standards.
Processing fees from payment providers typically aren't refundable on our end since those costs are incurred immediately when you place an order. We know it's annoying, but it's a reality of how online payments work.
International orders: If you're ordering from outside Azerbaijan, currency conversion fees and international transaction costs aren't refundable. These are charged by banks and payment processors, not by us.
Special Circumstances
Life throws curveballs. Events get cancelled, plans change, and sometimes situations arise that nobody could predict. While we can't offer blanket refunds for every scenario, we try to be understanding when genuinely unusual circumstances occur.
If you're dealing with a family emergency, sudden travel restrictions, or another legitimate crisis that affects your order, contact us. We'll see what we can work out. These cases require documentation and honest communication, but we'd rather find a humane solution than stick rigidly to policy when it doesn't make sense.
For large event orders—weddings, corporate functions, significant celebrations—we typically work on contracts with specific terms. Those arrangements have their own cancellation and refund provisions based on how far along we are in the preparation process.
Questions About Refunds?
If something about this policy is unclear or you're unsure whether your situation qualifies for a refund, just ask. We'd rather clarify things upfront than have you discover limitations after the fact.