Refund policy

Returns and Exchanges

Due to the perishable nature of flowers, Moonterra does not accept returns or exchanges once an order has been delivered. Flowers change quickly, and we cannot control storage conditions after delivery.

Refunds or replacements are considered only if the order is completely incorrect in terms of flower type or arrangement size.

Minor variations, including flower substitutions, packaging differences, or vase changes, are not eligible for returns or exchanges.

If there is an issue with your order, please contact us within 24 hours of delivery at hello@moonterra.us or call +1 (562) 93 98 137.

Refunds

We do not offer refunds based on personal preference, such as not liking the arrangement or changing your mind after delivery. Flowers are prepared specifically for each order, and once materials are purchased, refunds are not available.

When possible, we may offer a delivery date change or store credit for future orders.

Order Cancellations and Rescheduling

Cancellations or rescheduling must be confirmed directly with a Moonterra manager by phone during business hours. An order is not considered canceled or rescheduled until confirmation is given.

Cancellations are accepted within 24 hours of placing the order and are subject to a $20 service fee. After 24 hours, cancellations and refunds are not available.

Post-Delivery Responsibility

Once an order is delivered, we are not responsible for the condition of the flowers. For pickup orders, please review your order before leaving, as responsibility transfers once the order is picked up.

Customers are responsible for providing the correct delivery address and delivery date. Incorrect address details may result in a $30 fee for a second delivery attempt.

Substitutions

Flower substitutions may be necessary due to seasonal availability or supply limitations. Any substitutions will be made with flowers of equal or higher value while keeping the overall look and color style of the arrangement as close as possible to the original.