Refund policy
Return and Cancellation Policy
Effective October 13, 2026.
This policy applies to purchases made directly from Bella Rosa MTL online, in store, by telephone or by email. Bella Rosa MTL and Fleurs To Go are brands of 9566-5931 Quebec Inc.
Problems with an order
For damaged flowers, the wrong product, an incomplete order or another problem, contact Bella Rosa MTL promptly at (514) 862-5989 or bellarosa.mtl@gmail.com. We ask that you report flower-quality or delivery problems within 24 hours of delivery or pickup, with the order number and photos where possible. This prompt-reporting request helps us investigate perishable goods. If photos cannot reasonably document the issue, explain what happened.
For a damaged product, wrong item or missing item caused by our fault, you may choose a replacement or store credit under our voluntary customer-service policy. Contact us so we can assess the issue and arrange the solution. For a damaged item, store credit covers only that item’s purchase price, including its applicable taxes and fees, not unaffected items in the order. Store credit never expires. Do not dispose of disputed items before we can give reasonable instructions where retaining them is practicable.
Change-of-mind returns
Unused, non-personalized accessories and unused standard preserved-rose products may be brought back to the store within 14 calendar days of delivery or pickup for a change-of-mind return. Bring your order number or proof of purchase. Advance authorization is not required for these eligible accessory returns. The item must be unused, unaltered, undamaged and in its original packaging. Preserved roses must remain in their original arrangement, box or dome and must not have been watered, removed or rearranged. We inspect the returned item before approving store credit.
Fresh flowers, plants and personalized or custom-made products are not eligible for change-of-mind returns. Chocolates follow the separate conditions below. Gift cards follow their applicable statutory rules and any separately disclosed voluntary terms.
Returns are made in store at 5979 Rue Hochelaga. The item must be brought back within the 14-day period. Eligible change-of-mind returns of accessories and standard preserved-rose products receive store credit only.
Chocolates
For return-policy purposes, chocolates are treated as accessories. Unopened chocolates in intact original packaging may be returned to the store within the 14-day return period for store credit rather than a change-of-mind refund. Bring proof of purchase. The chocolates must be unopened, unused, properly stored and in intact original packaging.
If chocolates are spoiled when received, contact us promptly, with photos where possible. Our voluntary remedy is an exchange or store credit. This applies to a problem present when you received the product, including mould found when first opening the box. It does not cover damage caused afterward by improper customer transport, storage or handling—for example, chocolates melting after being left in a car in the sun. A problem discovered after opening is not excluded merely because the packaging has been opened. Do not consume chocolates suspected to be spoiled.
Fresh bouquets and pickup inspection
Fresh flowers and bouquets are not eligible for change-of-mind returns, refunds or store credit. The 24-hour reporting request concerns flowers that arrive damaged during delivery, not an ordinary return period. For delivery damage caused by our fault, you may choose replacement or store credit. If you are unhappy with your bouquet, contact us promptly: we will discuss your concern and work with you to make it right.
For pickup, please inspect the product in the store and tell us about any visible concern before leaving so we can address it. After collection, you are responsible for appropriate transport, storage and care. Our voluntary policy does not cover damage caused afterward by mishandling, inadequate care or exposure to unsuitable conditions.
Live plants and contamination prevention
Live plants are final sale for changes of mind and are not eligible for a voluntary refund or exchange. Once a plant leaves our store, it may be exposed to pests or plant diseases in another environment. Bringing it back could introduce contamination to the other plants in our store. This precaution protects our living plant collection.
If your plant arrives damaged, shows signs of pests or disease upon receipt, or has another quality problem, contact us promptly with your order number and photos where possible. Please do not bring a potentially contaminated plant into the store without contacting us first; we will agree on a safe way to assess the issue.
Cancelling before preparation
Contact the store to confirm whether preparation has begun. Before preparation begins, we will gladly accommodate changes, subject to product availability. The total price may change with the requested modifications. Ordinary orders, including custom bouquets made with in-stock flowers, may also be cancelled or rescheduled before preparation begins, subject to the cancellation terms below.
If a customized order is being prepared to your preferences, it cannot be changed or cancelled for a change of mind because it cannot be resold.
If an order has been prepared but is not yet out for delivery, we can reschedule the delivery time or location, provided the new date/window is available and the new location is within our delivery zone. This does not allow changing the prepared arrangement or cancelling it for a change of mind. Any delivery-fee difference is disclosed before you accept the change. If a driver is already assigned, courier cancellation/rebooking charges may apply as described below. No address change is possible after driver pickup.
Bella Rosa charges no store cancellation fee for an eligible cancellation before preparation begins. Any actual courier cancellation charge already incurred is separate and follows the conditions below.
Once preparation begins, change-of-mind cancellation is no longer available under our voluntary policy. An order for flowers purchased specifically for you is not cancellable for a change of mind after that commitment is agreed. We identify and confirm special-order arrangements before committing to them.
Courier charges and delivery problems
If a driver has been assigned but has not picked up the order, the courier may charge a cancellation fee determined by the provider, up to the original delivery fee paid. This is separate from any store fee. A corrected address may require rebooking and a new delivery fee. Addresses cannot be changed after pickup.
For failed delivery caused by an incorrect/incomplete customer-provided address or incompatible customer instructions, a return-to-store fee may apply up to the original delivery fee. Redelivery requires a new delivery fee. We do not charge the customer for correcting an error that is our responsibility. See the Shipping Policy for instructions and unattended delivery.
Uncollected pickup orders
We contact you when your order is ready for pickup. The entire pickup order—including fresh flowers, accessories, preserved roses and chocolates—is held for a maximum of 24 hours from that notification. Please collect your order during store opening hours or contact us promptly if there is a problem.
If the entire order or any part of it remains uncollected after the holding period, the uncollected items may be disposed of. Our voluntary policy does not provide store credit or a remake for an order not collected within this period.
If the holding deadline falls while the store is closed, you may collect the order when the store next opens. We will not dispose of the order before that collection opportunity.
Delivery delays and disruptions
We work to deliver within your selected window. Weather, traffic, road closures, system malfunctions and other unforeseen disruptions may cause delays. If delivery cannot proceed as arranged, we may need to delay it, arrange a new delivery time or cancel the delivery. We contact you when we learn of a material disruption to discuss the available arrangements.
A discretionary refund of the delivery fee is assessed case by case according to the circumstances.
Price adjustments and competitor prices
We do not offer retrospective price adjustments. If an item goes on sale or a promotion begins after your purchase, the later offer does not change the price of your completed purchase. We do not match other retailers' prices.
Refund handling and legal rights
Refunds are issued to the original payment method unless another lawful method is agreed. We issue approved refunds within one working day. Your bank or payment provider may take additional time to display the funds; applicable statutory deadlines remain in effect. A discretionary store credit is not a substitute for a cash/payment refund required by law. Where a statutory cancellation right applies, the refund and any required return-cost arrangements follow the law, including applicable deadlines.
This policy is subject to Québec law and applicable Canadian federal law. Mandatory consumer rights, legal warranties and liability that cannot be excluded take priority over any conflicting final-sale, cancellation, pickup, delivery-fee or store-credit condition. A replacement or store credit does not replace a refund or another remedy required by law. The 24-hour reporting request does not shorten those rights. A lawful complaint or chargeback remains available.