Refund policy
Last updated: September 16, 2026
Cleo Botanica ("we", "us", "our") operates the online flower shop at cleobotanica.co.il and two shops in Tel Aviv-Yafo. This policy explains when an order can be cancelled, changed, or refunded.
Fresh flowers are a perishable product. Every bouquet is made to order and the flowers are bought fresh for your specific delivery date, so the rules below are different for fresh flowers and for non-perishable items.
1. Cancelling or changing an order
- More than 12 hours before delivery — free of charge. Full refund, or change the date, address, recipient or card message at no cost.
- Less than 12 hours before delivery — the flowers have already been bought and the bouquet may already be made, so we cannot guarantee a refund. We will always try to help: in most cases we can move the delivery to another date or issue store credit for the full amount.
- After the order has left the shop with the courier — it can no longer be cancelled.
To cancel or change an order, message us on WhatsApp at +972 52 685-1211 or write to info@cleobotanica.co.il with your order number.
2. Fresh flowers and the 14-day rule
Under Israeli consumer law, the general right to cancel a distance-selling transaction within 14 days does not apply to perishable goods. Fresh bouquets, flower arrangements and cut flowers are perishable, so they are covered by section 1 above rather than by the 14-day rule.
3. Non-perishable items
Vases, planters, candles, gift items and similar non-perishable products can be returned within 14 days of delivery, provided they are unused and in their original condition and packaging. Returning the item to one of our shops, or the cost of return shipping, is at your expense. A cancellation fee of up to 5% of the item price or ₪100 — whichever is lower — may apply, as permitted by Israeli law.
Potted plants are living goods. They can be returned within 48 hours of delivery if they have not been repotted and are in their original condition.
4. If something is wrong with your flowers
We stand behind everything that leaves our shops. If a bouquet arrives damaged, wilted, or clearly not what was ordered:
- Send us a photo on WhatsApp within 24 hours of delivery.
- We will replace the bouquet free of charge, or refund it in full — your choice.
Flowers need water. If a bouquet is left out of water after delivery, or kept in direct sun, next to a heater or beside ripening fruit, we are not able to treat that as a defect. Care instructions are sent with every delivery confirmation.
5. Substitutions
Flowers are seasonal and market availability changes daily. If a particular flower is not available on the day, we replace it with a flower of the same colour palette, style and value, keeping the overall look of the photograph. This is standard florist practice and is not grounds for a refund. If a substitution would significantly change the bouquet, we contact you first.
6. Failed deliveries
We deliver to the address and phone number given at checkout. If the recipient cannot be reached, or the address is incomplete or incorrect:
- Our courier calls you before returning the bouquet.
- Where possible, and with your agreement, we leave the bouquet with a neighbour, a doorman or at reception.
- Otherwise the bouquet comes back to the shop and is kept refrigerated. A second delivery attempt is charged at the standard delivery rate for that address.
An incorrect address or an unreachable recipient is not grounds for a refund, so please check the delivery details before you pay.
7. How refunds are issued
Approved refunds are returned to the original payment method. Depending on your bank or card issuer it usually takes 3–10 business days for the money to appear. The delivery charge is refunded together with the order when the order is cancelled in time, or when the fault is ours.
8. Contact us
Cleo Botanica
Nehama St 7, Tel Aviv-Yafo · Frenkel St 60, Tel Aviv-Yafo
WhatsApp / phone: +972 52 685-1211
Email: info@cleobotanica.co.il
Customer service: every day, 10:00–19:00 — English, Hebrew and Russian.