Refund Policy

At Kado Essence, we are committed to delivering serene and meaningful experiences through our floral subscriptions, printed products, and events. We understand that plans may change, and we aim to handle refunds with fairness, clarity, and care.

1. Grace Period for Refunds

We offer a 24-hour grace period from the time of purchase during which you may cancel your order for a full refund, provided:

• The order has not yet been processed or delivered.

• The product or service is not custom or time-sensitive (e.g., event bookings within 72 hours).

To request a refund within the grace period, please email info@kadoessence.com with your order number.

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2. Floral Subscriptions (Seasonal & Annual)

Our Ikebana subscriptions are hand-delivered within the Greater Toronto Area and offered as:

• Seasonal Subscription: Includes 4 deliveries

• Annual Subscription: Includes 5 deliveries (four seasonal + one bonus New Year arrangement

Refund Conditions:

• Full refunds are available if cancellation is requested within 24 hours of purchase and before the first delivery.

• If cancellation occurs after the first delivery, a prorated refund may be issued based on the number of remaining deliveries.

• Prorated refunds are calculated by subtracting the value of completed deliveries from the total subscription cost, minus a 15% cancellation fee to cover administrative and preparation costs.

• Refunds will be issued to the original payment method within 7–10 business days of approval.

• To cancel a subscription, please contact info@kadoessence.com at least 5 days before your next scheduled delivery.

Gift Transfer Option:

If you choose not to request a refund, you may transfer any unused deliveries to a friend, family member, or colleague within the GTA. To initiate a gift transfer, please email info@kadoessence.com with the recipient’s name, address, phone number and preferred delivery date. Transfers must be arranged at least 10 days in advance of the next scheduled delivery.

Important Notes

• Delivered within GTA only: Friday to Sunday between 9 AM – 5 PM. Delivery can occur at any time within this window; specific delivery times cannot be guaranteed). Please ensure the shipping/delivery address and recipient’s phone number are accurate when placing your order.

• If there are special delivery instructions (e.g., gate codes, concierge names, safe drop-off spots), please include them at checkout.

• For outdoor deliveries, please be aware that weather conditions (extreme heat, cold, rain) can impact the condition of the flowers.

• We do not offer same day deliver at the moment.

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3. Printed Products

Refunds for printed items such as invitations, menus, and custom designs are considered on a case-by-case basis:

• If your order arrives damaged or incorrect, please notify us within 48 hours of delivery.

• We may offer a replacement or partial refund depending on the issue.

• Custom designs are non-refundable once approved and sent to print.

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4. Event Bookings

Please refer to our Event Cancellation Policy for full details. In summary:

• Full refunds are available for cancellations made 7 or more days before the event.

• Cancellations made 4–6 days before the event are eligible for a 25% refund.

• Cancellations made within 72 hours of the event are non-refundable.

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5. Force Majeure

Kado Essence is not liable for delays, cancellations, or non-performance due to circumstances beyond our control, including but not limited to:

• Natural disasters

• Severe weather

• Public health emergencies

• Transportation disruptions

• Government restrictions

In such cases, we will make every effort to reschedule or offer partial refunds where appropriate.

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6. Non-Refundable Items

The following items and services are non-refundable:

• Custom floral arrangements after delivery

• Approved and printed custom designs

• Event bookings cancelled within 72 hours of the scheduled date

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7. Customer Satisfaction Guarantee

Your satisfaction is important to us. If you are unhappy with any part of your experience, please contact us at info@kadoessence.com. We will do our best to resolve the issue with care and attention.

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8. How to Request a Refund

To request a refund, please email info@kadoessence.com with:

• Your order number

• Reason for the request

• Any relevant documentation or photos (if applicable)

We aim to respond within 2 business days and process approved refunds within 7–10 business days.