Terms of Service

Petalino Flower Bar & Events

Last Updated: October 14, 2026

Welcome to Petalino Flower Bar & Events.

Petalino Flowers Inc., operating as Petalino Flower Bar & Events ("Petalino," "we," "us," or "our"), is a floral design business based in North Vancouver, British Columbia, Canada.

We specialize in funeral and sympathy flowers, wedding and event florals, custom floral arrangements, and everyday flower deliveries.

By accessing our website or placing an order through www.petalino.com, you acknowledge these Terms of Service and the policies applicable to your purchase.

We encourage all customers to review these terms before completing an order.

1. Products & Floral Design

Every floral arrangement created by Petalino is individually designed using fresh, natural flowers and greenery.

The photographs displayed on our website represent the general style, colours, size, and overall appearance of our floral designs.

However, because flowers are natural products, variations may occur in:

• Flower varieties and seasonal availability

• Bloom size, colour, shape, and maturity

• Greenery and foliage

• Containers, ribbons, and decorative materials

• Overall appearance and arrangement composition

We make every reasonable effort to maintain the advertised design, colour palette, size, and value of each arrangement.

Exact replication of product photographs cannot be guaranteed, as natural flowers vary in appearance and availability.

2. Flower Availability & Substitutions

Petalino purchases fresh flowers frequently, generally every other day, based on our customers' orders.

We do not grow or import flowers directly, nor do we maintain a large stored inventory of fresh flowers at our location.

Occasionally, certain flower varieties may be unavailable due to seasonality, supplier shortages, weather conditions, or other circumstances beyond our control.

When necessary, we may substitute unavailable flowers or materials with alternatives of equal or greater value, while maintaining the arrangement's intended style and colour palette as closely as reasonably possible.

If a significant change to an arrangement is necessary, we will make reasonable efforts to contact the purchaser before proceeding.

If we cannot reasonably fulfill the essential characteristics of an order, we will contact the purchaser to discuss available options, including cancellation and a refund where appropriate.

3. Order Placement & Acceptance

Customers are responsible for providing accurate and complete information when placing an order.

This includes:

• Purchaser's name, email address, and phone number

• Recipient's name and contact information

• Complete delivery address and postal code

• Requested delivery date

• Funeral or memorial service details, where applicable

• Greeting card, ribbon, or personalized message instructions

After an order is placed, an order confirmation will be sent to the email address provided.

Orders are subject to product availability, delivery availability, and successful payment processing.

If we cannot fulfill an order as placed, we will contact the purchaser promptly to discuss available options. If the order cannot be fulfilled and no alternative is agreed upon, any payment collected for the unfulfilled order will be refunded.

4. Pricing & Payments

Unless otherwise indicated, prices displayed on our website are in Canadian dollars (CAD).

Applicable taxes and any delivery or additional service charges will be disclosed before the customer completes checkout.

All payments must be made through the payment methods offered at checkout, unless a separate payment arrangement has been agreed upon in writing.

We reserve the right to correct website pricing or description errors. If an error affects an order, we will contact the purchaser to explain the issue and offer an appropriate resolution. We will not increase the price of a completed order without the purchaser's agreement.

Promotional offers, discounts, and coupon codes are subject to their stated conditions, eligibility requirements, and expiry dates.

5. Funeral & Sympathy Flower Orders

We understand that funeral and memorial arrangements are often time-sensitive and emotionally significant.

Petalino takes special care in preparing and coordinating these deliveries.

When placing a funeral or sympathy flower order, the purchaser is responsible for providing accurate service information, including:

• Name of the deceased

• Funeral home, chapel, church, cemetery, or venue

• Complete delivery address

• Date and scheduled time of the service

• Any special delivery instructions

We make reasonable efforts to coordinate deliveries so that floral arrangements arrive before the scheduled service.

However, delivery timing may be affected by venue restrictions, inaccurate information, road conditions, severe weather, or other unforeseen circumstances.

If a delivery concern arises, we will make reasonable efforts to contact the purchaser or relevant venue and resolve the issue promptly.

6. Complimentary Funeral & Sympathy Flower Delivery

Petalino is pleased to offer FREE delivery on all funeral and sympathy flower orders within our designated Metro Vancouver delivery area.

Complimentary delivery applies whether the arrangement is being delivered to:

• Funeral homes and memorial chapels

• Churches and places of worship

• Cemeteries

• Celebration-of-life venues

• Private residences and family homes

There is no minimum purchase requirement for eligible funeral and sympathy flower orders.

Free delivery is not restricted to selected funeral homes or partner locations.

For destinations outside our designated service area, delivery availability and any additional charges must be confirmed before an order is accepted.

For complete information, please review our Shipping & Delivery Policy:

www.petalino.com/policies/shipping-policy

7. Regular Flower Delivery

For everyday bouquets, celebrations, and other non-funeral floral orders, delivery charges are calculated according to the destination and disclosed during checkout.

Standard delivery windows and available dates are provided through our online ordering process.

We make reasonable efforts to deliver within the requested timeframe, but exact delivery times cannot be guaranteed unless specifically arranged and confirmed.

Some deliveries may be completed by third-party delivery providers working on our behalf.

Customers must ensure that all delivery details are accurate and that reasonable access to the location is available.

If delivery cannot be completed because of an incorrect address, restricted access, or an unavailable recipient, we will make reasonable efforts to contact the purchaser and discuss available options.

Any additional delivery charges will be communicated and agreed upon before they are incurred.

8. Order Changes & Cancellations

We understand that plans may change.

Requests to modify or cancel an order should be submitted by the original purchaser to info@petalino.com, preferably at least 24 hours before the scheduled delivery date.

Because our flowers are purchased primarily on an order-by-order basis, changes and cancellations may become difficult once flowers have been purchased or design work has begun.

Cancellation requests are reviewed according to the order's preparation status, any specifically agreed custom-order conditions, and our Return & Refund Policy.

Any applicable cancellation charges or non-refundable commitments will be disclosed before purchase where required.

Customers retain all cancellation and refund rights available under applicable consumer protection laws.

9. Custom Orders, Personalized Ribbons & Messages

Petalino offers custom floral designs, personalized ribbons, sympathy messages, and other special-order services.

Customers are responsible for reviewing the accuracy of all requested wording, names, dates, spelling, and languages before completing their order.

This is particularly important for funeral ribbons, memorial messages, and personalized tributes.

We reproduce personalized wording according to the information provided and may contact customers for clarification when necessary.

Changes to personalized products may not be possible once printing, preparation, or production has begun.

Any applicable additional charges or restrictions for custom requests will be communicated before the order is finalized.

10. Returns, Complaints & Refund Requests

Due to the perishable nature of fresh flowers, we do not ordinarily accept returns or exchanges of delivered floral arrangements.

Petalino does not provide replacement or substitute floral arrangements as part of its standard discretionary quality-complaint resolution process.

However, we may consider a full or partial refund when a genuine quality or damage concern is supported by sufficient evidence.

Under our standard discretionary refund review process:

• Complaints must be submitted by the original purchaser, not the recipient.

• Concerns should be reported within 4 hours of receipt.

• The purchaser must provide their order number and a description of the issue.

• Clear photographs are required showing the entire arrangement and close-up images of the reported damage or quality concern.

• Photographs should be taken promptly upon receipt, before the arrangement has been altered or extensively handled.

Photographic evidence enables us to examine the condition of the flowers and determine whether the reported issue is consistent with damage, deterioration, or another quality concern.

Without sufficient photographic evidence, we may be unable to assess or approve a discretionary quality-related refund.

All complaints should be submitted to:

info@petalino.com

Each request will be reviewed individually. Refunds are not automatically guaranteed.

The four-hour reporting period and photographic requirements apply to our standard discretionary review process and do not restrict any legal rights or remedies customers may have.

For complete details, please review our Return & Refund Policy:

www.petalino.com/policies/refund-policy

11. Fresh Flower Longevity & Care

Fresh flowers are delicate, natural products with different lifespans.

Some varieties naturally last longer than others, even under similar conditions.

Although we carefully inspect and prepare our flowers before delivery, we cannot guarantee their continued condition or longevity after the initial four-hour inspection period because their storage, environment, and handling are outside our control.

Factors that may affect flower quality include:

• Excessive heat or direct sunlight

• Proximity to heating systems

• Exposure to freezing or unsuitable temperatures

• Placement near garbage, food waste, or ripening produce

• Insufficient water

• Unclean containers

• Improper storage or handling

For the best possible longevity, we recommend keeping flowers in a cool environment, away from direct sunlight and heat.

Where suitable for the flower varieties involved, a cool room or appropriate floral refrigerator is recommended.

Flowers may be placed outside in a protected location when temperatures remain above 3°C, provided the flowers are suitable for those conditions.

For flowers arranged in water, we recommend changing the water and trimming the stems diagonally every two days.

For flowers arranged in floral foam, the foam should be thoroughly watered daily. Where practical, flowers may be removed from the foam and placed directly into fresh water.

Normal changes in a flower's appearance caused by its natural lifespan or unsuitable conditions after delivery are not covered by our standard discretionary refund policy.

Nothing in this section excludes responsibility for a product that was defective or otherwise failed to meet applicable legal requirements at the time of delivery.

12. Wedding & Event Floral Services

Wedding flowers, large-scale installations, corporate events, and other custom floral services may require a separate written proposal, quotation, or service agreement.

These agreements may specify:

• Design requirements and scope of work

• Deposits and payment schedules

• Setup, delivery, and removal arrangements

• Venue access requirements

• Cancellation and modification conditions

• Equipment and rental responsibilities

Where a separately accepted written agreement applies, its specific terms will govern that service to the extent permitted by law.

13. Website Content & Intellectual Property

All original photographs, floral designs, written descriptions, logos, graphics, and other content created or owned by Petalino are protected by applicable intellectual property laws.

Unauthorized copying, commercial reproduction, distribution, or use of our original content is prohibited without prior written permission, except as permitted by law.

Customers may view and use our website for lawful personal shopping and informational purposes.

14. Website Accuracy & Availability

We make reasonable efforts to ensure our website accurately displays product information, pricing, availability, and delivery services.

Occasionally, errors or technical interruptions may occur.

If we discover an error affecting an order, we will contact the purchaser and offer an appropriate resolution.

We may update website content, product listings, and service availability as our business evolves, but changes will not retroactively alter an existing purchase agreement without the customer's consent where required by law.

15. Privacy & Personal Information

Petalino respects the privacy of its customers and recipients.

We collect and use personal information as reasonably necessary to process orders, coordinate deliveries, communicate with customers, and provide our services.

We may share necessary delivery information with authorized delivery partners and relevant venues to complete an order.

Information is handled in accordance with our Privacy Policy and applicable privacy legislation.

For more information, please review:

www.petalino.com/policies/privacy-policy

16. Responsibility & Limitation of Liability

Petalino is committed to fulfilling orders with reasonable care, skill, and professionalism.

To the extent permitted by applicable law, we are not responsible for flower deterioration caused solely by improper storage, unsuitable environmental conditions, or mishandling after delivery.

We are also not responsible for circumstances beyond our reasonable control, such as severe weather, road closures, or unexpected venue access restrictions, although we will take reasonable steps to minimize their impact and communicate with affected customers.

Nothing in these Terms of Service excludes or limits any liability, warranty, consumer right, or remedy that cannot legally be excluded or limited.

17. Customer Conduct

Customers agree to use our website lawfully and provide truthful information when placing orders.

We reserve the right to decline or cancel orders involving suspected fraud, misuse of payment information, unlawful activity, or abusive or threatening conduct, subject to applicable law.

If we cancel a paid order that has not been fulfilled, we will refund the amount paid for the unfulfilled order.

18. Governing Law & Consumer Rights

These Terms of Service are governed by the applicable laws of British Columbia and Canada.

Nothing in these terms is intended to remove or restrict customers' rights under the British Columbia Business Practices and Consumer Protection Act or other applicable legislation.

Customers retain all statutory rights relating to defective products, misrepresentation, contract cancellation, and other consumer protections.

We encourage customers to contact us directly so we can attempt to resolve concerns fairly and promptly.

19. Changes to These Terms

Petalino may update these Terms of Service periodically to reflect changes in our business operations, services, or legal requirements.

The updated policy will be published on our website with a revised effective date.

Changes will apply prospectively and will not alter an existing customer's purchase agreement without any consent required by law.

20. Contact Information

For questions about these Terms of Service, orders, delivery arrangements, or customer concerns, please contact:

Petalino Flowers Inc.

Operating as Petalino Flower Bar & Events

North Vancouver, British Columbia, Canada

Email: info@petalino.com

Phone: 778-997-2070

Website: www.petalino.com

We sincerely appreciate your trust in Petalino Flower Bar & Events. Whether you are celebrating a joyful occasion, honouring a loved one, or sending a thoughtful gesture, we are committed to creating beautiful floral arrangements with professionalism, compassion, and care.