How to Apply for a Credit Note
At Santa Clara Gardens, We strive to ensure the best quality in every shipment. If your flowers arrive in poor condition, you can request a credit note by sending your claim exclusively to:
santaclara_gardens@hotmail.com
Step 1 — Check Security Seals
Inspect the security seals before unpacking. Make sure that all seals are intact and that the strap seal with the official Santa Clara Gardens logo is always present.
Step 2 — Deadlines and Validity
You have 12 days from the delivery date at the cargo agency to submit your claim. After this period, credit note requests will no longer be accepted.
Step 3 — Non-Eligible Cases
Credit notes are not available for damages caused by the airline or for boxes that were handled roughly, dropped, or show visible damage. Lost boxes during transport are also not covered. If you don’t send enough photos or complete information, the claim cannot be processed.
Step 4 — Required Information
Please include the following details in your email:
Invoice number
Short description of the problem
Number of damaged stems
Credit amount requested
If you have questions about the process, please contact our team.
Step 5 — Required Photos
To process your claim, please include clear photos showing:
The damaged stems, matching the quantity mentioned in your report
Several photos of the bouquets, according to the number of bunches per box
Photos of the box and bouquet labels, showing the bunch codes.
Step 6 — Invoice Corrections
After the invoice has been sent, you will have up to 3 days to correct any manual or billing errors before it is authorized by the SRI. After this period, no changes or corrections can be made, and you will need to follow the previous steps to request a credit note.