Refund policy

Return & Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, in its original condition and packaging, and accompanied by the receipt or proof of purchase.

To start a return, please contact us at hanflowersmall@gmail.com. If your return is accepted, we will provide instructions on how and where to send your item. Items returned without prior approval will not be accepted.

Please note that customers are responsible for return shipping costs unless the return is due to our error (such as an incorrect or defective item).

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us within 24 hours of receiving your order with:

  • Your order number
  • Clear photos of the item and packaging
  • A description of the issue

We will review your request and, if approved, offer a replacement, store credit, or refund where appropriate.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Customised or personalised products
  • Items damaged due to misuse or improper handling after delivery
  • Products returned without original packaging
  • Sale or clearance items
  • Gift cards

As preserved flowers are made from natural materials, slight variations in colour, size, texture, or arrangement are normal and are not considered defects.

Exchanges

We only offer exchanges for items that are damaged, defective, or incorrectly shipped. If you wish to purchase a different product, please place a new order after your return request has been approved.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Processing times may vary depending on your bank or credit card provider.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hanflowersmall@gmail.com.