Refund policy

At HAN FLOWERS Singapore, we want you to feel confident about your purchase. Please review our return and refund policy below.

Returns

We offer a 14-day return policy, meaning you have 14 days after receiving your item to request an eligible return.

For change-of-mind returns, items must be unused, in their original condition and packaging, and accompanied by a receipt or proof of purchase. The exclusions below apply.

To request a return, email hanflowersmall@gmail.com with your order number and reason for return. Once approved, we will provide return instructions. Please contact us before sending any item back.

Customers are responsible for shipping costs for change-of-mind returns. Where an item is defective, damaged on arrival or incorrectly supplied, we will arrange and cover reasonable return shipping costs where a return is required.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible, ideally within 24 hours, if your item arrives damaged, defective or incorrect. This reporting timeframe does not limit your statutory rights.

Please provide:

Your order number or proof of purchase
Clear photos of the item and packaging, where available
A description of the issue

We will assess the issue and arrange an appropriate remedy, such as repair, replacement or refund, in accordance with applicable consumer law.

Store credit will only be offered with your agreement. Original packaging is helpful when assessing damage, but its absence does not automatically exclude a valid claim for a defective or incorrect item.

Exclusions from Change-of-Mind Returns

The following are not eligible for change-of-mind returns:

Customised or personalised products
Sale or clearance items
Gift cards
Used items or items without their original packaging
Items damaged through misuse, improper care or handling after delivery

These exclusions do not affect your rights where an item is defective, damaged on arrival, incorrect or not as described.

Natural Variations in Preserved Flowers

Preserved flowers are natural materials. Minor variations in colour, size, texture and arrangement are expected, and screen settings may affect how colours appear.

Such minor variations are not normally defects. This does not exclude claims for damage, poor workmanship or significant differences from the product description.

Exchanges

We do not offer direct exchanges for change-of-mind purchases. You may request an eligible return within 14 days and place a separate order for your preferred item.

For defective, damaged or incorrectly supplied items, please contact us so we can assess the issue and arrange an appropriate remedy.

Refunds

Once we receive and inspect your returned item, or complete our assessment where a return is not required, we will notify you of the outcome.

Approved refunds will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional time to process the refund.

If more than 15 business days have passed since approval and you have not received your refund, please contact hanflowersmall@gmail.com.