Refund policy

Returns & Refunds

As all arrangements are freshly made to order, returns and exchanges are not available once an order has been placed and payment confirmed.

Order Cancellations
Cancellations may be requested within 2 hours of placing your order by WhatsApp to 8428 1222. After this window, no cancellations or refunds are accepted as preparation begins promptly.

Damaged or Incorrect Orders
If your order arrives damaged or incorrect, please contact us within 24 hours of delivery via WhatsApp at 8428 1222 with clear photos and your order number.

Please note that Jiyu Florals photographs all arrangements at the point of delivery as part of our quality assurance process. Claims of damage will be assessed against our delivery photo. Where damage is determined to have occurred prior to delivery, we will offer a replacement or partial refund at our discretion.

Jiyu Florals is not responsible for damage caused after delivery, including improper flower care, exposure to heat or direct sunlight, or failure to follow our flower care guidelines.

Self-Collection Orders
For orders collected in person, customers are encouraged to inspect their arrangement at the point of collection. Once the arrangement has been collected and accepted, Jiyu Florals will not be liable for any damage claims thereafter, as the condition of the arrangement was available for inspection at the time of collection.

Flower Substitution
As flowers are seasonal and subject to availability, Jiyu Florals reserves the right to substitute specific blooms with alternatives of equal or higher value that are aesthetically similar. We will notify you where possible if a significant substitution is required.

Failed Deliveries
If a delivery fails due to an incorrect address provided by the customer, or if the recipient is unavailable to receive the order, Jiyu Florals will not be liable for the loss of flowers. A re-delivery fee may apply for a second delivery attempt.

Refund Processing
Where a refund is approved, Jiyu Florals will process it within 7-14 business days via the original payment method. Please note that the actual time for the refund to appear in your account may vary depending on your bank or card issuer, and is beyond our control.

Questions?
WhatsApp us at 8428 1222 or email contact@jiyuflorals.com — we're always happy to help. 🌿