Returns and Cancellations Policy

Returns, Cancellations & Post-Sale Policy

hyflowers is dedicated to ensuring a 100% perfect cross-border floral gifting experience for every client. To guarantee that you receive only the finest designs, every custom bouquet and arrangement created by hyflowers undergoes strict quality control at our modern design base in Shenzhen before being dispatched directly to Hong Kong via our dedicated direct fleet.

Fresh cut flowers are seasonal, organic, and perishable products. Their vase life and presentation are naturally affected by Hong Kong's local climate, indoor environments, and care routines. While we strive for absolute perfection, unpredictable accidents during cross-border transit can occasionally occur. If you detect any major quality anomalies with your purchase, please follow the post-sale protocols itemized below.

1. Product Quality Issues & Return Protocols

Pre-Dispatch Photographic Verification: For your ultimate peace of mind, hyflowers takes high-resolution photographs of all completed arrangements at our base before our dedicated cross-border fleet departs. These are sent directly to your WhatsApp or registered email address.
The Golden 2-Hour Post-Delivery Window: If you discover severe transit damage or significant design defects upon arrival, you must contact our customer support team at cs@hyflowers.com within 2 hours of delivery (verified strictly against our courier’s timestamped electronic proof of delivery). You must supply your order number and clear, close-up photographs of the defective materials.
Post-Window Exclusion: Because fresh flora begins to degrade rapidly once removed from our fleet's climate-controlled interior, any complaints or issues raised after this 2-hour window are strictly outside our guarantee and cannot be accommodated.
Return Logistics: If a return is verified by our team, detailed shipping guidelines will be provided. We do not accept any returns sent back without prior formal confirmation from our staff. Unsanctioned returns or packages rejected at the destination without communication will be discarded immediately without a refund. Any auxiliary cross-border transit logistics expenses arising from non-company errors shall remain the sole financial responsibility of the client.
Post-Sale Resolutions: If an investigation confirms that the defect stems from our craftsmanship or fleet handling, we will completely recreate the arrangement and arrange free secondary dispatch within 2 days. If the client explicitly requests a cash refund instead, because fresh flowers are custom-made perishables that cannot be repackaged or resold, a 50% deduction fee will be applied to cover incurred administrative and sourcing costs. The remaining 50% balance will be reverted along the original channel to your credit card, PayPal, Stripe, PayMe, or FPS account within 14 business days.

2. Greeting Card & Message Card Document Errors
As all incoming texts are cataloged manually by our customer care division, clients must review their text entries carefully during checkout.

Bouquet Message Cards: In the rare event of a typographical or clerical error caused by our team on small card insertions, a premium blank backup card is typically included in the delivery package for the recipient or client to fill out manually. If specific circumstances prevent you from doing so (e.g., the purchaser is outside Hong Kong), please contact our team immediately, and we will arrange a satisfactory alternative remedy.
Grand Opening Stands & Fruit Basket Header Cards:

Modification Limits: Under standard operating procedures, our design desk will transmit a draft screenshot of the card layout to the client for verification prior to physical printing. We provide one complimentary modification run. To minimize errors, please limit revisions. Any subsequent adjustment runs requested after the first amendment will incur a layout and re-printing fee of HKD $20 per card.
Liability Matrix: If an opening flower stand arrives at a venue with text errors, and the client had never requested any modifications to the initial text inputs, confirming an unforced error by our staff, hyflowers accepts full liability. We will dispatch a dedicated vehicle to rush a newly reprinted correct card to the venue immediately.
Errors Arising from Multiple Client Revisions: If a typographical misalignment occurs following multiple text changes or manual layout amendments requested by the client, we will reprint the card free of charge, but the vehicle courier expenses required to dispatch the replacement card to the Hong Kong venue must be covered entirely by the client.

3. Order Modifications & Cancellation Matrices
If you need to change your floral design choice, alter the Hong Kong shipping coordinates, or reschedule the delivery calendar, you must notify our support desk at least 48 hours prior to the original delivery date. Please explicitly cite your Order Number to ensure swift tracking. Rescheduling or modifications submitted late will incur the following fee tiers:

Tier I (Delays within 2 Days)：If the rescheduled delivery date falls within 2 days of the original date and the specific flower varieties permit safe preservation, we will hold and refresh your arrangement free of charge.
Tier II (Rescheduling > 2 Days, requested at least 2 business days in advance): If notice is given at least 2 business days in advance for a delay exceeding 2 days, because rare materials may have already been secured from our farms a week prior, a material loss surcharge of 30% of the original product price will be applied.
Tier III (Rescheduling > 2 Days, requested before 7:30 PM on the preceding day): If notice is given after the 2-business-day window but before 7:30 PM on the day prior to delivery, as the bouquet has already entered physical assembly by our florists, a surcharge of 50% of the original product price will be billed to cover materials and fleet routing losses.
Tier IV (On the Scheduled Delivery Day): No date or address alterations can be accepted on the day of execution. If delivery fails due to recipient absence or client error, the arrangement will be retrieved and stored at our logistics center. The client may arrange self-collection within 2 days at their own expense; if you require the hyflowers fleet to execute a secondary delivery, a full secondary direct courier delivery fee based on live market routing quotes must be paid in advance.
Order Cancellations

Cancellation requests must be submitted within 24 hours of successful ordering (and cannot apply to rush orders scheduled for delivery within 48 hours). Successful cancellations will incur an administrative transaction fee of up to 15%.
Once the 24-hour post-purchase threshold passes, as allocations are locked with our farms, the transaction enters an irreversible track: Cancellations made a week or more prior to delivery will receive a 70% refund; cancellations made within a week but at least 48 hours prior will receive a 50% refund; orders scheduled for delivery within 48 hours (including same-day and next-day rush items) are strictly non-cancelable and non-refundable.

4. Rush Orders Without Prior Communication & Peak Holiday Exclusions
The procurement, hydration, master assembly, and cross-border customs declarations for premium floral items demand rigorous lead times.

Standard Lead Times: Standard flower arrangements require an advance booking notice of at least two days (excluding designs explicitly marked on the website for same-day or next-day rush dispatch).
Peak Season Exclusions: During high-demand holidays including Lunar New Year, Valentine's Day, and Mother's Day, cross-border freight routes operate at peak capacity, and select standard website items will be temporarily suspended.
Invalid Order Settlements: If a client forces a transaction during a blackout period or without providing the required lead time, the company cannot fulfill the original delivery date and time. Our desk will contact you to negotiate a rescheduled date. If a cancellation is forced due to timing mismatches, because external transaction merchant networks deduct processing fees instantly, the 5% gateway processing fee cannot be refunded, thank you for your understanding. If our staff fails to establish contact after multiple attempts within 24 hours, the order will default to being processed two days later or on the first available post-holiday clearance date. If delivery subsequently fails due to an unreachable recipient, the order will be legally logged as completed, and no refunds will be granted.

5. Natural Floral Substitution Disclaimer
Fresh flowers are living crops heavily affected by seasonal changes, weather fluctuations, and farm harvest cycles. In instances of sudden supply shortages (e.g., heavy rain affecting farm yields), hyflowers reserves the right to substitute auxiliary accents or primary filler materials with stems of equal or greater value without prior notification, prioritizing overall visual harmony and structural beauty.

For standard non-rush orders, we secure your materials a week in advance for professional artisan hydration, guaranteeing optimal presentation. Conversely, the shorter the preparation window (such as same-day rush orders), the harder it is to source identical foliage accents. Our floral designers will do their utmost to select the closest matching varieties, but we cannot guarantee a 100% exact replica of the catalog image. Please keep this natural characteristic in mind when placing your order.