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Terms & Conditions

General Terms of Use
hyflowers (hereinafter referred to as "the Website") is the official website owned and operated by the hyflowers team. By accessing, browsing, and using this website, you unconditionally agree to comply with and be bound by the following terms and conditions. hyflowers reserves the right to change, modify, or update these terms at any time, and such modifications shall take effect immediately upon being posted on the website without prior individual notice.

Intellectual Property & Copyright Restrictions
As the owner of this website, hyflowers legally owns all intellectual property rights and copyrights for all content on this website. This includes, but is not limited to, all images, backend screenshots, audio clips, logos, text, digital downloads, database records, and system software. Without prior explicit written permission from the company, no individual or third-party organization may copy, reproduce, replicate, forward, modify, republish, or use any content for commercial purposes. hyflowers reserves the right to pursue full legal action and claim economic compensation.

Data Collection & Privacy Protection
By using the websites operated by hyflowers, you consent to our collection, transmission, and use of your personal data. As a direct-to-consumer cross-border floral brand featured by "Crafted in Shenzhen, Directly Delivered to Hong Kong," we eliminate intermediary wholesale markups to ensure the best "High Cost-Performance Value" for you. The personal data collected (such as names, Hong Kong delivery addresses, and phone numbers) will be used solely for order fulfillment, customs clearance declarations, shipping logistics, and providing exclusive member privileges.

We only provide indispensable customer details to third parties required to complete your order (such as customs brokers, banking merchant gateways, or property security management). We promise never to transfer or sell customer or recipient details to third parties for external marketing purposes. Under standard conditions, we can ship gifts anonymously at the customer's request. However, under specific regulatory legal requirements or electronic transaction safety checks, we must disclose sender details to complete the online transaction. Furthermore, this website does not use cookies to store any of your financial or banking card data.

Promotional Material
hyflowers may send electronic mail, text messages, or notifications regarding our latest fresh floral collections, seasonal limited designs (such as Valentine's Day or Mother's Day), and exclusive discount offers. If you wish to opt-out of receiving such marketing materials, you may email us at cs@hyflowers.com at any time, and we will process your request promptly.

Illicit & Fraudulent Activities
Any attempt to use the hyflowers platform for deceptive, malicious, or illegal activities constitutes a severe violation of the law. Utilizing false details (such as fake names, fraudulent shipping coordinates, or incorrect phone numbers) or purchasing items with stolen credit cards/electronic accounts on this site is strictly illegal. The company will terminate services immediately and take formal legal action, transferring relevant data to the Cyber Security and Technology Crime Bureau of the Hong Kong Police Force.

Pricing, Transactions & Refund Protocols

  • Price Transparency: All pricing listed on our site is denominated in Hong Kong Dollars (HKD). Unless dealing with large-scale corporate wholesale orders, the online checkout figure represents the final transaction pricing. Online promotional codes or discounts must be applied prior to confirming the transaction; we cannot apply discounts retroactively to already confirmed or paid orders.

  • Shipping & Surcharges: Our listed prices include foundational local fleet courier fees. During checkout, if your shipping coordinates fall within the remote sectors of the New Territories, outer islands (e.g., Tung Chung, Ma Wan, Discovery Bay, Hong Kong International Airport), or specialized venues requiring separate entrance fees, the remote location surcharge will be clearly itemized before final payment.

  • Refund Channel Limitations: Under exceptional refund circumstances deemed to be our responsibility, funds can only be reverted along the original channel to the credit card or official electronic payment account (such as PayMe/FPS) originally used by the buyer. hyflowers cannot process refunds to third-party accounts, nor can we issue cash or check refunds, in order to mitigate network money laundering and fraud risks.

Floral Product Substitution Policy
The hyflowers artisan team will make every effort to provide products that perfectly match the specifications displayed on the website. However, fresh flowers are seasonal natural crops, and their supply is naturally restricted by weather conditions, farm harvests, and peak holiday demand. We reserve the right to substitute materials with items of equal or higher value, ensuring that the quality, color blending, and overall visual balance match the original design. For example, if a specific premium red rose variety is in short supply, we may substitute it with equally precious pink roses or unique imported varieties, while keeping you informed or prioritizing product beauty.

 

Shipping Terms & Courier Protocols (Dedicated Fleet Regulations)

  1. Dedicated Fleet Efficiency: hyflowers manages "Our Dedicated Delivery Fleet with Specialized Personnel Handling" into Hong Kong to ensure arrangements are never compressed. Our standard delivery corridor runs from 9:00 AM to 6:00 PM. While we make every effort to deliver within your preferred window, actual arrival windows fluctuate according to daily customs clearance cycles, cross-border traffic, or sudden local congestion in Hong Kong. In the event of a delay, our Attentive Customer Service team will notify you immediately.

  2. Non-Refundable / Non-Returnable Delivery Exceptions: Since fresh cut floral arrangements are highly temporal, custom-crafted perishables, hyflowers will not accept any refund or return requests if delivery fails due to the following non-company reasons:

    -No one is available to receive the shipment within the specified slot (and building management/front desk refuses to accept it);

    -The Hong Kong shipping address supplied by the client is incorrect, incomplete, or flawed;

    -The client fails to provide sufficient entry coordinates (such as gate codes or building access
    permissions);

    -The recipient's phone number supplied is incorrect, turned off, or remains unanswered;

    -Extreme climatic conditions hit Hong Kong on the day of delivery (Typhoon Signal No. 8 or above, or a Black Rainstorm Warning).

  3. Modifications & Redelivery Surcharges: If a delivery fails due to incorrect customer details or an unreachable recipient, and a secondary delivery attempt needs to be scheduled after our fleet finishes its daily route, the customer must cover the corresponding redelivery surcharge. Furthermore, since flowers suffer natural degradation during extended holding and transit cycles, the company cannot guarantee peak flower quality upon secondary arrival. If an arrangement needs to be dismantled to replace withered stems, the customer will be charged an additional repacking and material loss fee of up to 70% of the product's original price. If delays are caused by weather or major traffic grids, our fleet will attempt a free redelivery within 24 hours without extra shipping costs.

 

Order Cancellations & Modifications

  1. Order Cancellations: If you wish to cancel an order, you must notify us or contact our attentive support team at cs@hyflowers.com at least 48 hours prior to the scheduled delivery date. Cancellations made with less than 48 hours' notice will incur a HKD 100 administrative processing fee. If the company has already purchased or allocated bespoke packaging materials and freshly cut flowers for your order, the transaction will be locked, and cancellation may no longer be possible. If the items have already been dispatched via our fleet, you will be required to pay the full product amount.

  2. Order Modifications: hyflowers reserves the right to refuse last-minute order alterations. Any adjustments to order details (such as changing dates or greeting card texts) must be submitted at least 48 hours prior to delivery. We cannot modify orders or product structures within 48 hours of delivery. If a modification is successfully processed by our team, any price differences resulting from a downsized specification will not be refunded.

Flower Quality & Post-Sale Complaints

  1. Natural Attributes of Flowers: hyflowers promises to deliver exceptional quality fresh cut flowers. However, flowers are highly perishable botanical organisms with natural lifespans. A flower's lifespan is heavily influenced by uncontrollable ambient variables (such as indoor temperatures, humidity, airflow, and whether the client follows correct pruning, daily water changes, and sun avoidance routines). The product imagery and descriptions on this website serve as a benchmark for overall visual style.

  2. Complaint Windows & Photographic Evidence: Because our floral products are highly perishable and exempt from standard 7-day online shopping return policies, we do not issue refunds for successfully delivered orders. If you have major concerns regarding the quality of received flowers or wish to file a defect complaint, you must contact our customer support department (Email: cs@hyflowers.com) within 2 hours (and absolutely no later than 24 hours) of delivery, and you must supply clear photos of the targeted item. The company reserves the right to request the preservation or return of the original product as part of our internal quality control investigation.

100% Satisfaction Guarantee & Scope Limitations
We are committed to your 100% satisfaction with our products and services. If you have any concerns regarding product quality and contact us within 24 hours of delivery—and our investigation confirms that the issue stems from our dedicated fleet transport or craftsmanship defects—our specialized team will follow up promptly to arrange a "replacement of the same style or an item of equivalent value."

Our 100% Satisfaction Guarantee does not cover: reasonable delivery delays caused by customs/force majeure traffic grids, material substitutions meeting our policy guidelines, recipient refusals due to anonymous gifting requests, or shortened flower lifespans caused by improper customer care (such as failing to trim roots, failing to change water, or exposure to high temperatures). The corresponding post-sale remedies are strictly limited to replacing the same style of floral product; cash refunds will not be issued.