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Terms and Conditions

πŸ“ Terms and Conditions

Welcome to Reflower (hereinafter referred to as "this online shop", "we", or "the Company"). Please read the following terms and conditions carefully before using the services of this online shop or placing an online order. By using this online shop or submitting an order, you acknowledge that you have read, understood, and fully agree to be bound by all the following terms and conditions.

1. Product Statement and Image Reference

  • Natural Product Characteristics: All floral products in this online shop are 100% handmade by local florists. As fresh flowers and plants are natural products, the growth form, size, degree of openness, and color of each flower are unique, and there will inevitably be minor differences from the website images.

  • Images for Reference Only: Product images on the website are for reference only. The actual visual effect of the product may vary due to the actual growth conditions of seasonal flowers and screen color differences. We do not accept refund or exchange requests based on "not being entirely consistent with the images."

2. Substitution Policy

  • Seasonal and Supply Limitations: The supply of fresh flowers is highly affected by seasons, climate, and import logistics. In the event that individual flowers, foliage, or packaging materials (such as pots, wrapping paper, ribbons) are out of stock or do not meet our strict quality standards, we reserve the right to substitute them with quality flowers/materials of equal or higher value, with a similar overall style and color scheme, without prior notice, to ensure your order is delivered on time and perfectly.

3. Ordering and Payment

  • Order Confirmation: All orders are subject to the availability of floral materials. After successful order placement and payment, the system will automatically send a confirmation email. Please ensure that the contact number and email address you provided are correct.

  • Accuracy of Information: Customers must ensure the recipient's name, delivery address, contact number, and delivery date filled in the order are accurate. The Company shall not be held responsible for any failure of delivery or delay due to incorrect or incomplete information and may charge an additional redelivery fee.

4. Order Changes and Cancellations

  • Order Changes: To change the delivery address, message card content, or contact information, customers must contact our customer service by 12:00 PM on the day before delivery at the latest.

  • Cancellations and Refunds: As fresh flowers are perishable goods and florists may have already prepared, cut, and arranged your order, once an order is placed and payment is confirmed, we do not accept any cancellations or refund requests.

5. Delivery Policy and Responsibility

  • Order Cut-off Time: We provide 24-hour online self-service ordering. For same-day delivery, orders must be placed and paid for by 1:00 PM on the same day.

  • Remote Area Restrictions: The Company provides flower delivery services throughout Hong Kong, but does not deliver to certain remote areas and outlying islands (including but not limited to: Chek Lap Kok Airport, Discovery Bay, Lantau Island, Lamma Island, Sai Kung, Stanley, Repulse Bay, and village houses). Customers may also choose to pick up their order free of charge at our shop at 210 Prince Edward Road West, Kowloon.

  • Unsuccessful Delivery: If the driver arrives at the designated address and is unable to deliver due to the following circumstances: (a) the recipient refuses to accept, (b) the address provided is incorrect or inaccessible, (c) the recipient is not present and cannot be contacted, the driver will attempt to leave the bouquet with building management, front desk, or a co-habiting family member. If a proper delivery cannot be made, the bouquet will be returned to the shop. If customers request redelivery, an additional delivery fee will be charged.

  • Specific Delivery Times: We will do our best to accommodate specific delivery time requests from customers in the remarks section (e.g., auspicious wedding times), but due to actual traffic and weather conditions, we cannot provide an absolutely precise minute-level commitment.

6. Inclement Weather Arrangements (Force Majeure)

  • In the event of a Typhoon Signal No. 8 or higher, Black Rainstorm Warning, or other force majeure factors (e.g., severe traffic paralysis, natural disasters), delivery services for that day will be suspended and postponed. Our customer service will contact you as soon as possible to reschedule the delivery date and time. No refunds will be issued in such cases.

7. Quality Assurance and After-sales Service

  • We strictly control the quality of fresh flowers. If you find any severe unnatural damage or breakage to the bouquet upon receipt (excluding normal petal growth marks or outer protective petals), please take photos of the entire bouquet and the damaged part within 12 hours of receiving the flowers and send them to our customer service WhatsApp along with your order number. We will assess and follow up for you as soon as possible. Late reports will not be accepted.

8. Intellectual Property Rights

  • All content on this website (including but not limited to logos, images, floral designs, text, and layout) is copyrighted by Reflower and protected by the laws of the Hong Kong Special Administrative Region and international copyright laws. Without our written authorization, no one may reproduce, modify, publish, or use it for any commercial purpose.

9. Terms Modification and Governing Law

  • The Company reserves the right to modify and update these terms and conditions at any time without prior notice. The modified terms will take effect immediately.

  • These terms and conditions shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region. In case of any dispute, Reflower reserves the right to make the final decision.