1. General Policy 一般退款政策

Due to the fresh and perishable nature of our flowers, all orders are made specially for each customer. Therefore, we generally do not accept cancellations, returns, or refunds once an order has been confirmed or preparation has begun.

由于鲜花属于新鲜及易腐产品，每份订单均会根据顾客要求特别制作。因此，订单确认或开始制作后，一般不接受取消、退货或退款。

2. Damaged or Incorrect Orders 花束损坏或订单错误

If your order arrives damaged, incorrect, or significantly different from what was agreed, please contact us within 4 hours of receiving the order. Clear photos or videos may be required for verification.

如果收到的花束有明显损坏、订单错误，或与双方确认的内容存在重大差异，请在收到订单后 4小时内 联系我们。我们可能要求您提供清晰的照片或视频以便核实。

3. Refund, Voucher or Replacement 退款、优惠券或更换花束

After reviewing the issue, we may offer a partial refund or a voucher for your next order, depending on the circumstances. If a replacement bouquet is requested and approved, the delivery fee for the replacement will be borne by the customer.

我们会在核实情况后，根据实际情况提供部分退款或下一次订单的优惠券。如需更换花束并获得批准，重新配送所产生的运费需由顾客自行承担。

4. Natural Variation 鲜花自然差异

Flowers are natural products. Slight differences in colour, size, shape, bloom stage, and arrangement are normal and are not considered defects.

鲜花属于天然产品，颜色、大小、形状、开放程度及整体排列出现轻微差异均属正常情况，并不视为产品瑕疵。

5. Customised Orders 订制订单

For customised bouquets, the final arrangement may vary slightly from reference photos depending on flower availability. We will maintain the agreed colour scheme, style, and overall value as closely as possible.

对于订制花束，由于花材供应情况不同，最终成品可能与参考照片略有差异。我们会尽可能按照双方确认的色系、风格及整体价值进行制作。

6. Delivery Issues 配送问题

We are not responsible for failed or delayed deliveries caused by incorrect recipient information, recipient unavailability, refusal to accept the order, or circumstances beyond our reasonable control.

如因收件人资料错误、收件人无法接收、拒收订单或其他非我们可合理控制的情况导致配送失败或延误，我们不承担相关责任。

7. Refund Processing 退款处理

Approved refunds will be processed through the original payment method where possible. Processing times may vary depending on the payment provider or bank.

获批准的退款将在可行情况下通过原付款方式处理。实际到账时间可能因付款平台或银行而有所不同。

8. Contact Us 联系我们

For any refund or order-related enquiries, please contact us through our official WhatsApp or contact channels.

如有任何退款或订单相关问题，请通过我们的官方 WhatsApp 或联系方式与我们联系。

By placing an order with us, you acknowledge and agree to this Refund Policy.

向我们下单即表示您已阅读、理解并同意以上退款政策。