Refund policy

Return & Refund Policy

Last Updated: 10-08-2026

At Gifted By Hand, every product is carefully handmade, packed and checked before dispatch. Because our bouquets are handcrafted and delicate, we generally do not accept returns for change of mind or personal preference.

However, if your order arrives damaged, defective, incorrect, or significantly different from what you ordered, we are here to help.

1. Return Eligibility

We accept return/replacement requests only when:

The product arrives damaged or defective.
You receive the wrong product.
The product is significantly different from the product shown or described on our website.
The product is damaged during transit.

To request a return, replacement, or refund, please contact us at giftedbyhand.hello@gmail.com within 7 days of delivery.

Please include:

Order number
Clear photos of the product
Photos of the packaging
A short description of the issue

We may request additional photos or videos to verify the issue.

2. Return Timeframe

Any eligible return, replacement, or damage claim must be reported within 7 days of delivery.

Requests submitted after this period may not be accepted, except where required under applicable law.

3. Damaged or Defective Products

We take responsibility for products that arrive damaged or defective.

If your bouquet is damaged during delivery:

Contact us at giftedbyhand.hello@gmail.com within 7 days of delivery.
Send clear photos/videos of the product and packaging.
Our team will review the claim.
If approved, we will offer either:
- A replacement, or
- A refund, depending on the situation and product availability.

For transit-damaged products, please retain the original packaging until your claim has been resolved.

4. Wrong Product

If you receive a product different from what you ordered, please contact us within 5 days of delivery.

After verification, we will arrange a replacement with the correct product or provide a refund if a replacement is unavailable.

5. Refund Process

Once your refund is approved, we will initiate the refund to the original payment method.

Refund processing time: 2 Working days

Please note that the time taken for the refund to appear in your bank account/card may vary depending on your payment provider or bank.

6. Exchanges & Replacements

We offer exchanges/replacements for:

Damaged products
Defective products
Incorrect products
Products that do not match the order due to an error on our part

Exchanges are subject to product availability.

If the exact product is unavailable, we may offer an alternative product of similar value or a refund.

7. Non-Returnable Items

The following are generally non-returnable:

Products where the customer simply changes their mind
Products that have been used, altered or intentionally damaged
Products damaged after delivery due to improper handling
Products returned without prior approval
Products reported after 7 days of delivery
Any other items specifically marked as non-returnable on the product page

This does not affect your rights regarding products that are defective, damaged, incorrect, or otherwise not as described, as applicable under law.

8. Return Shipping Costs

If the return/replacement is required because:

We sent the wrong product, or
The product arrived damaged/defective,

Gifted By Hand will bear the reasonable return/replacement shipping cost.

9. Order Cancellation

Orders may be cancelled within 15 minutes of placing the order.

After the cancellation window has passed, cancellation may not be possible because handmade products may already have entered the preparation/production process.