Refund, Cancellations & Exchange
Order Cancellation
Standard Orders
Cancellation requests must be submitted at least one (1) working day before the scheduled delivery or collection date.
Approved cancellations may be subject to an administrative charge of S$5.00 or 5% of the order value, whichever is higher.
Where flowers, gifts, balloons, packaging materials, supplies, or other products have been specially procured, prepared, customised, personalised, or reserved for the order, only up to 50% of the order value may be refundable.
Once an order has been delivered, collected, or successfully fulfilled, cancellation is not permitted.
Same-Day, Express & Urgent Orders
Orders placed for same-day, express, urgent, or immediate collection services may not be cancelled once order preparation has commenced.
Refunds for such orders shall be considered solely at Mysanflower's discretion.
Third-Party Products
Products supplied by third-party vendors, including but not limited to:
- Cakes
- Ice Cream
- Beverages
- Balloons
- Event Services
- Partner Merchandise
are generally non-cancellable and non-refundable once confirmed.
Failed Delivery & Redelivery
Where delivery cannot be completed due to:
- Incorrect or incomplete delivery information
- Recipient unavailable
- Refusal to accept delivery
- Restricted building access
- Failure to provide required access details
the order shall be deemed a failed delivery attempt.
A redelivery or change of delivery address may be subject to additional delivery charges.
A surcharge of S$20.00 (before GST) may apply for redirection, re-delivery, or subsequent delivery attempts.
Once delivery arrangements have been made, cancellation may be subject to a charge of up to 50% of the order value.
No cancellation is permitted after a delivery attempt has been made.
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Refund Policy
Refund requests shall be assessed on a case-by-case basis.
Refunds may be considered where:
- Products are delivered in a defective condition
- Products are damaged during delivery
- Incorrect products are delivered
- Duplicate payments have been made
- Orders cannot be fulfilled by Mysanflower
- Other exceptional circumstances approved by management
Approved refunds may be issued through:
- PayNow Transfer
- Store Credit
- Original Payment Method (where applicable)
The method of refund shall be determined by Mysanflower.
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Product Quality Concerns
Customers who are dissatisfied with a product should notify Mysanflower within twenty-four (24) hours of receipt and provide supporting photographs where applicable.
Upon verification, Mysanflower may, at its discretion:
- Replace the product
- Provide Store Credit
- Arrange a partial refund
- Arrange a full refund
The chosen resolution shall depend on the circumstances of each case.
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Exchange Policy
Items sold are generally non-exchangeable.
Exchanges may only be considered where:
- Products are delivered with defects
- Products are delivered in damaged condition
- Incorrect products are delivered
Approved exchanges shall be replaced with the same product or an equivalent product of similar value, subject to availability.
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Store Credit
Store Credits issued under any Mysanflower rewards or promotional programme:
- Have no cash value
- Are non-transferable
- Cannot be exchanged for cash
- Cannot be resold
- May be subject to expiry periods and programme-specific terms
Store Credits may only be redeemed through participating Mysanflower-operated channels.
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Processing Time
Approved refunds are generally processed within seven (7) to fourteen (14) working days, subject to verification and payment provider processing times.
Processing times may vary depending on the payment method used and circumstances of the request.
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Reservation of Rights
Mysanflower Pte. Ltd. reserves the right to:
- Reject refund, cancellation, or exchange requests that do not satisfy the requirements stated herein
- Request supporting evidence
- Offer replacement products or Store Credit in lieu of refunds where appropriate
- Amend this policy without prior notice
Nothing in this policy shall affect any statutory rights available under applicable Singapore law.
Standard Orders
Cancellation requests must be submitted at least one (1) working day before the scheduled delivery or collection date.
Approved cancellations may be subject to an administrative charge of S$5.00 or 5% of the order value, whichever is higher.
Where flowers, gifts, balloons, packaging materials, supplies, or other products have been specially procured, prepared, customised, personalised, or reserved for the order, only up to 50% of the order value may be refundable.
Once an order has been delivered, collected, or successfully fulfilled, cancellation is not permitted.
Same-Day, Express & Urgent Orders
Orders placed for same-day, express, urgent, or immediate collection services may not be cancelled once order preparation has commenced.
Refunds for such orders shall be considered solely at Mysanflower's discretion.
Third-Party Products
Products supplied by third-party vendors, including but not limited to:
- Cakes
- Ice Cream
- Beverages
- Balloons
- Event Services
- Partner Merchandise
are generally non-cancellable and non-refundable once confirmed.
Failed Delivery & Redelivery
Where delivery cannot be completed due to:
- Incorrect or incomplete delivery information
- Recipient unavailable
- Refusal to accept delivery
- Restricted building access
- Failure to provide required access details
the order shall be deemed a failed delivery attempt.
A redelivery or change of delivery address may be subject to additional delivery charges.
A surcharge of S$20.00 (before GST) may apply for redirection, re-delivery, or subsequent delivery attempts.
Once delivery arrangements have been made, cancellation may be subject to a charge of up to 50% of the order value.
No cancellation is permitted after a delivery attempt has been made.
-----
Refund Policy
Refund requests shall be assessed on a case-by-case basis.
Refunds may be considered where:
- Products are delivered in a defective condition
- Products are damaged during delivery
- Incorrect products are delivered
- Duplicate payments have been made
- Orders cannot be fulfilled by Mysanflower
- Other exceptional circumstances approved by management
Approved refunds may be issued through:
- PayNow Transfer
- Store Credit
- Original Payment Method (where applicable)
The method of refund shall be determined by Mysanflower.
-----
Product Quality Concerns
Customers who are dissatisfied with a product should notify Mysanflower within twenty-four (24) hours of receipt and provide supporting photographs where applicable.
Upon verification, Mysanflower may, at its discretion:
- Replace the product
- Provide Store Credit
- Arrange a partial refund
- Arrange a full refund
The chosen resolution shall depend on the circumstances of each case.
-----
Exchange Policy
Items sold are generally non-exchangeable.
Exchanges may only be considered where:
- Products are delivered with defects
- Products are delivered in damaged condition
- Incorrect products are delivered
Approved exchanges shall be replaced with the same product or an equivalent product of similar value, subject to availability.
-----
Store Credit
Store Credits issued under any Mysanflower rewards or promotional programme:
- Have no cash value
- Are non-transferable
- Cannot be exchanged for cash
- Cannot be resold
- May be subject to expiry periods and programme-specific terms
Store Credits may only be redeemed through participating Mysanflower-operated channels.
-----
Processing Time
Approved refunds are generally processed within seven (7) to fourteen (14) working days, subject to verification and payment provider processing times.
Processing times may vary depending on the payment method used and circumstances of the request.
-----
Reservation of Rights
Mysanflower Pte. Ltd. reserves the right to:
- Reject refund, cancellation, or exchange requests that do not satisfy the requirements stated herein
- Request supporting evidence
- Offer replacement products or Store Credit in lieu of refunds where appropriate
- Amend this policy without prior notice
Nothing in this policy shall affect any statutory rights available under applicable Singapore law.