A cardboard box with a return arrow icon beside a clipboard labeled “Returns Policy” — representing ValentineDay.sg’s refund and return policy for gifts, flowers, and deliveries in Singapore.

Refund and Return Policy Singapore — ValentineDay.sg

Understanding Our Refund and Return Policy Singapore

Why ValentineDay.sg Refund Policy Matters

Our refund and return policy Singapore is designed to give every customer of ValentineDay.sg clarity, confidence, and a fair resolution if something goes wrong. Because we sell fresh flowers, edible gifts, and personalised items, we set out clear terms so expectations are aligned, quality is protected, and deliveries remain reliable across Singapore.

This page explains when a refund, return, or replacement may apply, how to contact us, what is excluded, and the timelines to follow. By placing an order on ValentineDay.sg, you agree to this refund and return policy Singapore. For legal context (payment, liability, IP), please also review our Terms & Conditions and Privacy Policy.

1) Scope of This Refund & Return Policy

This policy covers all purchases made through ValentineDay.sg, including fresh bouquets, preserved florals, chocolates and sweets, soft toys & bears, personalised gifts, gift hampers, and any add-ons (cards, balloons, vases, etc.). It applies to standard, express, and same day flower delivery.

Why this policy protects you and our brand

Flowers and treats are perishable, and personalised items are custom-made. Clear rules ensure safe handling, transparent expectations, and consistent outcomes that protect you as a customer and us as your trusted Singapore florist and gift partner.

2) Eligibility for Refund, Return, or Replacement

We handle issues on a case-by-case basis, and may offer a replacement (preferred), store credit, partial refund, or full refund where appropriate. To be eligible, one of the following must apply:

  • Incorrect item delivered — your product differs materially from your order.
  • Damaged on arrival — packaging broken, vase shattered, or florals significantly wilted.
  • Non-delivery due to our fault — internal error by ValentineDay.sg or our courier partner.

To lodge a claim, contact us within 2 hours of delivery (or the scheduled delivery window if no one was available to receive) with your order number and clear photos:

Providing photos allows our team to assess condition quickly and fairly. If your claim is approved, we will arrange a like-for-like replacement within 24 hours (subject to stock and delivery slot availability). Where an exact item is unavailable, we may offer a suitable substitute of equal or higher value, store credit, or a refund.

3) Items That Are Non-Refundable and Non-Returnable

For health, safety, freshness, and customisation reasons, the following are not eligible for refund or return:

  • Fresh florals, preserved florals, and balloons once delivered or handed to building security/concierge.
  • Chocolates, confectionery, cakes, or any food items.
  • Personalised or custom products (names, initials, engravings, printed cards, or bespoke hampers).
  • Orders marked “delivered” where the recipient is unavailable, uncontactable, or refuses delivery.
  • Orders with inaccurate addresses, wrong unit numbers, missing gate codes, or incorrect contact numbers provided at checkout.
  • Damage or deterioration occurring after delivery due to storage conditions beyond our control (heat, pets, children, handling, or re-arranging of flowers).

Once items leave our studio or are accepted at the delivery location, responsibility for storage and condition passes to the recipient.

4) Cancellations & Order Changes

We begin preparing fresh and personalised items shortly after payment. Accordingly, orders cannot be cancelled after they are confirmed. In rare cases where production has not started, we may approve a cancellation at our discretion, subject to a 25% administrative fee to cover payment processing and allocation costs.

Order changes (card messages, addresses, delivery windows, product variations) are subject to feasibility. Please WhatsApp us immediately; additional fees may apply for re-routing or re-delivery.

5) Delivery Windows, Access & Re-Delivery

We strive to meet your selected date and time window. However, traffic, weather, and building access can affect timing. Reasonable delays do not qualify for refunds or compensation.

  • Recipient unavailable: If no one is available, we may leave with a neighbour/concierge or at the door (where safe). This is considered delivered.
  • Restricted access: If security or building rules prevent access, the delivery is deemed fulfilled.
  • Re-delivery: When feasible, we can re-deliver for an additional fee; fresh remake fees may apply.

For premium timing needs (ROMs, proposals, corporate receptions), please contact our team in advance so we can plan contingency buffers.

6) Quality & Substitutions

We source seasonal florals and artisan treats daily. Natural variation in colour, size, and form is expected. If a product component becomes unavailable, we may substitute with equal or higher value items that preserve your design style and intent. This helps us maintain freshness and on-time delivery without compromising overall presentation.

7) Non-Halal Certification Disclaimer

ValentineDay.sg is not a Halal-certified website. Certain gifts may contain or come into contact with non-Halal ingredients (e.g., gelatin, alcohol flavouring, or animal-derived products). Please review product descriptions carefully. By ordering, you acknowledge that we make no warranty of Halal compliance and accept no liability for assumptions of Halal status.

8) How Refunds Are Processed

Approved refunds are issued to the original payment method. Processing times depend on your bank or provider (typically 5–10 working days). Where appropriate, we may offer store credit for faster resolution.

For payment security, we partner with trusted gateways. Learn more about safe checkout practices on PayPal’s Buyer Protection page. (External resource for general guidance.)

9) Contact & Response Times

We aim to respond to support messages within the same business day. To help us assist you quickly, please include: order number, recipient name, delivery address, delivery window, and photo evidence (where relevant).

If your enquiry concerns delivery timing for a special event, please message us early—our logistics team can advise the best window or alternatives from our Valentine’s Day gifts Singapore collection.

10) Fair Use & Abuse Prevention

We are committed to fair outcomes. However, we may decline or limit service where there is evidence of misuse, fraudulent claims, repeated refund demands without basis, threatening behaviour, or resale of our products without consent. All replacement and refund decisions are made at our sole discretion.

11) Summary — Refund and Return Policy Singapore

To recap our refund and return policy Singapore: report issues within 2 hours, include photos, and we will prioritise a like-for-like replacement, or provide store credit/refund when warranted. Non-returnable items include fresh florals, food, and personalised gifts. Cancellations after confirmation aren’t possible, and reasonable delivery delays do not qualify for compensation.

Thank you for choosing ValentineDay.sg—Singapore’s trusted partner for romantic flowers and gifts. Your satisfaction matters to us, and this policy helps us protect freshness, fairness, and beautiful deliveries every day.

12) Governing Law & Final Terms

This policy is governed by the laws of Singapore. If any clause becomes invalid or unenforceable, the remaining clauses remain in effect. ValentineDay.sg shall not be liable for delays or failures arising from events beyond reasonable control, including but not limited to severe weather, transport disruptions, public-health measures, or third-party actions.

For the most up-to-date terms, please revisit this page. Where helpful, related information may also be referenced in our Terms & Conditions and Privacy Policy.