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Refund Policy

HEARTWORK DESIGN PTE. LTD. 
Wedding Florist Services - Return Policy

Thank you for choosing HEARTWORK DESIGN PTE. LTD for your flower purchases and rentals. We are committed to ensuring your satisfaction with our products. Please review our return policy for fresh flowers, preserved flowers, and faux flower rentals below.

1. Fresh Flowers Purchases:

1.1 Returns: Fresh flowers are highly perishable and delicate. Due to their nature, we do not accept returns or exchanges for fresh flower purchases. However, if you receive flowers that are damaged or not as described, please contact us within 1 hour of delivery with photographic evidence. We will assess the situation and strive to provide a suitable resolution.

2. Preserved Flowers Purchases:

2.1 Returns: Preserved flowers are designed to maintain their beauty over an extended period. If you receive preserved flowers that are damaged or not as described, please contact us within 3 days of delivery with photographic evidence. We will review the case and may offer a refund, replacement, or store credit, depending on the circumstances.

2.2 Care Instructions: Please follow the care instructions provided with your preserved flowers to ensure their longevity. Failure to follow these instructions may affect the condition of the flowers and may void any potential return or exchange.

3. Faux Flower Rentals:

3.1 Reservations and Cancellations: When you reserve faux flower rentals, you are securing the items for your specified event date. Cancellations made within 1 calendar month prior to the event will result in a forfeit of the 50% security deposit.

3.2 Returns: Faux flower rentals are to be returned in the same condition as received. After your event, you have 3 days to return the rented items. A 50% security deposit will be held during the rental period and will be refunded upon satisfactory inspection of the returned items.

3.3 Damage or Loss: The Client is responsible for any damage, loss, or theft of rented items during the rental period. Any damage beyond normal wear and tear will result in the appropriate fees being deducted from the security deposit.

4. Force Majeure:

4.1 Unforeseen Circumstances: In the event of unforeseen circumstances beyond our control, such as natural disasters, acts of terrorism, strikes, or other force majeure events, HEARTWORK DESIGN PTE. LTD. shall not be held liable for any delays, cancellations, or modifications to orders or rentals.

5. General Guidelines:

5.1 Notification: To initiate any return or claim, please contact us at hello@heartworkdesign.co within the specified timeframes.

5.2 Photographic Evidence: For all return or claim requests, photographic evidence is required to substantiate the issue.

5.3 Refunds: Refunds for eligible returns will be issued within 3 to 5 business days after the item is received and inspected.

6. Contact Us:

If you have any questions or concerns regarding our return policy or need assistance with a return or exchange, please reach out to our customer service team at hello@heartworkdesign.co

Please note that this return policy is subject to change without prior notice. The terms and conditions in effect at the time of your purchase or rental will apply.

Last updated: 9 Aug 2023.

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