Return & Refund Policy

Fresh Flowers, Perishable Items and Final Sales

Fresh flowers are perishable and delicate by nature. As such, fresh flower purchases are generally considered final once the order has been prepared, dispatched or delivered. No product or service may be returned unless Craftway Floral has agreed otherwise in writing.

Customers are encouraged to check product details, delivery date, recipient information and message card wording carefully before confirming an order.

Approved Refunds

In the event that Craftway Floral agrees to provide a refund, the refund decision will be communicated in writing to the customer. Approved refunds will only be processed through the same payment method used for the original purchase.

Once processed by Craftway Floral, refunds may take approximately 7 to 10 business days to reflect in your account, depending on the payment provider, card issuer or bank processing timeline.

Cases Where Refunds May Not Be Provided

Craftway Floral is not responsible and does not guarantee refunds in the following situations:

• The order is delivered to an incorrect address provided by the buyer.
• The recipient is unavailable, has left the delivery location, or cannot be contacted at the time of delivery.
• Product quality is affected by improper handling, storage or care after delivery.
• Fresh flowers are not watered, re-cut or cared for properly by the recipient.
• The recipient does not like the chosen style, colour, flower type or arrangement design.
• The customer changes their mind after the order has been prepared, dispatched or delivered.
• Substitutions are made due to flower seasonality, stock availability or supply conditions.

Flower Substitution Policy

Fresh flowers may not always be in season or available in the exact colour, size or variety shown in product images. Craftway Floral reserves the right to substitute flowers, foliage, wrapping materials or decorative elements with similar alternatives where necessary.

Our team will do our best to maintain the overall look, feel, colour theme and value of the arrangement as closely as possible.

Recipient Availability and Delivery Responsibility

It is the sender’s responsibility to ensure that the recipient will be available at the delivery address on the selected delivery date. If the recipient is not present, has gone home early, is out of town, or cannot be contacted, this is not grounds for a refund or exchange once Craftway Floral has fulfilled the delivery attempt or delivery obligation.

For smoother delivery, please provide the recipient’s full name, mobile number, complete delivery address, unit number, company name where applicable, and any relevant delivery notes.

Artificial Plants, Artificial Flowers and Décor Items

Artificial plants, artificial flowers and décor items should be checked upon receipt or collection. If there is any issue with the product received, please contact Craftway Floral as soon as possible with your order details and clear photos of the item.

Returns, exchanges or refunds for non-perishable items are assessed on a case-by-case basis and may depend on product condition, packaging, order type, customisation, delivery status and written approval from Craftway Floral.