Flower Refund & Cancellation Policy – Vietnam

At Send Flowers Vietnam, we stand behind the quality of our fresh arrangements and local delivery service. Please review our policy regarding order cancellations and refunds.

1. Order Cancellations & Modifications

Because fresh flowers are perishable items and bouquets are custom-made for each order, cancellation timelines are strictly monitored:

• Cancellations 48 Hours or More Before Delivery: You are eligible for a full refund to your original payment method, excluding any non-refundable payment processing or currency conversion fees where applicable.
• Cancellations Between 24 to 48 Hours Before Delivery: You may be eligible for a 50% refund, as materials or specific flowers may have already been sourced or prepared for your bouquet.
• Cancellations Less Than 24 Hours Before Delivery (Including Same-Day Orders): The order is not eligible for a refund once our florists have already started designing or completed the arrangement.

2. Quality Issues & Freshness Guarantee

We have a strict ‘Real Photo Promise’ where we send you a live photo of the completed arrangement before it leaves our local workshop. Once the customer has approved the real photo of the completed bouquet, refunds or redesign requests based solely on personal preference may not be accepted.

If the flowers arrive significantly damaged due to transport, please contact us immediately. To be eligible for a replacement or a partial/full refund due to quality issues, you must:

• Contact us within 4 hours of delivery.
• Provide clear, high-quality photos showing the damaged areas of the bouquet.
• Keep the flowers in their original delivered condition for assessment. Due to the perishable nature of fresh flowers, we cannot assess or grant refunds for quality complaints received after this 4-hour window.

3. Non-Refundable Delivery Situations

As detailed in our Flower Delivery Policy, certain situations out of our direct control may prevent successful delivery. In the following cases, the order will be considered fulfilled and may not be eligible for a refund:

• The sender provided an incorrect, incomplete, or outdated delivery address.
• The recipient is completely unreachable via phone/calls after multiple attempts by our courier, and there is no secure location or front desk reception to leave the flowers.
• The recipient explicitly refuses to accept the floral gift.

4. Refund Processing Time & Fees

Once a refund is approved by our support team, we will process it back to your original payment method (PayPal, Credit Card, or Debit Card).

Please note that international banking and card processors typically take 5 to 10 business days to reflect the credited funds back into your account balance. This timeline is entirely controlled by your financial institution or card issuer. Please note that payment gateway fees, foreign exchange fees, or bank charges may not be refundable, depending on your payment provider.

5. Substitution Policy

Seasonal weather conditions may sometimes affect flower availability. If a specific flower or wrapping material is out of stock, we reserve the right to substitute it with an item of equal or greater value, ensuring the overall color scheme and style of the bouquet remain beautiful. We will make reasonable efforts to notify you or send a preview photo before dispatch. Substitutions made under these terms are not grounds for a refund. You can check our detailed FAQ for visual examples.

Have questions about an order?

If you need to modify, delay, or discuss a cancellation for your floral order, please contact us immediately.

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