Refund policy
Return & Exchange Policy
This policy is designed to provide clarity, protect your rights, and ensure a pleasant shopping experience with Alton Flowers N Gifts. It does not affect your statutory rights under Singapore law.
1. No Direct Exchanges
Alton Flowers N Gifts does not facilitate direct item-to-item exchanges.
If you wish to change your item, please proceed with a return request (subject to approval) and place a new order for the replacement product.
2. Damaged, Incorrect, or Incomplete Items
If you receive:
-
A damaged item
-
An item with missing parts
-
An incorrect product
(excluding courier-related damage or customer-inflicted damage),
please contact our customer service within 7 days of receiving your order.
You must provide clear photo or video evidence to support your claim.
Claims submitted after 7 days or without documentation may not be eligible.
3. Return Eligibility Requirements
To qualify for a return, items must meet all of the following conditions:
-
Unopened
-
Unused
-
In original packaging with all tags attached
-
In resellable condition with no signs of wear, installation, or alteration
Non-Returnable & Non-Refundable Items
Due to customization and irreversible preparation, we do not accept returns for:
-
Artificial Grass Carpet (cut-to-size)
-
Ball Ribbons (custom-prepared)
-
Custom-cut bamboo, branches, or plants
-
Cut-to-size foliages, moss, and installation materials
-
Custom floral arrangements
-
Any product modified to your specific dimensions or requirements
These items are prepared uniquely for your order and cannot be restocked.
4. Shipping Fees for Returns and Exchanges
4.1 Customer-Initiated Returns
If the return is not due to an error by Alton Flowers N Gifts:
-
Shipping fees will not be refunded
-
A round-trip delivery fee will apply for collection and re-delivery
-
Fees will vary based on the size and weight of the item
Please contact customer service for a delivery fee quotation.
4.2 Our Mistake
If the issue is caused by us (wrong item, missing items due to our error, or verified defect),
Alton Flowers N Gifts will cover all shipping costs for the exchange or replacement.
5. Orders Placed in Error
We do not accept returns for customer mistakes such as:
-
Ordering the wrong size
-
Choosing the wrong colour or variation
-
Selecting the wrong quantity
We are committed to delivering exactly what is ordered, and customer order errors are not eligible for return or refund.
6. Exchange Value Guidelines
If an exchange is approved:
-
It must be for an item of equal or higher value
-
If the replacement item costs more, you may top-up the difference
-
If it costs less, no refund will be issued for the price difference
7. Product Variation Disclaimer
Due to the nature of artificial plants and décor products, please note that:
-
Lighting conditions may cause colours to appear slightly different
-
Screen/monitor settings may affect perceived colour tones
-
Minor dimension differences (1–3 cm) may occur due to manual measurements
-
Handcrafted or assembled items may have slight natural variations
These factors are not considered defects and are not valid reasons for return or exchange.
8. Installed or Assembled Items
For items that have already been installed, assembled, or used—such as plant walls, moss walls, arrangements, and décor setups—returns will not be accepted once installation is completed.
We are not responsible for damage arising from improper handling, environmental exposure, or misuse after delivery or installation.
9. Return Process
To request a return:
-
Contact our customer service team with your order number
-
Provide clear photos/videos of the issue
-
Our team will evaluate within 1–3 working days
-
If approved, we will arrange collection (fees may apply if not our error)
Items returned without prior approval will not be accepted.
10. Final Decision
Alton Flowers N Gifts reserves the right to make the final decision on all return and exchange matters.
We aim to handle every case fairly and transparently to ensure a smooth experience for all customers.