Refund Policy
Refund & Cancellation Policy
Effective date: 7 June 2026
HerFlowers by Ohannas Atelier stands behind every arrangement we create. This policy sets out what you can expect when something falls short – and how we make it right. It covers wedding florals, corporate events and gifting, sympathy flowers, floral workshops, and shop orders.
1. Our Quality Guarantee
We guarantee the quality and freshness of every order we deliver. If your flowers do not meet the standard we promised, we will replace, credit, or refund – no arguments. This guarantee applies to all orders and is our baseline commitment to every client.
- Freshness guarantee: Your flowers should remain in good condition for a minimum of 5-7 days with proper care and conditioning.
- Accuracy guarantee: Your arrangement will reflect the style, palette, and scale described or agreed at time of order.
- Substitution transparency: If a bloom is unavailable due to seasonal supply, we substitute with a comparable alternative of equal or greater value and inform you in advance where time permits.
2. Shop & Fresh Flower Orders
Fresh flowers are perishable. We do not accept returns for change of mind. However, if we fall short of our quality guarantee, please reach out through our enquiry form within the time window below – your claim will be reviewed personally.
- Report the issue within 24 hours of delivery with clear photographs.
- Include your order reference and a description of the concern.
- We will respond within 1 business day with a resolution.
Resolution options (determined at HerFlowers’ discretion based on the nature and extent of the issue):
- Full replacement arrangement delivered at no charge
- Partial replacement for the affected portion
- Store credit equal to the affected value
- Refund to original payment method
3. Custom & Bespoke Orders
Custom commissions – including wedding florals, corporate events, grand opening stands, sympathy installations, and large-scale venue work – require significant advance planning, confirmed sourcing, and reserved studio capacity. The following terms apply to all such commissions.
Deposits
- A deposit of 50% of the quoted amount is required to secure your date and commence design work.
- Deposits are non-refundable once design consultation and sourcing commitments have begun.
- Deposits may not be transferred to a different event date without prior written agreement from HerFlowers.
Client Cancellations
| Notice before event date | Deposit | Additional liability |
|---|---|---|
| 90 days or more | Forfeited | None |
| 30-89 days | Forfeited | 25% of remaining quoted balance |
| Under 30 days | Forfeited | 50% of remaining quoted balance |
| Under 7 days | Forfeited | 100% of remaining quoted balance |
Wedding commissions: cancellation terms in your signed proposal take precedence where they differ from the above. For questions on your specific proposal, use the enquiry form below.
Quality Shortfall on Custom Orders
If HerFlowers fails to deliver the agreed scope, quantity, or aesthetic standard, we will issue a partial refund proportional to the documented shortfall, to be agreed in writing within 5 business days of the event date.
4. Workshops
Floral workshops – including public sessions, private hen parties, and corporate team-building – operate under the following terms. Fees are paid in full at the time of booking.
| Cancellation notice given | Outcome |
|---|---|
| 72 hours or more before session | Full refund or free transfer to next available date |
| 24-72 hours before session | Credit note valid for 6 months from issue date |
| Under 24 hours / no-show | No refund, no credit |
Private and corporate workshop bookings operate under terms agreed in your booking confirmation, which may differ from the above.
5. Cancellation by HerFlowers
In the event HerFlowers must cancel a confirmed booking due to unforeseen circumstances – including illness, force majeure, or critical supply failure – we will:
- Shop orders: Issue a full refund within 3-5 business days, or rebook as your priority at no additional charge.
- Custom orders: Refund all payments received in full, including any deposit paid.
- Workshops: Issue a full refund or offer priority rebooking at no additional cost.
6. How to Make a Claim
All refund, quality, and cancellation claims are handled through our enquiry form. This ensures your request is logged, reviewed personally, and responded to within 1 business day. In your message, include:
- Your order reference or booking details
- A description of the issue
- Photographs where applicable
We will acknowledge within 1 business day and provide a resolution within 5 business days.
Submit a refund or quality claim
Use our enquiry form to send your claim details. We review every submission personally and respond within 1 business day.
7. Refund Processing Times
Approved refunds are returned to your original payment method within 5-10 business days of approval. Processing times may vary by issuing bank. Store credits are issued immediately by email and carry no expiry date unless otherwise stated in writing.
8. Governing Law
This policy is governed by the laws of Singapore. Nothing in this policy limits your rights under the Consumer Protection (Fair Trading) Act or any other applicable Singapore legislation.