At Petals Gala, every bouquet is carefully handmade, prepared and packed specifically for each order. As our products are handmade, slight variations in colour, shape, size and arrangement may occur and are considered part of the handmade nature of our products.
We are committed to ensuring that your bouquet reaches you in good condition. Our bouquets are securely packed using reinforced packaging, waterproof protection, cushioning materials and secured bouquet structures to reduce the risk of damage during transit.
1. Change of Mind & Order Cancellation
We do not accept returns or refunds for change-of-mind purchases.
This includes, but is not limited to:
- No longer needing the bouquet
- Changing your mind after placing an order
- Not liking the colour, design or arrangement after receiving the item
- Selecting the wrong colour, size or product
- Finding another design that you prefer
- Personal preference regarding the final appearance of a handmade product
For made-to-order, custom and personalised bouquets, cancellation is not accepted once production has started, as materials, time and labour may already have been committed to the order.
For custom-designed or blind-box bouquets, the final arrangement may vary from the customer’s expectations as the design is created based on the agreed budget, colour preference, occasion and recipient. Change-of-mind refunds are therefore not accepted once production has commenced.
2. Handmade Variations
As each bouquet is handmade, minor differences in:
- Flower shape
- Flower size
- Yarn texture
- Colour tone
- Arrangement
- Placement of decorative elements
may occur.
These minor handmade variations are not considered defects, provided that the product remains consistent with the confirmed order and description.
3. Wrong Item, Defect or Incorrect Order
If we have sent the wrong item, made a significant error compared with the confirmed order, or the product has a genuine manufacturing defect, please contact us as soon as possible.
Depending on the circumstances, we may provide:
- Repair
- Replacement
- Redelivery
- Return and full refund
The appropriate resolution will be determined based on the nature and severity of the issue.
4. Transit Damage
We take reasonable measures to protect every bouquet during delivery. However, parcels may occasionally be affected by external handling, impact, compression or other circumstances during transit.
If your bouquet appears to have been damaged during delivery, please contact us within 24 hours of receiving the parcel.
Evidence Required
To help us assess the condition of the parcel upon arrival and, where applicable, support a courier damage claim, customers are strongly required to record a continuous unboxing video.
The video should:
- Begin with the unopened parcel.
- Clearly show the condition of the outer packaging.
- Show any visible dents, tears, crushing, water damage or other abnormalities.
- Show the opening of the parcel.
- Show the internal packaging and protective materials.
- Continue until the bouquet has been completely removed and inspected.
Please also provide clear photographs of:
- The outer parcel
- Any visible damage to the packaging
- The internal packaging
- The bouquet as a whole
- The damaged areas
If an unboxing video is unavailable, we may request additional photographs, videos or other supporting evidence before determining the appropriate resolution.
The absence of an unboxing video does not automatically determine the outcome of a claim. However, insufficient evidence may make it difficult for us to verify when or how the damage occurred.
Please Keep All Packaging
If damage is discovered, please do not discard, repair, alter or dispose of the damaged item or its original packaging until the claim has been reviewed and resolved.
The original parcel, packaging materials and damaged item may be required as evidence for a courier claim.
5. Assessment of Damage
Each damage claim will be assessed individually based on:
- The condition of the item upon arrival
- The extent and nature of the damage
- The condition of the outer parcel
- The condition of the internal packaging
- The available photographs and videos
- The circumstances of delivery
- Whether the damage appears to have occurred during transit
- Whether the item can reasonably be repaired or replaced
A damage claim does not automatically entitle the customer to a fixed percentage refund.
Partial refunds, where applicable, are determined based on the actual extent and nature of the damage rather than a percentage requested by the customer.
6. Possible Resolutions
Depending on the circumstances, we may offer one of the following resolutions:
Repair
For minor or repairable damage, we may offer to repair the affected bouquet or component.
Replacement
If the bouquet is significantly damaged but can reasonably be remade, we may offer a replacement.
Partial Refund
Where the customer chooses to keep a bouquet that has sustained minor or moderate damage, a partial refund may be considered based on the actual extent of the damage.
The partial refund amount is determined by Petals Gala on a case-by-case basis and is not automatically based on a fixed percentage.
Return & Full Refund
For significant damage where the bouquet is no longer reasonably suitable for its intended purpose, we may require the item to be returned before issuing a full refund.
Where a full refund is offered in exchange for a return, the damaged item must be returned in its existing condition together with the original packaging, unless otherwise agreed.
7. Courier Damage Claims
Where applicable, Petals Gala may submit a damage claim to the courier on behalf of the shipment.
The courier claim process is separate from the resolution provided to the customer.
The outcome, approval, compensation amount and processing time of a courier claim are determined by the courier and are outside Petals Gala’s control.
Customers are therefore requested to provide the necessary evidence promptly so that we can assist with the claim process.
8. Delivery by Grab / Lalamove
For Grab, Lalamove or other on-demand delivery services, customers are encouraged to inspect the parcel immediately upon delivery.
If the bouquet appears to have been damaged during delivery, please contact us as soon as possible and preferably within 2 hours of delivery, together with clear photographs and, where available, an unboxing video.
Please retain the parcel and packaging until the matter has been reviewed.
The appropriate resolution will be determined based on the available evidence and extent of the damage.
9. Self Pickup / Meet-up
Customers are encouraged to inspect their bouquet upon collection.
If an incorrect item or obvious defect is identified before the bouquet is collected, please inform us immediately so that we can resolve the issue.
Once the bouquet has been inspected, accepted and taken away, returns or refunds due to change of mind will not be accepted.
This does not affect genuine claims relating to defects or significant errors attributable to Petals Gala.
10. Incorrect Delivery Address
Customers are responsible for providing accurate delivery information.
If an incorrect or incomplete address is provided by the customer and the parcel requires redelivery, re-routing or is returned to us, any additional delivery charges may be borne by the customer.
Original delivery charges that have already been incurred may not be refundable in such circumstances.
11. Packaging & Unboxing Notice
Our packaging is designed to provide reasonable protection for handmade bouquets during normal delivery handling. However, no packaging can completely eliminate the risk of damage caused by severe impact, crushing, mishandling or other circumstances during transit.
For this reason, customers are strongly encouraged to record the unboxing process from the unopened parcel.
The unboxing video is requested solely to help us verify the condition of the parcel upon arrival and, where applicable, support a courier damage claim. It is not intended to restrict a customer’s legitimate right to raise a genuine product issue.
12. Contacting Us
For any damage, defect, incorrect item or order-related issue, please contact Petals Gala with your order number and the relevant photographs/videos as soon as possible.
We will review the information provided and determine the most appropriate resolution based on the circumstances of each case.
Our goal is to handle genuine issues fairly while ensuring that our handmade products and small business are also reasonably protected from misuse or unsupported claims.
