Refund policy

Returns and Refund Policy for FLOWERS BY TERRA

At FLOWERS BY TERRA, we take pride in delivering fresh, high-quality flowers to our customers. We understand that sometimes issues may arise, and we want to ensure your complete satisfaction. Please read our returns and refund policy carefully:

  1. Freshness Guarantee

We stand behind the quality of our flowers. If you receive flowers that are not fresh upon delivery, you may be eligible for a refund.

  • Refund Eligibility Period: 24 hours from the date of delivery
  • You must notify us within 24 hours of receiving your order if the flowers are not fresh
  • Please provide clear photos of the flowers as evidence
  1. Return Process

If you need to return an item:

  • To be eligible for a return, your item must be in the same condition that you received it, unaltered or tampered with and in its original packaging. You’ll also need the receipt or proof of purchase.
  • The item must be returned to us at your own expense
  • You are responsible for arranging the courier service for the return once we agree to refund after our evaluation of the photo evidence
  • Please package the item securely to prevent damage during transit
  1. Refund Process

Once we receive and inspect the returned item:

  • If approved, we will process your refund within 10 business days
  • The refund will be credited to your original method of payment
  • Shipping costs are non-refundable
  1. Non-Refundable Items

Please note that the following items are non-refundable:

  • Custom or personalized flower arrangements
  • Flowers that have been altered or used
  • Items damaged due to improper handling after delivery

To start a return, you can contact us at hello@flowersbyterra.com. Returns will need to be sent to the following address: 23 Kelantan Lane #03-01 Kim Hoe Centre S208642

Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@flowersbyterra.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@flowersbyterra.com.