Refund policy

Refund & Freshness Guarantee Policy

At 5 Stones Florist, your satisfaction and the quality of our blooms are our top priorities. Because our products are fresh and perishable, our policies are designed to be fair, clear, and focused on immediate resolution.

Our 24-Hour Freshness Guarantee

We stand behind the quality of every arrangement we deliver. If your flowers arrive damaged, wilting, or are significantly different from what was ordered, please contact us within 24 hours of delivery with clear photos of the issue. We will gladly arrange a replacement, credit, or refund.

Returns & Exchanges for Standard Orders

Due to the perishable nature of our products, we generally do not accept returns or exchanges for standard floral orders once they have been delivered and accepted. Our 24-Hour Freshness Guarantee (above) is your assurance of quality.

  • Wrong or Faulty Item: If we have made an error (e.g., wrong bouquet, missing vase), please contact us immediately with photos. We will arrange for a correct replacement at no extra cost.

  • Change of Mind/Cancellation: Orders cannot be cancelled or modified. 

Non-Returnable Items

The following are strictly non-returnable and non-refundable unless faulty:

  • Perishable Goods: All fresh flowers, plants, and floral arrangements.

  • Final Sale Items: Clearance or last-chance bouquets.

  • Personalised & Custom Orders: Bespoke arrangements created to your specific request.

  • Digital Products: eGift cards.

Refund Process

  1. To initiate a claim under our 24-Hour Freshness Guarantee, contact us  with your order number, recipient name, and clear photographs.

  2. Once your claim is reviewed and approved, we will process a refund to your original payment method. Refunds typically appear in your account within 5-10 business days, depending on your bank or card issuer.

  3. In most cases, we do not require the physical return of the flowers.

Delivery Issues

If a delivery fails due to an incorrect address provided by the customer, or no one is available to receive the order, a re-delivery fee will apply. We are not liable for deliveries left in accordance with the recipient's instructions (e.g., "leave at door").

Contact Us

For any questions regarding our Refund & Freshness Guarantee, please contact our customer care team:
Whatsapp: 8299 4577
Operating Hours: Mon - Friday, 9:00 AM - 5:00 PM SGT

This policy is designed for our customers in Singapore and complies with the Consumer Protection (Fair Trading) Act. We reserve the right to amend this policy at any time.