Refund policy

Returns & Exchanges Policy

At Roses HQ, we aim to make artificial flower shopping simple and transparent.

Whether you're ordering a few floral stems for your home or placing large orders for events, retail displays, or business use, this policy explains how returns, exchanges, and refunds are handled.

Our goal is to create a fair process while protecting both customers and product quality.

Return Eligibility

Returns are accepted under limited conditions.

To qualify for a return:

  • The request must be submitted within 7 days of receiving your order.

  • Products must remain unused and in original condition.

  • Original packaging should be included where possible.

  • The item must be damaged, defective, or incorrect upon delivery.

Returns are generally not accepted for change-of-mind purchases.

We encourage customers to review product specifications carefully before placing an order.

Exchange Policy

In many cases, we prioritize exchanges over refunds when a product issue can be resolved through replacement.

This may apply when:

  • Products arrive damaged

  • Incorrect items are received

  • Verified product defects are identified

Replacement products will match the original order wherever possible.

Our goal is to help customers resolve issues quickly, especially when products are needed for upcoming events.

Non-Returnable Products

Certain products are considered final sale.


These may include:

  • Custom floral arrangements

  • Personalized orders

  • Special order products

  • Clearance items

  • Final sale inventory

  • Large custom event orders

These items are typically non-returnable unless there is a verified issue at delivery.

Refund Policy

Refunds may be approved when an exchange is not possible.

Approved refunds may include:

  • Out-of-stock replacement situations

  • Verified product damage

  • Incorrect order fulfillment

  • Cases where an exchange is not possible

Refunds are issued to the original payment method.

Processing timelines may vary depending on your financial institution.

Product Variations

Many of our floral arrangements are handcrafted or assembled using multiple materials.

Because of this:

  • Minor colour differences may occur

  • Flower placement may vary slightly

  • Product arrangements may differ slightly from website photos

These minor differences are considered normal and do not qualify as defects.

Bulk Order Returns

Bulk orders are reviewed individually due to the scale of logistics involved.

Return decisions may depend on:

  • Order size

  • Product category

  • Product condition

  • Custom order requirements

Partial exchanges or alternate solutions may be offered when appropriate.

Return Shipping Responsibility

  • Shipping responsibility depends on the nature of the issue.
  • If the customer ordered incorrectly:
  • Return shipping costs may be the customer’s responsibility.
  • If the product arrives damaged or incorrect:
  • Our team will review the situation and provide the next steps.
  • Customers should package returned items carefully to prevent further damage.

Order Inspection & Reporting

Customers should inspect products shortly after delivery.

Please report any issues within 7 days of receiving your order.

Helpful documentation may include:

  • Photos of damaged items

  • Packaging photos

  • Order details

Timely reporting helps us resolve issues faster.

Return Approval Process

All returns and exchanges must be approved before products are sent back.

To request a return or exchange:

  • Contact our team via email, phone, or website contact form

  • Share your order details

  • Explain the issue

  • Provide photos if needed

Once approved, we’ll share return instructions.

Unapproved returns may not be accepted.

Important Notes for Customers


Before placing an order:

  • Review product dimensions carefully

  • Confirm colours and quantities

  • Review product descriptions

  • Reach out with questions if needed

This helps avoid preventable issues after purchase.

Need Help With a Return or Exchange?

Our team is here to help resolve product concerns as quickly as possible.

Contact Us 

Disclaimer: Roses HQ’s Returns and Exchanges Policy is subject to change without prior notice. Any updates will be posted directly on our website and take effect immediately.