Refund & Returns Policy

This policy should be read alongside our Terms & Conditions, Shipping Policy, and Privacy Policy, which together govern your order and use of rengifts.com. This policy is governed by the laws of Hong Kong.

1. Cancellations

1.1. Orders may be modified or cancelled free of charge up to 72 hours before the scheduled delivery date. Requests to change the delivery date, address, card message, or other order details are subject to our Shipping Policy.

1.2. Cancellation requests received less than 72 hours before the scheduled delivery date will be considered on a case-by-case basis, taking into account factors such as the time elapsed, the nature of the item, order status, and any extenuating circumstances communicated to us.

1.3. Once an order has entered production, preparation, or dispatch, it can no longer be cancelled. Cancellation requests received at this stage may incur a charge. 

1.4. Same-day orders cannot be cancelled once placed.

2. Returns – Non-Perishable Items

2.1. Non-perishable gifts may be returned within 5 days of delivery, provided they are unused, unopened, and in their original condition and packaging.

2.2. To request a return, please email us at info@rengifts.com within 5 days of delivery, quoting your order number and including photographs of the item and its original packaging

2.3. Return shipping costs are the responsibility of the customer unless the item was damaged, defective, or supplied incorrectly.

3. Returns – Perishable Items

3.1. Due to their perishable nature, fresh flowers, fruit baskets, and food items cannot be returned or exchanged for change of mind once delivered.

3.2. If your perishable item arrives in unsatisfactory condition, please refer to:

  • Section 7 (Freshness Guarantee) for flowers
  • Section 6 (Damaged, Defective, or Incorrect Orders) for all other perishable items

3.3. All claims for perishable items must be submitted within 24 hours of delivery, with photographs taken at or immediately after delivery that clearly show the item and its packaging. Claims submitted after this window may not be accepted.

3.4. During peak peak periods – including Chinese New Year, Golden Week, Valentine's Day, Mother's Day, and Christmas, delivery delays may occur due to high demand. Refund requests arising solely from a delay during these periods are assessed on a case-by-case basis and are not automatically approved.

4. Refunds

4.1. Approved refunds are issued to the original payment method within 5 business days of the returned item being received and inspected.

4.2. Original delivery charges are non-refundable unless the refund is due to our error.

4.3. If your order qualified for free shipping and is refunded for reasons other than our error, USD $10 will be deducted from the refund to recover the original delivery cost.

4.4. If delivery cannot be completed and redelivery is not arranged within 2 days of the scheduled delivery date, the following applies:

  • Gift items – items will be returned to us and a return handling fee of USD $10 will be deducted from any agreed refund or store credit. We will contact you to arrange redelivery or discuss available options.
  • Fresh flowers & fruit baskets – items may need to be remade to ensure quality. A remake fee of up to 50% of the value of the affected items may apply. Fresh and perishable items are not eligible for a refund or store credit in such circumstances.

5. Non-Refundable Items

5.1. The following items are non-refundable unless damaged, defective, or supplied in error:

  • Fresh flowers, fruit baskets, and perishable food items
  • Personalised and custom-made items
  • Digital and physical gift cards
  • Final sale items

5.2.  We do not offer refunds for change of mind on any of the above.

6. Damaged, Defective, or Incorrect Orders

6.1. If your order arrives damaged, defective, or incorrect, you must contact us at info@rengifts.com within 24 hours of delivery, with photographs of the item and its packaging, taken at or immediately after delivery. Unclear, incomplete, or late images may not be accepted in support of a claim.

6.2. Depending on the circumstances, we may offer a replacement, remake, store credit, partial refund, or full refund. Return shipping for damaged, defective, or incorrect items will be arranged and covered by Rén Gifts.

6.3. If a product or component was substituted in accordance with our Terms & Conditions and you are dissatisfied, please contact us within 24 hours of delivery. We will review your concern on a case-by-case basis and may offer a partial refund, store credit, or other resolution at our discretion.

6.4. Claims submitted after 24 hours of delivery may not be accepted.

7. Freshness Guarantee

7.1. All flower arrangements are freshly prepared to order and delivered the same day they are created. If your flowers did not arrive in satisfactory condition, notify us within 24 hours of delivery with photographs taken at or immediately after delivery, clearly showing the flowers and their packaging.

7.2. Our Freshness Guarantee covers the condition of flowers at the time of delivery only. It does not cover deterioration resulting from improper care, lack of water, exposure to direct sunlight, excessive heat, or other environmental factors after delivery.

8. Store Credit

8.1. Where store credit is offered as a resolution, it will be issued to the email address associated with your order and does not expire.

9. Address Accuracy

9.1. You are responsible for ensuring all delivery details provided at checkout are accurate and complete. Rén Gifts is not liable for failed deliveries, delays, or additional costs arising from incorrect or incomplete information.

10. Contact Us

10.1. Our team is available Monday to Friday, 9 AM – 6 PM (CST). We aim to respond to all enquiries within 1 business day. 

For information on cancellations and changes to your order, please also refer to our Shipping Policy.