Terms & Conditions

Welcome to Rén Gifts. By accessing our website or placing an order with us, you agree to be bound by these Terms & Conditions.

1. General

1.1. These Terms & Conditions apply to all purchases made through rengifts.com, operated by Ren Gifts Limited (Business Registration No. 80611021), registered in Hong Kong at Flat 5, 4/F, 74–78 Stanley Street, Central, Hong Kong. Throughout these Terms & Conditions and all associated policies, Ren Gifts Limited trades as 'Rén Gifts' and both names refer to the same legal entity.

1.2. We reserve the right to amend these Terms & Conditions, our policies, services, and prices at any time without prior notice. The version in effect at the time an order is placed will apply to that order.

1.3. In these Terms & Conditions, "you", "customer", and "sender" refer to the person placing and paying for the order. "Recipient" refers to the person receiving the goods or services.

2. Products

2.1. All products are subject to availability. If a product or component becomes unavailable, we may substitute it with a similar item of equal or greater value. Given the time-sensitive nature of many orders, substitutions may be made without prior notice. Where no suitable substitute is available, we will contact you to discuss alternatives or provide a refund.

2.2. Product photographs are for illustrative purposes only. Actual products may vary in colour, size, packaging, floral varieties, fruit selection, or presentation depending on supplier availability and delivery requirements.

2.3. Under Hong Kong law, intoxicating liquor must not be sold or supplied to a minor. By ordering any gift containing alcohol, you confirm that both you and the recipient are at least 18 years of age.

3. Pricing & Payment

3.1. All prices are displayed in United States Dollars (USD) unless otherwise stated. Delivery fees and any applicable charges will be shown during checkout.

3.2. We accept payment via PayPal, Visa, Mastercard, American Express, and bank transfer.

3.3. Orders will only be processed once full payment has been received and verified.

3.4. If your card is billed in a currency other than USD, your card issuer may apply its own exchange rate. Any foreign transaction or currency conversion fees are determined solely by your card issuer and are not collected by Ren Gifts Limited.

4. Delivery

4.1. We currently deliver to Mainland China only. Orders may be placed from anywhere in the world, but the recipient's address must be within Mainland China. We strongly recommend providing the delivery address in Chinese characters to minimise delivery issues.

4.2. You are responsible for providing accurate recipient information, including a valid Mainland China telephone number (+86). We are not responsible for delays, failed deliveries, or additional costs arising from incorrect or incomplete information.

4.3. Many of our products are fresh and perishable. It is the sender's responsibility to ensure the recipient is available during the requested delivery window. If delivery cannot be completed, our courier will attempt to leave the item in a safe location or contact the recipient to arrange redelivery.

4.4. If the recipient cannot be reached:

  • Gift items – delivery will be attempted again the following day at no extra cost.
  • Fresh flowers & fruit baskets – the order will be returned to our florist for safekeeping until redelivery can be arranged. A redelivery fee may apply.

4.5. If redelivery cannot be 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.
  • 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.

4.6. Deliveries to hotels, offices, hospitals, universities, residential compounds, or other third-party premises are subject to the access policies of those locations. Rén Gifts is not responsible for delays, refusals, or failed deliveries arising from such restrictions.

4.7. All delivery dates and windows are estimates only and are not guaranteed. Delays may occur due to weather, public holidays, traffic, supplier issues, courier delays, or other circumstances beyond our reasonable control.

4.8. During peak periods – including Chinese New Year, Golden Week, Valentine's Day, Mother's Day, and Christmas – delivery capacity may be limited. Expedited, same-day, and next-day delivery may be restricted or unavailable during these periods.

5. Changes & Cancellations

5.1. Orders may be modified or cancelled up to 72 hours before the scheduled delivery date without charge.

5.2. Requests to change the delivery date, address, card message, or other order details 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.

5.3. Additional charges may apply where a requested change results in increased delivery costs, requires the order to be remade, or otherwise incurs additional expenses.

5.4. Once an order has entered production, preparation, or dispatch, modifications or cancellations may no longer be possible and a cancellation fee may apply.

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

6. Returns & Refunds

6.1. Non-perishable products may be returned within 5 days of delivery, provided they are unused, unopened, and in their original condition. Return shipping costs are the responsibility of the customer unless the item is damaged, defective, or supplied in error.

6.2. Fresh and perishable items – including flowers, fruit baskets, and food products – cannot be returned or refunded for change of mind. Concerns regarding quality are covered under our Freshness Guarantee in Clause 7.

6.3. Personalised, custom-made, and final sale items are non-refundable unless defective, damaged, or supplied in error.

6.4. If your order arrives damaged, incomplete, or defective, 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. Please note that if your order qualified for free shipping and is refunded for reasons other than our error, a USD $10 delivery cost recovery fee will be deducted from the refund. For full details, please refer to our Refund Policy.

7. Authenticity & Freshness Guarantee

7.1. We guarantee that all branded products are genuine and sourced directly from the brand, an authorised distributor, authorised retailer, or other trusted supplier.

7.2. 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, contact us within 24 hours of delivery with photographs taken at or immediately after delivery, clearly showing the flowers and their packaging. Upon review, we may provide a replacement or refund.

7.3. 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. Limitation of Liability

8.1. We are not liable for delays, losses, or failures arising from circumstances beyond our reasonable control, including natural disasters, severe weather, public emergencies, government actions, transportation disruptions, supplier failures, or courier delays.

8.2. To the fullest extent permitted by law, our total liability in connection with any order shall not exceed the amount paid for that order.

8.3. We are not liable for any indirect, incidental, consequential, or punitive damages, including loss of profits, loss of opportunity, or emotional distress arising from any order or delivery.

9. Fraud Prevention & Order Refusal

9.1. We reserve the right to refuse, cancel, suspend, or investigate any order suspected of fraud, unauthorised payment activity, misuse of promotional offers, or provision of false or misleading information.

9.2. We reserve the right to decline service or refuse any order at our discretion, including where abusive behaviour is directed towards our staff, repeated unjustified chargebacks occur, or delivery would violate applicable laws or regulations.

10. Intellectual Property

10.1. All content on rengifts.com – including text, images, graphics, logos, designs, and branding – is the property of Ren Gifts Limited or its licensors and is protected by applicable intellectual property laws.

10.2. You are responsible for any content submitted in connection with your order, including personalised messages. We reserve the right to refuse content that is unlawful, offensive, defamatory, threatening, discriminatory, or otherwise inappropriate.

11. Privacy

11.1. We collect, use, store, and process personal information in accordance with our Privacy Policy.

11.2. We respect the privacy of both senders and recipients. We will not disclose a recipient's personal information to the sender, or the sender's identity to the recipient, except where reasonably necessary to complete the delivery, comply with legal obligations, or facilitate acceptance of the gift.

12. Governing Law

12.1. These Terms & Conditions are governed by the laws of Hong Kong.

12.2. Any dispute arising from or relating to these Terms & Conditions shall be subject to the exclusive jurisdiction of the courts of Hong Kong.

13. Contact Us

If you have any questions regarding these Terms & Conditions or your order, please contact us at:

Ren Gifts Limited
Flat 5, 4/F, 74-78 Stanley Street, Central, Hong Kong