Refund policy

To ensure optimal service, you have the option to return your order for either a replacement or a refund.


Return and Exchange Policy:


Fresh Flower Products

Due to the perishable nature of fresh flower products, they are exempt from our general return and refund policy. We strive to ensure the freshness and quality of our floral arrangements upon delivery. If you have concerns about the condition of your fresh flower products, please contact us immediately upon receipt.

7-Day Return Window

Our return and exchange service applies exclusively to damaged or incorrect products within seven (7) days of receiving your order. We take pride in our minimal return and exchange rates, underscoring the high quality of our products. If you encounter quality issues with a product due to LéSiL, we gladly facilitate returns and exchanges. However, any damage or loss incurred during shipping and delivery is not our responsibility.


Return Procedure

Prior to initiating the return and exchange process, kindly email us images of the damaged product(s). Initial contact must be made within the seven (7) day return period after receiving your order at cs@lesil.hk. Upon reviewing your case, we will reach out for further resolution. For a return and exchange to be processed, all LéSiL products must be returned in their original, undamaged packaging. Failure to adhere to this requirement will result in the denial of the return and exchange. We will furnish you with a return label, and the returned items will undergo inspection to determine their eligibility for return.


Shipping Expenses

All costs associated with return or exchange shipping are your responsibility. We strongly recommend using a shipping method with a tracking number, as LéSiL is not accountable for lost returns.


Return Criteria

Except for product quality issues or errors attributed to the company, problems arising from customer errors, third-party companies, government agencies, or other reasons are not considered valid reasons for returns (refer to Remark 1). The company reserves the right to reject such return requests and will not assume any responsibility for losses resulting from issues related to customers, third-party companies, government agencies, or other reasons.


Refund Procedure

Upon receiving and inspecting the returned products, a complete reimbursement, excluding the initial shipping fee, will be issued to your original payment method. Typically, the refund process takes 7-12 business days to finalize.


Policy on Cancellation

For optimal service, you have the flexibility to cancel your order at any point before making the payment. However, once payment is confirmed, or if your order is already in transit or has been delivered, regardless of whether it involves a customized product (refer to Remark 2), we regret to inform you that cancellations will not be possible due to the inherent nature of our products.


Remarks
A.

  • Situations arising from errors made by the customer encompass, but are not restricted to, the following instances:
  1. Upon product acquisition, the customer realizes that the product is unnecessary.
  2. Despite intending to present the product as a gift, the customer discovers post-order placement that the recipient does not appreciate the chosen item.
  3. Incorrect contact details provided by the customer, such as an inaccurate phone number, email address, or delivery address, result in the company's inability to promptly contact the customer or lead to misdelivery.
  4. Inadequate product maintenance contributes to issues such as dampness, mold, discoloration, or breakage of flowers.
  • The issues arising from errors by external entities encompass, but are not restricted to, the following scenarios:
  1. Destruction of merchandise resulting from errors by the third-party logistics company or delivery personnel.
  2. Delays in logistics caused by the third-party logistics company or delivery personnel due to weather conditions or unforeseen circumstances, leading to the recipient being unable to receive the goods as scheduled.
  3. Loss of goods by the third-party logistics company or delivery personnel.

  • Other factors contributing to issues encompass, but are not restricted to, the subsequent scenarios:
  1. Inability or refusal of the recipient to sign for the goods.
  2. Nonappearance of the recipient at the designated delivery time or address specified by the customer.
  3. Disapproval of the received goods by the recipient.
  4. Failure by the customer to apply any applicable discount code during the order placement.
  5. Fluctuations in material costs based on supply conditions leading to adjustments in product prices.

B. 

  • Flower-related items possess a designated duration of freshness, and we prioritize the time customers spend enjoying them after making a purchase. To maximize the shelf life of the products bought by customers, we make an effort to minimize their storage duration.