Refund policy

Return and Refunds

At Ceremony, every gift is handcrafted and personalized with care to match your unique requests. Due to the custom nature of our creations, we are unable to accept returns once an order has been delivered, except in cases where the item arrives damaged or you receive an incorrect order. We follow strict quality checks to ensure your order reaches you in perfect condition.

Despite our strict quality checks, if your order arrives damaged or incorrect, please notify us within 24 hours of delivery, along with a proper unboxing video and clear photographic evidence, so we can promptly resolve the issue.

Your satisfaction means everything to us and we promise to resolve such issues swiftly and thoughtfully.

Refunds Are Not Applicable In the Following Cases:

Incorrect Address Provided: If the order (including flowers, edibles, gift products, or preserved items) is delivered to an incorrect address provided by the sender, we cannot process a refund.

Recipient Unavailable or Refusal: Refunds will not be issued if the recipient is unavailable at the time of delivery or refuses to accept the item at the provided address.

Damage Due to Mishandling: We cannot be held responsible for product quality issues arising from improper handling or storage by the recipient after delivery.

Post-Processing Cancellations: Once an order has been processed or prepared for dispatch, cancellations and refunds will not be accepted.

To start a return, you can contact us at orders@ceremonygifts.co. 

For damaged or incorrect orders, we will guide you on the next steps; returns are generally not accepted for custom or perishable products. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at orders@ceremonygifts.co.

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or, you received the wrong item, so that we can evaluate the issue and make it right. To process such claims, we kindly request a proper unboxing video along with clear photographic evidence.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
We do not offer direct exchanges. However, in the case of damaged or incorrect items, a replacement will be arranged promptly after approval by our team.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. 

Online refunds (when approved) are processed directly to the original payment method within 8 - 12 working days of approval. However, depending on your bank, payment provider or mode of payment, it may take longer for the amount to reflect in your account.

All refunds will be credited to the same debit card, credit card, or mobile wallet used during the original transaction.

If more than 15 business days have passed since we’ve approved your return, please contact us at orders@ceremonygifts.co.