Politique de remboursement

Returns and Refunds Policy

Scope and contact

This policy applies to goods sold by Hanvilla to consumers in the European Union. We sell faux flower stem sets for you to arrange. Vases and photographic props are not included unless expressly stated in the listing. Nothing in this policy limits mandatory consumer rights under applicable law.

Contact: hanvillafloral@gmail.com

Seller: Shantou Hanvilla Floral Design Co., Ltd.

Address: Haiyi Huijing, Haibin Road, Jinping District, Shantou, Guangdong, China

Post code:515041

Telephone: +86 15362593191

Last updated: 28 October 2026

Fourteen day statutory right of withdrawal

You may withdraw from your purchase without giving a reason within 14 calendar days after the day you, or a person you nominate other than the carrier, receive the goods. Where goods in one order are delivered separately, the period starts after receipt of the last item.

Notify us by an unequivocal statement emailed to hanvillafloral@gmail.com, or use the online withdrawal function on our website. Include your name, order number and relevant goods so we can identify the order. No reason, approval or prior feedback survey is required.

Send your notice before the withdrawal period expires. You may use the optional withdrawal form included in this policy, but it is not compulsory. After submission through our online withdrawal function, we will send a storable acknowledgement to the email address you provide without undue delay, including the withdrawal details and submission date and time.

Return address and dispatch deadline

Hanvilla ships from China and has no customer return warehouse in Europe. Customer returns must be sent to the following address in China:

Recipient or company: Shantou Hanvilla Floral Design Co., Ltd.

Return Address: Sudiyi Parcel Locker Haiyi Huijing, Haibin Road, Jinping District, Shantou, Guangdong, China

Post code:515041

Telephone: +86 15362593191

Please contact us for correct shipping instructions before posting. This does not restrict your withdrawal right or make it subject to our approval. Send the goods back without undue delay and no later than 14 calendar days after notifying us of withdrawal.

Do not send returns to European carrier depots, transit warehouses or other addresses printed on shipping labels unless we expressly identify them as the customer return address.

Return shipping for change of mind

When exercising the ordinary right of withdrawal, you pay the direct cost of returning the goods to China. We do not provide free return labels. International return postage may be substantially higher than local return postage; please check carrier rates before purchasing.

Pack the goods securely and complete customs declarations accurately as required by your carrier. We recommend a tracked service and retaining evidence of actual dispatch.

If the nature of the goods means they cannot normally be returned by post, we will provide the return cost information required by law before purchase. Returns resulting from faulty goods or our error are covered by the relevant section below.

Inspection and diminished value

Return all relevant stems and supplied components. You may inspect the goods as necessary to establish their nature, characteristics and functioning, as you reasonably would in a shop.

We may make a lawful deduction for actual diminished value caused by handling beyond necessary inspection, with an explanation and supporting evidence. Cutting stems, permanent alterations or damage from unnecessary handling may cause diminished value.

Please use the original packaging where possible, or equally protective packaging. Normal unpacking, missing outer shipping cartons or packaging damage alone do not automatically justify refusing or reducing a refund. We do not charge a return handling or restocking fee.

Refund amounts and timing

For statutory withdrawal, we reimburse payments required by law without undue delay and no later than 14 calendar days after receiving your withdrawal notice, subject to the lawful withholding provision below.

Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or adequate evidence that the relevant goods have actually been sent back, whichever occurs first. Creating a label or providing a tracking number without evidence of dispatch does not, by itself, constitute adequate proof of return.

The reimbursement includes the price paid for the goods, refundable tax and the applicable standard outbound delivery cost. If you expressly chose a delivery method more expensive than our least expensive standard option, the additional difference is not refunded. For orders advertised with standard shipping included, we do not deduct the original standard outbound shipping cost from a statutory withdrawal refund. Any lawful deduction for diminished value is handled as described above.

Refunds use the original payment method unless you expressly agree otherwise without additional cost. We do not charge a refund-processing fee. Your bank or payment provider may require additional time to display the funds.

Faulty incorrect incomplete or damaged goods

If goods are faulty, misdescribed, incorrect, incomplete or damaged in transit, contact us promptly with your order number and clear photographs where available. We may request information reasonably necessary to assess the issue and determine the remedy required by applicable law.

Where a return is necessary because of a faulty product or our error, we will arrange or cover reasonable return shipping costs. Contact us before paying for return shipment so we can arrange an appropriate method. Repairs, replacements, price reductions, refunds and their timing are handled under applicable law. The ordinary withdrawal period does not limit these statutory rights.

Where reasonably possible, ask the carrier to record damage or discrepancies noticed on delivery and retain the packaging. The absence of a carrier report or unboxing video does not, by itself, remove your statutory rights.

Arrangement differences and statutory rights

Photographs show one possible arrangement. The finished shape, height and width depend on your vase and styling, and gentle adjustment may be needed after unpacking. These expected differences alone do not establish a defect or remove statutory withdrawal rights.

This policy does not exclude or limit mandatory rights under EU law or applicable Member State law. No interpretation of a language version excludes those rights or legally required language information.