REFUND POLICY

100% HAPPINESS GUARANTEE

We promise to make sending and receiving our hampers a joy. If something is not 100% perfect, our Customer Delight team will always go the extra mile to make it right.

CUSTOMER SERVICE

Mr Roses Hampers is dedicated to providing an exceptional level of customer service. From sourcing premium products to presenting them in luxury packaging, we aim to ensure that every part of your gifting experience is nothing short of world-class.

PRODUCT VARIATIONS

Our hampers are thoughtfully curated using high-quality, artisanal products. Please note that from time to time, items may vary slightly from those pictured on our website due to supplier availability. In such cases, we will substitute with an item of equal or greater value while maintaining the overall style and quality of your hamper.

CARE INFORMATION

While our hampers are designed for longevity, some items are perishable. Please refer to the packaging or included product care instructions for storage and best-before dates. Once a hamper has been delivered, proper care and storage are the responsibility of the recipient.

REPLACEMENT POLICY

All our hampers are checked before dispatch to ensure they arrive in excellent condition. If your hamper arrives damaged or with missing items, please notify us within 2 days of delivery and provide 2–3 photos (close-up and in-box). Once assessed, we will be happy to replace the hamper or the affected items.

We are unable to provide replacements if products have been consumed, disposed of, or altered without photographic evidence.

REFUNDS

Refunds are not available. Instead, replacements or store credits will be offered in circumstances where:

• The hamper is damaged or faulty upon arrival (with evidence provided within 5 days).
• An incorrect item was sent.

Refunds do not apply if:

• The delivery address provided was incorrect or incomplete.
• The recipient was not available to receive the order.
• The order was placed for special peak occasions (Mother’s Day, Valentine’s Day, Christmas) or under promotional/discounted pricing.

PROMOTIONS

We run promotions from time to time. Unfortunately, we cannot retrospectively apply promotional discounts to past orders. We recommend signing up to our newsletter to stay up to date with our latest offers.

SPECIAL REQUESTS

During peak seasons such as Valentine’s Day, Mother’s Day, and Christmas, we are unable to accommodate special delivery requests.

SEASONAL PRICING

During high-demand periods (such as Valentine’s Day and Christmas), supplier costs may increase significantly. As a result, prices for selected hampers may vary during these times. Early-bird pricing will always offer the best value, and discounts are not available during peak event periods.

DELIVERY

We cannot accept liability for deliveries where:

• The recipient is unavailable and there is no safe place to leave the hamper.
• The delivery address provided is incorrect or incomplete.
• If a hamper must be re-sent due to one of the above, the customer will incur the full cost of the product and delivery.
• If your order cannot be located after being confirmed as delivered to a safe place, we are unable to provide a refund, as hampers may contain perishable items.

SMALL ERRORS

In the event of minor errors (e.g., an incorrect gift card message), we will take steps to correct the situation, such as sending a replacement card or offering a small gesture of goodwill.

If the wrong hamper or a missing item is received, please email us with photos, and we will re-send or replace the items as quickly as possible.