Last updated: July 2026
This policy explains how cancellations and refunds work for gifts and recurring gift plans arranged through Atur. It applies alongside our Terms of Service.
You can cancel a recurring gift plan or an upcoming scheduled gift at any time before it is processed for dispatch, directly from your dashboard. Cancelling a plan stops all future gifts under it. If you cancel before payment is taken for an upcoming gift, you are not charged. For an order you've already paid for, use Cancel order (or Request cancellation if the merchant has already started preparing it) on the order in your dashboard.
If a gift has been paid for but not yet handed to the merchant for fulfilment, you can cancel it from your dashboard and a full refund is processed to your original payment method. Where the order is already being prepared, submit a Request cancellation and our team will review it. You can always reach us at support@aturkan.com if you prefer.
Once a gift has been dispatched or is being prepared by the maker, it generally cannot be cancelled or refunded — gifts are often perishable, personalised, or made-to-order. If something goes wrong, use Report an issue on the order in your dashboard, or email support@aturkan.com. Because some gifts are perishable, there are two reporting windows:
We'll arrange a replacement or refund where appropriate.
Short lead time.Atur fulfils gifts on a 3 calendar day lead time. Gifts confirmed within 3 calendar days of the occasion date are arranged on a best-effort basis — late delivery in these cases is expected and is not grounds for a refund.
Fresh flowers and other floral or perishable arrangements are natural products. Minor variations in bloom size, colour tone, stem count and flower variety can occur due to seasonality and market availability, and are a normal characteristic of fresh product rather than a defect. Where a specific flower is unavailable, the maker may substitute stems of equal or higher value, chosen in good faith to preserve the arrangement's overall design, colour palette, size and perceived value. Product photographs are illustrative of style, not an exact-match guarantee.
If a gift cannot be fulfilled — for example, no suitable item is available, or the merchant cannot deliver to the address — the order is cancelled and any amount paid is refunded in full.
Refunds are issued in full in the situations above, except where a problem was caused by incorrect or incomplete information you provided — for example, a wrong delivery address or recipient details that result in the gift not being delivered or being delivered incorrectly. All claims are subject to investigation, and any refund in these cases is at our discretion based on the outcome.
This is a guide to what happens in common situations. We review every case in good faith on its facts.
| Situation | What happens |
|---|---|
| Wrong or missing item, or a quality error by the maker | We arrange a replacement or refund. |
| Damage in transit | We investigate with the courier and arrange a replacement or refund where appropriate. |
| Late delivery caused by the courier | We investigate with the courier; the remedy depends on the outcome. |
| Natural or seasonal variation within the agreed design | Not a fault and not refundable (see Fresh & perishable items). |
| Wrong or incomplete address or contact you provided | Not covered; re-delivery may be possible at additional cost. |
| Recipient unavailable or refuses delivery | Not covered; we can re-attempt or arrange a safe-drop where possible. |
| Safe-drop (leave-at-door) requested | Delivery is complete once proof of delivery is captured; loss after that is not covered. |
Approved refunds are returned to your original payment method (FPX or card) within 5–10 business days. The exact timing depends on your bank.
For any cancellation or refund request, contact us at support@aturkan.com.