服务条款
SYLOREN Terms of Service
**Effective Date: March 27, 2026**
**Last Updated: March 27, 2026**
Welcome to SYLOREN and thank you for visiting our website and purchasing our customized preserved-flower frames and related products.
These Terms of Service apply to your access to and use of the SYLOREN website, products, customization services, and related services. By visiting this website, submitting customization materials, placing an order, completing payment, or otherwise using our services, you confirm that you have read, understood, and agreed to be bound by these Terms of Service.
Please read these Terms carefully before placing an order, particularly the provisions relating to customization approval, order cancellation, returns and refunds, production and delivery times, customer-provided materials, intellectual property, and limitations of liability.
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1. Brand and Services
SYLOREN specializes in customized preserved-flower frames, commemorative floral artwork, personalized name and letter floral frames, wedding keepsakes, anniversary gifts, seasonal gifts, and other personalized products.
Our products may be designed and produced according to information provided by the customer, including photographs, names, initials, dates, messages, color preferences, floral preferences, frame selections, and other customization instructions.
Because each item is individually designed and handmade, minor variations may occur between products. Such variations are a natural characteristic of handmade products and natural floral materials.
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2. Acceptance of These Terms
You agree to these Terms of Service when you perform any of the following actions:
1. Visit, browse, or use the SYLOREN website;
2. Create an account or provide contact information;
3. Upload photographs, text, designs, or other customization materials;
4. Submit a customized order;
5. Complete payment for an order;
6. Review or approve a design proposal;
7. Receive or use our products or services.
If you do not agree with any part of these Terms, please stop using the website and our services.
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3. Customer Eligibility
You must be at least 18 years old, or have reached the legal age of majority in your country or region, to independently purchase our products.
A minor may purchase our products only with the consent and supervision of a parent or legal guardian.
You are responsible for ensuring that all information submitted to us is truthful, accurate, complete, current, and lawful.
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4. Product Images and Actual Appearance
We make reasonable efforts to ensure that the photographs, videos, dimensions, colors, floral materials, and descriptions displayed on our website are accurate.
However, the actual product may differ slightly from the product images or previews due to factors including:
1. Color differences between screens, monitors, and mobile devices;
2. Natural differences in the color, texture, size, and shape of preserved flowers, dried flowers, and botanical materials;
3. Minor variations in positioning, dimensions, arrangement, and shape caused by handmade production;
4. Seasonal availability, inventory levels, and changes in floral material supply;
5. The clarity, lighting, color, and angle of customer-provided photographs;
6. Differences in the length of customized text, letter structure, portrait outlines, and frame sizes;
7. Slight color variations between different batches of floral materials.
Reasonable differences of this nature will not be considered product defects.
We do not guarantee that the final product will be completely identical to a sample photograph or reference image. The product will be created according to the order details, product description, and any approved design proposal.
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5. Natural Floral Materials and Handmade Products
SYLOREN products may contain preserved flowers, dried flowers, leaves, fruits, branches, moss, and other natural or processed botanical materials.
Natural materials may display characteristics including:
* Differences in size, shape, and texture;
* Slight variations in color and shade;
* Natural markings on petals, leaves, or branches;
* Small amounts of floral dust, fragments, or loose petals;
* Gradual fading or changes in appearance over time;
* Changes caused by temperature, humidity, sunlight, and storage conditions;
* Minor folds, irregular edges, or natural imperfections.
These characteristics are normal features of natural materials and handmade floral products and will not be considered defects.
If a particular floral material becomes unavailable, we may replace it with another material of a similar color, style, size, and value. Where a substitution would significantly affect the overall appearance of the design, we will make reasonable efforts to contact you before proceeding.
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6. Submission of Customization Information
When placing an order, you may be asked to provide:
* Portrait photographs or other reference images;
* Names, nicknames, initials, letters, or numbers;
* Dates, commemorative text, quotations, or personal messages;
* Preferred colors and overall design style;
* Frame size and frame color;
* Design theme;
* Other personalization instructions.
You are responsible for ensuring that all submitted information is clear, complete, and accurate.
We are not responsible for production errors caused by incorrect information submitted by the customer, including incorrect spelling, dates, photographs, wording, colors, sizes, or delivery addresses.
If you discover an error after submitting your order, please contact us immediately. Once the order has entered the design or production stage, changes may no longer be possible.
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7. Photograph and Reference Material Requirements
For the best customization results, please provide:
1. Clear and unobstructed original photographs;
2. Images with sufficient lighting and accurate colors;
3. Photographs that clearly show the subject’s outline and relevant details;
4. Images without excessive filters or heavy editing;
5. High-resolution images with the complete subject visible.
If an image does not meet our production requirements, we may ask you to submit a replacement.
Any reduction in quality caused by blurry images, overexposure, severe obstruction, inaccurate colors, missing details, low resolution, or unusual camera angles will generally not be considered a product defect.
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8. Customer Content and Permission to Use Materials
Photographs, names, text, illustrations, designs, and other materials submitted by you are collectively referred to as “Customer Content.”
By submitting Customer Content, you represent and warrant that:
1. You own the Customer Content or have obtained all necessary permissions to use it;
2. You have obtained any required permission from individuals shown in the submitted photographs;
3. The Customer Content does not infringe any third party’s copyright, trademark, portrait rights, privacy rights, or other legal rights;
4. The Customer Content does not contain unlawful, fraudulent, abusive, discriminatory, violent, obscene, or otherwise inappropriate material;
5. The Customer Content may lawfully be used to design and produce your customized product.
You authorize SYLOREN and its relevant production and service partners to use the Customer Content only to the extent reasonably necessary to review, design, produce, inspect, package, ship, and provide customer service for your order.
We will not intentionally publish personally identifiable private information without your permission.
If we wish to use photographs of your finished product on our website, social media pages, advertisements, or portfolio, we will make reasonable efforts to obtain your permission in advance. You may also notify us when placing your order that you do not consent to public display of your customized product.
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9. Design Approval
Certain customized products may include a digital proof, layout, color proposal, or design preview.
When you receive a design proposal, you are responsible for reviewing:
* Whether the correct photograph and subject have been used;
* Whether names, initials, dates, and wording are correct;
* Whether the colors and overall style meet your requirements;
* Whether the frame size and frame style are correct;
* Whether the layout, composition, and other customized details are accurate.
Once you approve the design proposal, your order will enter the production stage.
After design approval, requests for changes, redesigns, or cancellations based on personal preference may be refused or may require additional payment.
If you do not respond within the time stated in our design approval request, we may:
1. Pause production of the order;
2. Continue production based on the information originally submitted;
3. Extend the estimated production and delivery schedule;
4. Cancel certain customization services if we are unable to contact you after repeated attempts.
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10. Revisions
Unless otherwise stated on the relevant product page, certain customized orders may include one basic design revision.
Additional charges may apply where:
* The included revision limit has been exceeded;
* A redesign is requested after approval;
* The photograph, theme, frame, or overall design style is changed;
* Significant changes are requested to the wording or customization details;
* Reworking is requested after production has started;
* A remake is required because the customer originally provided incorrect information.
Any additional charges will be communicated to you before the additional work begins.
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11. Orders and Payment
An order will generally be considered confirmed when all of the following conditions have been met:
1. The order has been successfully submitted;
2. Full payment has been completed;
3. We have confirmed receipt of the order;
4. All necessary customization information and materials have been provided.
All prices are displayed in the currency shown at checkout.
You may be responsible for paying:
* Product charges;
* Personalization or customization fees;
* Shipping charges;
* Taxes, duties, or import charges;
* Expedited production charges;
* Additional revision or remake charges;
* Other charges clearly disclosed at checkout.
We reserve the right to reject, suspend, or cancel an order where:
* Product information or pricing contains an obvious error;
* Payment has not been completed or appears suspicious;
* The requested customization cannot reasonably be produced;
* Customer Content appears unlawful or infringing;
* The delivery address is unsupported;
* Required products, frames, or floral materials are unavailable;
* Fraud, payment abuse, or misuse of our services is suspected;
* The customer fails to provide required customization information within a reasonable period.
If we cancel an order for reasons not caused by your breach, fraud, or misuse, we will refund the applicable amount paid.
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12. Order Cancellation
SYLOREN products are individually customized. After payment, an order may immediately enter the review, design, purchasing, or preparation stage.
Before Design or Production Begins
You may contact us to request cancellation. If cancellation is accepted, we may deduct payment processing fees, design fees, material costs, or other reasonable costs already incurred.
After Design or Production Begins
Once an order has entered the design, floral preparation, frame preparation, layout, assembly, mounting, or production stage, it will generally no longer be eligible for cancellation or refund.
After Design Approval
Once you approve the design proposal, the order will be treated as formally authorized for production. Cancellation will not be accepted due to a change of mind, ordering error, change in personal preference, change in gift plans, or because the product is no longer required.
To request cancellation, please contact us as soon as possible using our official customer service contact details.
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13. Returns, Replacements, and Refunds for Customized Products
Because customized products are individually designed and produced according to customer-provided information and cannot normally be resold, we generally do not accept returns, exchanges, or refunds for change-of-mind reasons.
The following circumstances will generally not qualify for a return, exchange, or refund:
* You changed your mind;
* You no longer require the product;
* You consider the price too high after purchase;
* You selected the wrong photograph, wording, color, size, or customization option;
* Your personal design preference changed after approving the design;
* Natural flowers display reasonable color, shape, or texture variations;
* The handmade product contains reasonable minor differences;
* A small amount of floral material, dust, or fragments becomes loose;
* The product was damaged because the care instructions were not followed;
* Delivery failed because an incorrect or incomplete address was provided;
* You refused to pay applicable customs duties or import charges;
* The order was delayed because you did not respond or provide required information;
* The product dimensions match the website description, but you subjectively consider it too large or too small;
* The product matches the approved design but does not meet an expectation that was not communicated before production.
After verification, we may provide a remake, replacement, repair, partial refund, or another reasonable solution in circumstances including:
1. The product received is materially different from the confirmed order;
2. We incorrectly produced a name, date, initial, or customized message;
3. The product was seriously damaged during shipping;
4. The product has a clear defect that materially affects its display or intended use;
5. You received the wrong product;
6. The shipment is confirmed lost by the delivery provider;
7. The product is missing a significant component clearly included in the order.
If there is a problem with your order, please contact us promptly after delivery and provide:
* Your order number;
* Clear photographs of the complete product;
* Close-up photographs showing the problem;
* Photographs of the external packaging;
* A photograph of the shipping label;
* A complete unboxing video where reasonably required.
Do not return a product without first receiving authorization from us. Unauthorized returns may not be accepted, processed, or refunded.
Nothing in this section is intended to exclude rights that cannot legally be excluded under applicable consumer protection laws.
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14. Production Time
Customized preserved-flower frames require several stages, including information review, design, floral preparation, frame preparation, production, assembly, quality inspection, and packaging.
Unless otherwise stated on the product page, the estimated production time is generally:
**7 to 15 business days.**
Production time does not include:
* Weekends or public holidays;
* International shipping time;
* Customs inspection or clearance time;
* Time spent waiting for customer revisions or design approval;
* Time spent waiting for additional photographs or information;
* Delays caused by temporary material shortages;
* Delays caused by events beyond our reasonable control.
Production times may be longer during holidays, promotional periods, peak seasons, or periods of high order volume.
All production and delivery times displayed on the website are estimates and are not guaranteed delivery dates.
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15. Shipping and Delivery
Products may be shipped from China or another location used by our production partners.
Estimated delivery times vary according to the destination, shipping method, customs clearance, and local delivery services.
Once an order has been shipped, we will make reasonable efforts to provide tracking information. Tracking updates may be delayed in certain countries or regions.
We are not directly responsible for delays caused by:
* Customs inspections;
* Flight or transportation delays;
* Severe weather;
* Public holidays;
* Local strikes;
* Incorrect or incomplete addresses;
* The recipient being unavailable or unreachable;
* Local delivery service disruptions;
* Government or regulatory changes;
* Events beyond our reasonable control.
Where a significant delay becomes known to us, we will make reasonable efforts to notify you by email or another available contact method.
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16. Delivery Address and Failed Delivery
You are responsible for providing complete and accurate delivery information, including:
* Recipient’s full name;
* Contact telephone number;
* Country or region;
* State, province, or city;
* Postal or ZIP code;
* Full street address;
* Building, apartment, unit, or house number.
If your order has not yet shipped, please contact us as soon as possible to request an address correction.
Once an order has been shipped, we may be unable to change the delivery address.
You may be responsible for any loss, return, storage, redelivery, or reshipping charges caused by:
* An incorrect or incomplete address;
* Refusal of delivery;
* Failure to collect the parcel;
* The recipient being unavailable;
* The recipient being unreachable;
* Incomplete local address information.
If reproduction or reshipment is required, you may be required to pay additional product and shipping charges.
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17. Customs Duties and Import Charges
International orders may be subject to customs duties, import taxes, value-added tax, clearance fees, brokerage fees, or other charges imposed by the destination country or region.
Unless otherwise stated at checkout, these charges are the responsibility of the recipient.
SYLOREN does not control and cannot accurately predict the customs charges applied by each country or region.
A refund will generally not be provided where a parcel is returned, held, destroyed, or abandoned because the customer refused to pay customs charges, refused customs clearance, or failed to complete required import procedures.
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18. Product Care and Use
To help preserve the appearance of your preserved-flower frame:
* Keep it away from prolonged direct sunlight;
* Avoid high temperatures and high humidity;
* Do not water the flowers;
* Do not spray perfume, cleaning products, or other liquids onto the product;
* Avoid frequently touching, pressing, pulling, or repositioning the floral materials;
* Use a soft brush or gentle cool air to remove dust;
* Keep the product away from fire, bathrooms, kitchens, and direct air-conditioning outlets;
* Avoid placing it where it may easily fall or be struck;
* Display it indoors in a dry, ventilated, and stable environment.
The lifespan and appearance of preserved flowers depend on environmental conditions, temperature, humidity, floral material, and care. We do not guarantee that the product will permanently remain in its original condition.
Damage caused by improper storage, moisture, direct sunlight, pressure, dropping, impact, or mishandling will not be considered a product defect.
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19. Intellectual Property
Unless otherwise stated, content appearing on the SYLOREN website, including the following, is owned by SYLOREN, LIVEXZ GLOBAL COMMERCE LIMITED, or the relevant rights holder:
* Brand names;
* Trademarks and logos;
* Website layouts and page designs;
* Product photographs and videos;
* Product designs;
* Written content;
* Graphics;
* Illustrations;
* Packaging;
* Advertising materials;
* Social media content.
Such materials may be protected by copyright, trademark, design, and other applicable intellectual property laws.
Without prior written authorization, you may not copy, modify, download, distribute, publish, sell, reproduce, imitate, or commercially use such materials.
Purchasing a SYLOREN product does not transfer ownership of any design, image, trademark, copyright, or other intellectual property right.
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20. Prohibited Conduct
You must not use the website or our services to:
1. Submit unlawful, infringing, misleading, or false information;
2. Impersonate another person or use unauthorized payment information;
3. Upload photographs or materials that you do not have the right to use;
4. Interfere with the normal operation or security of the website;
5. Make fraudulent payments or initiate abusive payment disputes;
6. Copy website content in bulk;
7. Reproduce, imitate, resell, or commercially exploit our designs without authorization;
8. Publish knowingly false, malicious, or misleading reviews;
9. Abuse discounts, refunds, replacements, or customer service policies;
10. Engage in any activity that violates applicable law.
Where prohibited conduct is identified, we may suspend services, cancel orders, decline future transactions, preserve relevant evidence, or take appropriate legal action.
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21. Third-Party Services
Our website and business operations may rely on third-party service providers, including:
* Payment processors;
* Shipping and delivery companies;
* Website hosting services;
* Analytics providers;
* Customer service systems;
* Advertising and marketing platforms;
* Email and messaging providers.
Third-party services may be governed by their own terms and privacy policies.
We will provide reasonable assistance where an issue arises, but we are not responsible for unlimited losses caused by third-party system failures, payment restrictions, delivery disruptions, service outages, or events outside our reasonable control.
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22. Payment Disputes and Chargebacks
You must use a payment method that you legally own or are authorized to use.
If you have a concern regarding an order, product, or delivery, please contact us first so that we can attempt to provide a reasonable solution.
Where an order has been properly designed, produced, shipped, delivered, or completed according to an approved design, and a customer submits an abusive or fraudulent chargeback, we may provide the payment provider with evidence including:
* Order records;
* Payment records;
* Customization information;
* Design approval records;
* Customer communications;
* Production and quality inspection records;
* Shipping, tracking, and delivery confirmation;
* Other relevant documents.
Fraudulent or abusive chargebacks may result in restrictions on future transactions and may lead to further legal action where appropriate.
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23. Limitation of Liability
To the maximum extent permitted by applicable law, SYLOREN and LIVEXZ GLOBAL COMMERCE LIMITED will not be liable for losses or claims arising from:
* Incorrect information submitted by the customer;
* Delays caused by the customer’s failure to approve a design or respond promptly;
* Reasonable variations in natural floral materials;
* Damage caused by improper storage, direct sunlight, humidity, dropping, or mishandling;
* Delays caused by customs, shipping providers, weather, government action, or events beyond our reasonable control;
* Failures or disruptions involving third-party payment or logistics providers;
* Claims arising because the customer did not obtain permission to use submitted photographs or materials;
* Dissatisfaction based solely on subjective personal preference;
* Misunderstandings caused by the customer’s failure to review the stated dimensions, materials, product details, or care instructions.
Where applicable law does not allow certain liabilities to be excluded, our liability will be limited only to the extent legally permitted.
Except where prohibited by law, our total liability relating to an individual order will generally not exceed the amount actually paid for that order.
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24. Force Majeure
We will not be responsible for delays or failure to perform caused by events that are unforeseeable, unavoidable, or beyond our reasonable control, including:
* Natural disasters;
* Extreme weather;
* Fire, flood, or earthquake;
* War, civil unrest, or terrorism;
* Government restrictions;
* Changes in customs or import policies;
* Epidemics or public health emergencies;
* Transportation or logistics interruptions;
* Internet, communications, or system failures;
* Strikes or labor disputes;
* Shortages or interruptions in material supply;
* Other events beyond our reasonable control.
We will make reasonable efforts to reduce the impact of such events and provide relevant updates to affected customers.
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25. Privacy
We value the privacy and security of your personal information and customization materials.
Your personal information will be collected, used, stored, and protected in accordance with our Privacy Policy.
Please review our Privacy Policy before using the website or placing an order.
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26. Changes to These Terms
We may update these Terms of Service from time to time to reflect changes in our services, business practices, or applicable laws.
Updated Terms will be published on this page together with a revised “Last Updated” date.
Your continued use of the website or purchase of products after updated Terms are published means that you accept the updated Terms.
Orders already confirmed will generally be governed by the Terms in effect at the time the order was placed, unless applicable law requires otherwise.
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27. Governing Law and Dispute Resolution
These Terms of Service will be interpreted according to the laws applicable to the registered operating entity, the location of sale, and any mandatory consumer protection laws that apply to the customer.
If a dispute arises, both parties should first attempt to resolve it through good-faith communication.
If the dispute cannot be resolved informally, it may be submitted to a court or dispute resolution body with lawful jurisdiction.
Nothing in these Terms is intended to limit or exclude any mandatory consumer rights that cannot legally be waived.
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28. Severability
If any provision of these Terms is found to be unlawful, invalid, or unenforceable, that provision will be limited or removed only to the extent necessary.
The remaining provisions will continue to remain valid and enforceable.
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29. Entire Agreement
These Terms of Service, together with our Privacy Policy, Refund Policy, Shipping Policy, product-page terms, and other policies published on the website, form the entire agreement between you and SYLOREN regarding your use of the website and purchase of products.
If there is a conflict between different policies, the applicable provision will be interpreted according to the specific circumstances and applicable law.
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30. Contact Us
If you have questions about these Terms of Service, the customization process, your order, delivery, or after-sales support, please contact us:
**Brand Name:** SYLOREN
**Operating Company:** LIVEXZ GLOBAL COMMERCE LIMITED
**Customer Service Email:** [baiy85609@gmail.com](mailto:baiy85609@gmail.com)
**Telephone:** +86 176 0873 9539
**Company Address:**
RM 102, 1/F, THE CLOUD
111 TUNG CHAU STREET
TAI KOK TSUI, HONG KONG
**Customer Service Hours:** 9:00 AM–10:00 PM, Hong Kong Time (UTC+8)
We generally respond to customer inquiries within 1 to 3 business days.
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Important Customization Notice
Every SYLOREN product is individually designed and handmade according to the information submitted by the customer.
Before completing payment or approving a design, please carefully review all photographs, names, initials, dates, wording, colors, dimensions, frame selections, and other customization details.
Once an order enters the design or production stage, it will generally not be eligible for cancellation, return, or refund due to personal preference or a change of mind.
If a product contains a production error, arrives seriously damaged, is materially different from the approved design, or has a clear quality defect, we will review the matter and provide an appropriate solution based on the circumstances.