Return & Refund Policy

1Fresh Flowers & Floral Arrangements

Fresh flowers, bouquets, flower baskets, opening stands, bridal bouquets, and other fresh floral arrangements are perishable and usually made to order.

Due to the nature of fresh flowers, returns are generally not accepted once the order has been prepared, dispatched, delivered, or collected.

Minor differences in flower size, colour tone, bloom stage, wrapping, arrangement style, and seasonal flower availability are not considered defects.

When certain flowers or materials are unavailable, the merchant may substitute them with similar flowers, similar colours, or items of equal or higher value while maintaining the overall style and value of the arrangement.

A replacement, partial refund, or full refund may only be considered if the item is significantly damaged, incorrect, incomplete, missing, or clearly not in acceptable condition upon delivery or collection.

2Soap Flowers, Artificial Flowers & Non-Fresh Floral Gifts

For soap flowers, artificial flowers, preserved-style products, hampers, accessories, and other non-fresh floral gifts, return or refund requests may be considered if the item received is damaged, incorrect, incomplete, or significantly different from the product listing.

Items must be unused, in their original condition, and returned with their original packaging where applicable.

Returns caused by a change of mind, incorrect selection, colour preference, or minor product differences may not be accepted.

3Florist Supplies

For florist supplies such as floral foam, wrapping paper, ribbons, boxes, tools, packaging materials, and other floral-related supplies, return or refund requests may only be considered if the item is damaged, defective, incorrect, or incomplete upon receipt.

Returned items must be unused, unopened where applicable, and kept in their original packaging.

Used, cut, opened, altered, damaged-after-receipt, or custom-ordered supplies are not eligible for return.

4Custom Orders & Pre-Orders

Custom-made items, personalised orders, urgent orders, pre-orders, seasonal campaign items, and products prepared according to customer-specific requirements may not be eligible for cancellation, return, or refund once preparation or material purchasing has started.

5Order Cancellation

Customers who wish to cancel an order must submit a cancellation request and provide a reason for the cancellation.

All cancellation requests are subject to review and approval by the relevant merchant. Submitting a cancellation request does not guarantee that the order will be cancelled or refunded.

The merchant may reject a cancellation request if:

• Preparation of the order has started;
• Flowers, materials, or customised items have been purchased;
• The order has been completed or dispatched;
• The order has been delivered or collected; or
• The product is personalised, custom-made, or otherwise non-cancellable.

6Reporting an Issue

Customers must inspect the item immediately upon delivery or collection.

Issues involving fresh flowers, floral arrangements, soap flowers, artificial flowers, preserved-style products, hampers, accessories, or other non-fresh floral gifts must be reported directly to the relevant merchant as soon as the issue is discovered and no later than three (3) hours after delivery or collection.

Issues involving florist supplies must be reported directly to the relevant merchant as soon as the issue is discovered and no later than three (3) hours after delivery or collection.

The reporting period begins from the recorded delivery or collection time. If an order is delivered to a guardhouse, reception counter, family member, colleague, or any other person or location authorised by the customer, the reporting period begins from the recorded delivery time.

All requests for returns, replacements, partial refunds, full refunds, store credit, discounts, or other compensation must first be submitted to and reviewed by the merchant.

Customers may be required to provide:

• Order number;
• Clear photos or videos of the item received;
• Photos or videos of the packaging, if damaged;
• A short description of the issue; and
• Relevant communication or other supporting information.

Photos and videos should be taken before the item is used, altered, rearranged, disposed of, or otherwise handled in a way that may affect its original condition.

The customer and merchant must first attempt to resolve the issue directly. Customers should only contact Flower Hub Malaysia if they are unable to reach a reasonable resolution with the merchant.

Late submissions, incomplete requests, or insufficient evidence may affect eligibility for a return, replacement, refund, or other compensation.

7Merchant Review & Resolution

As Flower Hub Malaysia is a marketplace platform, each merchant is responsible for preparing and fulfilling its own orders.

All cancellation, return, replacement, partial refund, full refund, store credit, discount, or compensation requests will first be reviewed and handled by the relevant merchant.

The merchant will assess the request based on:

• Product type and condition;
• Product listing;
• Order and delivery details;
• Supporting evidence;
• The customer’s explanation; and
• This Return & Refund Policy.

The merchant may approve, reject, or propose an alternative resolution.

If the customer accepts the merchant’s proposed resolution, the merchant will be responsible for carrying it out. Where a refund must be processed through Flower Hub Malaysia or the relevant payment provider, Flower Hub Malaysia may assist after receiving the required approval, information, and funds from the merchant.

If the customer and merchant are unable to reach a reasonable agreement, the case may be escalated to Flower Hub Malaysia for review.

8Escalation to Flower Hub Malaysia

Customers should only escalate a case to Flower Hub Malaysia after they have reported the issue to the merchant and attempted to reach a reasonable resolution.

When submitting an escalation request, the customer must provide:

• Order number;
• Details of the issue;
• Photos, videos, or other supporting evidence;
• Relevant communication with the merchant; and
• The resolution proposed by the merchant, if any.

Flower Hub Malaysia may request additional information from the customer or merchant before making a decision.

Depending on the circumstances, the merchant or Flower Hub Malaysia may approve or propose:

• A replacement item;
• A partial refund;
• A full refund;
• Store credit;
• A discount voucher; or
• Another reasonable resolution.

Flower Hub Malaysia will only intervene after the customer and merchant have attempted to resolve the matter, except where immediate platform assistance is reasonably required.

9Non-Returnable & Non-Refundable Situations

Returns, refunds, replacements, or compensation may not be accepted for:

• Change of mind;
• Incorrect product, size, colour, date, or option selected by the customer;
• Minor colour, size, wrapping, or arrangement differences;
• Natural variations in fresh flowers;
• Differences in flower bloom stage;
• Seasonal flower or material substitutions;
• Delayed collection by the customer;
• Incorrect or incomplete delivery details provided by the customer;
• Failed delivery caused by recipient unavailability;
• Delivery delays caused by incorrect customer information;
• Items damaged after delivery or collection;
• Items that have been used, opened, cut, altered, or improperly stored;
• Custom-made or personalised products after preparation has started;
• Products affected by improper handling or care after delivery;
• Flower and floral gift issues reported more than three (3) hours after the recorded delivery or collection time; or
• Florist supply issues reported more than three (3) hours after the recorded delivery or collection time.

10Final Decision

For cases escalated to Flower Hub Malaysia, the platform reserves the right to review the matter and make the final decision based on:

• Product type and product listing;
• Order and delivery details;
• Supporting evidence;
• Communication between the customer and merchant;
• The merchant’s response and proposed resolution;
• The condition of the item; and
• This Return & Refund Policy.

Flower Hub Malaysia may uphold, revise, or replace the merchant’s proposed resolution where reasonably necessary to ensure that the case is handled fairly and consistently with platform policies.

Nothing in this policy limits any rights or remedies available under applicable Malaysian laws.