Refund & Return Policy

Last Updated: April 2026

At CraftsFlower, we take great pride in the freshness and quality of our floral arrangements. Because flowers are perishable natural products, we have established the following policy regarding refunds, returns, and cancellations.

1. 4-Hour Freshness Guarantee

If you receive flowers that are wilted, damaged, or in poor condition, you must contact us via WhatsApp within four (4) hours of delivery.

  • Evidence Required: To be eligible for a replacement or refund, you must provide clear photographic evidence of the flowers and the original packaging.

  • Environmental Factors: Complaints received after the 4-hour window may not be eligible for a refund, as environmental factors (heat, lack of water, or direct sunlight) after delivery are beyond our control.

2. Non-Returnable Items

Due to the perishable and bespoke nature of our business, the following items cannot be returned or exchanged:

  • All fresh flower bouquets and arrangements.

  • Custom-made or personalized orders.

  • Perishable add-ons such as cakes, chocolates, or food items.

3. Cancellation Policy

  • 24-Hour Notice: You may cancel your order at least 24 hours before the scheduled delivery time for a full refund.

  • Immediate Preparation: Once our florists have begun preparing your arrangement or the order has been dispatched for delivery, we cannot accept cancellations or offer refunds.

4. Delivery & Redelivery Issues

  • Incorrect Address: If a delivery fails because the address provided was incorrect or incomplete, we cannot offer a refund. We can attempt redelivery to a new address for a flat RM 30 redelivery fee.

  • Recipient Not Present: If the recipient is unavailable, our rider will attempt to leave the flowers in a safe place (e.g., with a guardhouse or at the reception). We are not responsible for the condition or theft of the flowers once they have been left at a requested safe location.

  • Holding Period: We will hold undelivered bouquets for a maximum of 24 hours. After this period, the bouquet will be disposed of without a refund.

5. Vending Machine Purchases

All sales made through our 24/7 Vending Machines (e.g., Empire Damansara) are final. If you encounter a technical error where a product is not dispensed after payment, please contact us immediately via WhatsApp with your transaction proof.

6. Refund Process

If a refund is approved:

  • It will be processed through your original payment method.

  • Depending on your bank or payment gateway (e.g., Stripe, Razer), it may take 5 to 10 working days for the funds to appear in your account.

7. Contact Us for Assistance

For all refund-related inquiries, please reach out to our team immediately:

  • WhatsApp: 016-2102178 (Official Channel)

  • Email: hi.craftsflower@gmail.com