Terms of Service

Last Updated: April 2026

This website is operated by CraftsFlower. Throughout the site, the terms “we”, “us” and “our” refer to CraftsFlower. By accessing our site or purchasing from us, you agree to be bound by the following terms and conditions, including those additional policies referenced herein.

SECTION 1 - SERVICE & 24/7 AVAILABILITY

  • Vending Machine Operations: Our automated floral kiosks (including our flagship station at Empire Damansara) operate 24/7. Customers are responsible for the immediate collection of items once a compartment is unlocked.

  • 1-Hour Urgent Delivery: We specialize in rapid fulfillment. While we strive to meet the 1-hour window for selected KL and PJ zones, delivery times may be affected by extreme weather, heavy traffic, or festive peak seasons.

  • Support Hours: While the vending machine and website are always active for orders, manual customer support via WhatsApp or Email is available during our standard business hours.

SECTION 2 - PRODUCT ACCURACY & SUBSTITUTIONS

  • Handcrafted Quality: Every arrangement is a unique "Craft" piece. As flowers are natural products, you acknowledge that actual colors, bloom sizes, and shades may vary slightly from the digital images displayed.

  • Professional Substitution: To ensure timely delivery, we reserve the right to substitute flowers, fillers, or packaging with items of equal or higher value. We will always maintain the original style, theme, and color palette of your order.

SECTION 3 - DELIVERY & REDELIVERY

  • Accuracy of Information: The sender is responsible for providing a complete delivery address and a valid contact number for the recipient. We are not liable for failed deliveries due to incorrect data.

  • Unsuccessful Delivery: If a recipient is unavailable, our riders will attempt to leave the flowers in a safe location (e.g., guardhouse or reception).

  • Redelivery Fee: If a manual second delivery attempt is required, a flat RM 30 redelivery fee will apply.

  • Perishable Hold: We will hold undelivered bouquets for a maximum of 24 hours. Due to the nature of fresh flowers, items will be disposed of after this period without a refund.

SECTION 4 - CANCELLATIONS & REFUNDS

  • No Cancellation Policy: Due to the perishable nature of our products and our immediate preparation process, we do not entertain order cancellations, returns, or exchanges once a purchase is confirmed.

  • 4-Hour Quality Guarantee: Any concerns regarding the freshness or condition of the flowers must be reported via WhatsApp with photographic evidence within four (4) hours of receipt.

SECTION 5 - PROHIBITED USES

You are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to infringe upon our intellectual property rights; or (c) to submit false or misleading information. We reserve the right to terminate your use of the Service for violating any prohibited uses.

SECTION 6 - GOVERNING LAW

These Terms of Service and any separate agreements shall be governed by and construed in accordance with the Laws of Malaysia.

SECTION 7 - CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at:

  • WhatsApp: 016-2102178 (Official Channel)

  • Email: hi.craftsflower@gmail.com