Refund, Return & Substitution Policy

Last Updated: April 2026

At theflower4u.com, we take great pride in the freshness and quality of our floral arrangements. Because flowers are perishable natural products, we have established the following terms regarding cancellations, substitutions, and refunds.

1. Freshness & Quality Guarantee

  • 4-Hour Window: 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.

  • Late Complaints: Complaints received after this 4-hour window or after midnight on the delivery day will not be eligible for a refund, as environmental factors (heat, lack of water, direct sunlight) are beyond our control.

2. Substitution Policy

To ensure your gift is delivered on time, substitutions with items of equivalent or higher value may occur when necessary. Our florists ensure these are done professionally without affecting the overall presentation.Substitutions may occur in:

  • Decorative Elements: Specific baskets, vases, or plush toys.

  • Seasonal Items: Specific fillers or seasonal fresh fruits.

  • Flower Colors: Variations in shades based on daily stock availability.

  • Note: Substitutions are not valid grounds for a refund as long as the overall style and color palette are maintained.

3. Cancellation & Non-Returnable Items

  • Freshness First: We do not accept returns or exchanges for fresh flowers, custom-made orders, or perishable add-ons (cakes/chocolates) once they have been delivered.

  • Cancellations:

    • 24+ Hours Notice: Full refunds are available if cancelled at least 24 hours before the scheduled delivery.

    • Less than 24 Hours: Once our florists have begun preparation or the order is dispatched, we cannot accept cancellations or offer refunds.

4. Delivery & Redelivery Policy

  • Schedule Changes: We cannot accommodate changes to delivery timing requested less than 12 hours before the initial schedule.

  • Incorrect Address: We are not liable for failed deliveries due to incorrect or incomplete addresses provided by the customer.

  • Unsuccessful Delivery: If the recipient is unavailable, we will attempt to leave the flowers in a safe place (e.g., guardhouse/reception). We will hold the flowers for a maximum of 24 hours.

  • Quality Disclaimer: We are not responsible if flowers wilt during this 24-hour hold. After 24 hours, the bouquet will be disposed of.

  • Redelivery Fee: A flat fee of RM 30 applies for any subsequent delivery attempts.

5. Refund Process

  • If approved, refunds are processed via the original payment method.

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

Contact Us for Assistance

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

  • WhatsApp: 013-2139431 (Fastest response)

  • Email: sales.theflower4u@gmail.com