At Flower Hub Malaysia, we aim to provide a smooth and reliable shopping experience for flowers, floral gifts, and florist supplies. As different product types have different handling requirements, our return and refund policy may vary depending on the item purchased.
Fresh flowers, flower bouquets, flower baskets, opening stands, bridal bouquets, and other fresh floral arrangements are perishable and 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. Fresh flowers may also be substituted with similar flowers, similar colours, or items of equal or higher value when certain flowers or materials are unavailable.
Refunds or replacements may only be considered if the item is significantly damaged, incorrect, missing, or clearly not in acceptable condition upon delivery.
For soap flowers, artificial flowers, preserved-style products, hampers, accessories, and other non-fresh floral gifts, return requests may be reviewed if the item received is damaged, incorrect, or significantly different from the product listing.
Items must be unused, in original condition, and returned with original packaging where applicable.
Returns caused by change of mind, wrong selection, colour preference, or minor product differences may not be accepted.
For florist supplies such as floral foam, wrapping paper, ribbons, boxes, tools, packaging materials, and other floral-related supplies, return requests may be considered only if the item is damaged, defective, incorrect, or incomplete upon receipt.
Returned items must be unused, unopened where applicable, and in original packaging.
Used, cut, opened, damaged-after-receipt, or custom-ordered supplies are not eligible for return.
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 purchase has started.
Customers must report any issue within 24 hours after delivery or collection.
To submit a complaint or return request, please contact Flower Hub Malaysia through our official support channel:
To help us review the case, customers may be required to provide:
Flower Hub Malaysia may request additional information from the customer or vendor before making a decision.
As Flower Hub Malaysia is a marketplace platform, the vendor is responsible for preparing and fulfilling the product order.
Customers and vendors should first communicate to resolve the issue where possible. If both parties are unable to reach a reasonable solution, Flower Hub Malaysia may step in to review the case and assist with a fair resolution.
Depending on the case, Flower Hub Malaysia may offer one of the following solutions:
The final resolution will depend on the product type, issue reported, supporting evidence, vendor response, and overall order condition.
Returns, refunds, or replacements may not be accepted for:
9. Final Decision
Flower Hub Malaysia reserves the right to review each case reasonably and make the final decision based on the product type, order details, evidence provided, vendor feedback, and platform policy.
