Refund policy

OVERVIEW

At Pudu Ria Florist Trading Sdn Bhd (Company Registration No. 200801024466), we take immense pride in the quality, freshness, and structural health of our wholesale and retail floral products. Because flowers, foliage, and plants are live, highly perishable organic goods, our return and refund frameworks operate under strict industry guidelines.

Returns are accepted strictly on a quality basis. By completing a purchase on our website (https://prflorist.com.my), you explicitly agree to the terms and conditions outlined below.

 

SECTION 1 - PERISHABLE GOODS POLICIES (FRESH FLOWERS, FOLIAGE & LIVE PLANTS)

1. No Cash Refunds
Due to the highly perishable nature of live botanicals, fresh-cut flowers, and seasonal foliage, we do not offer cash refunds under any circumstances once an order has been successfully compiled, dispatched, or delivered.

2. 4-Hour Freshness Guarantee & Defect Reporting
We implement rigorous quality checks before any cargo leaves our distribution hub. However, if your perishable floral products arrive damaged, wilted, or in exceptionally poor structural health, you must file a formal claim with us immediately.

  • Reporting Window: Defect reports must be submitted within four (4) hours of the documented delivery time. Any claims made outside this 4-hour window will be considered strictly invalid, as organic degradation accelerates rapidly depending on post-delivery handling and environments.
  • Submission Channels: To file a claim, you must submit a formal service ticket via one of our official communication channels:
    • Live Chat: Available directly on our website (https://prflorist.com.my)
    • Customer Support WhatsApp: +60 19-388 7760
    • Official Corporate Email: hello@prflorist.com.my
  • Evidentiary Requirements: Your submission must be accompanied by clear, well-lit digital photographic and/or video evidence showing the structural defect or damage alongside your official invoice/order number.

3. Remediation Limits
Once our quality care team verifies a defect claim, we will resolve the issue exclusively through one of the following methods at our sole discretion:

  • An equivalent floral replacement delivered to your original routing address on your next scheduled delivery window.
  • In-store credit issued to your registered account portal on https://prflorist.com.my.

 

SECTION 2 - STYLE, PREFERENCE & CARE WAIVERS

1. Personal Preferences Waiver
Returns are accepted strictly on a quality basis. We are unable to accommodate requests for returns or exchanges based on personal preferences, such as style, color tone, or design differences. Unfortunately, style or preference dissatisfaction is not a valid reason for return or replacement.

2. Third-Party Gifting Responsibility
When sending flowers to another recipient, please ensure that the selected design aligns with their taste and preferences.

3. Recipient Care Obligations
Upon receipt, the recipient is responsible for proper flower care, including immediate watering and appropriate placement. Please note that failure to follow care instructions may affect the longevity and freshness of the flowers, and Pudu Ria Florist Trading disclaims all liability for degradation caused by neglect or improper care.

 

SECTION 3 - SEASONAL AND STOCK VARIATIONS

Due to seasonal changes and product availability, flower varieties and colors may vary slightly from the advertised image. In such cases, we reserve the right to substitute with similar flowers of equal or greater value, maintaining the overall look and feel of the arrangement.

 

SECTION 4 - NON-PERISHABLE GOODS POLICIES (FLORIST SUPPLIES & HARDWARE)

For non-perishable hardware items—including dried or preserved flowers, wrapping materials, florist tools, baskets, boxes, sprays, vases, and pots—the following parameters apply:

1. Eligibility for Returns
Non-perishable items are eligible for return or exchange within seven (7) days from the date of receipt, provided they meet the following conditions:

  • The item must be completely unused, unaltered, and in the exact same condition that you received it.
  • The item must remain in its original, undamaged retail packaging.
  • A valid proof of purchase (tax invoice or digital order confirmation) must be provided.

2. Return Logistics & Costs

  • Customer Liability: Unless the return is a direct result of our processing error (e.g., incorrect item or verified manufacturing defect shipped out), all logistics costs, courier fees, and handling duties associated with shipping non-perishable goods back to our headquarters are to be borne entirely by the customer.

 

SECTION 5 - ORDER CANCELLATIONS & AMENDMENTS

1. Standard Retail & Wholesale Orders
Requests for cancellations or order modifications must be submitted to our customer care desk at least forty-eight (48) hours prior to the scheduled delivery window. Approved cancellations will be refunded strictly via online store credit. We cannot accommodate cancellation requests within 48 hours of fulfillment.

2. Subscription Cancellations
Requests to pause, skip, or modify ongoing subscription frequencies must be processed inside your user Account Portal at least three (3) business days prior to the next scheduled automated billing cycle. Subscriptions tied to fixed commitment plans require a mandatory minimum of twelve (12) completed deliveries. Early cancellations are strictly prohibited before the full 12-delivery cycle is met.

3. Workshop & Masterclass Bookings
Because fresh flower imports and studio configurations are locked in for each student well in advance, all workshop ticket bookings are strictly non-refundable.

 

SECTION 6 - CONTACT INFORMATION

For immediate assistance with a quality-based return, order adjustment, or freshness claim, please contact our support team:

  • Company Name: Pudu Ria Florist Trading Sdn Bhd
  • Official Website: https://prflorist.com.my
  • Headquarters Address: 21, Jalan Empat, Chan Sow Lin, 55200 Kuala Lumpur, Malaysia.
  • Customer Support WhatsApp: +60 19-388 7760
  • Official Corporate Email: hello@prflorist.com.my