Cancellation & Refund Policy

Cancellation requests must be made in writing to hi@flowersandcream.com or by WhatsApp to +60 11-1155 6592, quoting your order number. The refund depends on how much notice we receive before the scheduled delivery date and time:

• More than 48 hours' notice — full refund of the order value and delivery charge.
• Between 24 and 48 hours' notice — 50% refund of the order value, plus a full refund of the delivery charge. Flowers and ingredients will already have been reserved for your order.
• Less than 24 hours' notice, or after the arrangement has been prepared or dispatched — no refund is available, as the product cannot be resold.

Cut-off times are based on Malaysian time (MYT) and our business hours of Monday to Saturday, 9:00am to 6:00pm. A request sent outside business hours is treated as received at the start of the next business day.

We will do our best to accommodate changes to the delivery date, delivery address, recipient details or gift card message if you tell us at least twenty-four (24) hours before the scheduled delivery. Changes to the products in an order may not be possible once preparation has begun. If a new address falls into a different delivery zone, the difference in delivery charge will be payable or refunded accordingly.

If we cancel your order — for example because an item is unavailable, the delivery address is outside our service area, or an event beyond our control prevents delivery — you will receive a full refund of everything you paid, including the delivery charge. Where possible we will offer you a replacement item or a new delivery date first.

We stand behind the quality of what we deliver. You may claim a refund or a free replacement if:

• The item arrived damaged, wilted or in unacceptable condition.
• The wrong item was delivered.
• The order was delivered to the wrong address because of an error on our part.
• The order was not delivered at all on the confirmed delivery date because of an error on our part.

Claims must be reported within twenty-four (24) hours of delivery, together with your order number and clear photographs of the item as received and of its packaging. Flowers are perishable, so we cannot assess a claim made after this window. Please keep the item until your claim has been resolved, as we may ask to collect it.

• An incorrect or incomplete delivery address, or an unreachable contact number, supplied by you.
• The recipient being unavailable after our rider has followed the steps in our Shipping & Delivery Policy, or the recipient refusing to accept the delivery.
• Natural variation in the shade, size or stem count of fresh flowers, or a permitted substitution of equal or greater value.
• Personalised or fully customised arrangements once preparation has begun.
• Deterioration caused by how the item was handled or stored after delivery, including cakes that were not refrigerated promptly.
• Delivery charges on an order that was successfully delivered.
• Free gifts and complimentary items.

• Approved refunds are made to the original payment method. We cannot refund to a different account or a different person.
• Online banking (FPX), credit and debit card, e-wallet — 7 to 14 working days from approval, depending on your bank or card issuer.
• Bank transfer — 3 to 7 working days from approval, to the account the payment came from.
• We will notify you by email once the refund has been issued. Any delay after that point is in the hands of your bank or card issuer.
• Where you prefer, we can issue a replacement delivery or store credit instead of a cash refund.

Email hi@flowersandcream.com or WhatsApp +60 11-1155 6592 with your order number, the reason for your request and any supporting photographs. We acknowledge every request within two (2) working days and aim to resolve it within seven (7) working days.

If you believe a payment is incorrect, please contact us first — we can usually resolve it faster than a bank dispute. Raising a chargeback without contacting us may delay the resolution of your claim.

Nothing in this policy limits any right you have under the Consumer Protection Act 1999 or other applicable Malaysian law. This policy is governed by the laws of Malaysia and should be read together with our Terms & Conditions.