In “PS Floral Atelier” (hereby as “we”), we strives to provide the best customer service available. It is our belief that as a flower shop, we understand and appreciate the concerns of Internet shoppers regarding the security and proper fulfillment of your order. We have established this return/refund policy to provide our customers with a complete understanding of how replacement orders or refunds are processed:

  1. If any customer claims an order was not delivered, we ask that we are given at least 24 hours to investigate and to determine what has occurred. In many cases, delivery was attempted but either the recipient was not home/office and/or no neighbours were available to accept the order.
  2. If it is determined that PS Floral Atelier did not make the delivery attempt, it is our policy that we will provide you with a refund.
  3. If an order is filled and delivered to the recipient and there is a question of the quality of the arrangement, the recipient should contact PS Floral Atelier immediately via call/whatapps +60177506095. If it is still in time, PS Floral Atelier will gladly replace the arrangement or replace item with equivalent value. To request a replacement, PS Floral Atelier must be contacted within 24 hours of the delivery. Please take note that flowers and plants are perishable. Proper care is required. It is the responsibility of the recipient to follow any care instructions provided by PS Floral Atelier before our collection. No refunds or replacements will be made for any order should the recipient or sender not notify PS Floral Atelier within 24 hours of the original delivery date.
  4. PS Floral Atelier reserves the right to reject any order provided to us that we deem questionable or possibly fraudulent. When PS Floral Atelier receives an order, we review the entire order and periodically compare the information provided to us with the bank of the person placing the order. If we determine that fraudulent information is provided we will send an email, message or phone call to the sender to inform them of the situation to determine if the information was provided in error.
  5. Should any customer place an order through PS Floral Atelier and need to cancel the order, the cancellation must be made prior to production of the order (subjected to 10% cancellation fee). If the cancellation is received after the order is processed, no refund can be issued. Cancellations will not be accepted if a customer places an order but provides information that prevents direct delivery, such as in the case of a wrong office or home address. The customer can obtain new information so that the order can then be properly delivered using correct information. If new address is outside of the delivery range and PS Floral Atelier cannot deliver it, only 50% of the order can be refunded.
  6. “Substitutions Allowed” – PS Floral Atelier will always attempt to fulfill an order as closely as possible. However if the container, flowers, plants or other items that comprise the order are unavailable, the order will be substituted with content equal to the original value of the order. PS Floral Atelier will contact customer to ensure selection is acceptable by customer.
  7. PS Floral Atelier is not responsible for any order where the recipient refuses to accept the item. PS Floral Atelier will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.
  8. If the customer has picked up the floral arrangement or plant, and has seen the quality of the flowers, it is the responsibility of the customer to then care for the flowers once it has left the store. No refunds will be given if any question of the quality of the arrangement is not given within 24 hours.
  9. When a customer allows substitutions, this means that the sender is allowing PS Floral Atelier to use flower materials that are available while trying to keep the arrangement as similar as possible. In cases of specialty items, such as items in a ceramic container, a different container with similar value will be used. PS Floral Atelier will contact customer to ensure selection is acceptable by customer.
  10. Incorrect Address/Re-Delivery Changes to address information or incorrect addresses after the order has been placed resulting in a re-delivery will be subject to a RM10.00 charge.