Refund & Return Policy

Last Updated: 16/06/26

1. General Policy

At The Ink Florist, customer satisfaction is important to us. As our products include fresh flowers and other perishable items, refunds and returns are subject to the conditions outlined below.

2. Order Cancellation

Orders may be cancelled and refunded only if production has not yet begun.
Cancellation requests must be submitted as soon as possible.
Once flowers have been prepared, arranged, wrapped, dispatched, or delivered, no cancellation or refund will be permitted.

3. Fresh Flower Products

Fresh flowers are perishable and time-sensitive products.
Due to their nature, we do not accept returns, exchanges, or refunds for:

  • Change of mind
  • Personal preference
  • Incorrect product selection by the customer
  • Minor variations in flower colour, size, bloom stage, or arrangement
  • Recipient refusal after delivery
  • Failure of the recipient to collect or receive the order promptly

4. Flower Substitutions

Flowers are seasonal and subject to availability.
The Ink Florist reserves the right to substitute flowers, foliage, packaging, or accessories with items of equal or greater value without prior notice while maintaining the overall style, colour theme, and value of the arrangement.

Such substitutions shall not be considered grounds for refund, return, or exchange.

5. Damaged or Incorrect Orders

If you receive an incorrect or damaged product, please contact us within 24 hours of delivery.
To assist with the investigation, customers must provide:

  • Order number
  • Clear photographs of the product
  • Description of the issue

If the issue is verified by The Ink Florist, we may at our sole discretion:

  • Provide a replacement product;
  • Offer store credit;
  • Provide a partial refund; or
  • Provide a full refund.

6. Delivery Issues

Refunds will not be issued if delivery cannot be completed due to:

  • Incorrect recipient information;
  • Incorrect delivery address;
  • Recipient unavailable at the delivery location;
  • Refusal to accept delivery;
  • Restricted access to the delivery premises.

Additional charges may apply for re-delivery requests.

7. Proof of Delivery

Photographs taken at the delivery location, together with confirmation from the recipient, receptionist, concierge, security personnel, neighbour, or other responsible person at the delivery address, shall constitute proof of successful delivery.

Once delivery has been completed and acknowledged at the specified address, the order shall be deemed fulfilled.

8. Non-Refundable Items

The following are non-refundable:

  • Fresh flower arrangements
  • Delivery fees
  • Same-day delivery charges
  • Urgent or express delivery charges
  • Customised or personalised products
  • Promotional or discounted items
  • Gift cards (if applicable)

9. Refund Processing

Where a refund is approved, it will be processed using the original payment method. Refund processing times may vary depending on the payment provider and financial institution.

10. Limitation of Liability

The Ink Florist’s liability shall be limited to the purchase value of the affected order. We shall not be liable for any indirect, incidental, special, or consequential damages arising from the use, purchase, or delivery of our products.

11. Contact Us

For enquiries regarding refunds, returns, or order issues, please contact:

The Ink Florist
Email: hello@theinkflorist.com.my
Phone: +6012-2410008