Returns/Cancellations /Refunds Policy


RETURNS OF SOLD ITEMS

Our return policy lasts 7 days for Gifts products only. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or replacement.

You may return/replace your items for any of the following reasons:
  • You received a damaged item from the courier

To be eligible for a return/ replacement:
  • Returned item must be shipped back to us within seven (7) calendar days. Countdown starts from the date you received the item to the post stamp stated on the parcel you return to us.
  • You have proof of purchase (receipt, order number, buying invoice, delivery note, bank statement)
  • The product must not fall into the non-returnable product list (check out below)
  • Your item must be unused and in the same condition that you received it. It must also be in the original packaging, along with the accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it
  • All sealed items must not be opened. In case you have opened the seal, please refer for assistance to the relevant service centre indicated on the warranty information (if applicable)
  • Replacement items are subject to their availability. When an item is not available, the closest substitute of a similar value will be used. We will inform the customer of the change accordingly.

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at:
  • order@goldenpetals.com.my
And send your item to:
  • No. 127B , Jalan Kenari 23A, Bandar Puchong Jaya, Puchong Selangor Darul Ehsan Malaysia 47100.

Several types of goods are exempt from being returned/replaced. Perishable goods such as “Flowers” and “Cakes” cannot be returned/replaced.

Additional non-returnable/non-replaceable items:
  • Gift/wishing cards delivered with the flowers or cakes
  • Cartoon toys set that decorated on cakes
  • The photos that you provided in cakes’ preparation

Please do not send your purchase back to the manufacturer.

How long is the quality evaluation process?
Replacement/Refund process only begins after we have completed evaluating your returned product. This quality evaluation process may last up to 2 business days. We will send you an email and SMS notification once completed.

Can I return an item after 7 days upon receipt?
Your item cannot be returned after 7 days upon receipt; it can only be serviced. We suggest you contact and send the item directly to its warranty center for prompt assistance. You can find all the contact information of your product's warranty center on the warranty card inside your package.


CHANGE/CANCELLATION OF ORDER

You can change your delivery address or your recipient's info before the date of delivery.

For Flowers & Gifts arrangement, cancellation of order must be made:
  • At least TWO days (48 hours) in advance before the actual delivery date.
  • After 48 hours, no cancellation is allowed and the full amount will be charged.
  • A transaction charge of 6% of the Grand Total purchase price will be imposed on your cancellation.
For Cakes arrangement, cancellation of order must be made:
  • At least THREE days (72 hours) in advance before the actual delivery date.
  • After 72 hours, no cancellation is allowed and the full amount will be charged.
  • A transaction charge of 6% of the Grand Total purchase price will be imposed on your cancellation.
Please note that Change/Cancellation Policy may change from time to time. Please check our policy periodically for changes.

We know that sometimes, you may have to change your order at the last minute due to circumstances. Talk to us and we'll be happy to see what we can do. Every customer is important to us.

Contact us at 017-378 7886 to inform us early.


REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

All refunds requests will be dealt on a case by case basis. As our products are mostly perishable, please revert as soon as possible if there is a problem occurred.

There will be no refunds in the following circumstances:-
  • Address given by the sender is wrong/incomplete, so order could not be sent
  • The recipient of the order made is not present at the address given, and there is no one else present to receive the delivery on behalf of the recipient
  • The recipient has moved house/office, and cannot be contacted
  • Recipient's telephone number not provided or an invalid number is given
  • The recipient has switched off her/his hand phone and is not at home/office at the time of delivery
  • Refusal from the recipient (should such situations occur, the purchase is considered delivered & no refunds will be made)
  • During peak festivals such as Valentine's Day, Mothers' Day, Hari Raya, Chinese New Year where high demand for delivery is expected
  • Natural disaster, violence, warlike situations and/or reasons beyond our control

*Remarks:
For Valentine’s Day delivery, customers may request for a specific time for the delivery to be made and we will try our very best to meet it. However due to the overwhelming responses for Valentine’s Day delivery, there will be no refunds for any late delivery.

For all orders for Condolences or Sympathy Flowers, the time and date of the funeral (when the deceased will be taken out for burial) MUST be stated clearly in your order, and the flowers are delivered only after the funeral, we are not hold responsible to make any refunds or cancellations.


LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and you still have not received your refund yet, please contact us at:
  • 017-378 7886
or email us at:
  • order@goldenpetals.com.my


GIFT POINTS ITEM

If the item was marked as a gift points item when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.


SHIPPING

To return your product, you should mail your product to:
  • No. 127B , Jalan Kenari 23A, Bandar Puchong Jaya, Puchong Selangor Darul Ehsan Malaysia 47100.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over RM150, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.





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