By accessing this website, ordering products, and/or using the services, you agree to be legally bound by these Terms and Conditions. If you do not accept these Terms and Conditions, you should not use or access this website. Bouquet Lab reserves the right to revise these Terms and Conditions at any time by updating this page without prior notification.

 

Order Acceptance Policy

Once your order is successfully placed through our website, you will receive an order confirmation email. This confirmation email serves as our official acceptance of your order.

Accurate personal information (name, phone number, and address) must be provided at checkout, and ensure the recipient is available on the delivery day. We are not responsible for undelivered items due to incomplete or incorrect information or an unreachable recipient. Additional charges will apply for re-delivery.

Any changes to the provided information must be informed to us via WhatsApp at 6019-945 4139 at least a day before the scheduled delivery.

We reserves the right to accept or reject any order or subscription request at our discretion, without providing reasons. If an order is rejected, any payments made will be fully refunded via the payment method used to place the order.

 

Delivery Policy

Deliveries are conducted daily from Monday to Sunday, between 10:00 AM – 6:00 PM. We'll do our best to deliver within your chosen time slot. For exact time deliveries, we recommend arranging your own delivery service.

We currently deliver our products within Klang Valley and Selangor in Malaysia only to ensure your bouquet arrives in the best condition. 

All deliveries are handled by trusted third-party delivery company.

We are not responsible for late deliveries caused by unforeseen circumstances such as heavy traffic, unpredictable weather, floods, or any other factors beyond our control.

Delivery will be made to the designated drop-off point, lobby, or ground floor only. For high-rise buildings such as condominiums, malls, hotels, and hospitals, please ensure the recipient is available to collect the item at the drop-off point.

It is the sender’s responsibility to inform the recipient about the delivery. If the item is left in a safe place at the request of the sender or recipient, we are not liable for any loss or damage thereafter.

If a delivery fails for any reason, including recipient refuses to accept the delivery or being unreachable, the order will be returned to us. Re-delivery may be arranged upon request and will incur additional charges.

 

Refund and Return Policy

Due to the perishable nature of flowers, returns are not applicable.

No refunds will be accepted for same-day delivery order.

No refunds will be accepted if the recipient refuses to accept the item.

A refund or replacement may only be offered under the following conditions:

• You received the wrong item
• The item arrived severely damaged (e.g. more than 50% of the flowers wilted)

To request a refund or replacement, please contact us via WhatsApp at 6019-945 4139 within 2 hours of delivery, along with your order number and clear photos of the issue. Reports made after this period will not be entertained.

If the buyer collects the bouquet and delivers it to the recipient later, they are responsible for keeping the flowers fresh. We are not liable for any damage caused by improper storage (e.g. heat, direct sunlight, or poor ventilation).

 

Cancellation Policy

No cancellations will be accepted for same-day delivery order.

All our products are made-to-order and prepared fresh for each order. As such, order cancellations are only accepted if made by 12:00 PM one (1) day before the scheduled delivery or pickup time for a full refund.

To request a cancellation, please contact us via WhatsApp at 6019-945 4139 with your order number.

 

Product and Substitution Policy

We offer customization options to tailor your order to your preferences. Please feel free to contact us via WhatsApp at 6019-945 4139 and we will do our best to accommodate your needs.

All products and flowers are subject to availability. In the event of supply difficulties or quality concerns, we reserve the right to substitute any item with a similar style, equal or greater value without prior notice. These may includes flower types, colors, wrapping paper, ribbon, baskets, vases, fruits and any other material used in arrangements.

Product images are for illustration purposes only, and actual items may vary slightly in appearance and size due to availability and manual measurements.

 

Pricing

All product prices listed on our website exclude delivery charges, unless stated otherwise. Delivery fees will be calculated and shown at checkout based on the selected delivery location.

We reserve the right to adjust our prices and offers at any time due to market fluctuations, product discontinuation, supplier pricing changes, or other unforeseen circumstances.

 

Privacy and Data Protection

Your personal information will be used solely for processing your order and providing customer service. We do not share your information with third parties.