Last updated: April 20, 2025

Terms and Conditions

Welcome to mss.saysfloral! Please read the following terms and conditions carefully before using our services.

1. Order Policy

• Please ensure that your shipping address and postal code are accurate. We are not responsible for failed deliveries due to incorrect information.
• After order submission, we will send an email confirmation and begin processing the order, which means you agree to these terms.
• Orders can be canceled within 24 hours and will incur a 20% cancellation fee. Orders processed for same-day delivery cannot be modified or canceled.
• Order modifications (such as address changes or message adjustments) must be made 6 hours in advance.

2. Delivery and Shipping

• Standard delivery hours are from 10:00 AM to 8:00 PM. During peak times, delivery times may vary.
• We do not offer specified delivery times to ensure fairness to all customers.
• Please inform us in advance if the recipient will not be home. We will note this, but cannot guarantee delivery at a specific time.
• If the recipient is unavailable, the flowers will be returned to mss.saysfloral, and the sender or recipient will be notified to pick them up. A re-delivery charge will apply.
• Our delivery area is limited to Kuala Lumpur and Selangor, with other areas eligible for selected styles only (excluding fresh flowers).
• We are not responsible for delays caused by adverse weather conditions, incorrect addresses, or other uncontrollable events.

3. Pricing and Payment

• All prices are quoted in MYR (Malaysian Ringgit) and include taxes. Full payment is required upon order.
• We accept payments through Visa and MasterCard. All payment transactions are securely processed via Stripe.

4. Subscription Policy and Pricing

• To change your subscription details, please log in to your mss.saysfloral account. Subscription pauses or cancellations must be notified by 9:00 AM the next day to avoid charges.
• If changes are made after this time, they will take effect with the next delivery. During peak periods, a 5-day notice is required.
• For peak seasons (e.g., Valentine's Day, Mother's Day), we will suspend deliveries for a few days before and after the holiday. We will communicate with you in advance to coordinate delivery arrangements.
• Subscription pricing is set at the time of order. If supplier price increases occur, we will notify you in advance and offer the option to cancel the subscription without additional charges.

5. Product Substitutions and Stock

• If any products are out of stock, we will provide an equivalent or higher value replacement and inform you in advance.

6. Order Cancellation and Refund Policy

Freshness Guarantee:
We promise to send the freshest flowers, which may sometimes arrive in bud form to ensure longer-lasting freshness. If the flowers do not seem fresh, please contact us via WhatsApp within 24 hours of receiving them, including a photo of the flowers. We will assess the situation and arrange a replacement or refund accordingly.

Damage Compensation:
While we take great care in packaging, occasional damage during transit may occur due to factors beyond our control. If the flowers are damaged to an unacceptable extent, please contact us via WhatsApp within 24 hours of receipt with a photo of the damage. We will assess the situation and arrange a replacement or refund accordingly.

Non-Delivery Handling:
We strive to ensure timely delivery. If your flowers do not arrive within 3 days after the intended delivery date, please contact us via WhatsApp. We will assess the situation and arrange a replacement or refund accordingly.

• Order Cancellation: Orders can be canceled during office hours (at least 4 days before the intended delivery date). Please contact us via WhatsApp for cancellation. Once canceled, we will issue credit (a voucher of equal value). If cancellation is not made in time, we will proceed according to the order’s processing status and delivery progress.
  Please note: Cancellations are not accepted during peak periods, such as Valentine's Day, Mother's Day, and other major holidays.
• Refund Policy:
  • For refund requests, we will deduct a 10% processing fee from the total order amount. This fee covers administrative costs, transaction fees, and potential losses from cancellations.
  • If you opt for a refund in the form of credit, we will refund the full amount without any processing fee.
  • Refunds are processed in the third week of the current or following month. If we do not receive a response from the buyer before the end of the accounting month, the order will be considered complete, and no further action will be taken.
  • Product Substitution: We recommend buyers confirm available materials before placing orders. We reserve the right to substitute products of equivalent value and quality in terms of flower types, colors, wrapping paper, and ribbons. If the customer declines the substitution and requests order cancellation, and the order has not been processed or materials have not been prepared, we will offer a full refund in the form of credit, or a refund minus a 10 However, if the order has been processed or materials have been ordered from suppliers, no cancellation or refund will be offered.

7. Pick-Up Policy

• We offer pick-up services from 10:00 AM to 5:00 PM (Monday to Sunday, excluding public holidays).
• When picking up, the customer or their representative (e.g., family, friends, Grab delivery, etc.) must show the order confirmation email (including order number and recipient details).
• The latest pick-up time is 5:00 PM. If you cannot pick up on time, please contact us in advance for alternative arrangements.
• If the order is not picked up on time and we have not received any communication (via WhatsApp), the order will be disposed of after 5:00 PM to free up space and maintain hygiene.

8. Privacy and Data Protection

• We respect your privacy and will only use your personal data to process your order in compliance with Malaysia's data protection laws.

9. Amendments to Terms

• We reserve the right to amend these terms at any time. Updated terms will be posted on our website, and continued use of our services signifies acceptance of the new terms.

10. Governing Law

• These Terms and Conditions, along with any Contract (and all non-Contractual obligations arising out of or related to them), shall be governed by and construed in accordance with the laws of Malaysia.
• Both parties hereby submit to the non-exclusive jurisdiction of the Malaysian courts.
• All dealings, correspondence, and communications between us shall be conducted in the English language.