Refund policy

OVERVIEW

This Return & Refund Policy forms an integral part of the Terms of Service of Pudu Ria Florist Trading (Southern) Sdn Bhd (Company Registration No. 201801036755 (1298785-M)) (“we”, “us”, or “our”). By purchasing retail floral arrangements, bulk wholesale inventory, subscription packages, or non-perishable floristry supplies through prflorist.com.sg (the “Site”), you (“the customer”, “the buyer”) explicitly agree to be bound by the quality guarantees, defect reporting windows, and remediation limits set forth below.

 

SECTION 1 - PERISHABLE GOODS (FRESH CUT FLOWERS & SUBSCRIPTIONS)

Due to the highly delicate, organic, and time-sensitive nature of fresh-cut flowers, foliage, and active subscription arrangements, our return policy for these items is strictly governed by the following frameworks:

• Absolute Cash Refund Restriction: We do not offer cash refunds, credit card reversals, or bank transfer chargebacks for any perishable floral products under any circumstances.
  
• Defect Reporting Protocol: If your fresh-cut flowers or subscription arrangements arrive structurally damaged, wilted, or in exceptionally poor health, you must file a formal complaint via our official WhatsApp support channel (+60 14-331 1033) within twenty-four (24) hours of receipt.
  
• Evidence Requirements: To validate a fresh-product claim, customers must submit clear, well-lit digital photographic or video evidence of the entire arrangement illustrating the alleged defect. Failure to report within the strict 24-hour window or provide adequate visual evidence will result in the immediate forfeiture of the claim.
  
• Remediation Boundaries: Upon review and approval by our management team, valid claims will be resolved exclusively via one of the following methods determined by Pudu Ria Southern:
  1. A complimentary replacement product integrated into your subsequent scheduled delivery routing.
  2. An equivalent value issued as online store credit to your user profile.
  

 

SECTION 2 - NON-PERISHABLE GOODS & FLORIST SUPPLIES

For durable, non-perishable items (such as wrapping papers, flower boxes, color sprays, baskets, vases, pots, and related florist accessories), the following framework applies:

• Eligibility Window: Customers may request a return or exchange for non-perishable goods within seven (7) calendar days from the verified delivery date.
  
• Product Condition: To qualify for a return, items must be completely unused, unaltered, in their original packaging, and in the exact same resalable condition in which they were received.
  
• Return Logistics Costs: Unless the return is caused by an explicit fulfillment error on our part (e.g., wrong item or verified manufacturing defect shipped), all costs associated with return shipping, return courier routing, and logistics are to be borne entirely by the customer.
  

 

SECTION 3 - INTERNATIONAL ORDERS & CUSTOMS REJECTIONS

• Final Sale Rule: All international sales routed outside our domestic Malaysia and Singapore truck fulfillment networks—consisting strictly of eligible non-perishable floristry cargo—are considered final sale.
  
• Customs Issues: As outlined in our Shipping & Delivery Policy, we accept zero liability for international items delayed, destroyed, or rejected by destination border customs officials. If an international package is abandoned or returned to us due to unpaid import taxes, duties, or failure to clear local customs requirements, no refunds or store credits will be issued.
  

 

SECTION 4 - STORE CREDIT SYSTEM & EXPIRATION LAWS

Any store credits allocated to user accounts as a resolution for an order issue or earned via promotional cashback programs are subject to strict financial boundaries:

• Online Usage Only: Store credit is tied to your account profile and can only be applied at the checkout screen of our online store (prflorist.com.sg). Credits cannot be transferred between accounts, nor can they be exchanged, redeemed, or liquidated for cash or physical goods outside our digital portal.
  
• Promotional Cashback Credits: Store credit accumulated through promotional loyalty rewards or cashback initiatives carries a tiered expiration structure:
  • B2C (Retail) Accounts: Valid for exactly one (1) year from the date of credit generation.
  • B2B (Wholesale) Accounts: Valid for exactly six (6) months from the date of credit generation.
  
• Resolution & Refund Credits: Store credits assigned directly by our team as a resolution for order adjustments, stock shortages, or validated freshness complaints do not carry an expiration date.
  

 

SECTION 5 - ORDER CANCELLATIONS & AMENDMENTS

• Subscription Cancellations: "Pay-On-The-Go" plans and fixed 12-delivery Commitment Plans must be cancelled or paused through your Account Portal in compliance with our strict 3-business-day cut-off window prior to the billing cycle. Cancellations made outside this window cannot be refunded or recalled.
  
• Standard Order Amendments: Requests to cancel or adjust one-off retail/wholesale orders must be logged with customer service prior to your chosen or validated delivery date. Once an item has entered our vehicle routing phase or left our fulfillment hub, no cancellations, amendments, or refunds can be processed.
  

 

SECTION 6 - CONTACT & CLAIM COMPLIANCE

To log an urgent fresh floral issue, coordinate an eligible non-perishable return, or check on a pending store credit balance, please interact with our administration line:

• WhatsApp Claim Desk: +60 14-331 1033
  
• Fulfillment Email: hello@prflorist.com.sg