Terms of service
1. Introduction
Welcome to https://fafa.florist/ (the “Site”), including our official social media platforms such as Instagram and Facebook.
These Terms of Service (“Terms”) govern your access to and use of the Site and our services. In these Terms, “GLEAM FLORIST”, ONLY.
By accessing or using our Site, you agree to be bound by these Terms. If you do not agree, you must immediately discontinue use of the Site.
We reserve the right to update, amend, or modify these Terms at any time without prior notice. Any changes will take effect immediately upon being published on the Site.
2. Privacy
Your use of the Site is also governed by our Privacy Policy, which forms part of these Terms. Please review it to understand how we collect and use your information.
3. Order Policy
3.1 All orders are subject to acceptance by GLEAM FLORIST. Payment confirmation does not constitute acceptance of an order. We reserve the right, at our sole discretion, to reject any order without providing a reason. In such cases, any payment received will be fully refunded via the original payment method.
3.2 All orders are subject to product availability. We reserve the right to cancel or amend any order, in whole or in part, at any time without liability or compensation, if any product is unavailable, out of stock, damaged, or unsuitable for fulfilment.
4. Cancellation Policy
All confirmed orders are non-cancellable, non-transferable, and non-refundable once payment (partial or full) has been made.
However, at our sole discretion and on a case-by-case basis, we may issue a store credit voucher instead of a refund. Any voucher issued will have a validity period of up to 3 months, with the expiry date clearly stated.
5. Order Amendments
Requests to amend orders may be submitted via WhatsApp at +6012-3413415.
While we will endeavour to accommodate changes where possible, only amendments relating to delivery address and message card content are guaranteed if requested at least 3 days prior to the scheduled delivery date.
6. Delivery Policy
Deliveries are available Monday to Sunday, excluding public holidays (T&C).
We do not offer specific delivery time slots to ensure fairness to all customers.
You are responsible for ensuring that all delivery details provided are accurate, including recipient name, address, contact number, and your contact information for communication purposes.
No refund shall be issued once an order has been successfully delivered to the address provided.
If redelivery is required due to incorrect details provided by the customer or a request from the recipient, additional delivery charges will apply.
Once an order has been processed and dispatched, delivery dates cannot be changed due to the perishable nature of the products.
Changing from delivery to self-collection is not eligible for a refund of delivery fees. Any excess payment will be issued as store credit only.
6.1 Delivery Area
We currently deliver within Johor Bahru for fresh flower. Meanwhile, Soap Flower available for west malaysia.
6.2 Adverse Weather Conditions
In the event of adverse weather conditions (including but not limited to heavy rain or flooding), delivery may be delayed. Such circumstances are beyond our control, and we shall not be held responsible for late delivery or eligible for refunds or replacements.
6.3 Non-Delivery
We take all reasonable steps to ensure successful delivery. In the event of non-delivery due to our error, you may contact us via WhatsApp at +6012-3413415.
We will either arrange a replacement on the next available delivery date or issue a refund. Refund processing time depends on your bank and may take between 10 to 30 business days, depending on the financial institution. We are not responsible for bank processing delays.
7. Pricing
All prices are stated exclusive of delivery charges unless otherwise specified.
8. Return & Refund Policy
All floral arrangements are inspected prior to dispatch to ensure quality and freshness. However, due to the perishable nature of flowers, damage may occur during transit.
All sales are final, and returns are not accepted.
Refunds will only be considered if more than 50% of the flowers are wilted or deceased upon delivery.
Natural variations, markings, or minor imperfections in flowers are not considered defects.
Any claims must be submitted within 2 hours of delivery completion, accompanied by clear photographic evidence. Claims submitted after this timeframe will not be accepted.
9. Substitution Policy
All products are subject to availability. In the event of supply issues or if flowers received from growers do not meet our quality standards, we reserve the right to substitute any item with an alternative of similar style, value, and quality without prior notice.
10. Force Majeure
GLEAM FLORIST shall not be liable for any delay or failure in performance of its obligations due to circumstances beyond its reasonable control, including but not limited to:
(i) Acts of God
(ii) War, riots, civil unrest, or terrorism
(iii) Government actions or regulatory restrictions
(iv) Fire, flood, adverse weather conditions, or natural disasters
(v) Power failures, telecommunications breakdowns, or system failures
(vi) Supplier, subcontractor, or delivery partner failures
(vii) Theft, vandalism, strikes, lockouts, or industrial actions
(viii) Any other events beyond reasonable control of GLEAM FLORIST