Last Updated: 27 Aug 2026
Thank you for choosing YIIS Florist. Due to the delicate and perishable nature of fresh flowers and floral arrangements, we maintain a strict refund and return policy to ensure the highest standards of quality for all our customers. To avoid any misunderstandings, please review your order details—including price, flower selection, colour, size, design, and delivery information—carefully prior to submitting payment. Once an order is confirmed and paid for, you acknowledge and agree to the terms outlined in this Refund, Return & Cancellation Policy.
1. Refund Policy
Unless otherwise stipulated by applicable law, YIIS Florist does not accept requests for full or partial refunds due to personal reasons once an order is confirmed and payment has been processed.
Refunds will not be granted under the following circumstances:
- Change of mind by the customer or recipient.
- Dislike of the chosen colour palette, flower variety, packaging, or overall aesthetic.
- Last-minute changes to the delivery date, time slot, or address requested by the customer.
- Inability of the customer or recipient to collect or accept the floral delivery due to personal reasons.
- Refusal of delivery or sign-off by the intended recipient.
- Delivery failure resulting from incorrect or incomplete recipient details provided by the customer.
- Unresponsiveness or failure to establish contact with the customer or recipient during delivery.
- Refund requests submitted after the order has been processed, arranged, or dispatched for delivery.
- Reasonable flower substitutions necessitated by stock or supply constraints.
- Minor, natural variations between the final product and reference photos on our website, social media, or provided by the customer.
- Any other personal grounds not directly attributable to an error by YIIS Florist.
2. Reference Images & Flower Substitutions
All imagery on our website, social media, promotional channels, or provided by customers serves strictly as a design guide for style, colour palette, form, and general visual effect. They do not guarantee an exact replica of the final product.
As natural products, flower availability is subject to seasonality, market supply, inventory levels, quality standards, and other unforeseen factors.
Should specific flowers be unavailable, in short supply, failing quality checks, or affected by procurement issues, YIIS Florist reserves the right to substitute alternative blooms at our discretion without prior notice.
We ensure that all substitute flowers maintain an equivalent overall style, colour tone, visual form, and monetary value relative to the original order.
Customers are not entitled to cancel orders, return items, or request full or partial refunds on the grounds of reasonable flower substitutions or minor visual variations from reference images.
3. Return Policy
Due to the fresh and perishable nature of flowers, all items, bouquets, hampers, and floral arrangements that have been paid for, prepared, arranged, or dispatched are strictly non-returnable and non-exchangeable.
For self-collection orders, customers are required to inspect the floral items on-site upon pickup.
Once an order has left the premises of YIIS Florist, returns based on personal preference, design taste, or natural variations in blooms will not be accepted.
Nothing in this clause excludes, restricts, or modifies any non-excludable statutory rights you hold under applicable Malaysian law.
4. Cancellation Policy
Once confirmed and paid for, orders cannot be unilaterally cancelled by the customer.
Please ensure all order details—including flower choices, colours, dimensions, styling, pricing, delivery dates, time windows, and recipient information—are thoroughly verified before placing your order.
Upon order confirmation, YIIS Florist commits resources towards flower procurement, labour, packaging, and production. Consequently:
- Order details must be verified and finalized prior to payment.
- Cancellations based on personal reasons are strictly not accepted after payment confirmation.
- Cancellations will not be accepted due to a change of mind, budget adjustments, schedule conflicts, or changes regarding the recipient.
- Orders that have entered the procurement, preparation, or arrangement stage cannot be cancelled.
- Orders that are fully completed or dispatched cannot be cancelled.
- The time remaining before the scheduled delivery date does not automatically grant a right to cancel or claim a refund.
5. Refusal of Delivery
If the recipient refuses to accept or sign for the delivery for any personal reason, or if our courier is unable to complete handover at the designated destination, YIIS Florist will not issue a full or partial refund.
Because the item was custom-prepared to your specifications—incurring costs across materials, labour, packaging, and logistics—the customer remains fully liable for the total order value.
Should you request a re-delivery attempt, YIIS Florist may evaluate the feasibility at our discretion. Any additional delivery charges incurred must be borne entirely by the customer.
6. Accuracy of Delivery Details
The customer is strictly responsible for providing accurate, complete, and valid details at the time of ordering, including:
- Recipient’s full name;
- Direct contact phone number;
- Complete delivery address;
- Delivery date;
- Preferred delivery window; and
- Any essential access or delivery instructions.
YIIS Florist accepts no liability or refund obligations for failed deliveries, delays, or non-delivery resulting from inaccurate, missing, or outdated customer-provided information.
Any supplementary charges for re-routing or re-delivering the items will be billed to the customer.
7. Damaged or Incorrect Orders
In the unlikely event of a significant, objective issue with your delivery, such as:
- Receipt of an incorrect order;
- Severe physical damage to the floral arrangement upon arrival; or
- A verifiable defect for which YIIS Florist is legally responsible;
you must notify YIIS Florist via WhatsApp within 30 minutes of receipt, providing clear photo evidence and order details.
YIIS Florist will investigate the issue and, where required by applicable law, provide a fair and reasonable resolution.
8. Natural Characteristics of Fresh Flowers
Fresh flowers are living products. Natural variations in shade, bloom size, petal count, stage of opening, and lifespan are inherent to each individual stem.
Even when utilizing identical floral varieties and design templates, minor variations between batches are completely normal.
These organic differences represent the natural characteristics of real flora and do not constitute product defects or quality issues.
9. Customer Acknowledgement
Customers are required to read and understand this policy prior to finalizing their order and processing payment.
Completing payment constitutes your explicit acknowledgement that you have read, understood, and agreed to all terms within this Refund, Return & Cancellation Policy.
YIIS Florist reserves the right to execute and interpret this policy within the bounds of applicable law.
In the event that any provision within this policy conflicts with mandatory statutory provisions under prevailing Malaysian legislation, the applicable statutory laws shall prevail, while all remaining terms continue in full force and effect.