General Return/Refund (All Non Perishable Products)

1. All items sold are non-refundable excepts the following reasons. However, we do guarantees every items arrive in good condition. If your purchased goods arrived wrongly or damaged, please notify us within 48 hours from receiving the items. You may contact us through our general line by Whatsapp (+6018 917 8663) for swift respond or email to ecommerce.lushflora.my@gmail.com.

2. Acceptance for replacement, return or refund is subject to the following conditions only:

• Item arrived damaged / cracked / spilt / broken (Products)
• Wrong item/color/design was delivered (Products)

3. Rejection for replacement, return or refund is subjected but not limited to the following conditions:

• Change of mind
• Wrong item, size, color or variety was selected during check out
• Item had been used or without original packaging or damaged by customer 
• Any other reasons NOT due to the negligence from us.

4. We may require proof for damaged product by photos and video.

5. Acceptance or rejection for replacement, return or refund is subject to our final decision and governing laws.

6. Refund request must be made within 48 Hours from receiving of purchased goods.

Live Plant Return/Refund (Plants Only)

1. All live plants sold are non-refundable excepts the following reasons. However, we do guarantees every items arrive in good condition. If your purchased goods arrived wrongly or damaged, please notify us within 48 hours from receiving the items. You may contact us through our general line by Whatsapp (+6018 917 8663) for swift respond or email to ecommerce.lushflora.my@gmail.com.

2. Acceptance for replacement, return or refund is subject to the following conditions only:

• Death on arrival, for all plants that is delivered within 3 days, for late arrival due to logistic company's fault, we are not responsible for refund. (Calculation of delivery days is from the date/time the item is collected by delivery logistic to the date/time item is delivered to your address by delivery logistic)
• Wrong species of plant is delivered.

Instant Delivery (Recommended)

1. We strongly recommend customers who are very particular with plants condition to choose plant delivery via instant delivery such as Lalamove bike/car (available during check out) and grab bike/car (available through Whatsapp arrangement with our staff). We guarantee plant’s condition upon arrival via these delivery method.
2. Whatsapp (+6018 917 8663) us to arrange.
3. Please read our shipping policy here.

Parcel (At Your Own Risk)

1. None of courier companies in Malaysia accepts delivery of live plants or provide insurance for perishable products.
2. By selecting parcel as delivery method, you agree to accept plant’s condition (i.e wilting, dried up or even death) upon arrival at your own risk. The reason is due to our inability to control delivery delays, delivery handling and logistic environment as the delivery is done by third party courier companies.
3. We promise to do our best to prepare and package the plant prior to delivery.
4. Please contact us immediately within 48 hours upon receiving the plants with picture and video showing the condition of the plant. Preferable with the packaging still intact. Our team will investigate if such problem is due to our negligence in preparing the plant for delivery.
5. On case by case basis, we may provide advice, partial refund, next purchase discount, replacement (self-pick up) subjected to our final decision in the case of plants arriving dead.
6. If the plants arrived in mild or moderately unhealthy condition, there shall be no reason for return/refund as this condition is common for delivery via parcel.
7. Please read our shipping policy here.

Refund Process and Method

1. All refund request will be processed and any refund will be made within 7 working days.

2. For purchase payments made via Credit Card, Debit Card or E-Wallet, all refund will be made directly to the method of payment, debited to your card or e-wallet.

3. For purchase payments made via FPX/Online Banking Transaction. We will request for your bank details and make refund via bank transfer.