Last updated: June 2025
Refund, Cancellation & Fraud Prevention Policy
At One Florist, we take pride in crafting every bouquet with love and care. We understand that sometimes things may not go as planned. Below is our policy on order confirmation, cancellations, refunds, and fraud prevention.
1. Order Confirmation & Payment Requirement
All orders must be placed only after confirming that the requested delivery date is available.
Orders scheduled on shop closure days or public holidays cannot be processed.
2. Order Confirmation & Cancellation
Once an order has been confirmed and scheduled, it is not eligible for immediate cancellation or refund.
This includes orders that have entered preparation, material reservation, supplier allocation, or internal scheduling.
3. Order Details Requirement
Orders require complete and accurate delivery details in order to be scheduled and fulfilled.
If the required details are not provided within a reasonable timeframe or before the intended delivery date, the order may be deemed unfulfillable due to customer non-cooperation and will be handled in accordance with our Refund, Cancellation & Fraud Prevention Policy.
4. Refund Eligibility
Refunds are only applicable if the order cannot be fulfilled due to reasons solely attributable to One Florist
(e.g. product unavailability or internal operational issues).
5. Cash Bank-In & Unverified Payments
For payments made via cash bank-in or any payment method where the transaction record does not clearly display the payer’s name:
- The florist is unable to verify the identity of the actual payer
- Immediate refunds are not supported
- Refunds based on customer-provided bank account details are not permitted
- Any refund (if applicable) will strictly follow our internal verification and fraud-prevention procedures
6. ATM Cash Deposit – Order Fulfilment & Date Adjustment
For payments made via ATM cash deposit or cash bank-in where the payer’s identity cannot be verified
(This clause supplements Section 4 above and applies specifically to order fulfilment and scheduling):
- Orders may still be accepted and fulfilled as scheduled.
- Due to the inability to verify the payment source, refunds are strictly not supported.
- Requests to change the delivery date or time must be made at least 2 days prior to the scheduled delivery date and are subject to availability.
- Requests made within 2 days of the scheduled delivery date will not be accepted, and the order may be cancelled without refund, as flower sourcing, preparation, and internal scheduling would have already commenced.
7. Refund Method & Processing Time
All refunds (if applicable) will be processed only via the original payment channel and to an account under the same name as the original payer.
Refund processing time is 7–14 working days upon verification.
Refunds to third-party, alternative, or mismatched-name accounts are strictly not accepted.
8. Suspicious or Abnormal Transactions
One Florist reserves the right to withhold, delay, or decline refunds for transactions deemed suspicious, abnormal, or inconsistent with standard purchasing behaviour, including but not limited to:
- Payments where the payer identity cannot be verified
- Requests for immediate, partial, or redirected refunds
- Attempts to influence refund destination, method, or urgency
9. Non-Refundable Situations
Refunds will not be granted for the following situations:
- Change of mind after order confirmation
- Incorrect delivery address or recipient details provided by the customer
- Requests to reschedule due to customer personal reasons
- Cancellation requests made after order confirmation
10. Final Authority
One Florist reserves the absolute right to make the final decision on all refund requests, payment handling, and order processing matters.
This policy shall be interpreted in accordance with applicable Malaysian laws.
11. Contact & Service Area
📍 Based in Kuala Lumpur
We proudly serve KL & selected nearby areas, delivering thoughtful floral arrangements crafted with heart.
📧 Need help?
Reach us at oneflorist.my@gmail.com
📞 Or message us via WhatsApp
