Return & Refund Policy

Please understand that due to the perishable nature of flowers, real and fresh flowers will never be 100% perfect. There will always be flaws and imperfections within and they are inevitable as flowers are cut and removed from their roots. Thus, we are unable to accept returns and refunds without valid reasons.

It is also important to note that all product photos/videos shown (on the website and social media pages) are used as a reference or a general guide to the overall vibe and colour palette; the actual colours and design of the product may appear different from the other. This is because each product is hand-arranged by our Team. Any product that is handmade will never be exactly the same as displayed on the website or social media pages. But, of course, our Team will do our utmost best to recreate any floral arrangement as close to the pictures as possible.

Speaking of which, the photos/videos you see on our website and social media pages are mostly past floral arrangements - unless stated otherwise. Such photos/videos were taken with photographic lighting and have undergone photo editing before publishing to ensure that each photo/video is clearly visible and at its best quality. However, despite our efforts to provide accurate images of each product's colours and design, the actual colours and design may vary due to the different devices used to view the displayed products. Every digital device and screen have different colour calibration.

Refunds or replacement flowers are only accepted, if and only if, the flowers are not delivered to an acceptable quality. Do note that it is the sole responsibility of the recipient to care for the flowers once it has been delivered.

To be eligible for returns and refunds, you need to state your case within 2 - 3 hours upon delivery of your flowers – subjected to a mandatory review and investigation process by our Team. In your report, kindly provide us with your order number, pictures of the defective product (from different angles), and reasons why are you requesting a return or refund. You may issue your report via email (lunafloral.my@gmail.com) or WhatsApp (+60149134145).

The following are exceptions to our Return & Refund Policy:

  • Discounted or sale items
  • Bundles
  • Gift sets 
  • Products with missing cards
  • Returns are accepted on a quality basis only –  issues of “not liking” the arrangement are not eligible for a return

CIRCUMSTANCES BEYOND OUR CONTROL

1. Adverse Weather Conditions

During adverse weather conditions (including but not limited to heavy rain or flooding), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.

2. Force Majeure

Luna Floral Atelier shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond Luna Floral Atelier's reasonable control.