Our flowers are prepared for each order. If your plans change, please contact Concierge as soon as possible so we can explain the options available at that stage.
This policy applies to catalogue orders placed through our website or Concierge, and to bespoke, event, corporate and other individually quoted orders, unless your quotation or order agreement expressly states otherwise. Please read it alongside our Delivery Policy.
Your rights and our cancellation rules
The cancellation charges and restrictions below apply when you choose to cancel an order. They do not remove rights that cannot be excluded under applicable law. A damaged or incorrect order, or a failure by Ling Flowery to fulfil an order, is handled separately from cancellation by choice.
Cancelling an order
Cancellation options depend on whether design work, material allocation or arranging has begun.
| Order stage | Cancellation options |
|---|---|
| No design or other order-specific work has begun, and no materials have been allocated | An eligible payment refund carries a 10% cancellation charge. Alternatively, you may convert the full amount paid, including delivery fees and window surcharges, into a gift card without a conversion charge. |
| Design work has begun, but materials have not been allocated | A partial refund may be available. We first deduct the charge for design work completed, then apply the 10% cancellation charge to the remaining payment. We will provide a clear breakdown. |
| Materials have been allocated, but the arrangement has not been made | No refund for cancellation by choice. We can instead deliver the ordered flowers, vase or basket as described below. |
| Arranging has begun, the arrangement is finished, or the order has been dispatched | No refund for cancellation by choice. If the order proceeds, we will provide the agreed arrangement and delivery service. If delivery cannot be completed because of recipient or address issues, appointment collection or paid redelivery may be arranged. |
The 10% cancellation charge is calculated on the amount paid, including delivery fees and surcharges, after deducting any chargeable work. Design fees are assessed according to the progress of the design work and are not fixed in advance. The amount and refund breakdown are provided when the cancellation is reviewed.
The materials-only alternative is available after allocation and before arranging begins. It includes only the ordered flowers, vase or basket. It excludes tools and other items such as floral foam, water, flower stands and wrapping paper. If delivery has not already been attempted, the delivery fee already paid may be used for this delivery.
Product changes cannot be made once preparation has begun. Delivery-date, address, recipient and card-message changes follow the rules in our Delivery Policy.
Deposits and balances
Orders with a final grand total above RM10,000 require a 50% deposit to confirm the order, unless the quotation states otherwise. The grand total is calculated after discounts and includes delivery fees and surcharges. Preparation starts when that deposit is received and verified. The balance must be received before dispatch. Orders with a final grand total of RM10,000 or less require full payment before preparation, unless the quotation states otherwise.
The cancellation stages above also apply to these orders unless different terms are expressly stated in the quotation. Late payment can delay dispatch and delivery.
Natural variation and substitutions
Each arrangement is individually made. Fresh flowers naturally vary in shade, bloom stage, shape and appearance, and paper wrapping may sit differently with handling, gravity and wind. No floral product can exactly match a photograph.
The agreed product form and material—such as a fresh-flower bouquet, artificial arrangement, stand, box or basket—will match the order. Specific flowers, colours, quantities or containers stated in your order remain part of the agreed description, subject to any change you approve. Seasonal availability may require a proposed substitution.
We will obtain your approval before substituting a flower, colour, vase, basket or other specified item. If we cannot supply the specified flowers and you decline a proposed substitution, or we cannot reach you to obtain approval, we will cancel the order and refund the full amount paid, including delivery fees and surcharges, without deductions. We will not treat silence as approval for a substitution.
Natural variation does not excuse a damaged arrangement or an unapproved change to the agreed order.
Damaged, incorrect or unsatisfactory orders
Please contact Concierge within 30 minutes of arrival if there is a problem. Either the sender or recipient may make the report. Provide a photograph of the whole arrangement and retain the flowers so that we can investigate. We may arrange collection at no charge where needed.
If a problem is discovered later, or delivery takes place outside operating hours, you may still contact Concierge for urgent handling. The same evidence and possible collection requirements apply. The 30-minute reporting request does not remove applicable statutory rights.
After investigating a valid quality or order-error complaint, we offer a redo with delivery covered by Ling Flowery. Depending on the issue, a full refund may be appropriate for a broken or fully damaged arrangement, while a minor defect may qualify for a partial refund or credit compensation.
These options do not limit any remedy you are entitled to under applicable law. Where a money refund is required, credit or a gift card will not be imposed in its place. The 10% voluntary-cancellation charge does not apply to refunds for valid quality or order-error complaints.
Non-delivery and late delivery
If Ling Flowery causes an issue that prevents fulfilment of your order, we will refund the full amount paid, including delivery fees and window surcharges, without the 10% cancellation charge. This includes an order we cannot fulfil or one lost in transit.
Late arrival alone does not automatically qualify for a full order refund under our standard timing policy. An additional remedy expressly agreed when ordering will apply according to that agreement, without limiting applicable statutory rights.
For a paid early or late delivery window, you may request a refund of the window surcharge if delivery is late. Requests are subject to investigation and exclude delays caused by last-minute customer changes, an incorrect address or recipient unavailability. Early arrival does not qualify under this surcharge refund arrangement. No 10% cancellation charge is deducted from an approved surcharge refund.
Delivery zone fees and time-window surcharges are subject to change without further notice. Your order uses the fees confirmed when it is placed. Any refund of those charges is based on the amount actually paid. The last-updated date appears at the end of this policy.
If delayed payment verification makes the selected window unachievable, we can agree a later window or cancel with a refund, as described in our Delivery Policy.
Failed deliveries and collection
Where delivery fails because of an incorrect address, unavailable recipient, refusal or venue restriction, we will follow the contact and return procedure in our Delivery Policy. Paid redelivery requires the sender's approval of the charges. Alternatively, collection may be arranged by appointment, subject to availability.
Returning an order after such a failed delivery does not itself create a right to a voluntary-cancellation refund once materials have been allocated or preparation has begun.
Fresh flowers returned during operating hours are normally held until the end of the same working day. For returns outside operating hours or on Monday, collection can be scheduled on the next working day, subject to an appointment and a signed freshness acknowledgement. Longer holding requires your written acknowledgement of the possible effect on freshness and an agreed later collection time. Artificial arrangements may be held for up to 30 calendar days from the return date, including working and non-working days. Please see the Delivery Policy for collection hours and return arrangements.
If we receive no response for 24 hours when arranging the return or collection of fresh flowers, the flowers will be disposed of without further notice. This no-response rule does not replace a later collection time already agreed with you. For an uncollected artificial arrangement, we will contact you on the 30-day due date before disposal; if we cannot reach you, it will be disposed of without further notice. These arrangements do not limit applicable rights relating to a defective order or a failure by Ling Flowery.
How refunds are returned
Approved refunds are issued through the original payment method only. Refunded gift-card payments are restored to the gift card.
We issue an approved refund within three working days after approval, counted using our Tuesday–Sunday operating schedule, 10:30am–6pm. The time it takes to appear in your account depends on your payment provider. This is our refund-issuance period, not a guaranteed bank-crediting time.
The optional full-value gift-card conversion described above is a separate choice for an eligible cancellation before work or material allocation. It is not a substitute imposed on a customer entitled to a money refund.
Contact Concierge
- Telephone: +60 11-5433 2319
- Email: concierge@lingflowery.com
- Operating hours: Tuesday–Sunday, 10:30am–6pm
Please include your order reference and the reason for your request. For quality concerns, include the photograph of the whole arrangement and retain the flowers.
Changes to this policy
Ling Flowery reserves the right to amend any or all terms of this policy at any time without prior notice. Revised terms apply to orders placed after the updated policy is published. Existing orders remain governed by the terms confirmed when they were placed, unless a change is agreed with the customer. Nothing in this clause limits rights that cannot be excluded under applicable law.
The date below shows when this policy was last updated.