Refund policy

Cancellations, Returns & Refunds
We are unable to cancel your purchase if your order is already out for delivery or already delivered. All goods delivered are non-returnable. Orders that are made on the same day as the delivery date are strictly non-cancellable.

We strive to deliver our order in conditions that are as close to the relevant descriptions on our product web pages as possible. However, if you are not satisfied with the freshness of the product(s) for your order, please take a photo of the actual product(s) and contact sales@flowersugar.com within 4 hours upon contact by our delivery partners. We offer our customer replacement goods, subject to terms and conditions.

We accept cancellation if 1) the cancellation is requested before 9am at least three days before the original pick up or delivery date, 2) the order IS NOT a bulk purchase order, defined as an order that contains three or more items, 3) the order DOES NOT contain any customised item, and 4) the order DOES NOT contain any cake and/or confectionary item. For avoidance of doubts, orders made for delivery or pick up on the same day as the order date are not cancellable.

Please contact sales@flowersugar.com to cancel your purchase. An administrative fee equivalent to 50% of order value or RM30, whichever is higher, will be imposed for each successful cancellation. All approved refund request will be processed within 4 weeks and the refundable amount will be credited to the source of payment. All orders for cake and confectionary items (including but not limited to cake, macaron and chocolate) are not cancellable.

Non-cancellability of bulk purchase order
Bulk purchase order is defined as an order that contains three or more items. Notwithstanding the cancellation clause above, bulk purchase order is strictly non-cancellable.

Late delivery
We reserve the rights to deliver your order within 2 hours beyond the selected delivery window. If you select "Early Express Delivery" or "Express Delivery" but do not receive the order within the stated timeframe, the difference between the actual delivery fee paid and the fee for Standard Delivery will be refunded to you. If you select "Standard Delivery", we offer full refund of delivery fee in the event the order is delivered 2 hours after the selected delivery timeframe. Please contact sales@flowersugar.com for late delivery refund.

If you do not receive your order during your selected delivery window and 3 hours beyond the delivery window, please contact sales@flowersugar within 24 hours for refund.