Refund Policy

Overview

At Moments Floral, we take great pride in curating high-quality soap flower bouquets and preserved floral arrangements. We want you to be fully satisfied with your purchase. If you are not completely happy with your order, we’re here to help.

Returns & Exchanges

As our products are handcrafted and made-to-order, we generally do not accept returns or exchanges. However, we will accommodate returns in the following situations:

  1. Defective or Damaged Items – If your order arrives damaged or defective due to transit, please contact us within 48 hours of receiving your package.

  2. Incorrect Item Received – If we have sent you the wrong product, let us know within 48 hours for a replacement or refund.

To be eligible for a return:

  • The item must be unused and in its original condition.
  • You must provide clear photos of the issue, including packaging and product.
  • Returns must be initiated within 2 days of receiving your order.

Non-Returnable Items

  • Personalized or customized floral arrangements.
  • Sale or clearance items.
  • Products that have been used, altered, or damaged after delivery.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, refunds will be processed to your original payment method within 7-14 business days.
  • Shipping fees are non-refundable unless the return is due to our error.

Cancellations

  • Orders can only be canceled within 2 hours of purchase. After this window, we may have already begun processing your order and cannot guarantee cancellation.

How to Request a Return or Refund

To initiate a return or refund request, please contact us at cs@momentsfloral.com with your order number and issue details.

Late or Missing Refunds

If you haven’t received a refund yet, please check with your bank or payment provider. If the issue persists, contact us for further assistance.

Contact Information

Moments Floral
📍 Lobby 2, Centum @ Oasis Corporate Park, Jalan PJU 1a/2, Ara Damansara, 47301 Petaling Jaya, Selangor.

📞 +60 111-2482879 (Whatsapp Only)

✉️ cs@momentsfloral.com