CANCELLATION AND REFUND POLICY

Cancellation Prior to Delivery If you wish to cancel your order, you must submit a cancellation request at least 24 hours before the scheduled delivery date by emailing us at [email protected] [cite: 2026-02-26]. Once a valid cancellation request is received, a full refund will be initiated. Please note that we cannot accept cancellations for orders where the floral arrangement has already been prepared or is already out for delivery [cite: 2026-02-26].

Return & Refund Policy (Fresh Flowers) Due to the perishable nature of fresh flowers, GLOBAL MAMA SDN. BHD. (Flore Whisper) operates a Non-Returnable policy [cite: 2026-02-26]. Flowers cannot be returned or exchanged once they have been delivered [cite: 2026-02-26]. However, a refund or replacement may be eligible under the following specific circumstances:

1. Failed Delivery: The order was not delivered to the recipient on the scheduled date.
2. Wrong Delivery: The item received is completely different from what was ordered.
3. Damaged or Wilted Goods: The flowers arrived in a severely damaged or wilted condition.

Quality Claims & Time Limit Fresh flowers are fragile. If there are any issues with the quality of your flowers upon receipt, you must contact us within 2 hours of delivery with clear photographic evidence [cite: 2026-02-26]. Any claims made after this 2-hour window will not be eligible for a refund or replacement as we cannot verify the storage conditions after delivery [cite: 2026-02-26].

Refund Process Once your claim is examined and approved by our team, a refund will be initiated. The method of refund depends on your original payment method:

• Online Bank Transfer (FPX): Refunds will be credited to your bank account within 3–7 working days.
• Credit Card / E-Wallet: Refunds will be sent back to the original payment provider. Please contact your issuing bank regarding the exact duration for the credit to appear on your statement.

Change of Mind Cancellations or refunds due to a "change of mind" after the 24-hour cutoff period will not be accepted. We reserve the right to reject any refund request that is deemed unreasonable or does not meet the criteria above.