Return policy

OVERVIEW
At Pudu Ria Florist Trading (Northern) Sdn Bhd (Company Registration No. 201801033818), we take immense pride in the quality, freshness, and structural health of our wholesale and retail floral products. Because flowers, foliage, and plants are live, highly perishable organic goods, our return and refund frameworks operate under strict industry guidelines.

Returns are accepted strictly on a quality basis. By completing a purchase on our website (https://prn.prflorist.com.my), you explicitly agree to the terms and conditions outlined below.

 

SECTION 1 - PERISHABLE & ONLINE GOODS POLICIES (FRESH FLOWERS, FOLIAGE & LIVE PLANTS)

1. No Cash Refunds
Due to the highly perishable nature of live botanicals, fresh-cut flowers, and seasonal foliage, we do not offer cash refunds under any circumstances once an order has been successfully compiled, dispatched, or delivered.

2. Damaged Items & Quality-Based Return Process
We implement rigorous quality checks before any cargo leaves our distribution hub. However, if your perishable goods or online orders arrive severely damaged, wilted, or structurally compromised, you may initiate a formal return request through your digital dashboard.

• How to Submit a Return Request:
  1. Log into your user account and navigate to the Orders section.
  2. Select the specific order and click Return Request to launch the submission form.
  3. Evidentiary Requirements: You are strictly required to upload clear, well-lit digital photographic and/or video evidence showing the structural defect or damage alongside your request.
  
• The Return Window: Your Return Request must be submitted via the portal within twenty-four (24) hours from the exact time the order is documented as fulfilled/delivered. Any claims made outside this 24-hour window will be considered strictly invalid, as organic degradation accelerates rapidly depending on post-delivery handling and environments.
  
• Review & Processing: Our quality care team will review your submitted digital evidence and respond promptly. Once officially approved, we will process your return authorization within one (1) to three (3) business days.
  

3. Returning the Physical Item
If your return request is approved by our team, the following logistics rules apply:

• You may be required to physically return the compromised item(s) to our Penang regional outlet at: 222, Jalan Macalister, 10400 George Town, Pulau Pinang.
  
• In some individual cases, physically returning the degraded organic items to our store may not be necessary. Our team will advise you explicitly on whether to dispose of or return the items based on the specific situation.
  

4. Refund Method & Cashback Reversals

• Store Credit Only: All approved returns will be refunded exclusively via online store credit issued directly to your registered portal account.
  
• No Direct Exchanges: We do not provide direct product-for-product exchanges. Once your store credit is successfully issued, you may use it at your convenience to place a brand-new order on our website.
  
• Reward Reversals: If a return request is approved and store credit is issued, any promotional cashback, loyalty points, or rewards earned from that original purchase will be automatically reversed and deducted from your account profile.
  

 

SECTION 2 - STYLE, PREFERENCE & CARE WAIVERS

1. Personal Preferences Waiver
Returns are accepted strictly on a quality basis. We are unable to accommodate requests for returns, store credits, or adjustments based on personal preferences, such as subjective styling choices, color shade variations, or minor design differences. Style or preference dissatisfaction is not a valid reason for return or replacement.

2. Third-Party Gifting Responsibility
When sending flowers to a third-party recipient, please ensure that the selected design aligns with their specific taste and preferences.

3. Recipient Care Obligations
Upon receipt, the recipient is solely responsible for proper flower care, including immediate watering, stem trimming, and appropriate placement away from direct heat. Pudu Ria Florist Trading disclaims all liability for rapid degradation caused by neglect, improper environment, or improper care.

 

SECTION 3 - SEASONAL AND STOCK VARIATIONS

Due to seasonal weather shifts and global product availability, flower varieties and colors may vary slightly from the advertised image. In such cases, we reserve the right to substitute with similar flowers of equal or greater value, maintaining the overall look, feel, and aesthetic value of the arrangement.

 

SECTION 4 - NON-PERISHABLE GOODS POLICIES (FLORIST SUPPLIES & HARDWARE)

For non-perishable hardware items—including dried or preserved flowers, wrapping materials, florist tools, baskets, boxes, sprays, vases, and pots—the following parameters apply:

1. Eligibility for Returns
Non-perishable items are eligible for a return request within seven (7) days from the date of receipt, provided they meet the following conditions:

• The item must be completely unused, unaltered, and in the exact same condition that you received it.
  
• The item must remain in its original, undamaged retail packaging.
  
• A valid proof of purchase (tax invoice or digital order confirmation) must be provided.
  

2. Return Logistics & Costs

• Customer Liability: Unless the return is a direct result of our processing error (e.g., incorrect item or verified manufacturing defect shipped out), all logistics costs, courier fees, and handling duties associated with shipping non-perishable goods back to our Penang headquarters are to be borne entirely by the customer.
  

 

SECTION 5 - ORDER CANCELLATIONS & AMENDMENTS

1. Standard Retail & Wholesale Orders
Requests for cancellations or order modifications must be submitted to our customer care desk at least forty-eight (48) hours prior to the scheduled delivery window. Approved cancellations will be refunded strictly via online store credit. We cannot accommodate cancellation requests within 48 hours of fulfillment.

2. Subscription Cancellations
Requests to pause, skip, or modify ongoing subscription frequencies must be processed inside your user Account Portal at least three (3) business days prior to the next scheduled automated billing cycle. Subscriptions tied to fixed commitment plans require a mandatory minimum of twelve (12) completed deliveries. Early cancellations are strictly prohibited before the full 12-delivery cycle is met.

3. Workshop & Masterclass Bookings
Because fresh flower imports and studio configurations are locked in for each student well in advance, all workshop ticket bookings are strictly non-refundable.

 

SECTION 6 - IN-STORE PURCHASES (WALK-IN)

• All Sales Final: All physical in-store purchases made at our Penang outlet are strictly final.
  
• No returns, cash refunds, store credits, or exchanges are allowed under any circumstances once items leave our premises.
  
• Customers are requested to inspect all fresh flowers, plants, and hardware items carefully for structural integrity and freshness before completing their purchase at the cash register.
  

 

SECTION 7 - CONTACT INFORMATION

For immediate assistance with a quality-based return, order adjustment, or freshness claim, please contact our support team:

• Company Name: Pudu Ria Florist Trading (Northern) Sdn Bhd
  
• Official Website: https://prn.prflorist.com.my
  
• Headquarters Address: 222, Jln Macalister, George Town, 10400 George Town, Pulau Pinang
  
• Customer Support WhatsApp: +6012-561 7706
  
• Official Corporate Email: hello.prn@prflorist.com.my