Terms & Conditions

By continuing to browse and use this website, you are agreeing to the following terms and conditions:

Order Acceptance Policy

All orders and subscription requests received are subject to acceptance by New Flower Market Sdn. Bhd., and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.

Delivery of Your Order

Within Klang Valley, we provide same day deliveries for orders confirmed before 5.00 PM.

Changes to Your Order

If you wish to change your order, please contact us via phone at 010-204 4866 Monday-Sunday (9:00AM to 6:00PM). We always do our best to make last-minute changes for you, but we can only guarantee changes (including delivery address and in relation to card messages) that are requested by 10:00AM one (1) day before the intended delivery day. For same-day orders, we will try our best to make the changes but we cannot really promise on that.

Cancellation Policy

Advance orders can be cancelled by 12PM one (1) day before the intended delivery day and a full refund will be issued. All refund will be in ONE (1) single discount voucher with 12 months validity from the issuance date.
Same-day and on-demand orders are processed immediately, and cannot be cancelled. We will try to accommodate your requests (reschedule / etc.) as best as we can.
You can cancel by contacting 010-204 4866 (Mon-Sun, 9:00 AM – 6:00 PM).

Product and Substitution Policy

All products and flowers are subject to availability. In the event of any supply difficulties or if the flowers we have received from our growers that are needed to make up your order do not meet our high quality standards, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality, without notice. The substitution may includes flower types, flower colors, wrapping paper, ribbon, baskets, vases, fruits and any other material used in our flower arrangements.
The order that we are unable to supply the product or any substitute product to you at all, we shall notify you as soon as is reasonably possible and shall reimburse your payment in full.
Please note that the size of the bouquet, shades, color and stages of bloom might vary from the pictures shown. Flowers are perishable items and they are not guaranteed to be completely flawless, we appreciate the understanding from all the customers in advance.

Payments

We accept Visa and MasterCard credit cards. In order to offer the best security, all our payments are processed securely by Billplz.
If you create an account, your shipping details will be stored securely so that you can check out easily on future visits without re-entering your card details.
We never store or have access to your credit or debit card details.

Prices

All prices exclude delivery charges unless stated otherwise.

Self-Collect Policy

The self-collect option is available for all products from Mondays to Sundays except for public holidays, unless stated otherwise in all states that we operate in.
Please self-collect from our store on your selected date on our operating hours from 9:00 AM – 9:00 PM either in-person or via a representative (relative, friend, Grab Delivery and etc)
When self-collecting, you or your representative will be asked to show your order confirmation email which will contain your name, order number and other relevant details to prove your identity.
The latest time to do your self-collection will be 9 PM on your selected date. If you or your representative is not able to make it, do contact us at newflowermarket@outlook.com or call us at 010-204 4866, so our Customer Service can assist with alternative arrangements.
If self-collection is not done and we have not received any request via call/WhatsApp/email from you by 9 PM on your self-collection date, your order will be disposed of for space and hygiene purposes.

Delivery Policy

Our current on demand flower deliveries are from Mondays to Sundays except for public holidays, unless stated otherwise.
Specific time deliveries are not available at the moment, this is to maintain fairness to all of our customers, and in order to maintain the efficiency in our operations.
Although our team always try our best to ensure punctual delivery for our customers, New Flower Market cannot be held responsible if a delivery is late due to unavailability of the delivery service that we use or anything else outside of New Flower Market’s control.
In the event of a non-delivery, please contact us at newflowermarket@outlook.com or call us at 010-204 4866. It is the customer’s responsibility to contact us within 1 days of the scheduled delivery date in order to claim a refund. Failure to do so will result in the lapse of any rights to a refund.
New Flower Market only delivers within Kuala Lumpur and Selangor at this moment. We can deliver to any address within the stated region, but do not deliver to PO boxes.
We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.
If you would like to change the delivery address, you must contact us at newflowermarket@outlook.com or call us at 010-204 4866 with the details and receive our change confirmation. Please ensure this is done by 10 AM one (1) day before the intended delivery day. We are unable to provide refunds for any deliveries sent to the wrong location where we have not received advance notice in accordance with this paragraph.
The customer is responsible to ensure that your recipient is present at the address at the time of delivery. No refund will be issued if the flowers have been duly delivered to the address as prescribed by the customer. In the event a delivery is re-scheduled or re-routed upon the request of your recipient or you, a re-delivery fee will apply depending on your recipient’s location.
We reserve the right, at our absolute discretion, to cancel your order if it becomes apparent to us that the courier service in your area is too unreliable. We value our customers and our ability to deliver, so where we can’t, we won’t risk disappointing you.

Our Promise, Returns and Refunds

Delighting customers is our ultimate aim. We always strive to deliver fresh flowers at its best condition and on time.

Freshness

We promise to send you the freshest of flowers and this would mean that they will occasionally come in bud form which will last longer (For example: Lily in bud form). If you receive flowers that do not seem fresh, please contact our customer care at newflowermarket@outlook.com or call us at 010-204 4866 to inform us immediately. If, at our discretion, the flowers do not meet our high freshness standards, we will give you the choice of a replacement at our next available delivery date or a refund. In your email, please include a photo of the un-fresh flowers within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, please note that banks generally take up to 10 business days to process and transfer the funds into your account. Some banks can take up to 15-30 days, or until your next billing cycle. New Flower Market has no influence over these timescales.

Damage

Our flowers are wrapped or arranged carefully to ensure they arrive as beautiful and as fresh as when they left us. However, on a small number of occasions (and for reasons beyond our control) they may get damaged during transit. Should this occur to a level that you deem unacceptable, please contact our customer care at newflowermarket@outlook.com or call us at 010-204 4866 to inform us immediately with images to support your claim so that we can arrange a replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged flowers within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, please note that banks generally take up to 10 business days to process and transfer the funds into your account. Some banks can take up to 15-30 days, or until your next billing cycle. New Flower Market has no influence over these timescales.

Non Delivery

We do everything we can to ensure our flowers are delivered. If for any reason we made a mistake and deliveries don’t turn up, (i.e. if your flowers have not arrived on their intended delivery date), please contact our customer care at newflowermarket@outlook.com or call us at 010-204 4866 to inform us. We will send you a replacement on our next available delivery date, or a refund. If we offer you a refund, please note that banks generally take up to 10 business days to process and transfer the funds into your account. Some banks can take up to 15-30 days, or until your next billing cycle. New Flower Market has no influence over these timescales.

Returns and Refund Policy

To be eligible for returns and refunds, you should report your case within 24 hours upon delivery of your flowers and is subjected to a mandatory review and investigation process by our Customer Support team. The flowers should also remain the same way as delivered. When filing your report, kindly provide us with your order number, several pictures of the defective product, and reasons on why are you requesting for a return or refund. In all other cases, it is the responsibility of the recipient to care for the flowers once it has been delivered.

Liability

In no case shall New Flower Market, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility.

Offers and Promotion Codes

At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.
In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.
As our special offers are contingent on availability, we may change the terms of special offers, or withdraw them altogether, at any time, and without prior notice.
We also reserve the right, at our absolute discretion, to offer different personalized special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.
Unless explicitly otherwise stated, free or discounted introductory offers are only available to new users of the New Flower Market service, and are only available once to any one person.
Discounts and credits cannot be used in conjunction with any other offers.
Unless otherwise stated, we only allow one promotion code to be used per order.

Circumstances Beyond Our Control

Adverse Weather Conditions

During adverse weather conditions (including heavy rain and flood), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren’t able to refund or offer re-delivery of affected orders.

Force Majeure

New Flower Market shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond New Flower Market’ reasonable control.

Customer and Recipient Personal Information

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.
Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.
During the checkout process, we ask for the following personal information:

Customer’s email address

We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer’s email for marketing communications from time to time. Please ensure that email addresses are accurate.

Customer’s full name and address

We use this information for credit and debit card validation.

Customer’s telephone number

We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.

Recipient’s full name and address

We require this information in order to deliver the flowers you have ordered. It is vital that the recipient’s address is accurate.

Governing Law

These Terms and Conditions and a Contract (and all non-Contractual obligations arising out of or connected to them) shall be governed and construed in accordance with Malaysian Law. Both we and you hereby submit to the non-exclusive jurisdiction of the Malaysian Courts. All dealings, correspondence and contacts between us shall be made or conducted in the English language.