TERMS AND CONDITIONS

1. PRODUCT AVAILABILITY & SUBSTITUTION

1.1 Subscriptions

For Subscription flower arrangements, we will choose in-season flowers to include in the arrangements. The sample arrangements on our website are shown to give an idea of the size and style of our arrangements. A different arrangement comprising different flowers will be delivered each time.

1.2 Flower Arrangements

For flower arrangements, we will always aim to deliver the colors or the closest match to the colors ordered. 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 to substitute any product with an alternate product of a similar style.

2. PRICES & PROMOTIONS

2.1 Prices

As the flowers provided by Héi Flora are subject to seasonal and other price rises beyond the control of Héi Flora, prices might be changed at the discretion of Héi Flora. We are not liable for any compensation to you resulting from such changes.

2.2 Promotional Codes

From time to time, we may offer promotional codes or 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. A special offer or promotional code cannot be used in conjunction with any other special offer or promotional code. In the event that a customer has made a purchase and the price of a product falls or is discounted due to a special offer or promotional code, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts or apply promotional codes for purchases that have already been made. As our special offers are often made available due to the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time and without prior notice. We also reserve the right to offer personalized special offers and promotions which will only be redeemable by the customer in receipt of the special offer.

3. PAYMENT

3.1 Currency

All prices shown on the site are in Malaysian ringgit.

3.2 Payment Methods

We accept the following credit cards: VISA and MasterCard. Malaysians can pay with local debit cards or FPX transfers and Grab.

4. DELIVERY 

4.1 Delivery Details

We will endeavor to deliver your order to the recipient’s address you have provided. However, there are times when this is not possible due to problems with the address information provided or due to problems our drivers encounter when attempting to deliver the order. It is therefore very important that you ensure that the recipient’s address you provide is accurate, and that you give us additional instructions to assist our drivers to locate difficult to find addresses.

4.2 Receipt of Deliveries

You are responsible for ensuring that someone is at the specified location to receive the delivery. Flowers sent to business addresses and hospitals may be delivered to a main reception; the signature of any person authorized to accept delivery on behalf of the organization shall be accepted as proof of delivery to your recipient.

For deliveries to private condos and apartments, if no one is there to accept delivery, the items shall be left at the front door of the condo or apartments unit and will be deemed as having been delivered to the recipient. For private condos, if you have instructed us to deliver to the management office, the signature of any person in the management office shall be deemed as proof of delivery to your recipient.

We shall not be responsible for the items, quality or otherwise, from the above points forward.

4.3 Delivery Areas

We currently offer delivery to the areas specified in our delivery schedule. We reserve the right to change the delivery schedule.

4.5 Change of Address

Our standard delivery schedule is between 10:00am and 6:00pm daily. If you have a specific delivery time , that you would like to request for, please contact us at WhatsApp.

4.4 Timing of Deliveries

Generally, we will do our best to accommodate last-minute change of delivery address, subject to an additional charge.

5. 100% SATISFACTION GUARANTEE

5.1 Delivery Failure or Damaged Flowers

Although we do our best to ensure that this does not happen, on very rare occasions, a delivery may fail to arrive at its destination due to an unforeseen delivery issue, or the item(s) may arrive damaged. If the recipient fails to receive any flowers, or receives damaged flowers, please contact us immediately so that we can arrange a re-delivery on the next available delivery date.

Where flowers have been damaged, we require that you send us photographs clearly showing the problem. We need to be informed of any issues within 24 hours of the delivery to give us the best chance of successfully resolving the issue. Do note that as part of our strict quality control measures, all of our items are photographed in-store before being sent out for delivery and immediately before hand-over to the recipient.

While we stand by our 100% Satisfaction Guarantee policy, we do seek our customers assistance and understanding that all fresh flowers and foliage are alive and will deteriorate with time, heat exposure, direct sunlight exposure, humidity, care, and specific environmental factors outside of our control once they are delivered. It is important to note that this guarantee does not confer the right to an automatic 100% refund or exchange, but only to a fair and reasonable resolution.

5.2 Flower Care

It is important that the flowers are cared for correctly. Putting them by heat sources or draughts, direct sunlight exposure, hot and humid environment, or failing to change the water, will quickly cause deterioration. Fresh flowers remind us that life’s precious moments are indeed fleeting and precious, so treat your beautiful floral gift with care to show appreciation and respect for the person who sent it to you and it will give you joy, satisfaction, and fill you with love!

6. FORCE MAJEURE

Neither we, nor any courier service that we use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control; these circumstances include but are to be limited to: adverse weather conditions – such as typhoons, rainstorm warnings, hill-slides, earthquakes, snow, flood, extreme winds, fire, explosion, accident, traffic congestion, obstruction of any private or public roads, riot, terrorism, act of God, or from any industrial dispute or strike. 

7. PRIVACY POLICY

7.1 What Do We Do With Your Information

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

7.2 Consent

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no. If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at heiflorastudio@gamil.com.

7.3 Disclosure

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

7.4 Hostinger

Our store is hosted on Hostinger Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Hostinger’s data storage, databases and the general Hostinger application. They store your data on a secure server behind a firewall.

7.5 Third-party Services

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions. For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers. In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located. Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service. When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

7.6 Security

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

7.7 Age of Consent

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

7.8 Changes to Privacy Policy

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

8. Testimonials

We reserve the right, and you agree to allow us, to use and display customer testimonials, photographs, videos or other medias where our products and brand logo is visible, as part of our on-going marketing efforts.