Welcome to Rhubarb & Roses! By accessing or using our website, you agree to be bound by the following terms and conditions. Please read them carefully.

1. General
   These Terms and Conditions apply to all visitors, users, and others who access or use our website. By accessing or using any part of our site, you agree to be bound by these Terms and Conditions. If you disagree with any part of the terms, you may not access the website.

2. Intellectual Property
   All content, including text, graphics, logos, images, and software on this website, is the property of Rhubarb & Roses or its content suppliers and is protected by intellectual property laws. You may not use, reproduce, or distribute any content from this website without our express written permission.

3. Use of Website
   You agree to use our website only for lawful purposes. You may not use our site in any way that could damage, disable, overburden, or impair it or interfere with any other party’s use and enjoyment of the site.

4. Inaccuracy of Information and Customization

   We strive to ensure that the information on our website is accurate and up to date. However, we do not warrant that product descriptions, prices, or other content available on the site are complete, accurate, reliable, current, or error-free. We reserve the right to correct any errors or inaccuracies and to change or edit information without prior notice to customers.

   There may also be human errors in customization requests (e.g., wording for balloons or message cards), which can lead to typographical errors, inaccuracies, or omissions. While we make every effort to fulfill all customization requests in good faith, our liability may vary depending on the severity of the issue.

   If customers are not satisfied with their purchased products, please refer to Section 13 – Cancellation and Refund Policy for further information.

5. Limitation of Liability
   In no event shall Rhubarb & Roses, its directors, employees, or agents be liable for any indirect, incidental, special, or consequential damages arising from your use of the website or any content or services provided by the website.

6. Changes to Terms and Conditions
   We reserve the right to modify or replace these Terms and Conditions at any time. Your continued use of the website after any changes constitutes your acceptance of the new Terms and Conditions.

7. Governing Law
   These Terms and Conditions are governed by and construed in accordance with the laws of Malaysia and you irrevocably submit to the exclusive jurisdiction of the courts in that location.

8. Order Acceptance Policy
   

   Orders will only be processed once full payment has cleared in our bank account.

   All orders and requests are subject to acceptance by Rhubarb & Roses. We reserve the right, at our discretion, to hold your order if we suspect abuse or fraud until further investigation is conducted, or to reject any order in whole or in part, at any time without providing a reason. 

   In the event of an order rejection, we will issue a full refund or cancel any payments received through the original payment method used for the order.

9. Payment
   All prices are listed in Malaysia Ringgit (MYR). Payment must be made at the time of order. We accept various payment methods, which will be detailed at checkout.
10. Delivery
    We strive to process and deliver orders promptly. Estimated delivery times will be provided; however, we are not responsible for delays caused by external factors. For more details, please refer to our “Delivery Information” section.
11. Flower Availability and Substitutions

    We reserve the right to substitute flower varieties and colors in our products displayed on our website, subject to availability. All photos posted on our website and social media platforms (Facebook, Instagram) are for reference only. These images are taken with professional cameras and processed using photo editing software. Consequently, actual product arrangements, bloom sizes, bouquet sizes, wrapping styles, colors, and shades may vary from those shown.

    On another note, each flower stem grows naturally, and all products are created manually with love, passion, and emotion rather than by machine. As a result, each finished product may vary slightly, even when crafted by the same artisan. Therefore, you cannot expect the product to be 100% identical to the photos shown on our website. The photos are for reference and guidance only.

    We will always endeavor to match the displayed product, but if a particular flower is unavailable, we will substitute it with an equally attractive flower of equal or greater value without prior notice. This policy also applies to greenery, glassware, vases, paper boxes, fresh fruits, stands, wrapping papers, chocolates, balloons, stickers, ribbons, and any other materials used in our product arrangements.

12. Third-Party Products
    

    Our terms and conditions do not apply to the sale of third-party products on our website. Sales of third-party products are subject to the terms and conditions set forth by the respective third party (if applicable). We encourage customers to read these terms before placing an order.

    By ordering third-party products through our website, customers acknowledge and accept that we have no responsibility for, and shall not be held liable for, any compensation related to the sale of these products. This includes any issues arising from the transaction between the customer and the third party.

13. Cancellation and Refund Policy
    

    All paid orders are final and cannot be cancelled or transferred. Once any part or full payment has been made, no refunds will be issued. 

    Postponed requests will only be accepted if made at least 48 hours before the intended delivery date for normal orders, or at least 7 working days in advance for event arrangements.

    If an order has been attempted, a 50% handling and processing fee will apply. However, we may consider requests on a case-by-case basis and issue a voucher code in lieu of a refund. This voucher will be valid for 6 months, with the expiration date clearly indicated.

    Due to the delicate and perishable nature of flowers, we do not accept returns. All our flower arrangements undergo quality checks before being handed over to logistics for delivery.

    If you have concerns about the quality of the flowers after delivery, please contact us immediately to discuss the issue. We are generally happy to replace arrangements on our next available delivery date if the product arrives in very poor condition (e.g., if more than 50% of the flowers are wilted or dead) due to mishandling during transportation.

    All claims must be made within 12 hours of delivery, accompanied by photographic evidence of the damaged flowers, submitted via email or WhatsApp. No refunds, claims, or replacements will be considered after this timeframe or without proof of damage. Additionally, we do not accept refunds or claims due to improper care of plants or flowers by the recipient.

14. Offers and promotion codes

    From time to time, we may offer products at discounted prices at our discretion. These offers are valid from their introduction until the specified end date and cannot be applied to purchases made before the offer introduction date or after the end date.

    If a customer makes a purchase and the price of the product subsequently decreases due to a special offer, the original purchase price will prevail. We are unable to apply special offer discounts to past purchases.
    

    Our special offers are subject to availability, and we reserve the right to change the terms or withdraw offers at any time without prior notice.

    We also reserve the right to provide personalized special offers and promotions at our discretion, which can only be redeemed by the specific customer receiving the offer.

    Unless explicitly stated, free or discounted introductory offers are available only to new users of Rhubarb & Roses and may be claimed only once per individual.

    Discounts and credits cannot be combined with other offers.

    Unless otherwise indicated, only one promotion code may be used per order.

     

15. Circumstances beyond our control

    Adverse weather conditions

    During adverse weather conditions (including heavy rain, storms, typhoons, and floods), our delivery partners may be unable to deliver orders on time. This situation is beyond our control, and we cannot accept responsibility for late deliveries. Therefore, in the event of adverse weather conditions, we are unable to provide refunds or re-delivery for affected orders.

    Force Majeure

    Rhubarb & Roses shall not be liable for delays in performing or for failure to perform its obligations if such delays or failures result from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riots, civil disturbances, or acts of terrorism, (iii) actions by any government or authority (including refusal or revocation of any license or consent), (iv) fire, explosion, flood, fog, or adverse weather, (v) power failures, telecommunications line failures, or breakdowns of plants, machinery, or vehicles, (vi) defaults by suppliers, subcontractors, or delivery partners, (vii) theft, malicious damage, strikes, lock-outs, or any form of industrial action, and (viii) any cause or circumstance beyond Rhubarb & Roses’s reasonable control.