Terms and Conditions

Effective Date: 01.10.2024

Welcome to Succulent Shop. By using our website and services, you agree to the following terms and conditions. Please read them carefully.

 • Order Acceptance Policy

All orders placed through our website are subject to acceptance by Succulent Shop. We reserve the right to refuse or cancel any order for any reason, including but not limited to the unavailability of products, errors in product descriptions, or pricing. If we cancel an order after you have been charged, we will issue a full refund to your original payment method.

 • Delivery

We offer same-day delivery for orders placed before 5:00 pm (GMT+8). Orders received after this time will be processed for delivery on the following business day or specific date selected during checkout.

    • Delivery time
      We offer 4 delivery time options:
      Morning: 10am-12pm
      Afternoon: 12pm-3pm
      Evening: 3pm-6pm
      Night: 6pm-8pm

      Delivery times are estimates and may vary based on factors such as traffic conditions, weather, and recipient availability. We are not responsible for any delays that occur during the delivery process.

  • Self-Collection
    For your convenience, we offer a self-collection option exclusively at our Gurney Paragon Mall branch. Enjoy the flexibility of picking up your floral arrangements at your leisure.

    L4-03, Gurney Paragon Mall,
    Persiaran Gurney, 10250 Penang.
    Collection is available daily from 10 AM to 9:30 PM.

    • When self-collecting, you or your representative will need to present your order confirmation email, which includes your name, order number, and other relevant details to verify your identity
    • The latest time for self-collection is 9:30 pm on your selected date. If you or your representative are unable to collect, please contact us at +60129530154 or +60125035120 so our Customer Service team can assist you with alternative arrangements.
    • If self-collection is not completed and we do not receive any communication from you via call, WhatsApp, or email by 9:30 pm on your designated collection date, your order will be disposed of for space and hygiene reasons.
  • Change Order Policy
    We strive to ensure your satisfaction with every order. If you need to make changes to your order, please review our policy below:
    • Requesting Changes: To request changes to your order (including recipient details, delivery date/time, or floral arrangement), please contact us as soon as possible. You can reach us via phone, social media, email, or our website’s contact form.
    • Timeframe for Changes: Changes can be made up to 24 hours before the scheduled delivery or self-collection time. After this period, we may not be able to accommodate your request.
    • Limitations: Please note that certain changes may not be possible depending on the nature of the order or product availability. We will inform you if your requested changes cannot be made.
    • Confirmation of Changes: Once your changes have been processed, we will send you a confirmation via phone, social media or email detailing the updated order information.
    • Cancellation: If you wish to cancel your order instead of making changes, please refer to our Cancellation Policy for further instructions.
  • Cancellation Policy
    We understand that plans can change. If you need to cancel your order, please review our cancellation policy below:
    • Cancellation Requests: To cancel your order, please contact us as soon as possible via phone, email, or our website’s contact form.
    • Timeframe for Cancellations: You may cancel your order for a full refund up to 48 hours before the scheduled delivery or self-collection time. Cancellations made after this timeframe may not be eligible for a refund.
    • Refund Process: If your cancellation is approved, we will process your refund to the original payment method within 3-5 business days. Please allow additional time for your bank or payment provider to reflect the transaction.
    • Non-Refundable Items: Please note that any items that have been customized or specially ordered may be non-refundable once production has begun.
    • Confirmation of Cancellation: You will receive a confirmation email once your cancellation has been processed.
  • Payments Policy
    • Payment Methods: We accept a variety of payment methods, including credit/debit cards (Visa, MasterCard, American Express), Stripe, Online banking and other secure online payment options.
    • Payment Timing: Full payment is required at the time of order placement to confirm your order. Your order will not be processed until payment is received.
    • Security: We take your payment security seriously. All transactions are processed using secure encryption technology to protect your personal and financial information.
    • Currency: All prices are listed in RM (Malaysia Ringgit) and will be charged in that currency at the time of checkout.
    • Payment Issues: If you experience any issues during the payment process, please contact our customer service team for assistance.
    • Order Confirmation: Once your payment is successfully processed, you will receive an order confirmation email detailing your order information and payment receipt.
  • Abuse & Fraud Policy

We are committed to maintaining a safe and secure shopping environment for all our customers. We take abuse and fraudulent activity very seriously. Please review our policy below:

    • Zero Tolerance Policy: We have a zero-tolerance policy towards abuse and fraud in any form. Any attempts to manipulate our system, including unauthorized use of credit cards, false identities, or other deceptive practices, will result in immediate action.
    • Reporting Suspicious Activity: If you suspect any fraudulent activity related to your account or our services, please contact us immediately. We encourage our customers to report any suspicious behavior so we can investigate and take appropriate action.
    • Account Security: It is your responsibility to keep your account information secure. Please use strong passwords and change them regularly. If you believe your account has been compromised, please notify us right away.
    • Investigation: We reserve the right to investigate any suspected fraud or abuse. This may include reviewing transaction history, customer communications, and any other relevant information.
    • Consequences: If we determine that fraudulent activity has occurred, we may take actions such as:
      • Canceling your order
      • Refunding any payments made
      • Reporting the incident to law enforcement authorities
      • Banning the offending individual or entity from future transactions
  • Collaboration with Authorities: We cooperate fully with law enforcement and regulatory agencies in the investigation of fraud and abuse. Any necessary information will be shared as part of these investigations.
  • Freshness
    We are dedicated to providing you with high-quality floral arrangements. Our flowers are sourced from reputable suppliers to ensure freshness and beauty. While we strive to deliver blooms that are in excellent condition, please note that we cannot guarantee the longevity of individual flowers, as they are subject to their natural life cycles.
  • Return Policy
    All sales are final. Due to the perishable nature of our products, we do not accept returns on any floral arrangements or items. We encourage you to review your order carefully before completing your purchase. If you have any concerns regarding your order, please contact our customer service team within 24 hours of delivery.
  • Replacement Policy
    In the event that a specific flower is not available due to seasonal limitations, we reserve the right to substitute it with a similar bloom of equal or greater value. We will do our best to match the original design and color palette, ensuring that your arrangement remains beautiful and fresh.
  • Circumstances Beyond Our Control
    While we strive to fulfill every order as promised, certain circumstances may arise that are beyond our control:
    • Adverse Weather Conditions
      Extreme weather conditions (such as storms, snow, or floods) may impact our delivery schedule. We will do our best to notify you of any delays caused by such conditions.
    • Force Majeure
      In the event of circumstances such as natural disasters, acts of terrorism, or other unforeseen events that impede our ability to deliver, we will not be held liable for any delays or cancellations. We will communicate any significant impacts on your order as soon as possible.