At ATOZ Floral & Decor (M) Sdn Bhd, we strive to ensure products meet our quality standards.
1. No Cancellation/Refund Policy
We do NOT offer REFUND & CANCELLATION is strictly NOT permitted once an order is confirmed. Exchanges shall only be permitted under exceptional circumstances and at the sole discretion of ATOZ Floral & Decor (M) Sdn Bhd. The Company shall not be liable for any defects, damages, losses, or deterioration occurring during transit, shipping, or delivery by third-party carriers or logistics providers.
Only exchanges or replacements are allowed.
2. Eligibility for Exchange
Exchanges shall be accepted within three (3) days from the date of purchase for in-store or walk-in transactions, or within three (3) days from the date of receipt of goods for online orders, subject to the applicable terms and conditions of ATOZ Floral & Decor (M) Sdn Bhd.
Any requests submitted after the stipulated timeframe shall strictly not be entertained.
Customers may request an exchange for an item of equal value, subject to product availability and compliance with the applicable exchange terms and conditions.
Items must be new, unused, in original condition, and with original packaging with the seal/label intact and price tags.
We offer exchanges or replacements under the following conditions:
Incorrect Item Received
In the event that you receive an incorrect item, you are required to provide valid proof of purchase/receipt together with clear photograph(s) of the item received for verification purposes.
Missing Items
If any item is missing from your order, notify us within 72 hours (three (3) days) and include a copy of your receipt for verification purposes.
Damaged or Defective Items
Please inspect your items upon receiving.
If any items arrive damaged or defect, contact us within 72 hours (three (3) days).
You must:
• Provide clear photograph(s) and/or videos of the damaged items.
• Keep the items in their original packaging with the seal/label intact and price tags.
• Return the damaged items (if required) to us for further inspection.
3. Non-Returnable Items
We are unable to process exchanges under the following conditions:
• Clearance/sale items
• Custom-made or special-order products
• Items that have been used, damaged, altered or reported beyond the stated timeframe
Exchange Process
To request an exchange, please follow these steps:
• Contact us immediately via WhatsApp at +6018-3796455.
• Provide order details, reason for exchange and supporting evidence (e.g. photograph(s) and/or videos).
• Return the damaged items (if required) to us for further inspection.
• Exchange will be processed after inspection.
Important Terms & Conditions:
• ATOZ Floral & Decor (M) Sdn Bhd shall not be held responsible or liable for any loss, misplacement, or missing parcels once the item has been dispatched and handed over to the appointed courier or logistics service provider.
• ATOZ Floral & Decor (M) Sdn Bhd reserves the absolute right, at its sole and unfettered discretion, to approve or reject any exchange request, and its decision in respect of all returns and exchanges shall be final and binding.
• Keep the items in their original packaging with the seal/label intact and price tags.
• All shipping and handling costs associated with exchanges shall be fully borne by the customer.
• The sender shall be solely responsible for ensuring that all items are properly, securely, and adequately packaged to prevent any damage during transit. ATOZ Floral & Decor (M) Sdn Bhd shall not be held liable for any loss, damage, or deterioration of items arising during the return shipment process, including but not limited to handling by third-party logistics providers.
The Company reserves the right to amend, revise, or update this policy at any time without prior notice.
(Please note that product images on our website are for illustration purposes; actual items may vary slightly in color, size, or design.)