Refund/Exchanges Policy

DEFINITION

• “Website” shall refer to the website at www.mypetani.com.my 
• “We” or “Our” shall refer to the owner of the Website
• “You” shall refer to the customer or user of the Website

By utilizing the Website, you acknowledge your agreement to abide by these Terms and Conditions.

REFUND/ EXCHANGE POLICY 

Cancellation Policy

On-demand orders can be cancelled by e-mailing us at info@mypetani.org by 10 AM ONE (1) day before your delivery date. Upon confirmation by our Customer Service, payments will be refunded in store credit ONLY. This gift store credits will have a standard expiry date of one year and can be used to purchase any product in our store. Any leftover credit can be used for subsequent purchases.

• All food and beverage items are not returnable due to the product’s nature & hygiene reason.
• For any orders that are incomplete, incorrect or damaged, kindly WhatsApp our Customer Service Team at +6012 898 0801
• Our Customer Care Service operates Monday-Saturday 8am - 5.30 p.m.
• Details and Proof of purchase must be presented to our Customer Service Team upon inquiry.
• If you wish to reschedule your delivery, please let us know within 24 hours of the order placement. We will try our best to reschedule it, subject to any extra delivery charges.

Damages and issues 

All sales are final.

As fruits are a perishable item, replacement of damaged items are only accepted under the following circumstances:
 

• All issues must be indicated to us within 24 hours of delivery via email to info@mypetani.org— if you are contacting after hours, we will use best endeavours to contact you the next business day.
• As items are perishable, we do not issue refunds, however if the issue cannot be resolved, an in-store credit may be available.

Returns are accepted on a “quality” basis only — issues of “not liking” the arrangement are not grounds for a return.

As fruits are perishable, you must keep them in fridge, otherwise they will not last long.
If you are ordering gifts for someone else, be sure you are choosing something they would like — style preferences are not grounds for returns

As all flowers and fruits are not always in season, or not in stock, MyPetani reserve the right to substitute fruits or blooms with a similar “look” and feel without prior consultation. We will do our utmost to make the arrangement as close to the advertised picture as possible. If you require a specific product, please call and check for its availability.

If no name is specified for the “card message”, will will put the name of the sender on the card

Delivery times are generalized to “morning” and “afternoon” deliveries. If you require a timed delivery, please call and speak with our designers to make those arrangements.

It is your responsibility, as the sender, to ensure that the recipient will be at the location of the delivery on the date of delivery. If the recipient goes home early (if delivered to a workplace) or is out of town (for home deliveries), unbeknownst to us, it is not cause for refund or exchange as we have fulfilled our obligation in delivering upon the date of request as ordered by the sender. We do not call ahead to ensure someone is home, as to not spoil surprises.

Kindly inspect your order upon receipt and promptly get in touch with us if you encounter a defective, damaged, or incorrect item. This allows us to assess the issue and work towards a satisfactory resolution. We may request photos or videos of the damaged item as evidence to facilitate the processing of your claim.

Please contact our customer care team without delay at +6012-8980801 or email us at info@mypetani.org, mentioning your Order ID. Our Customer Support will be pleased to provide further assistance.

Any refunds processed shall be via the original payment method for easier tracking of money movement.

Cancellation policy 

Once an order is purchased or prepared and is in the delivery process, we regretfully cannot accommodate cancellations. We are also unable to issue refunds if a customer wishes to cancel due to changes in location, dates, etc.