Terms of Service
1. Welcome
By accessing or placing an order through www.giftlab.com.my, you acknowledge and agree to the terms outlined below. These terms are designed not only to protect our business, but to ensure clarity, transparency, and fairness for every customer whether personal or corporate.
- Email: sales@gift-lab.com
- WhatsApp: +6012-691 5200
- Telephone: +603-7883 0233
2. Orders & Acceptance
Giftlab reserves the right to:
- Decline or cancel any order due to stock unavailability
- Cancel pricing errors or technical glitches
- Refuse suspicious or fraudulent transactions
- Request verification for large, bulk, or corporate purchases
Adjust fulfilment method based on operational or safety considerations
An automated confirmation email does not constitute final acceptance if a material error has occurred.
For corporate purchases involving PO issuance or credit terms, fulfilment may be subject to document verification.
3. Product Representation, Availability & Substitution
3.1 Flowers & Perishables (Within Klang Valley)
We reserve the right to substitute:
- Flower varieties with similar or higher value blooms
- Colours within the same tonal theme
- Foliage and fillers based on freshness
- Fruits based on market supply
- Cake decorations based on bakery supply / location
3.2 Outstation Flowers & Gifts (Associate Florists)
Please note:
- Smaller cities and towns may not have the same flower varieties or imported stock range as Klang Valley.
- Chocolate selections, gourmet brands, fruit variety, and packaging options may differ regionally.
- Designs will follow the overall concept, colour theme, and value, but exact replication is not guaranteed.
Our associates will match the intended design as closely as possible while maintaining quality and presentation standards.
In certain locations particularly smaller towns or remote areas fulfilment costs may be higher due to:
- Distance between the associate’s shop and the delivery location
- Limited supplier access or transportation constraints
- Lower order volume in less populated areas
- Higher sourcing cost for specific imported flowers or branded items
As not all associates operate under the same cost structure as Klang Valley florists, there may be occasions where
an additional top-up is required to proceed with the order.
In such cases:
- We will inform you promptly before processing the order.
- No additional charges will be applied without your agreement.
- You may choose to adjust the product value, design scope, or delivery option as an alternative.
Our priority is transparency and fairness ensuring your recipient receives a beautiful, professionally executed gift
without compromising on quality.
If no response is received within a reasonable timeframe for urgent deliveries, we reserve the right to adjust the order to the closest equivalent value available locally to avoid delay.
3.3 Hampers & Non-Perishable Gifts (Courier Fulfilment)
To prevent damage during transit, especially for outstation or East Malaysia deliveries:
- Fragile glass items may be replaced with similar or higher value alternatives.
- Sabah and Sarawak Customs prohibit liquor or liquid bottles such items may be substituted accordingly.
- Breakable décor items may be replaced for transit safety.
For East Malaysia deliveries in particular, courier restrictions are stricter. Substitutions may occur to comply with
airline and courier regulations.
4. Pricing & Transparency
Delivery charges are displayed clearly before checkout, unless stated as part of a promotional campaign.
In certain categories (e.g., lightweight eligible items), complimentary courier delivery may be offered within Peninsula Malaysia. Where applicable, the delivery cost is absorbed as part of the product offering and logistics structure.
We reserve the right to adjust pricing without prior notice due to:
- Supplier cost fluctuations
- Seasonal flower pricing volatility
- Import cost or freight changes
- Currency exchange movement
- Sudden shortage of specific blooms or gourmet brands
For confirmed orders:
If a pricing adjustment becomes necessary due to unforeseen supply conditions or regional associate cost differences, we will:
- Notify you before processing the order
- Obtain your agreement before proceeding
- Offer alternative product or value adjustments where possible
5. Delivery Responsibilities
Customers are responsible for:
- Providing accurate delivery address and postcode
- Providing reachable recipient contact number
- Ensuring recipient availability during the delivery window
- Informing us of restricted-access buildings, guardhouses, security protocols or special instructions
If incorrect or incomplete details are provided:
- Redelivery charges may apply
- Delivery may be delayed
- Perishable items may deteriorate
- Courier returns may incur additional handling fees
Giftlab shall not be liable for failed deliveries caused by inaccurate information, restricted access, or recipient unavailability.
Once delivery is completed and acknowledged, responsibility for proper handling and storage of perishable items transfers to the recipient.
5.1 Recipient Unavailability
If the recipient is:
- Not contactable
Refuses delivery - Not present at location
- In a restricted-access building without prior arrangement
- Hospitalised in wards with restricted entry
- Relocated without updated address
Our team will contact the sender for further instructions.
Additional charges may apply for redelivery attempts.
We do not issue refunds for delivery failure caused by recipient unavailability.
For perishable items, deterioration due to delayed acceptance will not be considered a product defect.
5.2 Courier Delays
Courier deliveries:
- Do not guarantee fixed time slots
- Operate within standard courier working hours
- Are subject to third-party handling
- May experience delays during peak festive seasons
Once a parcel is handed over to the courier, tracking and transit time fall under courier operational control.
Giftlab is not liable for courier delays outside Klang Valley once parcel has been dispatched.
6. Same-Day & Time-Sensitive Orders
Same-day delivery eligibility depends on:
- Product type (Perishable / Non-Perishable / Lightweight Eligible)
- Delivery location
- Cut-off time
- Seasonal demand
- Courier feasibility
During peak seasons (Valentine’s Day, Mother’s Day, Chinese New Year, Hari Raya, Christmas, etc.), earlier cut-off times may apply.
While we aim to honour selected time slots, they remain indicative windows and not fixed guarantees, particularly during high-volume periods.
- sales@gift-lab.com
- WhatsApp: +6012-691 5200
Feasibility will be assessed case-by-case and may incur additional charges.
7. Lightweight Eligible Items
Certain Lightweight Eligible items (e.g., Greeting Cards and selected small non-perishable gifts):
- Are delivered via courier only
- Are available within Peninsula Malaysia only
- Are not deliverable to East Malaysia (Sabah & Sarawak)
- Are not eligible for same-day delivery
- Do not support time-slot selection
Checkout may be blocked automatically if delivery restrictions are not met.
If combined with other product categories, the most restrictive delivery rule may apply.
8. Corporate Orders & e-Invoicing
To ensure proper issuance:
- Tick “Require e-Invoice” at checkout
- Provide accurate Company Name, SSM No., and email address
- Ensure billing details are complete and correct
For corporate credit facilities:
- Approval is subject to management discretion
- Payment must be made within agreed credit period
- Overdue accounts may result in suspension of credit privileges
9. Giftlab Rewards
Giftlab Rewards is governed by the rules outlined on our Giftlab Rewards page
Additional terms:
- Points are non-transferable
- Points cannot be exchanged for cash
- Points expire after 12 months of inactivity
- Only one voucher may be applied per transaction
- Points are calculated excluding delivery fees, vouchers, and discounted amounts
- Abuse of referral or promotional mechanics may result in account suspension
10. Refunds, Returns & Quality Concerns
Due to the perishable nature of flowers, fruits and gourmet food items:
- Returns are generally not accepted
- Quality concerns must be reported within 24 hours with clear photographs
If verified, we may at management discretion:
- Replace the item
- Offer store credit
- Issue partial or full refund
10.1 Quality Claims
If there is a quality concern:
- Notify us within 24 hours of delivery
- Provide clear photographs
- Do not discard the item before review
All fresh flowers, fruits, cakes and perishable items are inspected and dispatched in fresh condition at the time of delivery.
Recipients are strongly encouraged to inspect the product immediately upon receipt and notify us within 24 hours if there is any concern.
We are unable to assess or accept quality claims reported beyond 24 hours, as we cannot determine the storage
conditions, environmental exposure, or handling after delivery. This includes but is not limited to:
- Exposure to heat or direct sunlight
- Placement near air-conditioning vents
- Failure to refrigerate fruits or cakes where required
- Delayed unboxing or opening of sealed packaging
- Extended time left unattended after delivery
10.2 Cosmetic & Packaging Issues
Shrink-wrap looseness, minor packaging dents, courier carton creases, or aesthetic shifts during transit do not
constitute product defects if:
- The contents are intact
- The value is preserved
- The overall presentation remains acceptable
10.3 No Refund Scenarios
Refunds will not be issued for:
- Recipient unavailability
- Incorrect address provided
- Change of mind after production begins
- Customised or branded corporate orders
- Delays caused by third-party courier during festive congestion
- Design variations within reasonable substitution standards
- Floral lifespan affected by environment or care
- Liquor confiscation due to courier or customs restriction
11. Subscription Terms
Flower Subscriptions are governed by the structure outlined on our Flower Subscription page
Additional conditions:
- Subscriptions auto-renew unless cancelled
- Minimum 3 days’ notice required for pause or change
- Prorated refund policy applies for early termination
- Long-term discounts may be recalculated if cancelled early
- Subscription delivery is limited to Klang Valley
Giftlab may adjust delivery date if it falls on public holidays or operational closures.
12. Best Price & On-Time Guarantees
Guarantees are governed by the conditions stated on Our Guarantee page
Guarantees do not apply when:
- Delay is caused by recipient
- Courier disruptions occur
- Force majeure events arise
- Peak-season congestion exceeds reasonable operational control
13. Limitation of Liability
We are not liable for:
- Emotional or sentimental losses
- Business interruption
- Missed event reputational impact
- Indirect or consequential damages
- Floral longevity affected by environment (heat, air-conditioning, poor water care)
- Fruit spoilage due to recipient delay
- Liquor confiscation due to courier or customs restriction
Force Majeure:
Giftlab shall not be liable for failure or delay in performance caused by events beyond reasonable control, including:
- Natural disasters
- Government orders
- Pandemic restrictions
- Supplier shortages
- Logistic disruptions
14. Intellectual Property
All website content, including product descriptions, images, designs, layout, branding, and text are the intellectual property of Pods & Petals Giftlab.
Unauthorised reproduction, copying, distribution or commercial use is strictly prohibited.
15. Privacy
Customer data is used strictly for:
- Order processing
- Delivery coordination
- Rewards program management
- Marketing communication (with consent)
16. Amendments
We reserve the right to update these Terms periodically to reflect operational, regulatory or pricing changes.
The latest version will always be published on our website. Continued use of our services constitutes acceptance of the updated Terms.
17. Governing Law
These Terms are governed by Malaysian law.
Disputes shall fall under Malaysian jurisdiction.
At Giftlab, these Terms are not written to intimidate they are written to ensure clarity, fairness, and accountability on both sides.
For over two decades, we have built our reputation on transparency, reliability, and thoughtful gifting. These policies exist to protect that standard so that every bouquet, hamper, subscription, or corporate order continues to reflect the quality and integrity we stand for.
If you have questions about any part of these Terms, our team is always ready to clarify.
Because at the end of the day, gifting should feel joyful not uncertain.