Return, Refund and Exchange policy

Company Name: CUBICLE CREATIONS SDN. BHD.
Registration No.: 202501015647 (1617062-U)
Email: cubicle_creations@outlook.com

At CUBICLE CREATIONS SDN. BHD., we are committed to providing quality artificial flowers, artificial plants, decorative accessories and related products. We understand that there may be occasions when an item needs to be returned, refunded or exchanged. This Policy explains the applicable conditions and procedures.

By placing an order through our website, you acknowledge and agree to the terms stated in this Return, Refund and Exchange Policy.

1. Return Eligibility

Customers may request a return within 30 days from the date of receiving the item, provided that the item meets all the following conditions:

  • The item is unused, unwashed and in its original condition.
  • The item has not been assembled, installed, altered or damaged after delivery.
  • All original packaging, labels, tags, manuals, accessories and complimentary items are included.
  • The item is returned in a condition suitable for resale.
  • Valid proof of purchase, such as an order confirmation, receipt or invoice, is provided.
  • The return request complies with the conditions stated in this Policy.

We reserve the right to reject any returned item that does not meet these requirements.

2. Items Eligible for Return, Refund or Exchange

A return, refund or exchange may be approved if:

  • The wrong item was delivered.
  • The item is damaged or defective upon arrival.
  • The item materially differs from the product description or specifications displayed on our website.
  • The order contains missing items, parts or accessories.
  • The item received is of the wrong design, colour, size or quantity due to an error by the Company.
  • The delivery exceeds the estimated timeline stated in our Shipping Policy, subject to circumstances reasonably within our control.

Minor variations in colour, texture, shape, leaf arrangement or dimensions may occur, particularly for artificial flowers and plants. Such minor variations are not considered defects when they do not affect the intended use or overall quality of the product.

3. Non-Returnable and Non-Refundable Items

Returns, refunds or exchanges will generally not be accepted for:

  • Items damaged due to misuse, negligence, improper handling or incorrect installation.
  • Items that have been used, washed, assembled, modified or altered.
  • Items without their original packaging, labels, parts or accessories.
  • Clearance, promotional, discounted or final-sale items, unless defective or incorrectly supplied.
  • Personalised, customised, made-to-order or specially sourced products.
  • Items purchased based on a customer’s incorrect measurement, colour selection or personal preference.
  • Products showing normal wear and tear.
  • Items damaged due to improper storage, exposure to unsuitable conditions or failure to follow care instructions.
  • Returns submitted after the applicable return period.
  • Items purchased from third-party sellers or platforms not operated by the Company.
  • Items marked as non-returnable or non-refundable on the relevant product page.

Your statutory rights under applicable Malaysian consumer protection laws remain unaffected.

4. Change-of-Mind Returns

Change-of-mind returns may be considered within 30 days of delivery, subject to our approval and provided that the product remains unused, unopened where applicable, complete and suitable for resale.

A return may be rejected if the item’s packaging has been excessively damaged or if the product can no longer be sold as new.

Original delivery fees, additional service fees, promotional discounts and other non-product charges are non-refundable unless otherwise required by law or the return results from an error by the Company.

5. Damaged, Defective or Incorrect Items

Customers should inspect their orders immediately upon delivery. If an item arrives damaged, defective, incomplete or incorrect, please contact us as soon as reasonably possible at cubicle_creations@outlook.com.

Your request should include:

  • Your full name and contact details.
  • Your order or invoice number.
  • The name and quantity of the affected item.
  • A clear explanation of the issue.
  • Clear photographs of the item, packaging and shipping label.
  • An unboxing video, where available.
  • Any other supporting information reasonably requested by us.

Customers should retain the product and all original packaging until the matter has been resolved. Please do not discard or return an affected item without receiving instructions from us.

6. Exchange Policy

Approved exchanges are subject to product availability.

If the requested replacement item is unavailable, we may offer:

  • An alternative product of a similar value;
  • Store credit, where applicable; or
  • A refund through the original payment method.

If the replacement product costs more than the original product, the customer must pay the difference before the replacement is processed. If it costs less, the remaining amount may be refunded or provided as store credit, subject to our approval.

Each order is generally eligible for only one exchange unless the replacement item is also defective or incorrectly supplied.

7. Return Procedure

To request a return, refund or exchange:

  1. Email cubicle_creations@outlook.com within the applicable return period.
  2. Include your order details, reason for the request and supporting photographs or videos.
  3. Wait for our review and return instructions.
  4. Securely repack the product with all original packaging, labels, parts and accessories.
  5. Return the item according to the instructions provided by our customer service team.
  6. Retain the return tracking number or delivery receipt until the matter has been completed.

Returns sent without prior approval may be refused or may experience processing delays.

8. Inspection of Returned Items

All returned products will be inspected after receipt. The inspection process will determine whether the item complies with this Policy and whether a refund or exchange can be approved.

If the returned item is found to be used, incomplete, damaged by the customer or otherwise ineligible, we reserve the right to:

  • Reject the return;
  • Reduce the refundable amount to reflect the item’s diminished value; or
  • Request payment of reasonable costs incurred in handling or returning the item.

We will notify the customer of the inspection outcome using the contact details associated with the order.

9. Refunds

Once a return has been received, inspected and approved, the refund will be issued through the original payment method whenever reasonably possible.

Please allow approximately 7–14 business days for an approved refund to be processed. The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer or payment service provider.

The Company is not responsible for processing delays caused by banks or third-party payment providers.

Refunds apply only to the approved value of the returned product. Original delivery charges, administrative charges, transaction fees and other non-product charges may not be refundable unless:

  • The wrong product was supplied;
  • The product was defective or damaged upon delivery;
  • The refund is required under applicable law; or
  • We expressly agree otherwise in writing.

10. Promotional Purchases and Complimentary Items

If an item was purchased using a discount, voucher or promotional code, the refund will be based on the amount actually paid after the applicable discount.

For bundle promotions or “buy one, get one” offers, all products forming part of the promotion may need to be returned before a full refund can be issued.

Any complimentary or free item supplied with the purchase must also be returned unused and in its original condition. If it is not returned, its stated or reasonable retail value may be deducted from the refundable amount.

Promotional vouchers and discount codes are generally not refundable, exchangeable for cash or reissued after use.

11. Order Cancellation Policy

Customers may request to cancel an order within 12 hours after placing it, provided that the order has not been processed, packed, dispatched or handed over to the delivery service.

To request cancellation, email cubicle_creations@outlook.com immediately with your order number and cancellation reason.

A cancellation request is not automatically approved. Orders that have already entered processing or delivery may no longer be cancelled and will be handled according to the applicable return conditions after delivery.

Customised, personalised, made-to-order or specially sourced products cannot be cancelled once production or procurement has started.

If a cancellation is approved, any applicable refund will be returned through the original payment method. Transaction charges, administrative fees or other fees already incurred may be deducted where permitted by law.

The Company also reserves the right to cancel an order due to:

  • Product unavailability;
  • Incorrect pricing or product information;
  • Payment failure or suspected fraudulent activity;
  • Delivery limitations;
  • Incomplete or inaccurate customer information; or
  • Other circumstances that prevent us from fulfilling the order.

If we cancel an order after receiving payment, the amount paid for the cancelled item will be refunded.

12. Product Appearance and Measurements

Product images are provided for illustration purposes. Due to photography, lighting, display settings and manufacturing variations, the actual colour, texture or appearance may differ slightly from what is displayed on screen.

Artificial flowers and plants may require reshaping or arranging after unpacking due to compression during storage and transportation. This is normal and is not considered a defect.

Product dimensions may also vary slightly due to manual measurement. Customers are responsible for reviewing the product description and measurements before completing an order.

13. Delivery Damage and Missing Parcels

If a parcel appears severely damaged at the time of delivery, customers should photograph the parcel before opening it and, where reasonably possible, record a continuous unboxing video.

For missing parcels or orders marked as delivered but not received, please first check with household members, reception staff, neighbours or the relevant delivery provider. You may then contact us for reasonable assistance with the delivery investigation.

Approval of a refund or replacement will depend on the outcome of the investigation and the evidence available.

14. Abuse of the Policy

We reserve the right to refuse or restrict returns, refunds, exchanges or future transactions where we reasonably suspect:

  • Fraudulent activity;
  • Excessive or repeated returns;
  • Deliberate damage to products;
  • False or misleading claims;
  • Abuse of promotional offers; or
  • Any other misuse of this Policy.

Any such decision will be made reasonably and in accordance with applicable Malaysian law.

15. Changes to This Policy

CUBICLE CREATIONS SDN. BHD. may update or amend this Policy from time to time. Any changes will take effect once the revised Policy is published on our website.

The Policy applicable to an order will generally be the version published at the time the order was placed, unless a change is required by law.

16. Governing Law

This Return, Refund and Exchange Policy shall be governed by and interpreted in accordance with the laws of Malaysia.

Any dispute arising from or relating to this Policy shall be subject to the jurisdiction of the courts of Malaysia, without limiting any mandatory rights or remedies available to consumers under applicable Malaysian law.

17. Contact Us

For return, refund, exchange or cancellation enquiries, please contact:

CUBICLE CREATIONS SDN. BHD.
Registration No.: 202501015647 (1617062-U)
Email: cubicle_creations@outlook.com

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