This policy applicable to all purchase made from www.melur.com by seller MelurDotCom. The link to access this document is made accessible to the customer at the frontpage, checkout page, quotation and every DO/Invoice issued. By purchasing with us, you agree with the terms and conditions stated in this document regardless the purchase method (online or other means).
If you need to return your item, please contact us and specify the reason for return. We cannot offer you a refund or exchange after 2 days item received. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging whenever possible.
For the return of the live plants, we will only grant replacement or refund of issues related to our product quality such as damaged plants, wrong plants delivered etc.
We will not be held responsible for any issue beyond our control (delay due to courier service, wrong address by customer, recipient failure to receive item, recipient not at home, etc) and refund or resend will be automatically void. Buyer is FULLY RESPONSIBLE to follow-up with the courier service & we will not entertain any claim related the above mentioned issues.
We will review & notify you if the reason acceptable.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
No refund is applicable once payment is made. Refund only applicable for complaint made on received item(s). Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Exchanges (if applicable)
We only replace items if they are proven defective or damaged upon receive. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: Lot F03, Rural Transformation Centre (RTC) Kelantan, Batu 4, Lebuhraya Pasir Mas – Salor, 15150 Kota Bharu, Kelantan.
Our products are shipped within 3-25 days upon payment received. The estimated delivery date refer to the estimated date of item being shipped out to customer. The estimated date is calculated based on weekly delivery and may change without notice. The number of day(s) between order date and payment date will be added to the initial estimated delivery. No revised estimated delivery date will be published. Customer will be updated with the tracking number through email or other means upon request. Order may be delivered in several deliveries as some of our suppliers will ship the product(s) separately.
We will be using the following carriers: Live Plants – GDEX/Citylink, Others – Poslaju/Pos Malaysia/Citylink. To return your product, you should mail your product to: Lot F03, Rural Transformation Centre (RTC) Kelantan Batu 4, Lebuhraya Pasir Mas – Salor, 15150 Kota Bharu, Kelantan. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over RM50, you should consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Our standard packaging for live plants is using carton box. The plants will be physically secured to minimize movement during delivery. Occasionally we may re-pot to reduce weight. Upon receiving the plants may look withered. This is normal especially for prolong period delivery. Place the plants under the shade and ensure sufficient water for several days to speedup the recovery.
We will do our best to provide live plants per the physical description in the catalogue. However due to the sudden unavailability of stock, we may replace it with different sizes.
An order also has a Status. Order statuses let you know how far along the order is, starting with Pending and ending with Complete. The following order statuses are used:
- Pending payment – Order received (unpaid)
- Failed – Payment failed or was declined (unpaid). Note that this status may not show immediately and instead show as Pending until verified (i.e., PayPal)
- Processing – Payment received and stock has been reduced – the order is awaiting fulfillment.
- Completed – Order item shipped out.
- On-Hold – Awaiting confirmation from admin on stock. Customer shall not proceed with payment until status change to Pending payment.
- Cancelled – Cancelled by an admin or the customer
- Refunded – Refunded by an admin
Discount coupon that apply to specific product shall only be applicable to said product as mention in our promotion. We have the right to amend the cart in order to meet the coupon requirement. Product review coupon giveaway only will be given to approved product review or comment.