Returns, Refunds & Replacement Policy

Effective Date: 18th November 2024

Applicable Countries: Thailand

We take great care in preparing every bouquet and arrangement. Because some items are perishable, our returns and refunds policy operates differently from standard retail. We aim to be fair, simple and transparent.

1. Fresh Flower Deliveries (Perishable Items)

Fresh flowers, bouquets, and custom arrangements are perishable goods and are prepared specifically for your order. Due to their nature, the following policies apply:

Return Policy

• Fresh flower orders cannot be physically returned due to their perishable nature.
• Delivery fees for fresh flower orders are non-refundable in all cases, including recipient refusal, change of mind, incorrect address provided, or cancellation after preparation has begun.
• If the recipient refuses the delivery for personal reasons, the order is considered completed and no refund will be provided.

Refund Eligibility

Despite being non-returnable, fresh flower orders are eligible for refunds in the following situations:

• Product arrives damaged or wilted
• Product is significantly not as described
• Wrong item was delivered
• Order was not delivered due to our error

These rules apply to all orders delivered via on-demand couriers such as Grab, Bolt, Line Man, or our partner drivers.

2. Non-Perishable Items (Standard Shipping)

Non-perishable items such as vases, crystals, candles, accessories, or other retail products shipped through standard carriers (Thai Post, Kerry, Flash, etc.) follow a standard return policy:

Return Window

30 days from the delivery date.

Return Conditions

• Items must be unused and in original condition
• Items must be in original packaging
• Items must include all accessories and documentation

Return Shipping Costs

• Customer's responsibility for change of mind returns
• We pay for returns of faulty, damaged, or incorrect items

Fees

No restocking fees are charged for any returns.

3. Fresh Flower Quality Guarantee

We guarantee that flowers will arrive fresh and in good condition. If you are not satisfied with the quality of your bouquet or arrangement, please contact us within 24 hours of delivery with a photo of the item.

Resolution options:

• Free replacement delivery
• Partial or full refund to original payment method
• Store credit for future orders

4. Incorrect or Missing Items

If we deliver the wrong item or omit an add-on, contact us within 24 hours so we can resend the correct item or provide a refund.

5. Cancellations

• Same-day deliveries: Cannot be cancelled once preparation has begun.
• Future orders: May be cancelled up to 24 hours before the scheduled delivery time for a full refund.

6. Exchange Policy

We do not offer direct exchanges. If you wish to exchange an item, please initiate a return and place a new order for the desired item.

7. How to Initiate a Return or Refund

Follow these steps to request a return or refund:

1. Contact us via email or phone (details below) with:
   • Your order number
   • Reason for return/refund
   • Photos of the item (required for quality issues)
2. Wait for approval – We will review your request and respond within 1 business day.
3. For physical returns (non-perishables only) – Once approved, we will provide the return shipping address.
4. Ship the item using a trackable shipping method and provide us with the tracking number.
5. Refund processing – Once we receive and inspect the item, we will process your refund.

8. Refund Processing

Refund Method

Refunds are issued to your original payment method:

• Credit/debit card payments are refunded to the same card
• Alternative methods may be offered if original payment method is unavailable

Processing Time

• Quality issues (flowers): 5-7 business days after approval
• Physical returns (non-perishables): 5-7 business days after we receive and inspect the item

Please note that your bank may take additional time to post the refund to your account.

9. Contact Us

For returns, refunds, or any questions about this policy, please contact us:

When contacting us, please include your order number and any relevant photos to help us process your request quickly.

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This policy is subject to change. We recommend reviewing it periodically. Last updated: 18th November 2024.