1. Order Cancellation

If you need to cancel an order, please contact Florist Phuket as soon as possible.

Cancellation requests will be reviewed according to the circumstances of each order, including:

• Scheduled delivery date.
• Time remaining before delivery.
• Whether the flowers have already been purchased.
• Whether the arrangement has already been prepared.
• Whether the order has already been dispatched.

2. Cancellation Before Order Preparation

If a cancellation request is received before the order has been prepared or materials have been purchased, we will make reasonable efforts to accommodate the request.

Any applicable refund will depend on the circumstances of the order and the payment method used.

3. Cancellation After Preparation Has Started

Fresh flower arrangements are made specifically for each order. Once flowers have been purchased, arranged or prepared for delivery, the order may no longer be eligible for cancellation or a full refund.

Each request will be reviewed individually based on the stage of preparation and the costs already incurred.

4. Refund Eligibility

Where a refund is approved, the amount refunded will depend on the circumstances of the cancellation or service issue.

Depending on the situation, an approved refund may be:

• A full refund.
• A partial refund.
• A refund after applicable costs have been deducted.

Approved refunds will normally be returned to the original payment method where practical.

5. Damaged or Incorrect Flowers

If your flowers arrive significantly damaged or there is a substantial problem with your order, please contact us as soon as possible.

To help us assess the situation, please provide:

• Order number.
• Recipient's name.
• Delivery date.
• Description of the problem.
• Clear photographs of the flowers or delivered product.

6. Quality Complaints

For quality-related complaints, customers should contact Florist Phuket within 48 hours of delivery.

Depending on the nature and severity of the issue, we may offer an appropriate solution, which may include:

• Replacement flowers.
• Redelivery.
• Partial refund.
• Full refund.

The final resolution will be determined based on the circumstances of each individual order.

7. Flower Substitution

Flowers are seasonal natural products and availability may change without notice.

If a specific flower, colour or variety is unavailable, Florist Phuket may substitute it with another suitable flower of comparable quality and value.

We will make reasonable efforts to maintain the overall style, colour concept, appearance and value of the original arrangement.

8. Delivery Problems

Florist Phuket will make reasonable efforts to complete each delivery. However, a refund may not be available when an unsuccessful delivery is caused by information or circumstances outside our reasonable control.

Examples include:

• Incorrect delivery address.
• Incorrect recipient information.
• Incorrect telephone number.
• Recipient being unavailable.
• Recipient refusing delivery.
• Failure to provide necessary delivery instructions.
• Hotel or resort access restrictions.
• Hospital delivery restrictions.
• Property security restrictions.

Our team will make reasonable efforts to contact the customer or recipient and resolve delivery problems where possible.

9. Hotel & Resort Deliveries

Some hotels and resorts have their own delivery and security procedures. Delivery personnel may not always be permitted to enter guest rooms or private areas.

When direct delivery is not permitted, flowers may be left with the reception, concierge or another designated location according to the property's procedures.

Delays or unsuccessful delivery caused by property restrictions may not qualify for a refund.

10. Hospital Deliveries

Hospitals may have restrictions regarding flowers, deliveries, wards, rooms or patient access.

Florist Phuket will make reasonable efforts to follow the hospital's delivery procedures.

If a hospital refuses delivery or does not permit access because of its own policies, this may not qualify for a refund.

11. Refund Processing Time

Approved refunds will be processed as soon as reasonably possible.

The time required for funds to appear in the customer's account may depend on the payment provider, bank or card issuer.

Florist Phuket cannot control processing times imposed by third-party banks or payment providers.

12. How to Request a Refund

To request a refund or report a problem with an order, please contact Florist Phuket and provide your order number together with details of your request.

If the request concerns damaged or incorrect flowers, please also provide clear photographs of the delivered arrangement.

13. Non-Refundable Situations

A refund may not be available where the issue is caused by circumstances outside Florist Phuket's reasonable control.

• Incorrect customer-provided information.
• Recipient unavailable at the delivery location.
• Recipient refusing delivery.
• Hotel or property access restrictions.
• Hospital restrictions.
• Failure to provide necessary delivery instructions.
• Normal seasonal flower variation.
• Minor differences between website images and natural flowers.
• Changes in flower size, shape or natural appearance.

14. Case-by-Case Review

Every order and refund request may involve different circumstances. Florist Phuket therefore reserves the right to review each case individually.

Our team will consider the nature of the issue, the condition of the flowers, the stage of order preparation and any relevant delivery circumstances when determining an appropriate resolution.

15. Important Notice