Refund & Cancellation Policy

Last Updated: September 2, 2026

At Chiangmai Flower, we carefully prepare every flower arrangement and gift specifically for each customer and delivery.

Because fresh flowers are perishable products and many orders are prepared according to the customer's requested delivery date, time, design, and message, cancellation and refund conditions may vary depending on when the request is received and whether the order has already been prepared or dispatched.

This Refund & Cancellation Policy explains when an order may be cancelled, changed, refunded, replaced, or otherwise resolved.

1. Order Cancellation

Customers who wish to cancel an order should contact Chiangmai Flower as soon as possible.

Cancellation requests are subject to the status of the order.

If the order has not yet entered preparation, cancellation may generally be possible.

If the flowers have already been purchased, prepared, arranged, packaged, or dispatched, cancellation may no longer be possible.

We will review each cancellation request based on the circumstances and the stage of order preparation.

2. Cancellation Before Order Preparation

If a cancellation request is received before we have started preparing the order, we will make reasonable efforts to cancel the order.

Where a refund is applicable, the refund amount will normally be based on the amount actually paid for the cancelled order, subject to any applicable payment or transaction charges.

Customers should contact us as early as possible because flower orders may enter production shortly after payment is confirmed.

3. Cancellation After Preparation

Once an order has been prepared, cancellation may not be possible because fresh flowers and other materials may have already been purchased or arranged specifically for the customer.

If an order has already been prepared or dispatched, we reserve the right to decline a cancellation request.

Any refund in such circumstances will be considered on a case-by-case basis.

4. Same-Day Orders

Same-day flower orders require immediate preparation and delivery arrangements.

Because of the short preparation time, cancellation or modification of a same-day order may not be possible once the order has been accepted or preparation has begun.

If you need to cancel or change a same-day order, please contact us immediately.

We will make reasonable efforts to assist where the order status allows.

5. Changing an Order

Customers may request changes to an order, including:

• Delivery date

• Delivery address

• Recipient information

• Gift message

• Flower color

• Product selection

• Delivery instructions

Changes are subject to product availability, order status, preparation time, and delivery arrangements.

Once an order has entered production or delivery, changes may not be possible.

Additional charges may apply if a requested change results in additional product, delivery, or service costs.

6. Refund Eligibility

A refund may be considered in circumstances including:

• Chiangmai Flower is unable to fulfill a confirmed order

• The order is cancelled before preparation and the cancellation is accepted

• A significant error occurs on our part

• The wrong product is delivered due to an error by Chiangmai Flower

• A significant part of the order is missing

• The delivered flowers are substantially damaged or unsuitable due to an issue attributable to Chiangmai Flower

• Other circumstances where a refund is considered appropriate under applicable law

The appropriate remedy may be a full refund, partial refund, replacement, or redelivery depending on the circumstances.

7. Non-Refundable or Limited-Refund Situations

A refund may not be available where the problem results from circumstances outside our reasonable control or from incorrect information supplied by the customer.

Examples may include:

• Incorrect delivery address

• Incorrect recipient information

• Incorrect telephone number

• Recipient unavailable or refusing delivery

• Recipient providing incorrect information

• Hotel, hospital, condominium, or building restrictions

• Customer requesting cancellation after preparation has begun

• Customer changing their mind after the flowers have been prepared

• Delivery instructions that cannot reasonably be followed

• Delays caused by traffic, weather, or circumstances beyond our reasonable control

Each situation will be reviewed individually.

8. Incorrect Delivery Information

Customers are responsible for checking all delivery information before completing an order.

If a delivery cannot be completed because the customer provided an incorrect or incomplete address, telephone number, recipient name, hotel name, room number, or other necessary information, Chiangmai Flower may contact the customer to obtain the correct information.

If a second delivery attempt is required, an additional delivery charge may apply.

A refund may not be available for an unsuccessful delivery caused by incorrect information provided by the customer.

9. Recipient Unavailable

If the recipient is unavailable, our delivery team may attempt to contact the recipient using the information provided with the order.

Where appropriate, the flowers may be left with an authorized person at the delivery location, such as:

• Hotel reception

• Concierge

• Office reception

• Building security

• Condominium reception

• Hospital reception or authorized staff

If the recipient cannot be reached and the flowers cannot reasonably be delivered, we may contact the customer to determine the next appropriate step.

Additional delivery charges may apply for a subsequent delivery attempt.

10. Hotel and Hospital Restrictions

Some hotels, hospitals, condominiums, offices, and other buildings have their own delivery and security policies.

If a building does not permit our delivery staff to enter a room or specific area, we may deliver the flowers to an authorized person or designated reception area.

Such circumstances do not automatically qualify for a refund when Chiangmai Flower has successfully delivered the order to an authorized location in accordance with the applicable building's procedures.

11. Flower Substitutions

Flowers are seasonal and subject to market availability.

If a specific flower becomes unavailable, we may substitute it with a suitable alternative of comparable quality, appearance, and value while maintaining the overall design and character of the arrangement.

A reasonable flower substitution does not automatically qualify for a refund.

If a customer has requested a specific flower or color as an essential requirement, the customer should contact us before ordering so availability can be confirmed.

12. Natural Variation in Flowers

Fresh flowers naturally vary in size, shape, color, bloom stage, and appearance.

Minor differences between the website photograph and the delivered arrangement are normal and do not automatically qualify for a refund.

Our florists aim to maintain the overall style, color balance, size, quality, and value of the selected product.

13. Damaged or Poor-Quality Flowers

We take care to prepare and deliver flowers in good condition.

If your flowers arrive significantly damaged, wilted, broken, or otherwise unsuitable due to an issue attributable to Chiangmai Flower, please contact us as soon as possible.

For quality-related claims, customers should contact us within 48 hours of delivery.

Please provide:

• Order number

• Description of the problem

• Photographs of the flowers and packaging

• Photographs showing the overall arrangement

• Any other relevant information requested by our team

Photographs may be required so that we can properly assess the condition of the order.

14. Wrong Product or Missing Items

If you receive a product that is materially different from the product ordered due to an error by Chiangmai Flower, please contact us promptly.

If an item included in a confirmed order is missing, please notify us as soon as possible.

Depending on the circumstances, we may offer:

• Replacement of the incorrect product

• Delivery of the missing item

• Partial refund

• Full refund

• Other appropriate resolution

The appropriate remedy will depend on the nature and extent of the issue.

15. Delivery Failure Caused by Chiangmai Flower

If Chiangmai Flower is responsible for a confirmed delivery failure, we will review the circumstances and work with the customer to find an appropriate solution.

Depending on the situation, this may include:

• Redelivery

• Replacement

• Partial refund

• Full refund

We will make reasonable efforts to resolve confirmed delivery problems promptly.

16. Delivery Delays

We make every reasonable effort to deliver flowers on the requested date and within the requested delivery period.

However, delivery may be delayed by circumstances including:

• Heavy traffic

• Severe weather

• Flooding

• Road closures

• Public events

• Building restrictions

• Hotel or hospital procedures

• Recipient availability

• Unexpected operational circumstances

• Events beyond our reasonable control

A delivery delay caused by circumstances outside our reasonable control does not automatically qualify for a refund.

17. Refund Method

Where a refund is approved, we will normally return the funds using the original payment method where reasonably possible.

For bank transfer payments, we may request the customer's bank account information when necessary to process the refund.

Customers should provide accurate refund information to avoid processing delays.

18. Refund Processing Time

Once a refund has been approved, processing time may vary depending on the payment method and financial institution involved.

Chiangmai Flower will initiate the refund within a reasonable period after approval.

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

19. Payment Processing Fees

Where applicable, payment processing or transaction fees may not be refundable if they have already been charged by a third-party payment provider and cannot be recovered by Chiangmai Flower.

Any deduction will be communicated to the customer where applicable.

20. Customer Claims

To help us resolve a claim efficiently, customers should provide:

• Order number

• Customer name

• Delivery date

• Recipient name

• Description of the issue

• Photographs, where relevant

• Any other information reasonably requested by our customer service team

Claims submitted without sufficient information may take longer to investigate.

21. Special Circumstances

We understand that some situations are unique.

Chiangmai Flower may consider exceptional circumstances on a case-by-case basis.

Any goodwill refund, replacement, credit, or other resolution offered outside this policy does not create an obligation to provide the same resolution in future cases.

22. Consumer Rights

Nothing in this Refund & Cancellation Policy is intended to exclude or limit any rights that customers may have under applicable Thai law or other mandatory consumer protection requirements.

Where applicable law provides a customer with rights that cannot legally be excluded, those rights will continue to apply.

23. How to Request a Cancellation or Refund

Please contact Chiangmai Flower as soon as possible.

Chiangmai Flower Shop

221/6 Moo 2, Mae Hia, Mueang Chiang Mai,
Chiang Mai 50100, Thailand

Phone: +66 89 834 1980
Email: chiangmaiflowershop@gmail.com
LINE: chiangmaiflower

For faster assistance, please include your order number and explain your request clearly.

24. Policy Updates

Chiangmai Flower may update this Refund & Cancellation Policy from time to time.

Any updated version will be published on this page with a revised “Last Updated” date.

The policy applicable to an order will generally be the version in effect at the relevant time, subject to applicable law.

25. Our Commitment to Customers

We understand that every flower order represents an important occasion.

If something goes wrong with your order, our goal is to communicate clearly, investigate the issue fairly, and provide an appropriate solution whenever possible.

We appreciate your understanding that fresh flowers are natural and perishable products and that certain orders require preparation specifically for an individual customer.

Thank you for choosing Chiangmai Flower.