CUSTOMER PROTECTION
Clear and transparent information about cancellations, order changes, refunds, replacements and delivery issues.
LAST UPDATED
September 2, 2026
Fresh flowers are prepared specifically for each customer, so cancellation and refund conditions depend on the stage of each order.
Cancellation may be possible before preparation begins.
Contact us within 48 hours of delivery for quality-related claims.
Include your order number and relevant details.
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.
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.
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.
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.
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.
Please contact us immediately. We will make reasonable efforts to assist where the order status allows.
Customers may request changes to an order, including:
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.
A refund may be considered in circumstances including:
Depending on the circumstances, the appropriate remedy may be a full refund, partial refund, replacement, or redelivery.
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:
Each situation will be reviewed individually.
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.
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:
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.
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.
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.
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.
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.
QUALITY CLAIM WINDOW
Customers should contact us within 48 hours of delivery for quality-related claims.
Please provide:
Photographs may be required so that we can properly assess the condition of the order.
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:
The appropriate remedy will depend on the nature and extent of the issue.
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:
We will make reasonable efforts to resolve confirmed delivery problems promptly.
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:
A delivery delay caused by circumstances outside our reasonable control does not automatically qualify for a refund.
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.
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.
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.
To help us resolve a claim efficiently, customers should provide:
Claims submitted without sufficient information may take longer to investigate.
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.
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
Please contact Chiangmai Flower as soon as possible. For faster assistance, include your order number and explain your request clearly.
Order Number
Include your order number whenever possible.
Customer Name
Tell us the name used when placing the order.
Explain the Issue
Describe what happened and include relevant photographs where appropriate.
Contact Our Team
We will review the circumstances and explain the next step.
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.
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.
CUSTOMER SUPPORT
If you need help with a cancellation, refund, replacement, delivery issue or order change, our team is here to help.
HERE WHEN YOU NEED US
Our florist team is here to help make every order as smooth and straightforward as possible.
CONTACT OUR FLORIST
