Isan Flowers 2 is a small family business and we pride ourselves on the care we take to provide only high-quality products and service to our greatly valued customers. On the rare occasions that a problem may happen with your order, or you are not totally satisfied with what we do for you, we will do our best reasonable efforts to make the situation right. However, please appreciate that (like any business) we have to protect ourselves with some formal Terms and Conditions.
This page explains the Isan Flowers 2 (“we/us/our”) Refund and Returns Policy applicable to our customers (“you/your”) and has been extracted from our Terms and Conditions text. For our full Terms and Conditions, go to our Terms and Conditions webpage.
Products, Product Appearance, Specification and Substitution
All our products are subject to availability. In the event of any supply difficulties or product quality issues, we reserve the right to make substitutions without notice when necessary, to fulfil your order to our high standards. However, we will ensure that the substitution products supplied will be as similar as possible (for example, design, size and colour) and of equal or higher quality and value to those shown in the photographs on our website, at no extra charge. If we think you will perceive the differences to be significant, we will contact you where possible with a description of the differences before delivering the order to check if you still wish to proceed with the order or prefer to select an alternative product. If you wish to cancel the order, we will refund your payment, normally no later than seven days after the order cancellation date.
Prices, Currency & VAT
Prices shown on our website are normally correct and accurate. However, errors may sometimes occur and product and service prices are subject to change without notice. Changes are sometimes temporary and because of seasonal variations. In the event that a product you have ordered is/was listed at an incorrect price due to a typographical or administrative error, we will try to contact you to tell you the correct price before dispatching your order. In some circumstances we may need to request extra payment after you place an order. Example circumstances include: a product ordered is currently out of stock and the wholesale price at which we would need to custom order the product for you from our suppliers has suddenly, unusually, unexpectedly and significantly increased (and no suitable alternative suppliers can be found); you have ordered a product from the wrong area on our webpage (for example, for delivery on Valentine’s Day from a non-Valentine product page); you have chosen and paid for the wrong delivery area. We will contact you where possible with the amount and reason for any price change and check if you still wish to proceed with the order at the correct price (and pay the extra cost), prefer to select an alternative product/service or cancel the order completely. If you do not confirm that you wish to proceed with the order within 7 days of the date of our price correction e-mail, we will consider this as a withdrawal of your order, cancel your order and refund your payment as soon as we can after the order has been cancelled, normally no later than 7 days after the order cancellation date.
Orders & Payment
If we do not accept your order, we will normally refund any payment you have given us for the Order.
Please note that if you create two or more orders for delivery to the same delivery place at the same delivery time on the same delivery date, we will probably try to deliver all the orders at the same time (even if different requested recipients). In the event we do this, we will normally not need you to pay more than one delivery charge. If, on this basis, you have already paid too much for delivery we will contact you and offer to either add something extra to your order or give you a part refund (or coupon code) for the overpayment.
Changing or Cancelling Your Order
If you wish to change your order (for example – product type or size, delivery address, delivery date, delivery time, gift message) or completely cancel your order after you have received your order confirmation e-mail, please Contact Us as soon as possible. Any changes or cancellations must normally be made at least 48 hours before your chosen collection or delivery time, to ensure that we have time to change the order before preparation and delivery. Unfortunately, although we will always do our best to make changes for you, we cannot guarantee to accept changes made to your order or cancellations after that time, so please check all the details of your order shown in your order confirmation, as soon as you receive it.
We regret that if you want to cancel an order for perishable products (such as flowers) after your order has already been dispatched, and/or for customised/personalised products after the customisation process has begun, we normally cannot give you a refund.
Delivery – When Requested Recipient Cannot be Contacted
If it has not been possible to deliver your order on the basis above and you cannot provide successful alternative recipient contact information, we cannot accept any liability for the non-delivery and we reserve the right to cancel your order with no refund. We are also not responsible for any other costs incurred by you due to failed deliveries.
Delivery – Late Delivery
We do our very best to deliver orders at the time requested by our customers. However, there may sometimes be delays and we have to deliver at a later time than planned due to reasons beyond our control. There are many possible legitimate reasons for this, as described in our full Terms and Conditions. Therefore, we cannot guarantee our delivery times and we strongly recommend that customers do not promise the recipient in advance that delivery will be at a certain time. We request that customers allow until the end of the requested (or otherwise agreed with us) delivery day for delivery to be done, before customers try to Contact Us. For orders that are delivered late due to reasons beyond our control, we normally cannot refund orders and cannot be responsible for any costs incurred by the customer due to late delivery.
Delivery – Delivery Refused or Rejected by Recipient
On rare occasions, recipients may refuse or reject delivery for their own personal reasons. Such reasons can include: recipient is angry or upset with the specific customer and does not want to receive anything from the customer; the recipient no longer wants to have contact from, or any relationship with, the specific customer. We regret that we normally cannot refund orders if a delivery is refused or rejected by the recipient.
Collection – General
Due to the bespoke, perishable nature of many of our products, we reserve the right to refuse to refund or offer replacement products for orders which the Order Collection Person fails to collect within a reasonable time period after the requested or agreed collection time.
Damaged Products, Product Refunds, Returns and Exchanges
Although we do our best to ensure that it does not happen, on rare occasions our products may arrive at the delivery place damaged, perhaps damage not seen by our delivery person. If the recipient receives such damaged items, please Contact Us as soon as possible so that we can try to put things right (if we have not done so already) by doing a new delivery and/or arrange for a partial or full refund, as described in sections of our full Terms and Conditions, such as Complaints.
Within seven days of receipt of your ordered products you are entitled to return any non-fresh flower, non-inflated balloon, non-food product bought from us that you believe is not of an acceptable standard or defective, to our flower shop in Pattaya and receive a full refund or product exchange – if it is still unused and in any original packaging and condition in which we supplied it. Please Contact Us in advance if this is what you plan to do.
In cases where you have ordered a non-fresh flower, non-inflated balloon, non-food product to be delivered to a recipient and there is nothing wrong with the product itself but your requested recipient simply does not like what you chose, we cannot offer a refund but will be normally be happy to provide a product exchange up to the same price you paid, subject to the conditions above. However, if you require delivery of the replacement product(s), we will need you to pay our usual delivery price for the area in which your requested delivery place is located.
Your right to return products my, in some circumstances, apply to products made to your specification, that have been clearly personalised and products which by reason of their nature cannot be returned or are liable to deteriorate or expire relatively quickly (including all perishable products such as fresh flowers and food).
In circumstances when a partial or full refund of your order is justified, as described in our full Terms and Conditions or otherwise agreed by us, we will send you the refund using the same payment method you used originally, where possible. For example, if you paid via the third party payment gateway such as PayPal or Stripe, we would try to arrange the refund to you via the third party payment gateway. Where you paid with a coupon code, refunds may be made in a coupon code of equivalent value. Where you part-paid for products using coupon code and the remainder via the PayPal website, the respective amounts may be refunded via the respective method.
Complaints
We make every possible effort to ensure our products and services meet your reasonable expectations, by choosing our suppliers, flowers and other products we sell very carefully to ensure they are high quality. In the event you are not satisfied with your Isan Flowers 2 product or service, please Contact Us and we normally take reasonable steps to put the situation right by doing one or more of the following: a replacement delivery on the next available delivery date; a partial or full refund. The amount of a partial refund will depend on the specific circumstances and condition of the products. We greatly value customer feedback and want to hear all customers’ complaints because we want our customers to be completely satisfied and have as good an experience with us as possible. Because of the perishable nature of most or our products, and to enable us to resolve any complaint quickly, we advise you to make any complaint within 1 day of the delivery or collection date of your order, whenever possible. For quality issues, we will require a photograph clearly showing the problem.
Website Availability & Various Disclaimers
All orders received are subject to acceptance by us and we reserve the right to reject any order, perhaps sometimes without giving reasons. In the event of rejection, we will normally refund any payments received via the payment method used to place the order. Example reasons we may reject orders include: when a customer or recipient has been unreasonable or abusive to our staff in the past; when a recipient has refused to accept delivery in the past.
Isan Flowers 2
Last Updated: 1 February 2025
