Refund & Returns Policy

Refunds

Our Rights – Due to the bespoke, perishable nature of many of our products, we reserve the right to refuse to refund payments.

Valid Circumstances – There are various circumstances in which we will proactively offer or consider customer requests for part or full refunds of payments made to us by customers. These circumstances can include, but are not limited to:

• When we cannot provide the product a customer has ordered, and an alternative/substitute product cannot be agreed with the customer
• When we cannot provide the product a customer has ordered, and the price of an alternative/substitute product agreed with the customer is a lower price
• When we cannot deliver an order on the date requested by the customer, and an alternative date cannot be agreed with the customer
• When we cannot do an order or cannot accept an order, for some other reason
• When we need to cancel an order, for some reason
• If a customer has paid too much for an Order
• If a customer has not paid enough for an Order (paid the wrong price, such as the normal price instead of the Valentine price, for example)
• If a customer changes an Order, to request fewer or smaller products
• If a customer cancels an Order
• Products were damaged during delivery, before they were given to the recipient
• We made a mistake with an order, which we should have reasonably avoided (items missing from delivery, for example)
• If a customer is unhappy with a product or service we have provided, the customer has made a complaint with us in accordance with the Complaints section in our Terms and Conditions and we agree that a refund is justified
• Other circumstances stated in our our Terms and Conditions

Invalid Circumstances – There are various circumstances in which we are less likely to offer or agree to customer requests for full refunds of payments. These circumstances can include, but are not limited to:

• Customer requests too late to change or cancel an order (we have already incurred significant costs and/or products have already been specially customized/personalized and/or the order has already been dispatched, for example).
• Delivery was later than the requested delivery time (because there could be many legitimate reasons for that, such as examples in our Terms and Conditions)
• We cannot contact the requested recipient, after multiple attempts at different times and different days, using the contact information the customer has supplied to us and we have already incurred significant costs and/or products have already been specially customized/personalized
• Delivery failed because the recipient or delivery place information provided by the customer was incomplete or wrong or the recipient no longer lives or works at the delivery place provided.
• Requested recipient simply does not like the product that was ordered (nothing wrong with the product itself)
• Delivery refused or rejected by recipient for their own personal reasons (and we did nothing wrong)

Timing of Requests – For Orders not yet delivered, customers wanting a refund must normally request it at least 48 Hours before the requested delivery time. This is to minimize the likelihood of us incurring costs related to the order, such as payment to suppliers. For Orders already delivered, refunds must be requested within 24 Hours of the actual delivery time (example reason described in the NOTE below).

PLEASE NOTE: (This text extracted from our Terms and Conditions) … we cannot guarantee the freshness <of our flower products> for a specific period of time after order delivery for a number of reasons, such as: (1) weather/climate conditions in Thailand mean many products stay fresh for a much shorter time than in other countries, (2) we have no control over where our products are displayed, kept, used or how they are cared for after delivery and they may be left in unsuitable conditions which will significantly shorten their life (such as heat, sunlight, humidity). Flowers and plants are particularly sensitive to heat, sunlight and shortage of water. Please see our Flower Care page for advice on how keep flowers and plants as fresh as possible for as long as possible. However, if you or your recipient are unhappy with the freshness of a product we have provided, we would like them to Contact Us with details of their concern.

Method of Requests – Customers wanting a refund must contact us in writing (via e-mail or messaging app, for example), stating the reason for the request and the amount requested. We may require customers to provide evidence of the reason for the request.

Assessment of Requests – We will consider refund requests are reasonably justified and make a decision whether to agree with it as soon as we can after the request is received. We may require customers to provide evidence of the reason for the request.

Refund Amount – We will normally discuss and agree with the customer what refund amount is fair and reasonable, taking into account any costs we or the customer may have reasonably incurred refund requests and make a decision whether to agree with it as soon as we can after the request is received. We may require customers to provide evidence of the reason for the request.

Method of Refund – We will normally give customers the choice of a receiving a discount coupon code or us sending the refund amount via the same payment method the customer used originally, where possible. For example, if the customer paid via the third party payment gateway such as PayPal or Stripe, we would try to arrange the refund to the customer via the third party payment gateway. Where customers paid with a coupon code, refunds may be made in a coupon code of equivalent value. Where customers part-paid for products using coupon code and the remainder via the third party payment gateway, the respective amounts may be refunded via the corresponding methods.

Timing of Refund Payment – Normally, we will initiate payment of refunds within seven days of receiving and agreeing a refund request.