At Samui Florist, every flower arrangement is carefully prepared specifically for each order. Because fresh flowers are perishable and arrangements are often prepared according to individual customer requirements, our cancellation and refund policy is designed to balance customer service with the nature of our products.
If you need to cancel or change an order, please contact us as soon as possible. The earlier we receive your request, the more likely we are to be able to assist you.
01 Order Cancellation
Customers may request cancellation as soon as possible after placing an order.
Cancellation requests should be submitted before the order enters the preparation or delivery process.
Once flowers have been purchased, arranged, prepared or dispatched, cancellation may no longer be possible.
02 Refund Eligibility
If an eligible cancellation is approved before preparation begins, we may provide a refund of the amount paid.
Eligible Cancellation
Cancellation approved before flower preparation begins may qualify for a refund.
Preparation Started
Once preparation has started, cancellation and refund options may be limited.
Refunds will generally be made using the original payment method where possible.
Processing times may vary depending on the payment provider or financial institution.
03 Orders Already Prepared or Delivered
Once an order has been prepared or delivered, it is generally non-refundable because fresh flowers are perishable and have been specially prepared for the customer.
If there is a genuine problem with the order, please contact us promptly so that we can review the situation.
04 Damaged or Incorrect Orders
If your flowers arrive significantly damaged or substantially different from the confirmed order, please contact us as soon as possible after delivery.
We may request photographs of the flowers and packaging to help us assess the issue.
After reviewing the situation, we may, at our discretion, offer one of the following solutions:
The appropriate solution will depend on the circumstances of the individual case.
05 Recipient Unavailable
If the recipient is unavailable at the time of delivery, this does not automatically qualify the order for a refund.
Our delivery team may contact the recipient and attempt to coordinate delivery.
Additional delivery charges may apply for a second delivery attempt if the recipient was unavailable.
06 Incorrect Delivery Information
Customers are responsible for providing accurate delivery information.
This may include:
- Recipient name
- Telephone number
- Delivery address
- Hotel or resort name
- Villa or residence information
- Room number
- Other delivery instructions
If an order cannot be delivered because of incorrect or incomplete information provided by the customer, the order may not qualify for a refund.
Additional delivery charges may apply if a new delivery attempt is required.
07 Same-Day Orders
Same-day orders may be subject to limited cancellation options because flowers may be purchased and arranged shortly after the order is confirmed.
Once preparation has started, cancellation may no longer be possible.
08 Custom & Special Event Orders
Custom arrangements, wedding flowers, event flowers, large orders and specially sourced flowers may have different cancellation terms.
Customers may be required to pay a deposit or full payment in advance.
Cancellation terms for such orders will be communicated to the customer before production begins where applicable.
09 Peak Season Orders
During high-demand periods such as:
- Valentine's Day
- Mother's Day
- Christmas
- New Year
- Other major holidays and peak periods
Cancellation and refund restrictions may be more limited because flowers and delivery resources are reserved specifically for confirmed orders.
Customers are encouraged to place orders carefully and contact us as soon as possible if a change is required.
10 Refund Processing
Approved refunds will be processed as soon as reasonably possible.
The time required for funds to appear in the customer's account depends on the payment provider, bank or card issuer.
Samui Florist is not responsible for delays caused by third-party financial institutions.
11 Contact Us About a Refund
For cancellation requests, refund inquiries or problems with an order, please contact Samui Florist.
Samui Florist Shop
162/117 Moo 2, Bophut, Koh Samui,
Surat Thani 84320, Thailand
WhatsApp: +66 6601 69999
LINE ID: @samuiflorist
Email: samuiflorist@gmail.com
Please include:
- Your order details
- The reason for your request
- Photographs of the delivered flowers, where applicable
We will review each request fairly and work with you to find a reasonable solution.
