Returns Policy

Last Updated: 7th November 2025

At ThaiFlora, we take great care to hand-select, pack, and ship healthy plants to our customers worldwide. Since we deal with live plants and international phytosanitary regulations, our return and replacement process is structured to ensure fairness and transparency.

1. No Physical Returns

Due to the nature of live plants and international export laws, we cannot accept physical returns once plants have been shipped.
This includes shipments held by customs or returned due to incomplete import documents.

2. Replacement Eligibility

We offer replacement or partial refund only if:

• Plants arrive dead on arrival (DOA) or severely damaged
• Wrong plant variety is received
• The issue is reported within 24 hours of delivery
• Proof is provided (see below)

3. Proof Required

To process a replacement request, the following must be provided via email/WhatsApp:

• Clear photos of the plant(s) received
• Unboxing video starting before the package is opened (recommended)
• Order number and delivery date

This helps us verify and improve packaging/shipping quality.

4. Conditions Not Covered

The following are not eligible for replacement:

• Delays caused by customs, weather, or courier handling
• Plant shock due to climate or transplant stress
• Failure to follow after-care instructions
• Incorrect import permits or clearance issues from the buyer’s side

Once the shipment leaves Thailand with valid phytosanitary certification, responsibility for clearance lies with the buyer/importer.

5. Replacement or Refund Options

If your claim is accepted, we may offer:

• Free replacement in your next order, or
• Partial refund based on the plant value

Shipping costs are non-refundable.

6. Cancellations

Orders can be canceled only before processing and preparation begins.
If plants are already prepared or documentation has begun, a cancellation fee may apply.

7. Contact for Support

To request support or submit a replacement claim:

Email: support@thaiflora.com
Phone: +66839782177 
Location: THE THAIFLORA CO., LTD. 32/636 PRACHA UTHIT RD. THUNG KHRU SUBDISTRICT, THUNG KHRU DISTRICT BANGKOK 10140 THAILAND

We aim to respond within 24–48 hours.

8. Our Promise

We treat every plant with care and ensure professional packaging and export documentation.
Your trust means everything to us — and we are committed to delivering healthy, high-quality plants every time.