Refund policy

At ThaiFusion Botanica, we take great care in preparing and packaging every plant for shipment. Due to the perishable nature of live plants, we do not accept returns once an order has been shipped. However, we are committed to resolving issues if eligible plants arrive dead on arrival (DOA) or with severe transit damage.

Wrong Item Received

If you receive an incorrect item, please contact us within 7 days of delivery and include your order number together with clear photographs of the item received. Once verified, we will provide instructions for returning the incorrect item (if required) and will send the correct product or issue a full refund.

Dead on Arrival (DOA)

If your plant arrives dead on arrival (DOA) or with severe transit damage, please contact us within 24 hours of confirmed delivery.

To help us assess your claim, please provide:

  • A clear, unedited unboxing video showing the package being opened
  • Photos of the affected plant(s)
  • Your order number

Claims submitted after this period may not be eligible for a replacement or refund.

Please note that we cannot be responsible for plant decline resulting from improper care, acclimatization, environmental conditions, or handling after delivery.

Replacement Policy

If your claim is approved, we may offer a replacement plant of the same variety, subject to availability.

  • Replacement plants are provided at no additional cost.
  • Shipping charges for replacement orders are the responsibility of the customer.

Refund Policy

Where a replacement is not appropriate or available, we may issue a partial or full refund for the affected plant(s), depending on the circumstances.

Please note:

  • Refunds apply only to the purchase price of the affected plant(s).
  • Original shipping charges are non-refundable.

Refund Processing

Approved refunds are issued to the original payment method used for the purchase. Depending on your payment provider or financial institution, it may take approximately 5–10 business days after approval for the refund to appear in your account.

Lost, Delayed & Customs-Related Shipments

Once an order has been handed to the shipping carrier, delivery is the responsibility of the carrier.

If a shipment is held by customs for more than 2 business days, customers should contact the customs office directly using the tracking number provided in your shipping confirmation email. Customs authorities may also require additional documentation or import permits before releasing the shipment.

While we will do our best to assist wherever possible, we cannot guarantee refunds or replacements for shipments that are lost, delayed, refused, abandoned, or seized due to customs requirements, import restrictions, or actions taken by the shipping carrier.

Returns & Exchanges

Because we sell live plants and perishable products:

  • Returns are not accepted after shipment.
  • Routine exchanges are not available.
  • Approved DOA claims may qualify for a replacement as described above.

Contact Us

If you have questions regarding this policy, please contact us at:

Email: support@thaifusionbotanica.com

or submit an enquiry through our Contact Us page.