Refunds Policy

Refunds & Returns Policy

Overview

At FlowerSuppliers.co.uk, we adhere to the guidelines set out by The Distance Selling Act and the Consumer Contracts Regulations. Please note, due to their perishable nature, cut flowers and foliage are not eligible for returns. However, you may return non-perishable items such as floral sundries and accessories by following the steps outlined below.

Returns Procedure (non-perishable)

1. Initiate Your Return: Contact our office within 7 days of receiving your items to start the return process.

2. Condition of Items: Ensure that the items are unused, in their original packaging, and in a condition suitable for resale.

3. Packing and Documentation: Securely pack the items in their original packaging. Include the returns note provided by our team upon approval of your return request, to ensure your return is processed efficiently.

4. Shipping: Return the items at your own expense within 14 days. The items must be adequately insured during the return journey. Please note, our contracted delivery service does not offer collection for returns unless specifically arranged.

5. Receiving Your Refund: Once we receive the returned items in their original unused condition, we will process a full refund equal to the value of the goods.

Damaged Items

Please note, floral sundries and accessories that are received damaged are not eligible for a refund or exchange. The responsibility for returning damaged goods lies with you, and the original shipping cost is non-refundable.

Exchanges

If you wish to exchange an item, please follow the return steps mentioned above and specify 'Exchange' on the Returns Note. Our team will contact you to facilitate the exchange once we receive the returned items.

Substitutions

If a substitution is made to your order and it’s not to your satisfaction, you are responsible for returning the substituted item(s) for an exchange or refund, provided you were unreachable at the time of dispatch.

Cancellations

- Fresh Flowers and Foliage: These orders cannot be cancelled or refunded once the sourcing process has started due to their perishable nature.

- Floral Sundries: You may cancel these orders provided they have not yet been dispatched. Cancellations must be made over the phone.

Quality and Claims

Our flowers are sourced specifically for your order to ensure freshness. Should you encounter any quality issues, claims must be reported within 24 hours of delivery. Please note, no claims for compensation due to natural variances or customer handling errors will be accepted.

Breakages

Breakages can occur with wholesale cut flowers; it is advisable to order slightly more than needed. If you experience breakages, follow our claims procedure to request a credit.

Claims Procedure

We aim to resolve any issues swiftly and efficiently, with focus on an outcome that is satisfactory to both parties.

We can only process claims if the following procedure is adhered to:

• Email clear images, to include a close up of the problem(s) and of the entire bunch of flowers, on the same day as receipt of the delivery.
• Include your order number, along with the problem(s) and how many stems are affected in the bunch.
• Email address: contact@flowersuppliers.co.uk
• Any claims made after 24 hours of receipt of delivery will unfortunately not be accepted.
• Upon receipt of your return, we will either issue a credit for the value of the goods or send a replacement, depending on your preference and our stock availability.
• We strive to resolve all claims swiftly and fairly, typically within 48 hours of receiving a complaint. However, please note that during peak periods, this process may take slightly longer.
• Please be aware that we do not accept claims for compensation.
• Once a refund has been approved and processed, please allow 5 to 10 working days for the funds to be credited back to your bank account.

Thank you for choosing FlowerSuppliers.co.uk. We are committed to providing you with quality products and excellent customer service.

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