Refund Policy

1. Introduction

At GRIFFIN PLANTS, we take care when presenting our selection of fresh cut flowers. We understand that flower quality, colour and condition matter, especially when you are ordering flowers for a particular occasion.

This policy explains the circumstances in which refunds may be available and how to contact us if something is not right with your order.

Nothing in this policy affects your statutory rights as a consumer under UK law.

2. Fresh Flower Products

Fresh cut flowers are perishable natural products. Their appearance can vary slightly depending on the variety, growing conditions, season and stage of development.

Minor differences in shade, shape, stem length or bloom size may occur between individual flowers. These natural variations do not necessarily mean that an item is faulty or incorrectly supplied.

Because fresh flowers are perishable and may deteriorate over time, the usual 14-day cancellation right for online purchases does not generally apply to goods that are liable to deteriorate or expire rapidly.

This exception does not remove your rights if flowers arrive damaged, are faulty, are materially different from their description or are not what you ordered.

3. Damaged or Incorrect Items

If your order arrives damaged, contains the wrong flowers or has a significant issue, please contact us as soon as reasonably possible.

To help us understand the problem, please provide:

• Your order number.
• A brief description of the issue.
• Clear photographs of the flowers and packaging, where possible.
• The name of the affected flower variety, if applicable.

We will review the information and discuss an appropriate solution. Depending on the circumstances, this may include a refund, replacement or another suitable arrangement.

4. Product Quality Concerns

We aim to supply flowers that are consistent with the product information shown on our website. If you believe your flowers do not meet the description or are not of satisfactory quality, please let us know.

We will consider the nature of the issue, the condition of the flowers on arrival and any supporting photographs or information you provide.

Natural differences between individual blooms are to be expected, but this does not affect your rights where a product has a genuine fault or does not match its description.

5. Order Cancellations

If you need to cancel an order, please contact us as soon as possible and provide your order number.

We will check whether the order has already been prepared, dispatched or otherwise processed.

Where an order can still be cancelled, we will confirm the cancellation and arrange any refund due.

Fresh flowers are perishable goods and may be exempt from the usual 14-day cancellation right once a purchase contract has been made. This does not affect any separate rights you may have where goods are faulty or not as described.

Where a statutory cancellation right does apply to an item or circumstance, we will respect the applicable legal requirements.

6. Refund Eligibility

A refund may be appropriate in circumstances such as:

• Flowers arrive damaged or in an unsuitable condition.
• You receive a different product from the one ordered.
• An item is materially different from its website description.
• An order is cancelled successfully before fulfilment, where a refund is due.
• A refund is required under applicable consumer law.

Each request is considered based on the circumstances and your statutory rights. We do not automatically refuse requests simply because the product is a fresh or perishable item.

7. How to Request a Refund

If you would like us to review a refund request, please contact our customer service team with the relevant details.

Please include the following information:

• Your full name.
• Your order number.
• The flower products concerned.
• A description of the reason for your request.
• Photographs or other supporting information, where relevant.

We aim to acknowledge refund enquiries within 2 working days. We will normally provide an initial assessment or request any further information within 5 working days of receiving the details needed to review the matter.

If further investigation is necessary, we will keep you informed of the progress.

8. Refund Processing Time

Once a refund has been approved, we will arrange for it to be returned to the original payment method.

Working days exclude weekends and UK public holidays. The estimated arrival period begins once the refund has been submitted by us.

Some banks and payment providers may take longer to display the refunded amount. If the refund has not appeared after 10 working days from confirmation that it was processed, please contact your payment provider first. You can also get in touch with us so we can help check the transaction.

9. How Refunds Are Made

Approved refunds are normally issued to the original payment method used for the order.

This helps ensure that the refund is returned to the correct payment account and can be matched with the original transaction.

If your original payment method has expired, been replaced or is no longer available, please contact us. We will review the available options in line with the payment provider’s procedures and applicable requirements.

10. Delivery Charges

Where a refund is due because an order is faulty, incorrect or otherwise does not meet your statutory rights, any delivery charges that must be refunded under applicable law will be included.

For other cancellation or refund situations, the treatment of delivery charges will depend on the reason for the refund and the relevant consumer rules.

We will explain any applicable delivery charge adjustment when confirming your refund.

11. Your Consumer Rights

This policy is intended to explain our usual refund arrangements and does not replace your legal rights.

Under the Consumer Rights Act 2015, goods must meet the relevant requirements relating to satisfactory quality, fitness for purpose and description.

Where goods do not meet these requirements, you may be entitled to remedies under consumer law. The remedy available will depend on the circumstances and the applicable legal provisions.

The usual 14-day right to cancel certain online purchases does not apply to goods liable to deteriorate or expire rapidly, such as fresh cut flowers. Other statutory protections remain unaffected.

12. Contact Us

If you have a question about a refund, need help with an order or would like to report a problem with your flowers, please contact us.

When contacting us, including your order number will help us locate your purchase and respond more efficiently.

We appreciate the opportunity to look into any concerns and help find a suitable solution.