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Refund policy

Return & Refund Policy

At Pulteney Bridge Flowers, we strive to provide you with the freshest, most beautiful flowers and exceptional service. We understand that sometimes things don't go as planned, and we're here to help.

Fresh Flower Returns:

  • Due to the perishable nature of fresh flowers, we generally do not accept returns.
  • However, we are committed to your satisfaction. If you are unhappy with the quality of your flowers upon arrival, please contact us within 24 hours of delivery, with clear photos of the issue.
  • We will assess the situation and, if the flowers are deemed to be of unsatisfactory quality due to our error, we will offer a replacement or a partial/full refund.

Non-Floral Items (Vases, Gifts, etc.):

  • For non-floral items such as vases, gifts, or other merchandise, we accept returns within 14 days of delivery, provided the items are unused and in their original packaging.
  • You are responsible for the return shipping costs, unless the return is due to our error (e.g., incorrect item or damaged item).
  • Once we receive the returned items and verify their condition, we will process your refund within 7 - 10 business days.

Refunds:

  • Refunds will be issued to the original payment method used for the purchase.
  • Refunds for damaged or incorrect items will include the original delivery charges.
  • Refunds for non-floral items returned due to change of mind will not include the original delivery charges.

Damaged or Incorrect Orders:

  • If your order arrives damaged or is incorrect, please contact us immediately with photos of the issue.
  • We will arrange for a replacement or a full refund, including delivery charges.

Cancellation Policy:

  • For same-day deliveries, cancellations must be made within 3 hours of placing the order.
  • Once the flowers have been arranged and dispatched, cancellations are not possible.

Special Occasion Orders (Valentine's Day, Mother's Day, etc.):

  • Due to the high volume of orders during special occasions, our cancellation and refund policies may vary. Please contact us for specific details.

How to Contact Us:

  • To initiate a return, refund, or cancellation, please contact us at info@pulteneybridgeflowers.co.uk
  • Please provide your order number and clear photos (if applicable) to expedite the process.