At Vlaxyronez we want you to be satisfied with your flower orders. Because flowers are perishable and often made to order or delivered as gifts, our return and refund policy differs from that for non-perishable goods. This Return Policy explains in detail your rights and our procedures when you are not satisfied with a bouquet, arrangement or flower subscription delivery, when you wish to cancel an order, or when delivery has failed or gone wrong. It applies in addition to our Terms of Use and should be read together with them. If you have any questions, please contact us using the details at the end of this policy.
1. Nature of Our Products
Our products are fresh flowers and bouquets. They are perishable: they have a limited lifespan and cannot be resold or reused once they have been delivered and displayed. For this reason, we generally do not accept returns of flowers in the same way as non-perishable goods. We also create many of our bouquets and arrangements to order or to your specifications, including custom colours and styles for events such as weddings, which means that each order is prepared specifically for you or your chosen recipient. Nevertheless, we are committed to dealing fairly and promptly with any concerns you have about the quality, condition or delivery of your order, and we will work with you to find a suitable solution (e.g. replacement, partial refund or full refund) where appropriate under this policy and the law.
2. Quality and Condition on Delivery
We take care to ensure that every bouquet and arrangement we send out meets our quality standards. Flowers are prepared as close as possible to the delivery date so they arrive in fresh, presentable condition. We use quality stems and appropriate packaging to protect them in transit. Despite our best efforts, flowers can sometimes be affected by factors outside our control; we will always consider each case on its merits.
2.1 When to Contact Us and What We Will Do
If you or the recipient receive flowers that are clearly damaged, wilted beyond normal variation, or not as described (e.g. wrong type of arrangement or significant missing elements), please contact us as soon as possible, ideally within 24 hours of delivery, and where possible provide a photograph. We will review the information and may offer a replacement delivery at no extra cost, a partial refund, or a full refund depending on the circumstances. In the case of perishable goods we often do not require you to return the flowers physically. Our ability to offer a remedy may be limited if we are notified long after delivery or if the flowers have not been cared for in accordance with basic care instructions (e.g. kept in water, out of direct sunlight and heat). We will always act in good faith and in line with your statutory rights where applicable.
2.2 Normal Variation in Flowers
Flowers are natural products and may vary in size, colour intensity and exact variety from the images on our website. Slight variation does not entitle you to a refund unless the product is not of satisfactory quality or not as described in a material way. If you have specific requirements (e.g. for an event or allergy), please let us know at the time of ordering.
3. Wrong or Failed Delivery
If we deliver the wrong bouquet or arrangement, or if the delivery did not take place (e.g. courier error or incorrect address provided), please contact us promptly so we can put things right.
3.1 When We Are at Fault
Where the error is on our side, we will work with our delivery partner to rectify the issue. We may arrange a replacement delivery at no extra cost, or offer a full refund including any delivery charge you paid. We will aim to resolve the matter as quickly as possible.
3.2 When the Address or Instructions Are Incorrect or Incomplete
If the delivery failed because the address or delivery instructions you provided were incorrect, incomplete or inaccessible, we may not be able to offer a refund for the cost of the flowers. We will work with you to see if a redelivery is possible (possibly at an additional cost) where feasible. Each case will be considered on its merits.
4. Cancellations by You
You may wish to cancel an order or a subscription for various reasons. Our approach depends on whether the order is a one-off purchase or a subscription, and on the stage the order has reached.
4.1 One-Off Bouquet or Arrangement Orders
If you wish to cancel an order for a one-off bouquet or arrangement, please contact us as soon as possible. If we have not yet started preparing your order, we will cancel it and refund any payment you have made in full. If we have already prepared the order or it has been dispatched, we may not be able to cancel it; in that case we may offer a refund only in exceptional circumstances. You may also have a right to cancel under the Consumer Contracts Regulations within a short period after placing the order; for perishable goods that right may not apply once we have begun supply. If you are unsure, contact us and we will explain the position.
4.2 Flower Subscriptions
You may cancel or pause your flower subscription at any time by contacting us. The cancellation or pause will take effect from the next billing or delivery cycle unless we agree a different date. We do not refund subscription fees for deliveries that have already been made, or for the current period once the flowers for that period have been dispatched. If you pause your subscription, we will not take payment or make deliveries during the pause period.
5. Cancellations by Us
We reserve the right to cancel an order in circumstances such as: inability to source the flowers; error in pricing or product information; suspected fraud or unauthorised use of a payment method; or your breach of our Terms of Use. If we cancel your order after you have paid, we will refund the full amount paid for the cancelled order using the same payment method. We are not liable for any indirect losses (e.g. disappointment or inconvenience) arising from such cancellation, except where required by law.
6. Refunds
Where we agree to a refund (whether in full or in part), we will process it as set out below.
6.1 Method and Timing of Refunds
We will normally process the refund using the same payment method you used for the order. Refunds are typically processed within 5 to 10 working days of our agreeing to the refund. The time for the amount to appear in your account may depend on your bank or card issuer. If you have not received the refund within a reasonable time, please contact us and we will investigate.
6.2 Delivery Charges
We do not refund delivery charges where the delivery was successful and the product was as described and of satisfactory quality. We may refund or waive delivery charges where we are at fault (e.g. wrong item delivered, significant quality issue, or we had to cancel the order).
6.3 Refunds for Subscription Deliveries
Refunds for individual subscription deliveries will be considered on a case-by-case basis where there was a clear fault on our part. We do not refund subscription fees for deliveries that were successfully made and were of satisfactory quality, or for the current period once the flowers have been dispatched.
7. Your Statutory Rights
This policy does not affect your statutory rights as a consumer in the United Kingdom. If you are a consumer, you have rights under the Consumer Rights Act 2015 and other applicable law. In particular, goods must be of satisfactory quality, as described and fit for purpose. If they are not, you may be entitled to a repair, replacement or refund depending on the circumstances. Because flowers are perishable, the practical application of these rights is subject to the nature of the product and the timing of your complaint. We will always consider your concerns in line with both this policy and the law, and we will not seek to exclude or limit your statutory rights where the law does not permit us to do so.
8. Gift Orders
If you have ordered flowers as a gift and the recipient reports a problem, please ask them to contact us directly, or contact us on their behalf with their consent and the relevant details (e.g. order reference, delivery address, description of the issue). We will apply the same principles set out in this policy: we will look into the issue and, where appropriate, offer a replacement delivery, a partial refund or a full refund. The refund will normally be made to the original payer unless we agree otherwise.
9. Complaints Procedure
If you are not satisfied with our response to a complaint or request for a refund, you may ask us to escalate the matter. We will endeavour to respond to escalated complaints within a reasonable time. If you are a consumer and we cannot resolve the dispute, you may have the right to refer the matter to an alternative dispute resolution scheme or to bring a claim in the courts. Your statutory rights are not affected by this policy.
10. How to Contact Us
To report a problem, request a return or refund, or ask any question about this Return Policy, please contact us at: Vlaxyronez, 158 Long Ln, London SE1 4BS, United Kingdom. Telephone: +442074071666. You can also use the contact form on our website at vlaxyronez.ddd. We will respond as quickly as we can (typically within one or two working days) and will work with you to resolve any issue fairly and in accordance with this policy and the law.