Wholesale Flowers Direct (a trading name of Wholesale Flowers Nationwide Ltd)

1. Introduction

These Terms and Conditions govern all sales of fresh cut flowers and foliage ("Products") by Wholesale Flowers Direct ("we", "us", "our"). By placing an order with us, you ("Customer") agree to be bound by these terms. Due to the perishable nature of fresh flowers and foliage, enhanced protections apply to prevent refund abuse and ensure fair trading.

Different clauses apply depending on whether you are a Consumer or a Business Customer.

1.1 Definitions

• Consumer – an individual purchasing for personal use.
• Business Customer – any party purchasing for resale, commercial use, or onward supply.
• Products – includes fresh cut flowers, foliage, fillers and all botanical materials supplied by us.

2. Information About Us

Wholesale Flowers Nationwide Ltd
Company No. 09102211
Registered office: The Old Court House, 26a Church Street, Bishop’s Stortford, Hertfordshire, CM23 2LY
Email: customerservices@wholesaleflowersdirect.uk

Tel: 01279 744 087

3. Contract Formation

• A contract forms only when we send an order acceptance email.
• We may refuse orders for any reason, including stock issues or pricing errors.
• We only supply Products within the United Kingdom.

4. Product Information & Quality

Products are natural items subject to seasonal, colour and size variations. Images on our website are illustrative only. Variations are not grounds for a refund or complaint.

• Products may be supplied in tight bud to maximise vase life.
• Customers are responsible for correct conditioning, hydration and storage.
• We accept no liability for Products opening too slowly, too quickly, or not at all.
• Quality grades (A1, A2, B1, B2) are clearly stated; selecting the wrong grade does not qualify for a refund.

5. Customer Order Changes

Due to the bespoke sourcing process, cancellations or amendments are permitted only before sourcing begins (3 days before delivery).

Cancellation Deadlines

• Wednesday delivery → cancel before midnight Sunday
• Thursday delivery → cancel before midnight Monday
• Friday delivery → cancel before midnight Tuesday
• Saturday delivery → cancel before midnight Wednesday

After these times, the order is fully non-refundable.

6. Our Right to Make Changes

• We may adjust Products to comply with law, supply conditions or market variations.
• If identical stock is unavailable, we may substitute with similar or superior items.

7. Delivery

• Delivery charges are shown at checkout.
• Delivery dates are not guaranteed.
• Courier delays, weather issues, customs delays or operational issues do not entitle you to refunds or compensation.
• If you are not available, parcels may be left in a safe place or at a depot. Risk transfers at the first delivery attempt.
• Deterioration due to delayed collection is not our responsibility.

Deliveries to Venues, Hotels & Business Addresses

Deliveries may be left at reception or a central point. Risk transfers upon drop-off. We are not responsible for internal distribution or losses caused by third parties.

8. No Cooling-Off Period (Perishable Goods)

Under the Consumer Contracts Regulations 2013, the 14-day cooling-off period does not apply to perishable goods that deteriorate rapidly, including fresh flowers, foliage and similar botanical products. Therefore, once sourcing or dispatch has begun, orders cannot be cancelled.

9. Complaints & Fault Reporting

All issues must be reported within 24 hours of delivery.

Please email us with:

• Your order number
• A description of the issue
• Clear photographic evidence

Required Evidence

• Outer packaging
• The full bunches laid out
• Close-ups of affected stems
• Evidence of quantities affected

We may request video evidence or return of goods.

What Is Not Considered a Fault

• Colour and size variations
• Tight or slow-opening buds
• Products opening too fast
• Slight bruising or cosmetic imperfections
• Breakages up to 10% per bunch (industry standard)
• Deterioration caused by incorrect handling, storage or delayed collection

Our Remedies (at Our Sole Discretion)

• A store credit
• A partial refund
• A replacement (subject to timing and availability)

10. Public Statements, Defamation & Reputational Harm

Customers are reminded that while honest and fair reviews are permitted under UK law, the publication of false, misleading, malicious or grossly exaggerated statements regarding our products, services, or staff is unlawful and may constitute defamation, malicious falsehood, or injurious falsehood.

To ensure fair dealing, customers agree:

1. To raise any complaint directly with us and in good faith using our official complaints process before publishing any public statement about the matter.
2. Not to publish any content that is knowingly false, misleading, incomplete, or presented in a manner designed to cause reputational damage.
3. Not to use the threat of negative reviews as leverage to obtain refunds, discounts, replacements, or other benefits to which they are not lawfully entitled.

Where a customer publishes a statement that is false, fabricated, misleading or intentionally harmful, we reserve the right to:

• Seek the immediate removal of the defamatory content;
• Recover financial losses suffered as a direct result;
• Claim damages for reputational harm;
• Recover legal costs incurred in managing the matter;
• Take any further appropriate legal action.

We actively monitor major review platforms and treat defamatory reviews as a serious matter. We will respond decisively to protect our reputation, goodwill, and commercial interests.

Nothing in this clause prevents customers from posting accurate, honest and lawful reviews based on their genuine experience. This clause applies solely to customers who publish false, malicious or harmful statements.

11. Price & Payment

• Prices include VAT.
• Payment must be completed before dispatch.
• Obvious pricing errors may result in cancellation and refund.

12. Liability (Consumers)

• We are not responsible for deterioration caused by handling, storage or timing issues.
• We do not compensate for event failure, missed deadlines or indirect losses.

13. Liability (Business Customers)

• All implied warranties are excluded as permitted by law.
• We are not liable for loss of profit, business interruption or consequential loss.
• Total liability is capped at the value of the goods supplied.

14. Events Outside Our Control

We are not liable for delays caused by weather, strikes, courier failure, customs, pandemics or any events beyond our reasonable control.

15. Data Protection

We use your data only to process your order, provide customer service, and comply with legal obligations.

16. Termination

We may cancel orders or refuse service in cases of abusive behaviour, fraud, unreasonable demands, or operational impracticality.

17. Governing Law

These terms are governed by English law. Any disputes shall be handled exclusively by the courts of England and Wales.