Refund & Complaints Policy

Due to the highly perishable nature of fresh cut flowers, we operate a strict Refund & Complaints Policy to ensure fairness while protecting against misuse. By placing an order you agree to the terms below.

Fresh cut flowers are exempt from the standard 14-day cooling-off period under the Consumer Contracts Regulations 2013 because they are goods which are liable to deteriorate or expire rapidly. As a result, returns or cancellations are not available once the sourcing process has begun.


1. Cancelling Your Order Before Dispatch

You may request cancellation only before our sourcing process begins. Sourcing usually begins 3 days before your chosen delivery date. After this point, your flowers have been sourced, cut and prepared specifically for your order and cannot be cancelled or refunded.

Cancellation deadlines based on delivery date:

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


2. How to Report an Issue

Because flowers deteriorate quickly, all issues must be reported within 24 hours of delivery.

Please email: hello@wholesaleflowersdirect.uk with:

  • Your order number
  • A clear description of the issue
  • Photographic evidence as described below


3. Evidence Requirements

To prevent fraudulent or exaggerated claims, we require clear photographic evidence, including:

  • Outer packaging (unopened where possible)
  • The full bunches laid out
  • Close-up photos of all affected stems
  • Images that show the numbers/quantities affected

We may also request a short video of the flowers and/or the return of all or part of the order for inspection. Failure to provide sufficient evidence may result in the claim being rejected.


4. What Is Not Considered a Fault

The following are normal characteristics of fresh cut wholesale flowers and are not treated as faults:

  • Natural colour variations
  • Slight differences from website images
  • Flowers delivered in tight bud
  • Flowers opening more slowly or more quickly than expected
  • Minor petal blemishes, bruising or cosmetic imperfections
  • Industry-standard breakages of up to 10% per bunch
  • Deterioration caused by incorrect storage, conditioning, or handling after delivery
  • Damage or deterioration caused by delayed collection after a courier delivery attempt


5. Breakages Policy

A breakage allowance of up to 10% per bunch is standard within the flower industry and does not qualify for a refund or replacement.

If breakages are significantly above this level and suitable evidence is provided, we will assess the claim in line with this policy.


6. Remedies for Valid Complaints

Where a genuine fault is confirmed, remedies are offered at our sole discretion. Possible remedies include:

  • A store credit for use against a future order
  • A partial refund
  • A replacement product (subject to availability and timing)

We do not offer compensation for:

  • Event or wedding failures or disruption
  • Third-party florist or styling costs
  • Loss of profit, loss of opportunity or reputational damage
  • Inconvenience, stress or similar non-financial loss


7. Non-Returnable Situations

No refunds or exchanges will be offered where:

  • Flowers have been used, conditioned, unwrapped or placed in water
  • Flowers have been mixed with other stock or arrangements
  • Flowers have been stored incorrectly or not conditioned promptly upon arrival
  • Flowers have been left outside, with a neighbour, or at a depot following a missed delivery and then deteriorate
  • Delivery was made to a venue, hotel or reception and the goods were then mislaid or mishandled internally


8. Final Decision

After reviewing all evidence, our decision on a complaint is final. We reserve the right to refuse refunds or credits where claims show signs of misuse, exaggeration or unreasonable expectations.


Please read our Terms & Conditions for full details