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

Due to the bespoke nature of our sourcing process, orders are prepared specifically for each customer. As such, cancellations or amendments are only permitted prior to the commencement of sourcing.

Cancellation Deadline

To receive a full refund or account credit, cancellations must be made before midnight on the day of order

After this deadlines, orders will have entered the sourcing process and are therefore non-refundable and cannot be amended.


How To Cancel An Order

Guest Checkout Customers

If you placed your order as a guest, you must email customerservices@wholesaleflowersdirect.uk before the applicable cut-off time. Please include your order number to avoid delays.

Account Holders

If you have an account, you can cancel your order directly via your account dashboard:

  1. Log in to your account
  2. Navigate to Order History
  3. Select the relevant order
  4. If within the cut-off period, you will have the option to cancel the order
  5. Choose either a refund or account credit


How To Amend An Order

Due to system and sourcing constraints, amendments cannot be made directly to an existing order. Instead, the order must be cancelled and replaced.

Guest Checkout Customers
Please email customerservices@wholesaleflowersdirect.uk before the cut-off time with your amendment request. Our team will assist where possible.

Account Holders

  1. Log in to your account
  2. Navigate to Order History
  3. Select the relevant order
  4. Cancel the order within the cut-off period and select account credit
  5. Place a new order with your updated requirements

Your account credit will be automatically applied at checkout.


2. How to Report an Issue

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

Please email: customerservices@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
  • Failure to order enough flowers or foliage ( we advise ordering at least 10% extra)
  • 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