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Return & Refund

Return & Refund Policy

Freshness Guarantee

We take great pride in delivering the freshest, highest-quality flowers. If you are not satisfied with the condition of your arrangement upon arrival, please contact us within 24 hours of delivery. Because fresh flowers are perishable, timely communication helps us resolve any issues quickly.

Eligibility for Replacement or Refund

Damaged or Poor-Quality Flowers

If your order arrives wilted, damaged, or significantly different from what was advertised:

  • Email us at support@thepetals.co.uk within 24 hours of delivery.

  • Include your order number and photos of the arrangement.

Once verified, we will offer one of the following at your choice:

  • Free replacement delivery

  • Store credit

  • Full or partial refund, depending on the issue

Incorrect Items Delivered

If the wrong product was delivered, we will reship the correct item at no additional cost, or issue a refund if the correct item is no longer available.

Non-Returnable Items

Due to their perishable nature, fresh flowers cannot be returned. However, we are committed to resolving any concerns in a fair and timely manner.

Cancellations

Before Delivery

  • Orders may be canceled at least 24 hours before the scheduled delivery time for a full refund.

  • Same-day or next-day orders cannot be canceled once the arrangement has been prepared.

After Delivery

Once an order has been delivered, it cannot be canceled or refunded unless there is a quality issue covered above.

Failed Delivery Attempts

If a delivery cannot be completed due to an incorrect address, recipient unavailability, or refusal of the order, we cannot offer a refund. However, we will attempt redelivery when possible (additional fees may apply).

Substitutions Policy

To maintain freshness and ensure timely delivery, substitutions may occasionally be necessary. Any substituted items will be of equal or greater value and maintain the overall style of the arrangement.

How to Contact Us

If you have concerns about your order, please reach out:
📧 support@thepetals.co.uk