Refund policy

Fresh flowers and personalised tributes

Fresh flowers are perishable and can deteriorate quickly. The usual 14-day change-of-mind cancellation right for online goods does not apply to perishable flowers or genuinely personalised goods. This does not affect your rights if goods are faulty, damaged, not as described or supplied incorrectly.

Changing or cancelling a flower order

Please contact us as soon as possible if you need to change or cancel an order. We will explain what is possible based on the preparation and delivery stage. Where no statutory cancellation right applies, a requested change or cancellation is only confirmed when our team has agreed it with you. You do not need our agreement to exercise a statutory cancellation right. Please do not return fresh flowers without contacting us first.

Quality, damage and delivery problems

Please let us know promptly so we can investigate while the flowers’ condition and delivery details are clear. We will arrange an appropriate remedy, which may include replacement flowers, a price reduction or a refund, according to the circumstances and your legal rights. We do not impose an arbitrary reporting deadline that removes those rights. The expected natural lifespan of fresh flowers is relevant when assessing a concern.

If delivery by an agreed date is essential, including for a funeral or wedding, tell us before ordering. Where we fail to meet an essential delivery commitment, your statutory cancellation and refund rights apply.

Other goods and memberships

For eligible non-perishable, non-personalised goods bought online, tell us within 14 days of receiving them if you wish to cancel, then return them within a further 14 days. Contact us for return instructions. You pay the direct return postage for a change-of-mind return; we cover reasonable return costs for faulty or incorrectly supplied goods. We may deduct for handling beyond what is necessary to inspect an item.

For eligible goods cancelled under these rights, we refund the purchase and the least expensive standard delivery originally offered. Refunds are made within 14 days of receiving the goods back or receiving evidence that they have been returned, whichever is earlier. Any applicable statutory exceptions remain in place.

Infinity Pass is a one-off 12-month membership, not an automatically renewing subscription. Contact us within 14 days of purchase if you wish to exercise a statutory cancellation right. Any treatment of benefits already used will follow applicable consumer law and any valid express request for early service commencement. The fresh-flower exception does not automatically remove membership cancellation rights.

Refund method and your rights

Approved refunds are returned to the original payment method. Your bank or payment provider may take additional time to display them. Nothing in this policy limits your statutory consumer rights.

Van Arthur, 67–69 Station Road, North Harrow, HA2 7SR.