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Refund policy

Refund & Returns Policy

Last updated: September 2026

This policy applies to consumer purchases made through The Flower Connection online store.

Nothing in this policy affects your statutory rights.

Change of Mind – Non-Perishable Goods

For eligible non-perishable goods purchased online, you have the statutory right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving the goods. If an order is delivered in separate deliveries, the cancellation period generally runs from receipt of the final item.

Once you have notified us that you wish to cancel, you must return the goods to us within 14 days.

To cancel an order or request a return, contact:

shopifyorders@theflowerconnection.co.uk

Returns should be sent to:

The Flower Connection Limited
Yorkshire Produce Centre
Pontefract Lane
Leeds
LS9 0PX
United Kingdom

For change-of-mind returns, you are responsible for the direct cost of returning the goods to us.

We recommend using an appropriate tracked delivery service.

Condition of Returned Goods

You may inspect and handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way that you would reasonably be able to examine them in a shop.

If the value of returned goods has been reduced because they have been handled beyond what is reasonably necessary, we may make an appropriate deduction from the refund to reflect that reduction in value.

You do not lose your statutory cancellation rights solely because the original packaging has been opened or is no longer available.

Refunds Following a Change-of-Mind Cancellation

Where you validly exercise your statutory right to cancel, we will refund the price paid for the goods.

Where required by law, we will also refund the cost of our least expensive standard delivery service offered for the order.

If you selected a more expensive delivery service, such as express or premium delivery, we are not required to refund the additional cost above our standard delivery charge.

We may withhold a refund until:

  • we have received the returned goods; or
  • you provide evidence that you have returned the goods,

whichever occurs first.

Refunds will be made without undue delay and, where applicable, no later than 14 days after we receive the returned goods or evidence that they have been returned.

Refunds will normally be made using the same payment method used for the original purchase.

Perishable Goods

The statutory 14-day change-of-mind cancellation right does not apply to goods which are liable to deteriorate or expire rapidly.

This includes fresh flowers and may include other products depending on their nature and expected lifespan.

We therefore do not accept change-of-mind returns for goods which fall within this statutory exemption.

This does not affect your statutory rights where goods are faulty, damaged, not as described or otherwise fail to meet the standards required by law.

Because the condition of perishable goods can change rapidly, we ask that any quality, damage, shortage or delivery issue relating to perishable goods is reported to us within 24 hours of delivery wherever reasonably possible.

Please provide your order number together with photographs of the goods and packaging where appropriate.

The requested 24-hour notification period does not remove or restrict any statutory rights you may have.

Faulty, Damaged or Incorrect Goods

Goods supplied by The Flower Connection must meet the standards required by UK consumer law, including being:

  • of satisfactory quality;
  • fit for purpose; and
  • as described.

If an item is faulty, damaged, not as described or you receive an incorrect item, please contact us at:

shopifyorders@theflowerconnection.co.uk

Please provide your order number and details of the problem. We may ask you to provide photographs of the goods and packaging where reasonably necessary to investigate the issue.

For most non-perishable goods, consumers normally have a statutory short-term right to reject faulty goods within 30 days.

For goods which can reasonably be expected to perish within a shorter period, the statutory short-term right to reject may also be limited to that shorter period.

The statutory right to reject faulty goods is separate from the 14-day change-of-mind cancellation right.

Where the short-term right to reject has expired, you may still have statutory rights to a repair or replacement and, in certain circumstances, a price reduction or final right to reject the goods.

Where goods are returned because they are faulty, damaged, incorrect or otherwise do not conform to the contract, we will bear reasonable return costs where required by law.

Damaged or Missing Deliveries

Please inspect your order as soon as reasonably possible after delivery.

We ask that visibly damaged parcels, damaged products, incorrect products or missing items are reported to us within 24 hours wherever reasonably possible so that we can investigate the matter promptly.

Where appropriate, please provide:

  • your order number;
  • details of the affected item;
  • photographs of the goods;
  • photographs of the internal packaging; and
  • photographs of the external packaging and delivery label.

Failure to report an issue within 24 hours does not remove or restrict any statutory rights you may have.

Exceptions to the Right to Cancel

The statutory 14-day change-of-mind cancellation right does not apply to certain goods, including where applicable:

  • goods made to your specifications or clearly personalised;
  • goods liable to deteriorate or expire rapidly;
  • sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed; and
  • other goods excluded from cancellation rights under applicable consumer legislation.

These exceptions apply to change-of-mind cancellation rights only. They do not remove your statutory rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.

Sale and Promotional Items

Sale and promotional items have the same statutory consumer rights as full-price goods.

The Flower Connection does not offer any additional or voluntary returns period beyond your statutory rights.

Exchanges

We do not offer a voluntary exchange service.

For eligible change-of-mind cancellations, you may return the goods in accordance with your statutory rights and place a separate order for the replacement product.

This does not affect any statutory right to a repair or replacement where goods are faulty.

Contact Us

For questions relating to cancellations, returns, refunds, damaged goods or faulty goods, please contact:

The Flower Connection Limited
Yorkshire Produce Centre
Pontefract Lane
Leeds
LS9 0PX
United Kingdom

Email: shopifyorders@theflowerconnection.co.uk

Model Cancellation Form

You may use this form to cancel an eligible order, but you are not required to use it. You may instead contact us using any clear statement confirming that you wish to cancel.

To:
The Flower Connection Limited
Yorkshire Produce Centre
Pontefract Lane
Leeds
LS9 0PX
United Kingdom
shopifyorders@theflowerconnection.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Goods: __________________________________________

Order number: ___________________________________

Ordered on: _____________________________________

Received on: ____________________________________

Name of customer(s): _____________________________

Address of customer(s): __________________________

Signature of customer(s): _________________________
(only required if this form is submitted on paper)

Date: ___________________________________________