Returns, Refunds and Complaints Policy

Our Fresh Flowers Guarantee in Addington

As a trusted local florist serving households and businesses throughout Addington, Florist Addington is dedicated to ensuring every customer receives only the freshest flowers. We stand behind a Fresh Flowers Guarantee: each bouquet, arrangement, and floral gift is carefully crafted and delivered with the highest quality blooms, ensuring a beautiful and lasting experience.

Damaged-on-Arrival Policy

While we take great care to package and deliver your flowers safely, sometimes accidents can occur during transit. If your flowers or floral arrangements arrive damaged, wilted, or in otherwise unsatisfactory condition, please contact us within 24 hours of receipt. When possible, provide a clear description of the damage so that we can promptly assess and address your concerns to your satisfaction.

Freshness Window & How It Works

Flowers are delicate by nature, and we want you to enjoy their beauty for as long as possible. Our Fresh Flowers Guarantee ensures that your order will remain fresh for at least five days from delivery, provided they are cared for according to the included care instructions. If you find that your flowers do not meet this standard of freshness, please let us know within this five-day window, and we will work to make things right.

Refund and Replacement Options

Your peace of mind matters to us. If your flowers were damaged on arrival or fail to stay fresh within the freshness window, we offer two options:

• Replacement: We will deliver a replacement arrangement at the earliest opportunity, using blooms of equal or greater value, free of charge.
• Refund: If you prefer, we can instead process a full or partial refund, based on the specific nature of your complaint and our assessment of the issue.

We ask that you provide us with clear details and, where possible, photos of the issue so we can make a fair determination and resolve your case quickly.

How to Make a Complaint

If you have a problem with your order, we want to hear about it. Please provide the following details when submitting your complaint:

• The order reference or receipt number (if available)
• A description of the issue
• The date the flowers were received
• Any supporting photos that can help us understand the issue

Our customer care team will investigate each complaint thoroughly and aim to respond within two business days. We are committed to finding a solution that leaves you happy with the experience, whether by refund, replacement, or another appropriate resolution.

Trusted, Local, and Here for You

Florist Addington takes pride in being a reliable florist for individuals, families, and businesses throughout Addington and the surrounding areas. Our reputation is built on stunning flowers, honest policies, and excellent customer service. If you have any concerns, questions, or feedback, please don’t hesitate to reach out. Your satisfaction with our Fresh Flowers Guarantee is our top priority.