REFUNDS AND RETURNS POLICY:

HAVEN + HARVEST BLOOMS

1. Perishable Goods Exemptions

In accordance with the Consumer Contracts Regulations 2013, please note that fresh-cut flowers and foliage are classified as "perishable goods." As such, the standard right to cancel an order or return an item because you have changed your mind does not apply. Once an order has been cut or dispatched, it cannot be returned.

2. Quality Guarantee & The "24-Hour Rule"

We take great pride in the freshness of our stems. However, if your flowers arrive damaged or do not meet the high standards expected of our farm:

  • Notification: You must notify us within 24 hours of receipt or collection.

  • Evidence: To process a claim, we require a clear photograph of the flowers in the condition they arrived, along with your order number.

  • Assessment: We will assess the issue (e.g., transit damage vs. natural petal variation) and offer a resolution, which may include a replacement bouquet, a partial refund, or a credit note.

3. Exclusions from Refunds

We cannot offer refunds or replacements in the following circumstances:

  • Incorrect Care: Damage caused by failure to follow our Flower Care Guide (e.g., leaving flowers in a hot car, failing to trim stems, or placing them in dirty water).

  • Delivery Issues: If a delivery fails because an incorrect address was provided or there was no safe place to leave the flowers as instructed.

  • Natural Variation: Minor differences in colour, stage of bloom, or "wiggly" stems that are characteristic of field-grown flowers and do not affect the health of the plant.

4. Subscriptions & Pre-Orders

  • Cancellations: If you wish to cancel a recurring subscription, we require 3 days' notice before your next scheduled delivery.

  • Holiday Peaks: Orders for peak periods (Mother’s Day, Valentine’s Day) cannot be cancelled or amended within 48hours of the delivery date due to the specific harvesting schedules required.

5. Processing Refunds

Approved refunds will be processed back to the original payment method within 5–10 working days. Please note that delivery costs are non-refundable unless the product itself is deemed faulty.