Returns, Refunds & Complaints Policy - Uxbridge Flowers

Your Satisfaction and Freshness Guarantee

At Uxbridge Flowers, we are proud to be the trusted local florist for households and businesses throughout the Uxbridge area. Our commitment to quality means your flowers always arrive vibrant, beautiful, and fresh. We stand by our Fresh Flowers Guarantee—each bouquet is arranged just before delivery to ensure lasting enjoyment.

Damaged-on-Arrival and Freshness Window

We take careful measures to ensure your flowers reach you in perfect condition. However, if your arrangement arrives damaged or does not reflect the high standards of Uxbridge Flowers, please let us know as soon as possible. To qualify for our Damaged-on-Arrival policy, please:

• Inspect your delivery promptly upon arrival.
• Report any damage or wilting within 24 hours of receipt.

Our Freshness Window promises that your flowers will remain beautiful for at least 5 days after delivery, provided they are cared for following our included instructions. If your flowers do not meet this standard, we want to make it right.

Refund and Replacement Options

Your happiness is our priority. If you experience an issue that falls within our policies, we offer two options:

1. Full Refund: We will process a prompt refund to your original payment method for qualifying complaints about damage or lack of freshness within the guaranteed window.
2. Free Replacement: Alternatively, you may elect to receive a complimentary replacement bouquet, delivered at the next available date, ensuring you enjoy fresh flowers as intended.

Please note that refund and replacement requests are assessed on a case-by-case basis. Images of the arrangement may be requested to help us understand the issue and continually improve our service.

How to Make a Complaint

We value feedback from every customer and take all complaints seriously. If you are dissatisfied for any reason, please contact us as soon as possible with the following details:

• Your name and order reference
• Date of delivery
• Description of the issue
• Pictures of the flowers, if relevant

Our customer care team is committed to resolving your concern quickly and to your satisfaction. Once we receive your complaint, you can expect an initial response within 24 hours (excluding Sundays and bank holidays), along with a proposed solution according to our policies.

Exceptions and Other Information

Our return and refund policies cover local deliveries within Uxbridge and the immediate surrounding area. Please note that we may be unable to guarantee arrangements that have been left outside unattended if prior delivery instructions were given that limit our ability to hand-deliver them directly to a recipient. Seasonal variances in flowers may also affect the lifespan of certain blooms.

Uxbridge Flowers is dedicated to upholding the highest standards as your neighbourhood florist. Thank you for allowing us to brighten your day and home with the freshest flowers in Uxbridge. We appreciate your trust and loyalty, and we promise to always strive for your complete satisfaction.