Refund & Returns Policy

Last updated: 4 October 2026

Thank you for choosing Freshness Flowers. We take great care to ensure every bouquet arrives fresh, beautiful, and on time.

Return window for non-perishable items

Non-perishable products, such as handmade knitwear and gifts, may be returned by requesting a return within 30 days of delivery. Items returned because you have changed your mind should be unused, unworn, and in their original packaging. Please contact welcome@freshnessflowers.com with your order number before sending an item back so we can provide return instructions.

Fresh flowers and bouquets

Fresh flowers and bouquets are perishable and are excluded from the 30-day change-of-mind return window. We do not accept change-of-mind returns of fresh flowers.

Damaged or poor-quality flowers

If your flowers arrive damaged, wilted, or not as described, please contact welcome@freshnessflowers.com as soon as possible, ideally within 24 hours of delivery, so we can assess their condition promptly. Include your order number, photos of the flowers and packaging, and a short description of the issue.

Once reviewed, we will offer a replacement bouquet or a full refund where appropriate. The request to report issues within 24 hours helps us assess perishable flowers and does not limit your statutory rights.

Incorrect orders or delivery errors

If we have made a mistake with your order, such as a wrong bouquet, missing items, or an incorrect address label, please email us promptly. We will resolve the issue with a replacement or refund where appropriate.

Return postage

Customers pay return postage for change-of-mind returns of non-perishable items. If an item is faulty, damaged on arrival, incorrect, or not as described, Freshness Flowers will cover reasonable return postage if we require the item to be returned. Please contact us before arranging a return. Do not send flowers back unless we ask you to do so.

Changes and cancellations

As our bouquets are made to order with fresh stems, we cannot accept change-of-mind cancellations once preparation or dispatch has begun. If you need to make a change, contact us as soon as possible after placing your order. We will do our best to assist before the flowers are sent. This does not affect your statutory rights.

Refund process

Once we have reviewed your case and approved a refund, it will be issued to your original payment method within 10 calendar days, subject to any shorter deadline required by law. You will receive an email confirmation once the refund has been processed. If more than 15 business days have passed, please contact welcome@freshnessflowers.com.

Your rights

This policy does not affect your statutory rights concerning faulty, damaged, or misdescribed goods, or any applicable cancellation rights.

Our promise

Every Freshness Flowers bouquet is hand-tied with love and care. We strive to deliver the highest quality and freshness, and if something is not right, we will work with you to resolve it.