Returns, Refunds and Complaints – Your Satisfaction Guaranteed

Our Fresh Flowers Guarantee in Thornton Heath

At Florist Thornton Heath, we are committed to delivering the freshest, most beautiful flowers to homes and businesses in our local community. As a trusted local florist, our reputation rests on ensuring our floral arrangements meet your expectations for quality, freshness, and presentation. Our Fresh Flowers Guarantee is at the heart of everything we do, and we want you to feel fully confident in every order placed with us.

Damaged-on-Arrival Policy

If your flowers arrive in less than perfect condition, rest assured that we are here to help. Rarely, during transit, flowers and arrangements may sustain unexpected damage. Please check your delivery upon arrival. Should you notice any damage, please contact us within 24 hours of receipt. To assist us in promptly resolving your issue, we kindly ask that you provide clear photographs showing the damage, alongside your order details. This allows us to quickly verify and arrange a suitable solution for you.

Our Freshness Window

We stand behind our promise of freshness. All floral arrangements from Florist Thornton Heath are guaranteed to remain fresh and vibrant for a minimum of five days from the date of delivery, provided they are cared for according to our recommended instructions. If your flowers have not retained their freshness within this window, please let us know immediately so we can investigate and assist.

Refund and Replacement Options

Your satisfaction is our highest priority. If your order arrives damaged or your flowers do not meet our freshness guarantee within the initial five-day window, you are eligible for either a full refund or a replacement bouquet to the same value. The choice is yours—simply let us know your preference when you contact us about the problem.

Refunds will be processed promptly using your original payment method once your claim is approved. For replacements, we will quickly arrange delivery of a fresh bouquet to your address at no added cost. Please note, our refund and replacement policy covers issues related to flower freshness, damage in transit, or significant errors in the ordered content only.

Complaints Process

We strive for excellence in both our flowers and customer service. Should anything not meet your expectations, or if you wish to raise a complaint about any part of your experience, we urge you to reach out to us as soon as possible. Our friendly local team will acknowledge your complaint within one working day and work with you to resolve the matter efficiently and fairly. We treat every complaint seriously, using all feedback to further improve our service to Thornton Heath’s households and businesses.

Trusted Local Florist for Thornton Heath

Florist Thornton Heath is proud to serve our neighbours with high-quality, fresh floral arrangements and responsive customer care. Whether you’re ordering for your family, your business, or a special event, we are dedicated to ensuring your experience is worry-free and delightful every time. Thank you for trusting your flower needs to your local Thornton Heath florist.