Refund policy
Returns Policy
Updated: January 2024
Our Commitment to Satisfaction
At Poppily Florist, your satisfaction is our priority. We are committed to delivering beautifully designed and made wooden flowers in excellent condition. However, we understand that there may be times when you may wish to return a purchase. Our Returns Policy is designed to assist you with your return or exchange.
Returns and Cancellations
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Right to Cancel: You have the right to cancel your order and return the goods for a full refund within 14 days of receiving your items. To initiate a return, please notify us via email at returns@poppily.co within the 14-day period, clearly stating your intention to return the goods. It is not necessary to provide a reason for the return, but the goods must be in their original condition and packaging.
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Refund Process: Once we receive the goods back in their original condition and packaging, we will process your refund for the items returned. Please note that unless the goods are faulty or not as described, the original shipping costs are non-refundable. You will be responsible for the direct cost of returning the goods.
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Exceptions for Personalised or Customised Items: Personalised or customised items, unless faulty or not as described, are not eligible for the standard returns process due to their bespoke nature.
Faulty or Damaged Goods
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Damage Policy: If you receive flowers in a condition that you find unacceptable or damaged in transit, please contact us to arrange a free replacement on our next available delivery date or a refund. You must email us a photo of the damaged flowers within 72 hours of receipt to qualify for a refund. Refunds will be processed within 3 days, and it may take an additional 5-10 business days for the refund to appear on your card.
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Non-Delivery: If we fail to deliver your order (i.e., if your flowers have not arrived within 3 days of their intended delivery date), we will send you a free replacement on our next available delivery date or issue a refund. Refunds will be processed within 3 days, and it may take an additional 5-10 business days for the refund to appear on your card.
Consumer Rights Act 2015
- Under the Consumer Rights Act 2015, customers have a right to reject goods that are of unsatisfactory quality, unfit for purpose, or not as described, and to get a full refund within 30 days of purchase. If a fault is found after 30 days but within six months, you're entitled to request a repair or replacement. If the repair or replacement is inadequate, you may then claim a refund or price reduction if you wish to keep the product.
Personalised Goods
- Return Policy for Personalised Goods: In accordance with UK consumer rights law, personalised goods made to the consumer's specifications or clearly personalised are exempt from the standard right of return unless they are faulty or not as described. Please ensure accuracy in your order before submission.
Contact Information
For any returns, exchanges, or questions regarding our Returns Policy, please contact our Customer Support team for assistance. We are here to help ensure that your experience with Poppily Florist is as delightful as our flowers.
