Returns, Refunds & Complaints Policy

Our Fresh Flowers Guarantee in Addington

At Addington Florist, we pride ourselves on supplying only the freshest, most beautiful flowers to homes and businesses in Addington and surrounding areas. As your trusted local florist, we guarantee the freshness and quality of every bouquet, arrangement, and floral gift. Your satisfaction is at the heart of what we do, and we’re committed to ensuring that every order meets your expectations.

Damaged-on-Arrival Policy

We take the utmost care in preparing and delivering your flowers. However, in rare cases, flowers may arrive damaged or wilted due to factors beyond our control. If your flowers are damaged upon arrival, please notify us as soon as possible, ideally within 24 hours of receiving your order. We kindly ask you to provide a photo of the damaged items to help us understand the issue and improve our service in the future.

Freshness Window

Our fresh flowers guarantee promises that your flowers will remain vibrant and beautiful for at least five days from the time of delivery, provided they are cared for according to our instructions. Should your bouquet wilt or lose its brilliance within this freshness window, please contact us promptly so we can address the situation and make it right.

Refund and Replacement Options

If your order arrives damaged or does not maintain the expected freshness within the first five days, you are entitled to a replacement or a full refund. We will work with you to resolve the issue quickly, based on your preference. If you choose a replacement, we will organise a new delivery at the earliest opportunity with no extra cost to you. Refunds will be processed promptly, using the original payment method wherever possible. Please note that we may request the original flowers and packaging be made available for collection when resolving your claim.

How to Submit a Complaint

Your feedback is essential in helping us improve our service as the leading Addington florist. If you have a concern or complaint about your order, our staff, or any aspect of your experience, please contact us within seven days of delivery. Our complaints process is fair and transparent:

1. Contact Us: Share your order details, a description of the issue, and any supporting images or information.
2. Assessment: We’ll assess the situation promptly. For damaged flowers or freshness concerns, photographic evidence is helpful but not required.
3. Resolution: We aim to resolve all complaints within three working days, offering a replacement, refund, or another suitable solution, depending on the nature of the complaint.

We value your trust as a loyal customer of Addington Florist, serving nearby households and local businesses alike. Every order is special to us, and we strive to ensure you receive flowers that are as fresh and delightful as you expect. Thank you for choosing us for your floral needs. Your satisfaction is always our priority.