Returns & Refunds Policy

Pat’s Petals – Returns & Refunds Policy

Last updated: April 2026

1. Overview

At Pat’s Petals, we want every customer to be delighted with their order. This policy explains how returns, refunds, and cancellations work for both perishable and non‑perishable items.

If you have any questions, please contact us — we’re always happy to help.

2. Perishable Items (Fresh Flowers)

Fresh flowers are perishable goods, so they are not eligible for standard returns under the Consumer Contracts Regulations.

However, we will always put things right if:

  • Your flowers arrive damaged
  • The wrong item was delivered
  • The bouquet does not match the description
  • There is a quality issue within 48 hours of delivery

Please contact us with a photo so we can resolve the issue quickly.

3. Non‑Perishable Items (Gifts & Artificial Arrangements)

You may return unused, undamaged, and unaltered non‑perishable items within 14 days of receiving them.

Items must be:

  • In original packaging
  • In resaleable condition
  • Returned with proof of purchase

Returns must be agreed in advance.

Refunds will be issued once the item has been inspected.

4. Bespoke & Made‑to‑Order Items

Custom designs (e.g., weddings, funerals, personalised arrangements) are made specifically for you.

Because of this:

  • Deposits may be non‑refundable
  • Cancellations may not be possible once work has begun
  • Refunds are not available unless the item is faulty

We will always be fair and transparent with bespoke orders.

5. Cancellations

Standard Orders

You may cancel a standard (non‑bespoke) order before it has been prepared or dispatched for a full refund.

Same‑Day Orders

Same‑day orders cannot be cancelled once preparation has started.

Bespoke Orders

Cancellations may not be possible once materials have been purchased or work has begun.

6. Refund Processing

Approved refunds will be issued to the original payment method.

Refund times:

  • Card payments: 3–5 working days
  • Bank payments: 3–5 working days
  • Cash payments: refunded in‑store

We will notify you once your refund has been processed.

7. Incorrect or Incomplete Addresses

If a delivery fails due to:

  • Wrong address
  • Missing house number
  • Incorrect postcode
  • Recipient not available

…we may charge a redelivery fee.

Refunds cannot be issued for failed deliveries caused by incorrect information.

8. How to Request a Return or Refund

Please contact us with:

  • Your name
  • Order number
  • Date of purchase
  • Details of the issue
  • A photo (for damaged or incorrect items)

Email: flowers@pats-petals.co.uk
Phone: 01562 541104

We aim to respond within one working day.

9. Contact

Pat’s Petals 5 New Road, Kidderminster, Worcestershire, DY10 1AF
Email: flowers@pats-petals.co.uk
Phone: 01562 541104