RETURNS, CANCELLATIONS, REFUNDS AND EXCHANGES
RETURNS AND CANCELLATIONS
According to The Consumer Rights 2015, you have 14 days (which starts the day after you receive your order) during which you can return the item even if it is not faulty and get a full refund including the cost of the outgoing postage.
We only accept returns from the person who bought the item.
We gladly accept returns up to 14 days after purchasing as long as the returned item is unused, and undamaged, including the missing parts.
Under Consumer Rights 2015, you won’t get 14 days when you buy an item that was personalised or custom-made for you (non-refundable unless faulty). Therefore, our personalised products (candles, lanterns, or decorations) are non-refundable unless faulty.
To exercise the right to cancel, you must inform us of your decision to cancel this order by a clear statement in an email to enquiry@floralflames.co.uk as fast as it is possible, and it must be done before the cancellation period of 14 days expires.
CANCELLATION FORM (print)
To return your purchase, you should address your package to:
Floral Flames
K. Bujak
16 Leaze Road
Melksham, Wiltshire
SN12 7EX United Kingdom
The cost of the postage must be covered by you.
You don’t have to return the item in its original packaging, but you do need to make sure it’s packaged in a way that means it doesn’t get damaged.
Be aware that putting the ‘Fragile’ warning label visible on the outside of the addressed box is not enough for mail services and won’t guarantee that the item is delivered undamaged.
We recommend using a trackable shipping service and insurance coverage for items valued at more than £20.
After receiving the returned item, we will make a quick inspection. This is done to check whether the goods were unused and met the criteria described in our Terms & Conditions, and after this, you will receive a message with an approval or rejection notice.
CANCELLATION OF REPAIR SERVICES
You have the right to cancel our repair service.
To exercise the right to cancel, you must inform us of your decision to cancel this order by a clear statement in an email to repairs@floralflames.co.uk and it must be done before the cancellation 14-day period expires.
If you requested to terminate the performance of a service during the cancellation period, you shall pay us an amount which is proportionate to what has been performed until you have communicated to us your cancellation of this order, in comparison with the full coverage of the order.
Please be aware that the full repair service of e.g. one big candle usually takes only 1-2 days, so when the job is done, it must be paid in full if you requested a cancellation after 3 days for example.
CANCELLATION OF REPAIR (print)
REFUNDS
We will not be held responsible and won’t make a refund for any returned items that:
-are personalised and not faulty;
-are from the person who didn’t buy the item;
-that we’ve never received;
-are received after 14 days or;
-are received but damaged because of improperly packaged postage (you’ve reduced the value of the item).
Refunds can take between 5-7 days to process and will be applied to your credit/debit card, your original payment method, or via Bank Transfer.
The cost for shipping the returned item (not personalised or faulty) is the buyer’s cost (non-refundable).
The cost of shipping the returned faulty item (personalised or not) is our responsibility and fully refundable.
The refund for shipping of returned faulty items will be equal to the cost of a Standard 2nd Class Royal Mail package, following the weight of the package.
If you choose a more expensive delivery option, you’ll have to pay the difference (Consumer Rights 2015).
RETURNS FAULTY OR DAMAGED ITEMS
It is our responsibility to supply you with goods that meet your consumer rights.
If you have any concerns that we have not met our legal obligations please contact us.
We always make sure that every item is packed safely and marked correctly as ‘fragile’.
Please be careful, if the outside of the parcel is damaged, take the package but make sure that this fact about the damage is noticed and noted to the courier BEFORE you put your signature on a terminal delivery provider or put it alongside it.
Our small and medium parcels are insured and your notification about the damage (proof) is essential for us to get you the refund.
We take responsibility for delivering you a full-value product (including a gift box) however it would be difficult for us to prove that damages were made by mail services and not you if you don’t notify the courier about said damages.
If the parcel is not damaged on the outside but the item inside is damaged or faulty, we would ask you to send us a picture(s) of the damaged item with a description including your details and the details of the purchase (as much as you can e.g. receipt, the number of order, any confirmation of the purchasing) on an email to enquiry@floralflames.co.uk as soon as possible.
We will also need to know whether you wish for a new product, similar to the ordered item or just a refund.
To return your faulty item, you should address your package to:
Floral Flames
K. Bujak
16 Leaze Road
Melksham, Wiltshire
SN12 7EX United Kingdom
After receiving the damaged, or faulty item, we will make a quick inspection.
This is done to check whether the goods were used whilst following the attached instructions and/or our Terms & Conditions, and after this, you will receive a message with an approval or rejection notice and with the details of a full refund or sending the new item.
Refunds, or dispatching new items, can take between 3-5 working days to process.
Refund will be applied to your credit/debit card, your original payment method, or via Bank Transfer.
If Complementary products are faulty, they can be returned. Every complementary product is tested to make sure it works before it is sent, however, if you do find that your complementary item is faulty, then it will be refunded.
According to the law:
Customers have up to 6 years to claim an item they’ve bought from us is faulty.
We must repair or replace the faulty item if you (the customer) return it within 6 months – unless we can prove it was not faulty when you bought it.
We can also ask you to prove that the item was faulty when you bought it if you ask for a repair or replacement after 6 months.
EXCHANGES
Some exchanges are possible but only under the written agreement of both sides, including covering the costs of the postage and packaging (contact us via email at enquiry@floralflames.co.uk).
EXCHANGES ARE NOT APPLICABLE TO COMMISSION ORDERS WHICH CONTAIN:
PRIVATE PHOTO/S, DATES, NAMES, PERSONAL MESSAGES ETC