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1. If, for whatever reason, you placed two or more identical orders and you notify us, we will issue a full refund for the duplicate order, provided our local florist has not prepared or delivered the item. If we have not been notified and your order has already been assigned for processing you will not be entitled to a refund. We are not responsible for orders placed by mistake and no refund or compensation can be offered in such instances.
If you have erroneously booked twice or for some reasons the billing happened twice. Notify us of the situation and we will check the case with our technical experts or the Bank. If there was an error, we will refund the complete amount, which was booked by default.
2. Typically we will not offer both a refund and a redelivery. Where flowers have been damaged, we will normally ask for them to be returned or for photographs clearly showing the problem so we can use them to determine what is going wrong with our system. It is important that we are contacted as soon as possible regarding any issues. We need to be informed of any issues within 3 days of the delivery date to give us the best chance of successfully resolving the matter. We will, at our discretion consider issues raised after the 3-day deadline but reserve the right to refuse the options of refunding or resending the order or providing any other compensation.
3.On very rare occasions, flowers arrive at their destination damaged or fail to arrive due to an unforeseen delivery issue. If the recipient receives damaged flowers, please contact us immediately so that we can arrange one of the following:
a redelivery on the next available delivery date; or
a full or partial refund (% refund depends on the specific circumstances of the issue).
3. In the event that a small item, such as a balloon or vase, should arrive damaged or be missing, if we may be unable to resend that item in which case we would be happy to refund its value or provide a credit note of equal value.
4. If we believe that there has been an abuse of our 100% Satisfaction Guarantee policy or if there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to resend flowers and to refuse to take orders from customers. If we make such a decision, we will inform the customer of our decision in writing, via email or over the telephone. It is important to note that this guarantee does not confer the right to an automatic 100% refund, but only to a fair resolution.