Refund Policy

Last updated: 13 October 2026

We want you to be happy with your order from Primrose & Poppies. This policy explains how cancellations, returns, replacements and refunds are handled.

Nothing in this policy affects your statutory rights under UK consumer law.

Fresh flowers and perishable products

Fresh flowers, bouquets, floral arrangements, plants and certain other products are perishable.

Because these products can deteriorate rapidly, they are generally excluded from the statutory 14-day change-of-mind cancellation right.

Once we have started sourcing flowers or preparing a perishable order, we may be unable to cancel it or provide a refund simply because you have changed your mind.

This does not affect your rights if the product is faulty, damaged, not as described or otherwise does not meet the standards required by law.

Personalised and bespoke products

The statutory change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised for you.

This may include:

• Bespoke bouquets and arrangements;

• Funeral tributes;

• Wedding flowers;

• Personalised ribbons, cards or messages;

• Custom colour schemes;

• Products sourced or created specifically for your order.

We may agree to a cancellation before work or purchasing has begun, but this will be at our discretion and may be subject to costs already incurred.

Cancelling or changing an order

If you need to change or cancel an order, contact us as soon as possible:

Telephone: 0161 795 5616
Email: sales@primroseandpoppies.info

Please include your order number and details of the change you require.

We will try to accommodate changes, but we cannot guarantee them once:

• Flowers or materials have been ordered;

• Preparation has begun;

• The order is out for delivery; or

• The order has been delivered or collected.

Same-day orders begin processing quickly and may not be cancellable after acceptance.

If we agree to cancel an order before costs have been incurred, we will refund the cancelled amount to the original payment method.

Damaged, faulty or incorrect orders

If your order arrives damaged, faulty, not as described or materially different from what was agreed, please contact us as soon as reasonably possible.

For fresh flowers and other perishable products, we ask that you contact us within 24 hours of delivery or collection where possible. This helps us investigate the condition of the flowers at the time they were supplied.

Please provide:

• Your order number;

• A description of the problem;

• Clear photographs of the complete arrangement and affected flowers; and

• The date and approximate time of delivery or collection.

The 24-hour request does not remove any statutory rights you may have.

After reviewing the issue, we may offer an appropriate remedy, which could include:

• A replacement;

• A repair or correction;

• A partial refund;

• A full refund; or

• Store credit, if you agree to it.

The appropriate remedy will depend on the circumstances and your legal rights.

Natural variations and substitutions

Flowers are natural, seasonal products. Colour, size, shape and appearance may vary from the photographs shown on our website.

Where a particular flower, colour, wrapping or container is unavailable, we may use a suitable alternative of a similar style and equal or greater value.

A reasonable seasonal variation or suitable substitution is not normally considered a fault. However, please contact us if you believe the overall product is substantially different from what you ordered.

Flower lifespan and care

The lifespan of fresh flowers varies depending on the varieties used, temperature, environment and care they receive.

Customers and recipients should follow the care instructions supplied with the order. This may include:

• Trimming the stems;

• Using a clean vase;

• Replacing the water regularly;

• Using any supplied flower food;

• Keeping flowers away from direct sunlight and excessive heat; and

• Keeping flowers away from ripening fruit.

We cannot normally provide a refund where deterioration has been caused by unsuitable storage, lack of water, excessive heat, accidental damage or failure to follow the supplied care instructions.

Delivery problems

You are responsible for providing a complete and accurate recipient name, address, postcode and contact number.

Please contact us promptly if:

• An order has not arrived on the agreed delivery date;

• It has been delivered to the wrong address;

• An item is missing; or

• There is another delivery problem.

Requested delivery times are not guaranteed unless we have expressly confirmed a guaranteed time in writing. We will make reasonable efforts to deliver near your requested time.

A refund will not normally be provided for delays within the selected delivery date where no guaranteed time was agreed.

If we fail to deliver on an expressly agreed essential date, your statutory rights will apply.

Recipient unavailable

If nobody is available at the delivery address, we may, where safe and appropriate:

• Leave the order with a neighbour;

• Leave it in a customer-designated safe place;

• Contact the customer or recipient;

• Return the order to the shop for collection; or

• Arrange another delivery attempt.

We may charge for redelivery where delivery could not be completed because nobody was available, the address was incorrect or the supplied delivery information was incomplete.

Delivery charges are not normally refundable after delivery has been completed or reasonably attempted, except where required by law.

Incorrect address or customer information

We cannot normally refund a perishable order where delivery fails because the customer supplied:

• An incorrect or incomplete address;

• An incorrect postcode;

• An incorrect telephone number;

• The wrong delivery date; or

• Incorrect recipient information.

Please check all order details carefully before completing checkout.

If you notice an error, contact us immediately. We will try to correct it before dispatch, but changes cannot be guaranteed.

Non-perishable products

For eligible non-perishable and non-personalised products purchased online, you may normally cancel within 14 days beginning the day after you receive the goods.

After notifying us, you normally have a further 14 days to return the eligible item.

To qualify for a change-of-mind return, the product must be returned in its original condition and should not have been handled more than reasonably necessary to inspect it.

Unless the product is faulty or we agree otherwise, you are responsible for the cost and safe return of the item.

Please contact us before returning anything so that we can confirm whether it is eligible and provide return instructions.

Items that cannot normally be returned

Unless faulty or not as described, we cannot normally accept returns of:

• Fresh flowers and other rapidly perishable products;

• Bespoke or personalised arrangements;

• Made-to-order funeral or wedding flowers;

• Personalised cards, ribbons or messages;

• Products damaged after delivery;

• Items that have been used or altered; or

• Sealed products that cannot be returned for health or hygiene reasons once opened.

In-store purchases

For products purchased in person, we are not required to provide a refund simply because you have changed your mind.

We may offer an exchange or store credit at our discretion.

Your statutory rights still apply where a product is faulty, damaged or not as described.

Wedding and funeral order deposits

Wedding flowers, funeral tributes and other bespoke orders may be covered by a separate quotation or written agreement.

Deposits and payments may be non-refundable once we have begun work, reserved time, ordered flowers or materials, or incurred other costs specifically for the order.

Any cancellation charges will reflect the work completed and costs reasonably incurred, subject to applicable consumer law and any separately agreed terms.

Gifts

Refunds can normally only be issued to the person who purchased the order and to the original payment method.

If you received the product as a gift, please ask the purchaser to contact us. We will still assist with genuine quality concerns wherever reasonably possible.

Refund processing

Approved refunds will be issued to the original payment method.

Where an eligible non-perishable item has been returned, we will process the refund within the period required by law after receiving the item back or receiving suitable evidence that it has been returned.

Once a refund has been issued, your bank or payment provider may take additional time to display it in your account. This processing time is outside our control.

Original standard delivery charges will be refunded where required by law. Additional charges for premium or enhanced delivery options may not be refundable beyond the cost of standard delivery.

Sale items

Sale products have the same statutory protections as full-price products.

Perishable, personalised and made-to-order sale products remain subject to the exclusions explained in this policy.

How to request help

To request a cancellation, replacement or refund, contact:

Primrose & Poppies
447 Victoria Avenue
Blackley
Manchester
M9 8PJ
United Kingdom

Email: sales@primroseandpoppies.info
Telephone: 0161 795 5616

Please include your order number, contact details and a description of the issue.

Changes to this policy

We may update this Refund Policy to reflect changes to our products, services, business practices or legal obligations.

The version that applied when your order was placed will normally apply to that order.