Refund policy
Last updated: 20 September 2026
At Fresh Bouquet Co., we are committed to delivering fresh, beautiful flowers in excellent condition.
Order Cancellations
For scheduled future deliveries, cancellation requests must be received at least three days before the delivery date.
Where a cancellation is accepted, we may deduct reasonable non-recoverable costs already incurred, up to a maximum of 12% of the order value.
Same-Day and Next-Day orders cannot normally be cancelled because preparation and purchasing begin immediately. Once flowers have been sourced or the order has entered production or dispatch, cancellation may no longer be possible.
As flowers are perishable products, the usual right to cancel an online purchase because you have changed your mind does not normally apply.
Quality Concerns
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible. For flower-quality concerns, we ask that you notify us within 24 hours of delivery and provide:
- Your order number
- Clear photographs of the flowers as received
- A brief description of the issue
Once reviewed, we may offer an appropriate replacement, partial refund or full refund. Please do not return flowers unless instructed by our team.
The 24-hour reporting request helps us investigate issues involving perishable products and does not affect your statutory rights.
Missed and Unattended Deliveries
If nobody is available, the courier may leave the order with a neighbour or in an authorised safe place. Responsibility for the order passes to you once it has been delivered according to your instructions.
If delivery cannot be completed because the recipient is unavailable or the address provided is incorrect, redelivery may be arranged for an additional charge.
Missing Deliveries
If your order has not arrived, please contact us promptly. We will check the tracking information and assist with the courier investigation. Where an order is confirmed as lost before valid delivery, we will arrange an appropriate replacement or refund.
Contact Us
For cancellations, delivery concerns or refund requests, contact freshbouquetcompany@gmail.com.