🔁Refunds & Returns Policy
His Refunds & Returns Policy governs all return, exchange and refund services for indoor and outdoor potted plants, hanging flower baskets, succulents and all decorative plant products purchased from The Flower Warehouse. This policy aims to ensure standardized after-sales procedures and protect the legitimate rights and interests of all customers. By placing an order with us, you agree to fully comply with the following after-sales terms.
Eligible Return & Exchange Situations✨
We accept returns and exchanges for qualified after-sales scenarios related to our plant products. Eligible situations include: products received with obvious transportation damage such as broken flower pots, cracked branches and deformed leaves; wrong items or missing accessories due to our delivery error; serious quality problems and defective craftsmanship that affect normal display and use; significant inconsistency between received products and official product descriptions caused by our side errors.
Return & Exchange Conditions & Non-Returnable Items✨
Valid Return & Exchange Conditions: All applied products must be kept in unused, untrimmed, undamaged and original condition. The products shall retain complete original packaging, labels and matching accessories, without artificial damage, dirt, extrusion or secondary processing. For green plant products, no manual pruning, repotting or placement use that causes product wear is allowed.
Non-Returnable Situations: Products damaged by personal use, artificial collision, improper placement or manual trimming; products with lost original packaging and incomplete accessories; normal slight color difference and subtle texture difference caused by light and screen display; natural minor leaf color change of simulated plants which does not affect overall use; returns beyond the valid after-sales period.
Return & Exchange Time Limit✨
We provide a 30-day valid return and exchange period. Customers who need to apply for return or exchange must submit a valid application within 30 calendar days from the date of receiving the goods. Any application exceeding the time limit will not be accepted without special circumstances.
Detailed Return Process✨
Step 1: Contact our customer service team to explain the return reason and provide relevant product photos or video evidence for verification.
Step 2: Wait for our official after-sales confirmation and obtain the official return instructions.
Step 3: Pack the product completely and intact, ensure the product and packaging are well protected to avoid secondary damage during transportation.
Step 4: Send the returned goods to our designated return address. Return Address: 517A Cambridge Heath Rd, Cambridge Heath, London E2 9BU, United Kingdom.
Step 5: Send the return logistics tracking information to our customer service for record.
Step 6: Wait for our warehouse to receive and inspect the goods, and proceed with subsequent refund or after-sales processing.
Detailed Exchange Process✨
Step 1: Contact customer service within the valid 30-day period, submit an exchange application and provide corresponding evidence of product problems.
Step 2: After our team verifies and approves the exchange application, follow the instructions to pack and return the original product completely.
Step 3: Send the product to our official return address 517A Cambridge Heath Rd, Cambridge Heath, London E2 9BU, United Kingdom.
Step 4: After we receive and confirm the returned product is compliant and undamaged, our team will arrange the shipment of the new replacement product as soon as possible.
Step 5: Receive the new item and complete the exchange process.
Detailed Refund Process✨
After we receive and inspect your returned goods and confirm that the products meet the return conditions, we will complete the internal review and initiate the refund procedure within 3–5 working days. All refunds will be returned to the original payment account used for order payment. The official arrival of the refund usually takes 1–3 working days. Please note that the specific refund arrival time is not fully controlled by us, which may be delayed appropriately due to the processing rules of your issuing bank or payment institution.
Return & Exchange Freight Rules✨
Our Side Responsible for Freight: If the return or exchange is caused by our official errors, including product quality problems, delivery mistakes, defective products and transportation damage confirmed after verification, we will bear the return and exchange freight.
Customer Responsible for Freight: If the return or exchange is due to personal reasons such as customer’s personal dislike, inappropriate matching, accidental wrong order, and the product is intact and meets the return conditions, the customer shall bear all the freight generated by the return and exchange.
Order Cancellation Rules✨
Customers can apply for full order cancellation and full refund before the order is officially shipped, with no additional handling fee deducted. Once the order has been dispatched and shipped successfully, order cancellation is no longer supported. If you no longer need the goods after shipment, please follow our official return process to apply for return and refund after receiving the package.
Contact Information✨
If you have any questions about return, exchange, refund, after-sales verification and process consultation, please contact our official customer service team in time.
🏢Store Name: The Flower Warehouse
📍Address: 517A Cambridge Heath Rd, Cambridge Heath, London E2 9BU, United Kingdom
📞Phone: +44 2077294444
✉️Email: info@theflowerwarehouses.com
⏰Business Hours (GMT):
Monday – Sunday:10:00 AM – 6:00 PM
💬 Response Time: We will respond to all emails and messages within 24 hours.