Our Returns, Refunds and Complaints Policy

Fresh Flowers Guarantee in Hounslow

At Flowers Hounslow, we are proud to offer a Fresh Flowers Guarantee to every customer. As a trusted local florist serving Hounslow households and businesses, we are dedicated to quality, care, and customer satisfaction. Our fresh flower promise means all arrangements are hand-prepared and delivered in peak condition, ensuring you enjoy vibrant, lasting blooms every time you order.

Damaged-on-Arrival Policy

In the rare event that your flowers or gifts arrive damaged or not as described, please notify us as soon as possible on the day of delivery. It’s helpful to provide evidence such as photographs of the affected arrangement. Our team will assess the issue promptly and offer suitable resolutions to ensure your complete satisfaction.

Freshness Window and Claims

We guarantee the freshness of our flowers for a minimum of 5 days from delivery, provided they are cared for in accordance with our care instructions. If your flowers wilt or deteriorate under normal conditions within this window, please contact us immediately. Complaints regarding flower freshness must be raised during this claimed freshness period so we can resolve concerns promptly and efficiently.

Refunds and Replacements

Your satisfaction is our priority. If your order does not meet our high standards due to damage or lack of freshness, you are entitled to request a refund or a replacement. We will work with you to find the most suitable solution, which may include:

• Sending a replacement bouquet at the earliest possible opportunity
• Processing a partial or full refund depending on the situation
• Providing a store credit or gift voucher for future use

Please note that if the product has already been used or disposed of, we may be unable to process a refund or replacement unless photographic evidence is provided.

Complaints Process

We value your feedback and are committed to resolving any concerns. To make a complaint, please contact us promptly after your delivery with as much information as possible, including your order number, delivery date, a description of the issue, and supporting photos if applicable.

Once we receive your complaint, our customer service team will investigate and aim to respond within one working day. We will keep you updated on the status of your complaint and will work diligently to reach a fair and timely resolution.

Trusted Local Service

Flowers Hounslow is your reliable neighbourhood florist, proudly delivering fresh blooms to homes and businesses throughout the area. Our local commitment means every arrangement is crafted and delivered with care, ensuring every order is perfect, beautiful, and backed by our guarantee. Thank you for choosing us – we are always here to help with any returns, refunds, or concerns.