Last updated: Jan 2026
This Returns & Refund Policy explains your rights and our obligations in relation to orders placed on eliteflora.co.uk.
By placing an order with Elite Flora Ltd (“Elite Flora”, “we”, “us”, or “our”), you agree to the terms set out below.
1. Perishable goods – important notice
Flowers and plants are perishable goods.
Under UK consumer law, the right to cancel does not apply to:
- Fresh flowers
- Plants
- Any goods that deteriorate rapidly
This means change-of-mind returns or cancellations are not accepted once an order has been prepared or dispatched.
2. When you ARE entitled to a refund or replacement
We will offer a refund or replacement if:
- The flowers arrive damaged, wilted, or unusable
- The delivery is incorrect (wrong product or arrangement)
- The order fails to arrive on the agreed delivery date due to our error
- The flowers are not as described on the website
3. Reporting an issue
To help us resolve the issue quickly, you must:
- Contact us within 24 hours of delivery
- Provide:
- Your order number
- Clear photos of the flowers
- A brief description of the issue
Contact details:
📧 hello@eliteflora.co.uk
Failure to report issues within this timeframe may result in the claim being declined.
4. Our resolution options
Once we review your claim, we may offer one of the following (at our discretion):
- A replacement (full or partial)
- A partial refund
- A full refund
Refunds will be issued to the original payment method and may take 5–10 working days to appear, depending on your payment provider.
5. When refunds are NOT offered
We do not offer refunds for:
- Natural variations in flower colour, shape, or size
- Minor differences from product images (flowers are seasonal and natural)
- Delivery delays caused by:
- Incorrect address provided
- Recipient unavailability
- Access issues (gated properties, secure buildings)
- Extreme weather or events outside our control
- Orders reported outside the 24-hour reporting window
- Change of mind after dispatch or delivery
6. Same-day & timed deliveries
For same-day or time-specific deliveries:
- Orders cannot be cancelled or refunded once processing has started
- If delivery fails due to incorrect information provided by the customer, no refund will be issued
7. Cancellations before dispatch
You may cancel an order only if it has not yet entered preparation.
Because flowers are prepared fresh, this window is very short.
Once preparation begins, cancellation is no longer possible.
8. Gift orders
If you send flowers to a third party:
- You are responsible for providing accurate recipient details
- Refunds will not be issued due to recipient unavailability or refusal
- We may request confirmation from the recipient when investigating a complaint
9. Delivery charges
- Delivery fees are non-refundable once delivery has been attempted
- If an order qualifies for a full refund due to our error, delivery fees may be refunded at our discretion
10. Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
If goods are faulty or not as described, you remain entitled to appropriate remedies under UK law.
11. Contact us
If you have questions about returns or refunds, contact us:
Elite Flora Ltd
📧 hello@eliteflora.co.uk
🌐 eliteflora.co.uk