Refund policy

FLOWERS & SPARKLE LIMITED
Company Number: 06594061
A4G Suite, Nepicar House, London Road, Wrotham Heath, Kent, United Kingdom, TN15 7RS
Email: help@flowersandsparkle.shop
Phone: +44 7460 015985

Last Updated: 9 September 2026

1. Overview

At FLOWERS & SPARKLE LIMITED, we want you to be happy with your purchase. If you are not satisfied with your order, this Refund & Returns Policy explains how to request a return, replacement or refund.

This policy is subject to your rights under applicable UK consumer law. Nothing in this policy is intended to limit or exclude your statutory rights.

2. Cancelling an Order

If you change your mind about an order, please contact us as soon as possible at help@flowersandsparkle.shop.

For products that are eligible for cancellation under the Consumer Contracts Regulations 2013, you may generally have the right to cancel your order within 14 days after receiving the goods, subject to the exclusions described below.

If you wish to cancel before your order has been dispatched, we will make reasonable efforts to stop the order from being processed.

However, once an order has been prepared, dispatched or delivered, different cancellation and return arrangements may apply.

3. Fresh Flowers and Perishable Products

Because fresh flowers are perishable goods, the statutory cancellation right that applies to many non-perishable products may not apply to fresh flowers.

For this reason, we generally cannot accept returns of fresh flowers simply because you have changed your mind.

However, this does not affect your statutory rights if your flowers arrive damaged, defective, significantly different from what was ordered, or otherwise fail to meet the requirements of applicable consumer law.

If there is a problem with your flowers, please contact us as soon as possible at help@flowersandsparkle.shop, preferably with photographs of the flowers and packaging.

4. Vases and Non-Perishable Products

For eligible non-perishable products, including vases, you may have the right to cancel your purchase within 14 days of receiving the goods, subject to applicable legal exceptions.

If you cancel under the applicable cancellation rights, you should notify us within the required cancellation period and return the goods within the applicable timeframe.

The item should be returned in suitable condition, with reasonable care taken to prevent damage during return transportation.

You may be responsible for the direct cost of returning goods where permitted by law, unless the item is faulty, damaged or incorrectly supplied.

5. Condition of Returned Items

When returning an eligible item because you have changed your mind, please take reasonable care of the product.

Where legally permitted, we may make a deduction from the refund if the value of the goods has been reduced because you handled them more than was reasonably necessary to establish their nature, characteristics and functionality.

This does not affect your rights where the product is faulty, damaged or not as described.

6. Damaged Items

Please inspect your order when it arrives.

If your vase, flower arrangement or other product arrives damaged, please contact us at help@flowersandsparkle.shop as soon as reasonably possible.

Please provide:

Your order number
A description of the problem
Clear photographs of the damaged product
Photographs of the packaging and shipping label
Any other information we reasonably request

We will assess the issue and, where appropriate, offer a replacement, repair, refund or other remedy in accordance with your statutory rights.

7. Incorrect Items

If we have sent you the wrong product, please contact us at help@flowersandsparkle.shop.

We will arrange an appropriate solution, which may include replacement of the incorrect item or a refund.

Where an item has been supplied incorrectly, we will not require you to bear reasonable return costs where applicable under UK consumer law.

8. Faulty or Defective Products

If a product is faulty, defective or does not conform to the contract, you may have additional rights under UK consumer law.

Depending on the circumstances and applicable legal rights, you may be entitled to a repair, replacement, price reduction or refund.

Please contact us promptly so that we can assess the issue and explain the available options.

9. How to Request a Return

To request a return or cancellation, please email:

help@flowersandsparkle.shop

Please include:

Your full name
Order number
Date of purchase
Product you wish to return
Reason for the return, where applicable
Photographs if the product is damaged or defective

We will provide further instructions where a return is required.

Please do not send items back to our business address unless we have specifically instructed you to do so.

10. Refunds

Once we have received and assessed an eligible returned product, we will process any applicable refund as soon as reasonably practicable.

Where you exercise a statutory cancellation right, refunds will generally be made using the original payment method.

Where required by law, we will refund the standard delivery charge paid for the original order. We may not be required to refund additional costs resulting from your choice of a more expensive delivery service.

Refund processing times can also depend on your bank or payment provider.

11. Refunds for Damaged or Faulty Goods

If a product is damaged, faulty or incorrectly supplied, we will assess your statutory rights and provide an appropriate remedy.

Where a refund is due, we will process it in accordance with applicable UK consumer law.

12. Non-Returnable Products

Returns may not be available for certain products or circumstances where permitted by law, including:

Fresh flowers and other perishable goods where the statutory cancellation exception applies
Products made to your specifications or clearly personalised for you, where the applicable legal exception applies
Products that cannot be returned for health or hygiene reasons where applicable and where the relevant legal requirements are met

These exclusions do not remove your rights if a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.

13. Exchanges

We may offer an exchange for certain products, subject to availability.

If you would prefer a refund rather than an exchange, your statutory rights will apply.

For fresh flowers, exchanges may not be possible because of their perishable nature and availability.

14. Late or Missing Returns

If you are returning an item, please retain proof of postage or other evidence showing that the item was returned.

We may require this information if a returned parcel does not reach us.

15. Your Statutory Rights

This Refund & Returns Policy does not affect your statutory rights under UK law.

Depending on the circumstances, your rights may include rights under the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this policy excludes or restricts any legal rights that cannot lawfully be excluded or restricted.