Refund policy
Fleuriste London Ltd trading as Luxe Petals
Version 1 · Last updated: 11 August 2026
This policy explains what happens if something is wrong with your flowers, when an order can be changed or cancelled, and how we handle refunds. It sits alongside our Terms of Service, which govern your order.
Nothing in this policy reduces your legal rights. Where anything here conflicts with the law that protects you as a consumer, the law wins.
1. Your legal rights
Under the Consumer Rights Act 2015, the flowers and goods we supply must be of satisfactory quality, fit for their purpose, and as described. If they are not, you have legal rights, and we will honour them.
In short, and without limiting anything the law gives you:
- The short-term right to reject. If goods are faulty, you normally have 30 days to reject them and claim a refund. For goods that can reasonably be expected to perish sooner, the law makes that period shorter — for fresh flowers, it is as long as the flowers could reasonably be expected to last. This is why we ask you to tell us quickly.
- Repair or replacement. If you no longer have the short-term right to reject, you can ask us to repair or replace the goods.
- Price reduction or the final right to reject. If a repair or replacement is not possible, or does not fix the problem, you can claim a reduction in price or reject the goods.
These rights apply in addition to anything we offer you as a gesture.
2. The 14-day cancellation right, and why it does not apply to most flower orders
When you buy online you usually have 14 days to change your mind. That right has exceptions set out in regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and two of them cover most of what we sell:
- "the supply of goods which are liable to deteriorate or expire rapidly" — fresh flowers and plants; and
- "the supply of goods that are made to the consumer's specifications or are clearly personalised" — funeral tributes, bespoke arrangements, and anything designed to your brief.
This exception is only about changing your mind. It has no effect at all on your rights if the flowers are faulty, damaged, incorrect, of unsatisfactory quality, or not as described. Those rights are in section 1 above and they always apply.
3. Changing or cancelling an order
Call us on 020 3759 1977 as soon as you can. We will always try to help.
We begin preparing your order after payment has been made and the details we need are confirmed with you.
- Before we begin preparing your order, we will normally cancel or amend it and refund you in full, including any delivery charge you have paid.
- Once preparation has begun, we may not be able to cancel, because the flowers have been bought and the work has been done. We will tell you honestly what is possible — for example moving the date, changing the delivery address, or adjusting the design.
If we cannot accept or fulfil your order — because a flower is unavailable, because we cannot make your date, or because we cannot deliver to your address — we will tell you and refund what you have paid.
4. If something is wrong with your flowers
Please contact us on 020 3759 1977 or info@luxepetalslondon.com as soon as reasonably possible, and send us photographs if you can.
We ask for this because flowers are perishable: the sooner we see the problem, the better we can work out what happened and put it right. This is a request, not a deadline. It does not cut short any right the law gives you.
Tell us what you ordered, when it arrived, and what is wrong. If the flowers went to someone else, let us know where they are so we can arrange collection or replacement if that turns out to be the right answer.
5. What we will do
We look at each case before deciding, because the right answer depends on what went wrong. We do not promise a particular outcome before we have seen the problem, and we do not want to raise an expectation we cannot meet.
Depending on the circumstances, we may:
- remake and re-deliver the arrangement;
- supply a replacement or a suitable alternative;
- refund you in part; or
- refund you in full.
Where the law gives you a specific remedy, you get that remedy. Where there is a choice, we will discuss it with you rather than decide for you.
6. Substitutions
Every arrangement is made by hand from fresh flowers, and flowers may be substituted where stock or seasonal availability requires it. Where we substitute, we use flowers of equal or greater value and, as far as possible, of a similar style and colour. Where a substitution would materially change the design, we will try to contact you before we make it.
If a substitution materially changes what you ordered, or is otherwise not acceptable to you, tell us and we will put it right — by remaking the arrangement, by offering a suitable alternative, or by refunding you, as appropriate. This does not limit your statutory rights.
Stem counts, exact shades and individual blooms will vary, and photographs on our website are representative rather than exact.
7. Deliveries that fail because of the address
Please make sure the address, the postcode and a contact telephone number are correct, and tell us anything the driver needs to know about access.
We cannot be responsible for a failed delivery caused by an incorrect or incomplete address, and in that situation a further delivery may need to be paid for. If you spot a mistake, call us on 020 3759 1977 straight away — if we have not set off, we can usually fix it at no cost.
What happens when nobody is available to receive the flowers is set out in our Shipping, Delivery and Collection Policy.
8. Who we deal with about a refund
The person who placed and paid for the order is the person we hold the contract with, and refunds go back to them.
If you received flowers as a gift and something is wrong, please still tell us. We will look into it, and we will work with whoever placed the order to put it right.
9. How refunds are made
Where a refund is due:
- we make it using the same means of payment you used, unless you expressly agree otherwise;
- we do not charge you any fee for making it; and
- we make it without undue delay, and in any event within 14 days beginning with the day we agree that you are entitled to it.
How long the money takes to appear in your account after that is down to your bank or payment provider, not to us.
10. Weddings, funerals and events
Larger commissions are arranged individually and come with a written proposal setting out the design, what is included, the price, and any separate terms about deposits, timings or installation. Those terms apply to that commission alongside this policy, and they may deal with cancellation and deposits differently. We will always set them out in writing before you commit.
11. Complaints
If something has gone wrong, tell us so we can put it right. Email info@luxepetalslondon.com or call 020 3759 1977. We aim to acknowledge complaints promptly and to resolve them fairly.
You can also get free, independent advice from Citizens Advice at citizensadvice.org.uk, or from the Citizens Advice consumer helpline on 0808 223 1133, Monday to Friday 9am to 5pm, closed on bank holidays. Calls are free from landlines and mobiles.
12. Contact
Fleuriste London Ltd trading as Luxe Petals
12 Streatham High Road, London, England, SW16 1DB · Company number 12194910
info@luxepetalslondon.com · 020 3759 1977
Monday to Saturday 11:00 – 19:00 · Sunday 10:00 – 16:00