Refund policy

We want you to love your flowers in your home. Our 30-day Happiness Guarantee lets you request a change-of-mind return within 30 days of delivery, then send your items back within 14 days of your request.

This policy applies to purchases from Amaranthine Home Ltd, trading as The Faux Flower Company. It explains our guarantee alongside your legal rights. Nothing in this policy limits your statutory rights, including rights relating to faulty, damaged or misdescribed goods.

How to request a return

Email [email protected] with your order number and the items you would like to return. You can also sign in to your account and select “Request return” if that option is available. If you cannot find your order or the return option, email us instead.

Please contact us first for practical instructions, especially if an item is faulty or damaged. You do not need our approval or a particular form to exercise a statutory right to cancel. A clear statement that you wish to cancel is enough.

Send returns to:

The Faux Flower Company
Unit 37, Lansdown Industrial Estate
Cheltenham
GL51 8PL
United Kingdom

Include your order number, pack securely and keep proof of posting. We recommend a tracked service.

Our 30-day Happiness Guarantee

Request a return within 30 days of delivery and send the goods back within 14 days of your request. Our guarantee covers goods returned complete, unused and in their original condition, apart from the gentle inspection described below.

You may return separately purchased products from a larger order. A multi-stem pack or arrangement sold as one product must be returned complete, with all stems and components. We do not offer partial per-stem returns from these products. This does not restrict your statutory remedies if a product or component is faulty or not as described.

For a qualifying return of a standard bouquet or arrangement, we also refund the associated optional hand-tying fee throughout the full 30-day guarantee. Choosing a standard arrangement or standard hand-tying does not make the product bespoke.

For change-of-mind returns requested on days 15–30, we refund the price paid for the returned goods and any qualifying hand-tying fee, but not the original delivery charge. This includes international delivery charges and does not affect any delivery refund required by law.

Trying your flowers at home

You are welcome to unwrap your flowers, gently position them in a vase and see how they look in different rooms and light. Until you decide to keep them:

• Do not cut, trim or shorten stems, or reshape them beyond gentle handling.
• Keep hand-tied bouquets tied and arrangements complete.
• Keep items clean, dry and indoors, away from anything that could mark or alter them.
• Keep the original box and protection where possible. A sturdy alternative with suitable protective packing is also accepted.

Using flowers to decorate an event or displaying them for an occasion goes beyond checking whether they are right for you. Our extended guarantee is not a hire or borrowing service.

If goods do not meet the conditions of our extended guarantee, we will explain the issue and any proposed reduction or refusal. For a statutory cancellation, a deduction for reduced value can only reflect handling beyond what is necessary to establish the goods’ nature, characteristics and functioning, and only where the law allows it. Opening packaging or inspecting an item does not automatically justify a deduction. We do not charge a restocking or cancellation fee.

Your statutory right to cancel

If you are a UK or EU consumer, you can cancel an eligible online purchase without giving a reason. You may tell us before delivery or within the 14-day period beginning the day after you receive the goods. For a single order delivered in separate parts, that period begins the day after the last item is received. Send the goods back within 14 days of telling us you are cancelling.

If you cancel and return the whole order under this right, we refund the price paid and the cost of our least expensive standard delivery option available for that order. If you chose a more expensive service, we do not have to refund the additional delivery cost. For a partial return, we refund the amount paid for the returned products; original delivery charges are not refunded unless required by law.

Goods genuinely made to your specifications or clearly personalised can be excluded from change-of-mind cancellation and our guarantee. Standard product choices and standard optional hand-tying are not excluded on that basis. The exemption does not affect rights relating to faulty or misdescribed goods.

If a statutory deadline falls on a Saturday, Sunday or public holiday, any extension required by applicable law will apply.

Faulty, damaged or incorrect items

Please email us with your order number and a description of the problem. Photographs of the item and packaging are helpful if you can provide them; they are not a condition of your statutory rights. Contact us before attempting repairs or paying for return postage so we can arrange the appropriate next steps.

We will cover reasonable return costs where the goods are faulty, damaged or not as described. Depending on your location and the item, we will arrange collection, provide a prepaid label or agree reimbursement of reasonable postage. We will offer a replacement or refund as appropriate, without limiting any remedy you are entitled to choose under applicable law. Replacements depend on stock availability.

Our 30-day change-of-mind guarantee is not a limit on faulty-goods rights. In the UK, these include a short-term right to reject faulty goods, normally within 30 days, and further rights to repair, replacement, a price reduction or a refund in qualifying circumstances after that. Minor handmade variations do not remove your rights if goods are faulty or fail to match their description.

Return postage and refunds

You arrange and pay return postage for a change-of-mind return unless we have agreed otherwise. Pack the goods carefully and keep evidence that you sent them. If a return is delayed or lost, contact us with your posting and tracking details so we can investigate; this does not override statutory refund deadlines.

We aim to issue refunds within 2 working days of receiving returns and will email you when the refund has been issued. Allow up to 5 working days after that for it to appear in your account, depending on your payment provider. Contact us if it has not appeared after that time.

Refunds go back to the original payment method unless we agree otherwise with you. Where a gift voucher paid for all or part of the order, that amount is refunded to gift-voucher credit.

For statutory cancellations, we refund without undue delay and within 14 days of receiving the goods back or evidence that you have sent them back, whichever is earlier. If we agree to collect the goods, the applicable deadline runs from your cancellation notice. For faulty-goods refunds, the relevant statutory deadline applies. Our processing aim and bank-clearance guidance do not extend these deadlines.

Discounts and promotional gifts

Refunds reflect the amount actually paid for the returned product after discounts. Separately purchased items remain separate products even if a multibuy discount applied.

If a return means an order no longer meets a free-gift promotion’s qualifying conditions, return the gift with the items. If the gift is missing, we will contact you and give you a reasonable opportunity to return it. If you choose to keep it or do not return it, we will deduct its value from the refund where permitted by law.

The qualifying conditions, gift value and deduction rule must have been clearly stated in the offer terms before purchase. A deduction will not exceed that stated value or the refund otherwise due, and will not be an arbitrary penalty or restocking fee. We will explain the calculation and meet any statutory deadline for the refund due.

For a promotional gift voucher, contact us so that any unused balance can be cancelled instead of deducted. If the voucher has already been used, any adjustment follows the value and rules disclosed before purchase, subject to applicable law.

International returns, taxes and duties

The same return-request deadlines, product-condition requirements and refund timings apply to international orders, subject to any additional rights under applicable law. Change-of-mind return postage is at your cost.

Contact us for the correct customs instructions before sending a return to the UK. Describe the parcel accurately as returned goods and include the original order details where required. Do not declare the goods as British-origin solely because you bought them from us.

We refund taxes collected by us on returned goods where required by law. If you paid import duties, taxes or fees directly to a customs authority or courier, you may need to claim them back from that organisation; we can provide order and return information to help.

Where import charges were collected at checkout, their treatment depends on the charge and applicable refund rules. We will explain any amount that cannot lawfully be refunded. If we recover an amount relating to your return, we will pass that refund on to you. We do not apply a blanket deduction for unrecovered customs charges, and this does not limit your rights for faulty or misdescribed goods.

Misuse of the guarantee

Where there is clear evidence of repeated use of goods followed by returns, such as using flowers for events and returning them afterwards, we may decline future orders. We assess the circumstances individually; the value or frequency of genuine returns alone does not establish misuse.

This does not retrospectively remove the guarantee on an order already accepted, or limit statutory cancellation or faulty-goods rights. The condition of returned goods is assessed under the rules above.

Optional cancellation form

You may copy the wording below into an email or letter, but you do not have to use this form.

To: Amaranthine Home Ltd, trading as The Faux Flower Company, Unit 37, Lansdown Industrial Estate, Cheltenham, GL51 8PL, United Kingdom; [email protected].

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods and order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if sent on paper):
Date:

Delete whichever wording does not apply.