Refund policy

Fresh Flowers

Due to the perishable nature of fresh flowers, all sales are final. If your flowers arrive damaged or are significantly different from what was described, please contact us within 24 hours of delivery at [email address] with photographic evidence. We will assess each case individually and may offer a replacement, store credit, or refund at our discretion.

Faux Arrangements, Candles & Gifts

We want you to be completely satisfied with your purchase. If you are unhappy with your order for any reason, please contact us within 14 days of receiving your item.

Items must be returned unused, in their original packaging, and in a resaleable condition. Return shipping costs are the responsibility of the customer unless the item is faulty or not as described. We recommend using a tracked service as we cannot accept responsibility for items lost in transit.

Refunds will be processed within 14 days of receiving the returned item, to your original payment method.

EU Customers — Right of Withdrawal

In accordance with the EU Consumer Rights Directive, customers in the European Union have the right to withdraw from their purchase within 14 days of receiving their order, without giving any reason. Please note this right does not apply to fresh flowers and other perishable goods.

To exercise your right of withdrawal, please notify us before the 14-day period expires by contacting us at [email address]. You will then have a further 14 days to return the item. Return shipping costs are borne by the customer unless the item is faulty or not as described. Refunds will be issued within 14 days of us receiving the returned goods.

Faulty or Damaged Items

If any item arrives faulty or damaged, please contact us within 24 hours of delivery at sales@pulbrookandgould.co.uk with photos. We will arrange a replacement or full refund, including return postage, as appropriate.

Contact

For all returns and refund enquiries, please contact us at: sales@pulbrookandgould.co.uk, 02077300030, Pulbrook & Gould Flowers, 65 Gloucester Road, South Kensington, London, SW7 4PE, United Kingdom