Penelope Petal Creations

Returns

1. Due to the nature of our products being made to order, bespoke items, refunds will only be given at the discretion of the management. 
2. If you receive goods that are damaged or faulty, you must make any complaint to the company within 1 working day of the delivery date of your products.
3. In order to exercise your return rights as above, you must email info@penelopepetal.co.uk within 1 day of receiving your goods.
4. Any products that are returned must be sent recorded delivery to Penelope Petal Creations Ltd (address on invoice).
5. The client/buyer is responsible for paying all return postage costs. This is not the responsibility of the company.
6. All products that are claimed to be faulty or damaged must be returned to us. We will inspect all products returned to us claimed to be faulty or damaged. If we discover that they are not faulty or damaged, we will NOT refund or offer an exchange of product.
7. Refunds, partial refunds or an exchange will be given if the product is proved to be faulty or damaged and will be at the company’s discretion and their decision will be final.
8. Where a refund is to be issued, we will issue a refund for the full price of the product returned to us in accordance with the terms and conditions of our returns policy, excluding any return costs.
9. We will issue refunds within 30 days of received products back.
10. We will not refund any delivery charges and/or returns delivery which are both the responsibility of the client/buyer.
11. If you return a product against the terms of this policy and where you do not have any other legal right to return the product, we will not refund or exchange the product.
12. The product will not be returned until the buyer pays for delivery costs for the product to be re-delivered.
13. Payment must be made within 14 days, if do not receive payment we reserve the right to dispose of the product.
14. Where you have no other legal right to return a product and receive a refund or exchange, then you will be entitled to return a product to us where:
15. We received the return product within 7 days following the date of purchase of the product.
16. The returned product is unused, in its original unopened packaging with any labels still attached and otherwise in a resalable condition.
17. There are a number of products that may not be returned. You may not return an item if any of the below apply:
18. Any bespoke order including bridal bouquets and floral gifts.
19. Any order made to your specification.