Refund & Returns Policy
Anastasia Florists / aflorists.com
Last updated: 22 June 2026
1. Our Quality Guarantee
All our flower arrangements are made using the freshest flowers available. Every bouquet and arrangement leaves us in the best possible condition and is accompanied by care instructions to help you get the most from your flowers.
Fresh flowers are living, perishable products. Their longevity depends significantly on how they are cared for after delivery — including keeping them in fresh water, away from direct sunlight, heat sources, draughts, and fruit. We stand behind the quality of what we make and deliver; we ask that customers play their part by following the care instructions provided.
2. Statutory Rights & Perishable Goods
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, fresh flowers and plants are classified as perishable goods and are exempt from the standard 14-day right to cancel. We do not accept returns or offer refunds for a change of mind.
This does not affect your statutory rights. If the goods you receive are faulty, significantly not as described, or not of satisfactory quality, you retain your rights under the Consumer Rights Act 2015, subject to the conditions set out in this policy.
3. How to Make a Claim
Because flowers are perishable, time is critical when investigating any complaint. If you believe there is a problem with your order, you must notify us within 24 hours of receipt. Claims made after this period cannot be considered, as it is not possible to assess the condition of the flowers or determine the cause of any deterioration once this time has passed.
To make a claim, please contact us at [email protected] with the following:
- Your order number
- A clear photograph of the flowers or arrangement as received, showing the issue you are reporting
- A brief description of how the flowers have been cared for since delivery (water, location, temperature)
Please do not dispose of the arrangement until we have confirmed our investigation is complete, as we may request further photographs or information.
4. How We Assess Claims
We will review all photographs and information provided promptly. Our assessment will take into account the condition of the flowers as shown, the care instructions provided with your order, and the time elapsed since delivery.
Where a claim is upheld — meaning the flowers were genuinely faulty, damaged in transit, or significantly not as described, and our care instructions were followed — we will offer one of the following at our discretion:
- A full refund to your original payment method
- A partial refund reflecting the nature of the issue
- A replacement arrangement of equivalent value
Where a claim is not upheld — for example where the poor condition of the flowers is consistent with natural perishable decay, improper care, exposure to heat or sunlight, or where care instructions were not followed — a refund or replacement will not be issued.
We will not require you to physically return perishable items. Our assessment is based on the photographic and written evidence provided. We may ask for additional photographs or information if needed to complete our review.
5. Care Instructions
All orders are sent with flower care instructions. To get the best life from your flowers, we recommend:
- Place stems in clean, fresh water as soon as possible after delivery
- Re-cut stems at an angle before placing in water
- Keep flowers away from direct sunlight, radiators, open fires, and other heat sources
- Keep flowers away from draughts, air conditioning units, and fans
- Keep flowers away from ripening fruit, which releases ethylene gas and shortens flower life
- Change the water every one to two days and re-cut stems each time
Flowers that show signs of deterioration consistent with any of the above conditions will not be considered faulty, and a refund will not be issued on this basis.
6. Funeral Flower Deliveries
For funeral flower orders delivered to funeral directors or other third-party premises, our responsibility ends at the point of delivery to the premises. Once flowers have been handed over to funeral director staff, left at reception, or placed in a designated flower room, we have no control over their subsequent handling, storage, or placement.
We cannot accept responsibility for the condition of flowers after delivery to a third-party premises, or for what happens to them on the day of a service. If you have specific concerns about the handling of funeral flowers, we recommend raising these directly with the funeral director.
7. Refund Processing
Where a refund is approved, we aim to process it within 5 to 7 business days of confirming the outcome to you. In all cases, refunds will be made within 14 days of agreeing that a refund is due, in line with our obligations under the Consumer Rights Act 2015. Refunds are made to your original payment method.
8. Contact Us
To make a claim or ask a question about this policy, please contact us:
- Email: [email protected] (preferred — allows you to attach photographs)
- Post: Anastasia Florists, 336 King Street, Aberdeen, AB24 5BJ
- Website: https://www.aflorists.com
We aim to respond to all enquiries within 1 working day.