Refund policy

Last updated: 29 August 2026

1. About Us

This Refund & Returns Policy applies to orders placed with FLOWERS BY ACANTHUS LIMITED, a company registered in Scotland under company number SC893796.

Business address:
58 Long Lane
Broughty Ferry
Dundee, Scotland
DD5 1HH
United Kingdom

Email: help@FLOWERSBYACANTHUS.com
Phone: +44 7460015985

2. Our Commitment

We want you to be happy with your purchase. If there is a problem with your order, please contact us as soon as possible so that we can review the issue and work with you to find an appropriate solution.

This policy does not affect any statutory rights you may have under UK consumer law.

3. Fresh Flowers

Because fresh flowers are perishable goods, they are generally not eligible for return simply because you have changed your mind after delivery.

However, if your flowers arrive damaged, significantly different from what you ordered, or otherwise do not meet the requirements of your order, please contact us promptly so that we can investigate and, where appropriate, offer a replacement, refund, or other suitable remedy.

Due to the perishable nature of flowers, we recommend contacting us as soon as possible after delivery, preferably on the day of delivery, and providing clear photographs of the flowers and packaging where applicable.

4. Vases and Non-Perishable Items

If you purchase a vase or another non-perishable item, your rights to cancel or return the item may depend on the circumstances of your purchase.

Where applicable, you may have a statutory right to cancel your order within 14 days of receiving the goods, followed by a further 14 days to return them.

Returned items should be in an appropriate condition and, where reasonably possible, in their original packaging.

Certain exclusions and exceptions may apply under UK consumer law.

5. Damaged Items

If your vase or another item arrives damaged, please contact us as soon as possible.

Please provide:

Your order number.
A description of the problem.
Clear photographs of the damaged item.
Photographs of the packaging, where relevant.

We will assess the issue and, where appropriate, arrange a replacement, refund, repair, or other remedy in accordance with your legal rights.

6. Incorrect or Faulty Items

If you receive an item that is faulty, damaged, incorrect, or not as described, please contact us promptly.

Depending on the circumstances and your legal rights, we may offer a replacement, repair, refund, or another appropriate remedy.

We will not ask you to waive any rights you have under applicable UK consumer protection legislation.

7. Change of Mind

For eligible non-perishable products, you may have cancellation rights under the Consumer Contracts Regulations 2013.

However, these cancellation rights generally do not apply to goods that are liable to deteriorate or expire quickly, which can include fresh flowers.

If you are unsure whether your purchase is eligible for cancellation, please contact us before returning the item.

8. Refunds

Where a refund is approved, we will normally process it using the original payment method.

The time it takes for the refund to appear in your account may depend on your bank, card issuer, or payment provider.

Where a refund is required by law, we will process it in accordance with applicable UK consumer legislation.

9. Return Costs

Where you are returning an eligible non-perishable item because you have changed your mind, you may be responsible for the direct cost of returning the item, unless we have agreed otherwise or applicable law requires us to cover the cost.

Where an item is faulty, damaged, incorrect, or not as described, we will deal with return costs in accordance with your statutory rights.

10. How to Request a Return or Refund

To request a return, refund, replacement, or other remedy, please contact us using the details below.

Please include your order number and explain the reason for your request. Photographs may be requested where they will help us assess damage or defects.

Email: help@FLOWERSBYACANTHUS.com
Phone: +44 7460015985

Please do not send items back without contacting us first, as we may need to provide return instructions.

11. Statutory Rights

Nothing in this Refund & Returns Policy is intended to limit, exclude, or replace your statutory rights as a consumer under applicable UK law.

If goods are faulty, not as described, or do not conform to the contract, you may have rights and remedies under the Consumer Rights Act 2015 and other applicable legislation.