Returns, Refunds & Complaints - Our Promise to Fortis Green

Our Fresh Flowers Guarantee in Fortis Green

At Fortis Green Florist, we know that receiving fresh, vibrant flowers is important to our customers. As a trusted local Fortis Green florist, we are proud to supply both households and businesses with arrangements that meet the highest standards of quality and freshness. Every bouquet leaving our studio comes with our Freshness Guarantee, ensuring you experience the beauty you expect with every order.

Damaged-on-Arrival Policy

Your satisfaction is our top priority. While we take every precaution to pack and deliver your flowers with care, we recognise that rare mishaps can occur during transit. If your flowers arrive damaged or not in optimal condition, please notify us as soon as possible on the day of delivery. We kindly ask that you take clear photos of the damaged items and packaging to help us assess the situation swiftly.

Freshness Window & Quality Assurance

Our Freshness Guarantee means your flowers should look radiant and healthy for at least five days from the date of delivery, provided they are cared for using our care instructions. As flowers are natural and perishable, some varieties may last longer than others, but if you notice significant wilting or spoilage within this five-day window, please let us know so we can address your concerns promptly.

Refund & Replacement Options

If your flowers are damaged on arrival or do not meet our Freshness Guarantee, we offer two main resolution options:

• Replacement: We can arrange a fresh bouquet to be delivered to you at the earliest opportunity, using flowers of your original selection or an equivalent if your choice is unavailable.
• Refund: For damaged-on-arrival products or freshness issues reported within the five-day period, we offer the choice of a full or partial refund depending on the extent of the problem. Refunds are processed by the original method of payment within several working days.

All requests for a refund or replacement should be made promptly so we can rectify the issue without delay. We may request photographic evidence for our quality control and training purposes.

Complaints Process

Your feedback matters to us. If you are unhappy with your experience or have a complaint about your order or any aspect of our service, please contact us directly with your concerns. We promise to:

• Acknowledge all complaints within one working day of receipt.
• Investigate your query fully and respond thoughtfully, aiming to resolve it to your satisfaction within two working days whenever possible.
• Review all feedback as part of our commitment to continuous improvement and customer care.

Our Trusted Local Pledge

Fortis Green Florist is proud to serve our local community, delivering flowers to homes and businesses throughout Fortis Green and neighbouring areas. Our reputation is built on reliability, quality, and trust—qualities we strive to uphold with every bouquet. If you have any concerns, please reach out directly so we can make things right, every time.