Refund policy
Refund Policy
We want you to enjoy every Flower & White treat. If something isn’t right with your order, please email hello@flowerandwhite.co.uk and our team will help.
No physical returns
We do not operate a physical returns service for our food products. Any refund or replacement you are entitled to will be handled without requiring you to send products back to us.
Damaged, faulty, missing or incorrect items
Please check your order when it arrives. If any products are damaged, faulty, missing or not as described, contact us as soon as possible with your order number and details of the issue.
Where possible, include photographs of the products and packaging. For quality concerns, the batch code and best-before date can also help us investigate.
We’ll review the issue and arrange the refund or replacement you are entitled to. Please keep the products and packaging while we investigate, unless doing so would be unsafe.
Our Taste Promise
We’re confident you’ll love our treats. If they aren’t for you, our Taste Promise gives first-time customers who buy directly from our website the opportunity to request a refund.
To qualify, contact us within 60 days of purchase. The Taste Promise covers orders valued at £40 or less; orders above £40 are excluded.
These conditions apply only to our Taste Promise and do not limit your statutory rights. See our Taste Promise terms for details.
Cancelling an order
Where statutory cancellation rights apply to an online purchase, you can cancel without giving a reason before delivery or within 14 days starting on the day after you receive the goods. Email us with your order details and a clear statement that you wish to cancel.
This right does not apply to goods liable to deteriorate or expire rapidly. It is also lost when sealed goods that are unsuitable for return for health protection or hygiene reasons are unsealed after delivery.
These exceptions do not affect your rights if products are faulty, damaged or not as described.
Refunds
We’ll confirm refunds by email and return payment to your original payment method.
Taste Promise refunds are processed within 7 working days. Refunds for faulty goods are issued without undue delay and within 14 calendar days of us agreeing that you are entitled to a refund.
For a valid statutory cancellation, we will refund you within 14 calendar days of being informed of your cancellation, including the standard delivery charge where applicable. No physical return is required.
Your bank or payment provider may take additional time to display the refund. If it hasn’t appeared after the expected processing period, please contact us.
Nothing in this policy limits your statutory consumer rights, which also apply to products bought at a discounted price.
