RETURNS & REFUNDS POLICY

Last updated: [25/11/26]
House of Leonard – Luxury Florist

At House of Leonard, we take great pride in the craftsmanship, quality and care behind every floral creation. As each arrangement is made to order using fresh, perishable flowers, our returns and refunds process reflects both the nature of our products and your rights under UK law.

1. Perishable Goods – Fresh Flowers

Because flowers are perishable and made specifically for each order, we are unable to accept returns on any fresh floral products unless:

The item arrives damaged
The item arrives in poor condition
The incorrect item was delivered

If you experience any issues, please notify us within 24 hours of delivery with clear photos of the bouquet/arrangement so we can assess and resolve the situation swiftly.

We may offer one of the following solutions:

A replacement bouquet
A partial refund
A full refund (only where appropriate)

2. Non-Perishable Items

Non-perishable items (e.g., vases, candles, gift items) may be returned within 14 days of delivery in line with Consumer Contract Regulations, provided they are:

Unused
In their original packaging
In a resellable condition

Return postage is the responsibility of the customer unless the item is faulty.

3. Order Amendments & Cancellations

Because orders are prepared in advance and flowers are purchased for each customer:

Orders can be amended or cancelled up to 48 hours before the delivery date.
Cancellations requested after this timeframe may not be eligible for a refund.

For same-day or next-day deliveries, cancellations may not be possible once the order has been prepared.

4. Substitutions

Due to seasonal availability, weather conditions and market variations, we may occasionally make thoughtful substitutions to maintain quality and style.

Substitutions will always reflect equal or higher value and the overall design will remain true to the original aesthetic.

Substitutions do not qualify as grounds for a refund unless the final product is materially different from what was advertised.

5. Delivery Issues

If your flowers:

Were not delivered to the correct address
Arrived significantly later than scheduled
Were damaged upon arrival

Please contact us within 24 hours so we can investigate and provide a suitable resolution.

If no one is home to receive the delivery, we may leave the flowers in a safe location or with a neighbour. We cannot be held responsible for issues arising from delays caused by recipient unavailability.

6. How to Contact Us About a Refund

To report an issue or request a refund, please email: orders@houseofleonard.co.uk

Include:

Your order number
Delivery name
Photos (if applicable)
A short description of the issue

We aim to respond within 24 hours.

7. Refund Processing

Once approved, refunds are issued to your original payment method within 3–7 working days, depending on your bank.

8. Our Commitment

Your satisfaction means everything to us. Every bouquet is crafted with care, and we are dedicated to ensuring your experience reflects the luxury, elegance and superior quality of House of Leonard.

If you have any questions about this policy or need support, please reach out — we are always here to help.