Bernard Rochet Return policy

1. General Information

Bernard Rochet
303 Brompton Road
London, SW3 2DY
Website: www.bernardrochet.co.uk

2. Fresh Flower Returns

Due to the perishable nature of our products, we generally do not accept returns on fresh flowers. However:
– If you receive flowers that are damaged, of poor quality, or significantly different from what was ordered, please contact us within 2 hours of delivery
– Photographic evidence of the condition of flowers must be provided
– We will offer either a replacement or full refund at our discretion

3. Non-Perishable Items

For non-perishable items (vases, accessories, dried flowers):
– Returns are accepted within 14 days of purchase
– Items must be unused, in their original packaging, and in resaleable condition
– Return shipping costs are the responsibility of the customer unless the item is faulty
– Refunds will be processed within 14 days of receiving the returned item

4. Cancelled Orders

– Orders can be cancelled free of charge up to 24 hours before the scheduled delivery time
– For same-day delivery orders, cancellations are only possible within 1 hour of placing the order and before delivery has been dispatched
– Full refunds will be issued for qualifying cancelled orders within 14 days

5. Faulty or Incorrect Items

If you receive faulty or incorrect items:
– Contact us within 24 hours of delivery
– Provide photos of the items received
– We will arrange collection at our expense
– A full refund or replacement will be provided at your choice

6. Refund Process

– Refunds will be made to the original payment method
– Processing time is typically 5-10 working days
– You will receive email confirmation once the refund has been processed
– For credit/debit card payments, it may take an additional 3-5 working days for the funds to appear in your account

7. Exceptions

We reserve the right to refuse returns if:
– The item shows signs of use or damage
– The return is not made within the specified timeframe
– Proper proof of purchase cannot be provided
– The item was clearly marked as non-returnable at the time of purchase

 8. Statutory Rights

This policy does not affect your statutory rights under UK Consumer Rights Act 2015.

9. Contact Us

For any questions about our return policy or to initiate a return, please contact us:
Policy last updated: 18 January 2025