Returns, Refunds & Complaints Policy – Brent Florist

Our Commitment to Fresh Brent Flowers

At Brent Florist, your satisfaction is our absolute priority. As a trusted local florist, we proudly serve Brent’s households and businesses with fresh flowers, carefully arranged and promptly delivered. Our fresh Flowers Guarantee assures you vibrant, high-quality blooms every time.

Damaged on Arrival – Immediate Attention

We strive for perfection in every arrangement. However, on rare occasions, flowers may arrive damaged due to transit circumstances beyond our control. If your order is damaged on arrival, please contact us within 24 hours of delivery. We kindly ask that you provide a clear photo as evidence, so we can address the issue swiftly and effectively.

Our Freshness Window

Brent Florist guarantees that your flowers will remain fresh for at least 5 days from delivery, provided they are cared for according to our recommendations. If your flowers wilt or spoil within this period, please let us know. Our team will investigate and resolve the matter to your satisfaction.

Refund & Replacement Options

Your happiness matters to us. Should there be a problem with the freshness or quality of your flowers within our guarantee window, you can choose between a full refund or a replacement bouquet at the next available delivery slot. Every resolution is handled on a case-by-case basis, ensuring we deliver the best care and service to our Brent customers.

• If you choose a replacement, we will endeavour to match your original order as closely as possible.
• If you opt for a refund, we process it promptly using your original payment method.

We reserve the right to collect the original flowers to help us improve our quality assurance.

How to Make a Complaint

Our goal is to ensure every Brent Florist customer is delighted, but we understand that sometimes things don’t go according to plan. If you have feedback or wish to make a formal complaint, please contact us promptly with your order details and a description of your issue. Our management team will:

1. Acknowledge receipt of your complaint within 24 hours (excluding Sundays and bank holidays).
2. Investigate thoroughly, which may involve requesting photos or additional information.
3. Respond with a resolution—be it refund, replacement, or another agreed outcome—within three working days.

All complaints are handled swiftly, confidentially, and with utmost respect for our valued local clients.

Your Trusted Local Florist in Brent

As a dedicated Brent florist, we are deeply committed to supporting our community with outstanding service and beautiful, fresh flowers every time. Brent Florist is proud to serve both private homes and local businesses, ensuring joy and satisfaction with every bouquet delivered.

Thank You for Choosing Brent Florist

We thank you for entrusting us with your special occasions and everyday flower needs in Brent. Your confidence motivates us to maintain the highest standards and to resolve any issues promptly and courteously.