Refund Policy and Safety notices

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REFUND POLICY 

• Freshness Guarantee: Bouquets and arrangements are guaranteed to stay fresh for 5 days (unless stated otherwise). If the flowers are damaged or wilted upon arrival, (or within 24 hours)  a replacement or refund may be honoured (dependant on circumstances). Any complaints should be raised within 24 hours of delivery. 
• Flower care guide must  be followed to keep flowers fresh.
• Change of Mind - If you change your mind, a refund will not be granted. Flowers are a perishable item and can only be replaced if they are damaged, as stated in the terms above. 
• Non-Returnable Items: Due to the perishable nature of flowers, returns on flowers, plants, or arrangements once they have been delivered or picked up is not usually accepted. However, damaged or defective items may be eligible for a refund or replacement.
• Request for Refund/Return: contact us as soon as possible if you are dissatisfied with your purchase.  If you contact us after 48 hours, we may not be able to do anything with your order but will always try to help.
• Proof of Purchase: receipt, order confirmation, or proof of purchase will be required to fix any issues. 
• Special Orders and Custom Arrangements: Custom-designed flowers or special orders cannot be refunded. 
• Delivery Issues: If there is a problem with the delivery (e.g., the wrong address or late delivery), florist will offer a resolution, such as redelivery or confirmation of safe place drop off. If a safe place has been nominated for delivery. A photo will be sent to customer as proof of delivery. If you have listed the wrong address or have moved, Stems by Emz takes no responsibility for redelivery if that was the address listed on the purchase. If no one is home at the stated address, an immediate neighbour delivery with signature will be attempted. If you do not want this, please let me know before delivery is made. 

Contact: emma@stemsbyemz.co.uk or 07511191150

Customer satisfaction is of high importance, I will always try to resolve any issues.