We want to resolve any problems with returns, refunds and product concerns fairly and as quickly as possible. 

This policy should be read alongside our Terms and Conditions. The policy explains how to report a problem, return an eligible product or request a refund. 

The rights described below differ depending on whether you are purchasing as a Consumer or for purposes wholly or mainly connected with a trade or business. 

Nothing in this policy limits or excludes any statutory rights that cannot lawfully be excluded. 

 

Reporting a Fresh Product Concern 

Please unpack and inspect fresh flowers, foliage and other perishable products as soon as possible after delivery.

Because these products can change quickly after delivery, we ask that visible quality issues, significant breakages, shortages or incorrect products are reported within 24 hours of delivery wherever reasonably possible.

Prompt notification allows us to assess products in substantially the same condition in which they were delivered.

When contacting us, please provide:

• your order number;
• the product concerned
• the approximate number of affected stems or units;
• a clear description of the issue;
• a close-up photograph showing the problem; and
• a photograph showing the complete bunch, wrap or product.

Please email this information to office@trianglenursery.co.uk

Failure to notify us promptly may make it more difficult to establish whether a problem existed at the time of delivery, particularly with perishable products. 

The request to report fresh-product concerns promptly does not remove or restrict any statutory rights you may have.

 

Returns of Floral Sundries, Accessories and Other Non-Perishable Goods 

Consumers who purchase eligible non-perishable products online, by telephone or by email generally have the right to cancel their purchase without giving a reason.

This does not apply to goods made or cut to your specification or clearly personalised, goods sealed for health or hygiene reasons once unsealed after delivery, or goods which have become inseparably mixed with other items after delivery. Fresh flowers and foliage are covered separately below.

You must notify Triangle Nursery Ltd of your decision to cancel within 14 days after receiving the goods.

You can notify us by telephone, email or another clear written statement.

You can use the returns form at the bottom of this page, but you do not have to.

You then have a further 14 days from notifying us of your cancellation to return the goods.

We may provide a Returns Note to help us identify and process your return. Where one is supplied, please include it with the returned goods.

 

Returning the goods

Return postage

You pay the cost of sending goods back to us, unless they are faulty, damaged, incorrect or not as described.

Condition of returned goods

Please return goods unused and in the condition you received them, in their original packaging wherever possible, so that they can be resold. You may handle the goods to check them, as you would in a shop.

We check every return when it arrives. If goods have been used, damaged, or handled more than was needed to check them, and have lost value as a result, we will reduce your refund by that amount. If goods cannot be resold at all, the reduction may be up to the full price of the goods.

Returning part of an order

You can return some of the items and keep the rest. We will refund the price of the items you return. If an item is sold in packs, please return whole, unopened packs.

Please:

• package the goods securely;
• take reasonable care to prevent damage in transit;
• use a suitable postal or courier service; and
• retain proof of postage or tracking until your refund has been completed.

We recommend an appropriately tracked and insured service for higher-value items.

Triangle Nursery Ltd is not obliged to arrange collection of non-faulty change-of-mind returns unless we have specifically agreed to do so.

Refunds will be processed without undue delay and no later than 14 days after:

• we receive the returned goods; or
• you provide satisfactory evidence that the goods have been returned,

whichever occurs first, where permitted by law.

We may withhold a change-of-mind refund until the goods are received back or satisfactory evidence of return is provided.

Refunds will be made using the same payment method used for the original purchase.

After we issue a refund, your bank or payment provider may require additional processing time before the funds appear in your account.

 

Faulty, damaged, incorrect or misdescribed non-perishable goods 

Your rights are different where goods are:

• faulty;
• damaged;
• not as described;
• incorrect; or
• otherwise do not conform to the contract.

Please contact us as soon as reasonably possible so that we can investigate.

Depending on the circumstances and your statutory rights, an appropriate remedy may include:

• repair where appropriate;
• replacement;
• full or partial refund; or
• another suitable remedy.

Where a Consumer validly rejects faulty goods, Triangle Nursery Ltd will bear the reasonable costs associated with returning those goods.

You will not be required to pay the reasonable return cost for goods which are validly rejected because they are faulty, damaged, incorrect or not as described.

 

Substitutions 

Occasionally a product may become unavailable, or the quality available may not meet our standards after your order has been placed. Our substitution procedure is set out in our Terms & Conditions. If you receive a substitution which is materially different from the product ordered and is unsuitable, please contact us promptly so that we can investigate and agree an appropriate resolution.

Your statutory rights are not affected by our substitution policy.

 

Cancelling an order before despatch 

Fresh and perishable products

Fresh flowers and foliage are often purchased specifically in response to individual customer orders.

If you wish to cancel or amend a fresh-product order, please contact us as soon as possible.

Where sourcing has not yet begun, we may be able to agree to a cancellation or amendment.

Once sourcing or preparation of fresh and perishable products has begun, it will normally not be possible to cancel, reduce or amend those products because they have been purchased specifically for the order and cannot readily be resold.

This relates to change-of-mind cancellation and does not affect statutory rights where goods are faulty, not as described or otherwise do not conform to the contract.

 

Non-perishable products

Where a non-perishable order has not yet been dispatched, please contact us as soon as possible, and we will normally cancel it before despatch where operationally possible.

Where the statutory cancellation right applies, your legal cancellation rights are not dependent upon the order still being undispatched.

 

Delivery Delays 

Delivery delays are dealt with more fully in our Terms & Conditions and Delivery Information.

An estimated one-hour tracking window supplied by DPD is an estimate and is not the same as a paid timed delivery service.

Where a customer has paid an additional charge for a specific timed delivery service and the parcel is delivered outside that applicable timed service but is still delivered that day, we will refund the difference between the timed delivery charge paid and our standard delivery charge.

If your order is not delivered at all on the booked day, please contact us as soon as possible. This will be treated as a delayed delivery under our Terms & Conditions, and your statutory rights, including where delivery by a particular date was essential, will apply.

A delayed delivery does not automatically entitle the customer to a refund for fresh flowers or other perishable goods simply because the goods arrived later than an estimated courier tracking window.

This does not affect any statutory rights which may apply, including where delivery by an agreed date was legally essential to the contract.

 

Returns form

Complete and return this form only if you wish to cancel your order. Please email it to office@trianglenursery.co.uk or post it to the address below.

To: Triangle Nursery Ltd, Building 32, Bentwaters Parks, Rendlesham, Woodbridge, Suffolk, IP12 2TW
Email: office@trianglenursery.co.uk

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:

Order number: ____________________
Ordered on: ____________________   Received on: ____________________
Goods: ____________________________________________
Name: ____________________________________________
Address: __________________________________________
Signature (only if this form is sent on paper): ____________________
Date: ____________________

 

Contact us

For returns, cancellations, refunds or product concerns, please contact:

Triangle Nursery Limited
Building 32
Bentwaters Parks
Rendlesham
Woodbridge
Suffolk
IP12 2TW

Telephone: 01394 385 832

Email: office@trianglenursery.co.uk

Please include your order number wherever possible.