Refund and returns policy
Grafton Return & Refund Policy
All refunds and returns are dealt with and decided on a case by case basis, but the following outline our policies and procedures to ensure a smooth process should a refund or return be deemed necessary.
Satisfaction Guarantee
If you’re not completely satisfied, all you have to do is contact us. We promise that if your unhappiness is any fault of ours, we’ll offer to put things right.
Mistakes During Ordering
Mistakes happen, we understand! So if you make an error during ordering, such as add an additional item by mistake or put in the incorrect delivery date, please get in contact as soon as possible and we’d be happy to make those changes for you up until the order is onboard with the delivery driver.
Sometimes we’ll notice what appears to be a mistake, in which case, we’ll attempt to make contact with you to clarify your order. If we are unable to make contact or don’t hear back from you before the order is placed onboard with our delivery driver we will assume the order is correct and send it as ordered.
Cancelling Orders
If you need to cancel your order, please contact us immediately. We will be able to offer a full refund as long as the following conditions are met:
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We cannot cancel an order or issue a refund for items that have already been delivered.
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If your order is already onboard with the courier you will be charged a cancellation fee equal to 50% of the order total so that we can recover delivery costs and cost of goods sold.
Substitutions
Whilst we make every effort to do our very best to ensure your chosen colour and flowers are sent out, from time to time due to seasonal variety and availability we are unable to match the request. Because we receive flowers fresh daily and create our arrangements on the day of delivery we sometimes only find out on the morning of delivery that our suppliers haven’t been able to fulfil our requested order.
In these cases, when we need to make substantial substitutions, we endeavour to make contact with you to ensure that a replacement of flower type or colour is acceptable and we will happily refund the order in full if it is not, or arrange for an alternative flower arrangement to be delivered, provided you are able to get back to us before your order is placed onboard with our drivers for delivery. If we don’t hear back from you before the delivery is onboard, we will assume you have accepted the changes.
We have put in place methods and procedures to ensure that substitution rarely occurs and are always working to minimise this as we know the importance of sending the product as chosen.
After Delivery
If the flowers sent out are deemed to have been the incorrect item or of poor quality, we will offer a replacement to be sent out. Unfortunately we are unable to accept returns or issue refunds if you have not attempted to make contact within 1 hour of delivery of your order.
Replacement & Return
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In the case of a replacement arrangement being issued, we may request for the original order to be returned, to assess what may have gone wrong. This will be picked up at the same time as the replacement delivery is delivered.
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In the case where it is determined that a refund will be issued, we may request to have the flowers returned to us for inspection. In such a case, We will pay any pick up and delivery fees associated with returning the item to us.
Refund Processing
Refunds will be processed back into the account you placed the order with. For example, if you placed the order using credit card, we will refund it back to your credit card. Once a refund has been processed it take up to five working days for the refund to appear in your account.
If you have any concerns about your refund please don’t hesitate to contact us.
