Refund, Cancellation and Return Policy

This policy explains when you get your money back, why a paid order cannot be cancelled, what happens if something arrives damaged, and which items can be returned. It forms part of the Terms of Sale. Our approach is straightforward: if a gift is declined or cannot be delivered, you are refunded. Once paid, an order cannot be cancelled. The commitments below are in addition to your mandatory consumer rights, which remain unaffected.

1. At a glance

The list below summarises how each situation is handled. The sections that follow give the detail.

• The recipient declines: full refund, including any tip, without your asking.
• The recipient does not answer: the gift stays open and nothing is refunded automatically.
• We cannot deliver: full refund, including any tip, without your asking.
• You change your mind after paying: a paid order cannot be cancelled or refunded.
• An item arrives damaged or is the wrong item: write within 48 hours with a photo, and we replace or refund it.
• Flowers and food that have been delivered: cannot be returned.
• Unused vases, candles and similar non-perishables: can be returned within 14 days of delivery, arranged by email.
• A tip, once the gift has been delivered: not refundable.
• A book contribution made by mistake: refunded if requested within 14 days.

2. Words used in this policy

“You” means the buyer, who is the person who paid for the order, unless a passage says that it is addressed to the recipient. The “recipient” is the person to whom the gift is offered. “We” and “us” mean the person trading as Quiet Rose, and anyone acting on that person’s behalf in running the shop.

3. When you are refunded in full

Because you pay before the recipient has answered, every order carries a simple promise. You are refunded in full, including any tip, in any of the cases below.

You do not need to ask for this refund or fill in anything. It goes to the original card. We also email you to let you know. This does not apply to a gift that has simply not been answered: it stays open.

• The recipient declines the gift. A recipient may do so for any reason or none, and may also do so after giving delivery details, until the order has gone to the florist.
• We cannot deliver the gift, for instance because the address cannot be reached or a delivery cannot be completed despite our attempts.
• The recipient’s email address has been blocked from receiving gifts. In that case no invitation is sent.
• We cancel the order, for any reason set out in the Terms of Sale.

3.1 What you will be told

In these cases you are told only that the gift could not be delivered. To protect the recipient’s privacy, we do not tell you which reason applied or explain further, even if you ask. This does not change the amount of your refund or your right to it.

4. A paid order cannot be cancelled

Once paid, an order cannot be cancelled. Flowers and food are perishable, and they are ordered and made up for one delivery.

The same applies to a gift the recipient has not answered: it stays open, and it is not cancelled or refunded on request.

If you entered the wrong email address for the recipient, please let us know straight away with your order number, and we will see what can be done.

5. Damaged or wrong items

If an item arrives damaged, or if what arrives is not what was ordered, write to support@quietroseproject.com within 48 hours of delivery and attach a photo of the item. Please include the order number if you have it. We will then either replace the item or refund it. A replacement is delivered without further charge.

The report may come from the buyer or from the recipient. A recipient who writes to us does not need to know the price or the order number, and can simply tell us the name used for the delivery and what went wrong. If we refund, the money goes to the original card, because the recipient has paid nothing.

5.1 What counts as damaged or wrong

An item is damaged if it reaches the recipient broken, crushed or spoiled. It is wrong if it is a different product from the one ordered, or a different size, or if an item is missing. A flower replaced with one of similar value and style, or the ordinary differences between hand-arranged bouquets, are not in themselves wrong items, as Product Information and Allergens explains. Flowers fade naturally over time, and that is not damage.

5.2 Why we ask for 48 hours and a photo

Cut flowers change quickly, so a prompt report and a photo are the fairest way for us to understand what happened and to act while a replacement can still help. This window is how our own commitment works. It does not shorten any period that consumer law gives you for faulty or misdescribed goods.

6. Items that cannot be returned

Flowers and food cannot be returned once delivered. That covers bouquets and chocolates, whose condition cannot be guaranteed once they have left our hands. This limit concerns returns because of a change of mind. It does not affect what we do about damaged or wrong items, and it does not affect your mandatory rights.

7. Returning non-perishable items

Unused non-perishables, such as vases and candles, can be returned within 14 days of delivery. An item must be unused and in the condition in which it arrived. The price of a returned item is refunded to the original card.

Returns are arranged by email, so please write to support@quietroseproject.com before sending anything back, giving the order number if you have it and telling us which item is concerned. We will agree the practical details with you, including how the item gets back to us and, if any cost is involved, who bears it. You will know this before you decide, and you owe nothing that we have not told you about in advance.

Since the item will be with the recipient, and the buyer does not know the recipient’s address, the recipient needs to take part in any return. A buyer who writes to us about a return should understand that we cannot pass on the recipient’s details, and that we cannot require the recipient to do anything.

8. Tips

A tip is optional, and is never added by default. It is refunded with the order if the gift is declined or cannot be delivered. Once the gift has been delivered, the tip is not refundable.

9. Book contributions

A voluntary contribution to the book Quiet Rose is separate from any order. If you made it by mistake, write to support@quietroseproject.com within 14 days and we will refund it. The Book Contribution Terms give the detail.

10. How and when refunds are paid

Refunds go to the original card and are made through Stripe. We cannot send them to a different card, to a bank account or to another person. They usually appear within 5 to 10 business days. The exact time depends on your bank, and we cannot speed that part up. If your card has expired or been closed, your bank will normally direct the money to the account connected with it, and it can tell you more.

Refunds are made in US dollars, the currency you paid in. If your bank converted the payment, it will also convert the refund, at the rate that applies on that day. The amount shown in your own currency may therefore be a little different from what you first saw. We do not set that rate, and we do not receive any part of the difference.

We make no deduction from a full refund for delivery, handling or administration. If more than 10 business days have passed and you cannot see a refund, write to us and we will give you the details your bank may need to trace it.

11. Your bank and your statutory rights

Writing to us is usually the fastest way to resolve a problem, but you are always free to contact your bank or card issuer. Nothing in this policy limits any right you may have to ask your bank to dispute a charge. If a dispute is opened, we may provide the order record and any proof of delivery to Stripe to respond to it.

Mandatory consumer rights of your country remain unaffected. These may include rights in respect of faulty or misdescribed goods and, in some countries, a right to withdraw from a contract made at a distance. Such rights often have exceptions for goods that spoil quickly and for food, but where a right applies to you, you keep it in full, in addition to what this policy offers. You can use it by writing to support@quietroseproject.com.

12. Some examples

These examples show how the policy works in practice. They are illustrations and do not limit the rules above.

• You order a bouquet with a 20 US dollar tip, and the recipient does not answer. Nothing happens automatically, and the gift stays open until the recipient answers.
• You order a bouquet and a vase. The recipient accepts, and the vase arrives broken. A photo sent within 48 hours of delivery leads to a replacement or a refund of the vase. The bouquet is not affected.
• You order a bouquet and a candle. After delivery the recipient decides not to keep the candle, which is unused. It can be returned within 14 days of delivery, arranged by email, and the price of the candle goes back to your card. Any tip is not refunded, because the gift was delivered.
• A courier cannot complete the delivery because of a curfew. The delivery moves to the next possible time. If it finally proves impossible, you are refunded in full, including any tip.

13. How to contact us

Please write to support@quietroseproject.com or use the contact page, and include your order number if you have it. We reply within 2 business days. If you are unhappy with how we have handled a request, please see Complaints and Disputes.