Last updated: 3 June 2026

Returns & Refund Policy

We want you to be delighted with every order. This policy explains your rights to cancel, return and obtain a refund, and how our quality guarantee works. It sits alongside — and does not reduce — your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Classic Roses (Fresh Arrangements)

Classic Roses are fresh, perishable and made to order. Under the Consumer Contracts Regulations 2013, perishable goods and items made to a customer’s specification are exempt from the 14-day right to cancel. For this reason, Classic Roses cannot be cancelled, returned or refunded once they have been prepared, collected or delivered — except where they are faulty, not as described, or not of satisfactory quality, in which case your rights under Section 3 and Section 4 below apply in full.

2. Infinite Roses (Preserved Arrangements)

Infinite Roses are not perishable. If you bought them online, by phone or otherwise at a distance, you have the right to cancel within 14 days of receiving them, for any reason, under the Consumer Contracts Regulations 2013.

To cancel, contact us within 14 days of delivery (details in Section 6). You then have a further 14 days to return the goods. Items must be returned complete, undamaged and in their original packaging. We will refund the full price of the goods, together with the standard delivery cost, within 14 days of receiving the returned item or proof that it has been sent.

3. Faulty, Damaged or Incorrect Orders

If your order arrives damaged, faulty or incorrect, please contact us within 4 hours of delivery with your order number and photographs, so we can put it right quickly. Depending on the circumstances and your wishes, we will offer a replacement, a refund or store credit.

This is in addition to your legal rights under the Consumer Rights Act 2015: goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have the right to reject them for a full refund within 30 days of receipt.

4. Our Quality Guarantee

Classic Roses are guaranteed to stay fresh for 5 days when cared for as directed. If you notice an issue within that period, please tell us within 24 hours of noticing it and within 5 days of purchase, with photographs, and we will make it right.

Infinite Roses are designed to last a year or more when kept indoors, away from direct sunlight, heat and moisture. Gentle fading over time is natural and is not a fault. This guarantee is in addition to your statutory rights.

5. Items We Cannot Accept

Other than where goods are faulty or not as described, we cannot accept returns of: Classic (fresh) Roses; items damaged through misuse after delivery; and personalised or bespoke items made to your specification. This does not affect your statutory rights.

6. How to Make a Claim or Cancel

To cancel an order, claim under our quality guarantee, or report a problem, contact us with your order number and (where relevant) photographs:

WhatsApp or phone: +44 207 373 9595
Email: london@only-roses.com
Address: 1 Hans Road, London SW3 1QF

7. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Where any term conflicts with those rights, your statutory rights prevail.

OnlyRoses Knightsbridge Logistics Ltd, trading as OnlyRoses® UK. Registered in England & Wales, company no. 16013423. Registered office: 1 Hans Road, London SW3 1QF. VAT no. GB 516 5081 05. © OnlyRoses® UK. All rights reserved.