Penelope’s Trade supplies florists and trade buyers. Consumer cancellation and refund rights do not apply. By placing an order you confirm you are buying for business purposes.

Summary

1. No General Returns or Refunds

We do not offer returns or refunds because you changed your mind, ordered the wrong item, no longer need the goods, made a mistake when ordering, or because your own customer, event or booking changed.

All orders are commercial (B2B) sales. Once an order is placed and payment received, it is binding subject to our Terms of service.

Pre-Orders, in-stock orders, and goods sourced or reserved specifically for you cannot be cancelled, reduced, amended or refunded unless We expressly agree otherwise in writing.

2. Fresh Goods (Perishable)

Fresh flowers, foliage, plants and other perishable living products cannot be returned. They are time-sensitive, perishable and cannot be resold once dispatched.

If you believe fresh goods arrived damaged, defective, materially short or incorrect, you must follow the FreshProof process in Section 7 of our Terms of service:

• Submit a complete FreshProof Report within the four-hour FreshProof Window from the courier’s recorded delivery time.
• Provide all photographs and information FreshProof requests.
• Report before cutting, conditioning, arranging, using or disposing of any part of the order.

Complaints by WhatsApp, social media or phone alone are not accepted unless FreshProof is genuinely unavailable, as set out in our Terms.

Natural variation, closed buds, thirst, transit tiredness, minor marks, scent, pollen, opening or fading over time, and issues fixed by normal professional conditioning are not grounds for return or refund.

3. Non-Perishable Goods, Sundries & Special Orders

Non-perishable goods include packaging, ribbons, foam, vases, tools, accessories, decorative items and other florist supplies.

Many of these items are ordered in, sourced, reserved or purchased specifically for your order. Where that applies, the sale is final once placed and paid for. We do not accept returns on special or ordered-in lines unless We have agreed a return in writing before you send anything back.

Goods held as general stock may still only be returned where We have agreed in writing before return. Unauthorised returns may be refused, destroyed or returned at your cost without credit.

For non-perishable complaints (damage, shortage, wrong item), email martin@penelopestrade.co.uk within 24 hours of delivery with your order number, a clear description and photographs. Complaints after 24 hours may be rejected because we cannot verify condition on delivery.

Once non-perishable goods are opened, used, cut, altered, assembled, installed, incorporated into work, resold or disposed of, they are accepted in full and no return or complaint is permitted.

4. Remedy for Accepted Claims

Where We accept, under our Terms, that goods were genuinely damaged, incorrect, missing or materially short on delivery, our usual remedy is an Account Credit to your Trade Account for the affected items only.

• Account Credit is applied against future orders. It is not a cash refund and cannot be exchanged for money.
• We do not credit a whole order unless the whole order is genuinely affected and verified.
• We may, at our discretion, offer a replacement or other goodwill gesture. That does not create an entitlement to the same treatment again.
• Account Credits must be used within 12 months of issue unless We agree otherwise in writing.

Nothing in this policy removes any liability that cannot lawfully be excluded under our Terms (including death or personal injury caused by our negligence, fraud, or title where the law requires).

5. When a Payment Refund May Apply

Cash refunds to your original payment method are exceptional and only where our Terms of service say so, for example:

• We cancel all or part of an order before dispatch for our stock, supplier, pricing or listing error (refund for the cancelled portion only).
• We cannot supply part of an order and refund that portion under our partial fulfilment rules.

These situations are not returns. They are adjustments where goods were never supplied or the contract was cancelled by Us on the bases set out in our Terms.

6. Chargebacks and Payment Disputes

If you have a problem with an order, you must use the complaints process in our Terms of service. You must not raise a chargeback, payment reversal or bank dispute instead of that process where payment is properly due.

We may defend disputes using order records, delivery evidence, FreshProof records and messages. Unjustified chargebacks may lead to account suspension and recovery of sums, fees and costs permitted by law.

7. How to Report an Issue

• Fresh goods: FreshProof within the four-hour window (see Terms Section 7).
• Non-perishable goods: Email within 24 hours of delivery with evidence (see Terms Section 7.8).
• General queries: martin@penelopestrade.co.uk with your order number.

Full rules on inspection, evidence, assessment and remedies are in our Terms of service (Sections 4, 5, 7 and 8).

© Penflo Retail Limited. Last updated 6 June 2026. Read with our Terms of service.