Cancellation & returns
Last updated 5 November 2026
One decision for you before launch: section 4 currently says the customer pays return postage when they simply change their mind. That is lawful only because it is stated here before payment. If you’d rather offer free returns — better for conversion on a premium product, worse for your margin — change it in section 4.
Also replace the [SQUARE BRACKET] return address.
1. Changing your mind
You have 14 days to change your mind about physical goods, for any reason at all. You don’t have to explain why. This is your right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The 14 days run from the day after the goods are delivered. You then have a further 14 days from telling us to actually send them back.
| Tell us you’re cancelling | within 14 days of delivery |
|---|---|
| Send the goods back | within 14 days of telling us |
| We refund you | within 14 days of getting the goods back |
2. What isn’t covered
The law excludes a few things from the change-of-mind right, and two of them apply here:
- The card, and anything personalised. Once we’ve produced a card from the message you wrote, it is made to your specification and can’t be resold, so it falls outside the 14-day right. The same goes for any other item personalised to your wording.
- Sealed goods that aren’t suitable for return once opened for health or hygiene reasons — for example skincare or edible items — where the seal has been broken.
To be clear about what is covered: the box and the arrangement are both covered. We select the contents ourselves rather than making them to your specification, so they are ordinary goods with a full right to cancel.
If your order included excluded items alongside covered ones, you can still cancel the covered part and we’ll refund it.
3. How to cancel
Email [email protected] with your order reference and tell us you’re cancelling. A sentence is enough. You can use the form below if you prefer, but you don’t have to.
Model cancellation form
To Boifren, [YOUR TRADING ADDRESS], [email protected] —
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on: ____________ Received on: ____________
Order reference: ____________
Name: ____________
Address: ____________
Date: ____________
4. Sending it back
Send cancelled goods to [YOUR RETURNS ADDRESS]. Please pack them so they arrive undamaged, and use a tracked service — until they reach us, they’re your responsibility.
You pay the postage to return goods when you’ve simply changed your mind. We pay it when the goods are faulty, damaged or not as described.
You can handle and inspect the goods as you would in a shop. If they come back damaged or used beyond that, we may reduce your refund to reflect the loss in value.
5. Your refund
We refund to the card you paid with, within 14 days of receiving the goods back. The refund includes the standard delivery cost we charged you — though delivery is already included in our prices, so in practice you get the full amount back.
If you cancel before the goods have been dispatched at all, we refund within 14 days of you telling us, and nothing needs sending back.
6. If something’s faulty or damaged
This is separate from changing your mind, and your rights are stronger. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
- Within 30 days of delivery you can reject them and get a full refund.
- After 30 days you can ask us to repair or replace them, and if that doesn’t put things right, get a refund or a price reduction.
Email [email protected] with your reference and a photograph if you can. We’ll sort it, and we pay the return postage.
Preserved flowers are a natural product. Slight variation in colour and shape between arrangements isn’t a fault — damage in transit or an arrangement that doesn’t match its description is, and we’ll replace or refund it.
7. If the order hasn’t arrived
Tell us and we’ll chase the courier. If goods don’t arrive within the time we promised, or within 30 days of your order at the latest, you can cancel and we’ll refund you in full.