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Terms of Sale
Petals and roses.
The
Barn, Harwich rd, Great Bromley.
Colchester. Essex.
CO7 7UH.
TEL 01206 251693
Your Satisfaction is Important to Us
We have
a policy of continuous improvement and would like you, as our
customer, to feel both satisfied and secure with the standard
of goods and service you receive from us. We have an
investment in encouraging your return custom and therefore
your constructive feedback is valuable to us. For your
convenience our address and telephone number are above.
Order Acceptance
We will send you a confirmation of your order, once we have
verified that the goods and delivery costs have been paid for
in total and that we are in a position to fulfil the
order.
You need to be aware that we reserve the right not
to accept your order. This might be for various reasons and
could include factors such as:
- The product not being
available from stock
- A problem being highlighted with
your method of payment.
- An unintended error in our
description or pricing of the goods
- The possibility of
fraudulent activity
- Other unforeseen factors
If
for any reason we do not accept your order we will advise you
and a refund will be made to your credit card account.
In
the case of an order placed by mail order we will return your
un-cashed cheque.
We are happy for you to contact us by
telephone or email to check availability of stock prior to
ordering.
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Goods Displayed on the Petals and Roses.com web
Site
You the customer, are very important to us and we
will endeavour to give clear descriptions of all goods offered
on our site. Whilst every effort is made to accuracy, we
cannot guarantee the colour reproduction that you might be
seeing on your screen. We are also unable to guarantee colours
and patterns of some items therefore it is very important that
you specify your requirement at the time of
ordering.
Please feel free to contact us to clarify if your
desired option is available and we will do everything we can
to assist, and are happy to send a one off sample to see first
at cost.
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Pricing Policy
All goods supplied through this site are subject to pricing
review from time to time and we reserve the right to change
our prices without prior notice.
There are no currently
additional charges for VAT however charges for carriage and
packaging are added on to the balance when we take payment
from your credit card depending on weight and order size as
shown on our web site postage fees. Further information
relating to delivery charges can be found on the ordering at
the bottom showing our delivery options.
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Dispatch and Delivery
We Endeavour to dispatch your goods within 2-3 weeks of
your function date and sample orders are in fact dispatched
usually within 24 hours or in a agreed time. Given the
handcrafted nature of many of our products however, this may
not always be possible and therefore we ask that you allow up
to 30 days for receipt of your order. We undertake to advise
you of any delay or problems with your order, and you will be
offered the option to cancel your order at this time if you
wish. If your order is urgent or for a special occasion do
please contact us first to ensure we are able to meet
your deadlines. Thank You.
Please note: Instructions given for goods to be left
unattended on delivery. eg. in the porch / by the bin
etc are only accepted on the understanding that you (our
customer) accept responsibility for any loss that may be
incurred as a result of us following your instructions.
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Cancellation
You can cancel your order with us at any time prior to
despatch of the goods by contacting us in writing, by e-mail
or by telephone. It is important to note that we do try to
send goods out as soon as they are available which is often
the same, or following day. We trust that you will be
delighted with your purchase from Petals and roses.com ; you
may however cancel your contract with us within 24 hours of
receipt of the order. To cancel your purchase agreement with
us, please contact us at Petals and roses using one of the
methods identified on the contacts page.
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Exchanges and Refunds
When returning goods to Petals and Roses please remember to
advise whether you require a product exchange or a refund of
your purchase price. Where a refund is required, it will be
made within 30 days of cancellation. Goods that have been
produced individually to customer specification are
non-refundable unless found to be faulty in manufacture. In
the event of a claim for a refund, failure of the customer to
return the goods will result in a deduction from any due
refund to cover the cost of collection of those goods.
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Goods Return
To return cancelled goods please insure the contents for
their full retail value and return them in an unused and
resalable condition. You will need to retain all carriage
receipts, as the goods remain your responsibility until
received by us. Upon receipt, your carriage costs will be
refunded if the goods are deemed to be defective. Goods that
have been produced individually to customer specification are
non-returnable unless found to be faulty in manufacture.
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Complaints Procedure
We are committed to developing good customer relationships
however in the event that you are dissatisfied with our goods
or the service you have received, we would ask that you place
your complaint in writing using one of the methods identified
on the contact page.
Following receipt of your statement of
dissatisfaction Petals and roses undertake to:
1.
Acknowledge your complaint within 5 working days.
2. To
investigate the reported facts and to offer a response within
14 working days.
3. We will advise you of the progress or
of any delays in dealing with your grievance.
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Privacy Policy
At Petals and roses we are committed to protecting your
privacy. We will only use the information that we collect
about you lawfully and in accordance with the Data Protection
Act 1998.
We hold information about you for 3 reasons:
firstly, to process your order, secondly to provide you with
the best possible service and thirdly in order that we can
acknowledge you as an existing customer. We do not send
unsolicited email and will not e-mail you in the future unless
you have given us your consent to do so. We do not offer
information about you to any third party. The type of
information we will collect about you includes:
· your name
· address · phone number · email address ·any special delivery
requirements·
We will never collect sensitive information
about you without your explicit consent. The information we
hold will be accurate and up to date.
You can check the
information that we hold about you by emailing us. If you find
any inaccuracies we will delete or correct it promptly. The
personal information which we hold will be held securely in
accordance with our internal security policy and the
law.
If we intend to transfer your information outside the
EEA (European Economic Area) we will always obtain your
consent first.
We may use technology to track the patterns
of behavior of visitors to our site. This can include using a
"cookie" which would be stored on your browser. You can
usually modify your browser to prevent this happening. The
information collected in this way can be used to identify you
unless you modify your browser settings. If you have any
questions or comments about privacy, you should email us
(details on contact section of this site.)
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Site Security and Safe Shopping
Secure server facilities are provided to Petals and roses
site through the secure services of Darklite.ie This ensures
that all your credit card details are transferred safely and
securely. Please be assured that when shopping on this site
your personal financial transactions remain confidential and
protected.
For your information and assurance we have
provided a brief, 3 staged, outline of the purchase and
payment procedure to be completed in order to make a
successful purchase from the Petals and roses.com web pages.
Stage 1: Requires you to confirm your order and input all
delivery details and other specific instructions.
Stage 2:
Provides the opportunity to confirm all details entered and to
amend them as necessary in the check boxes.
Stage 3: You
are already placing your details onto a secure page.
so at www.petalsandroses.com our web
site provides a facility for the customer to enter all
necessary credit card details for the transaction progress.
Please note that Petals and roses do not receive any of your
personal financial information; all credit card details are
taken and processed by us as a merchant using a streamline
system with Nat west Bank. We take payment only when goods are
ready to dispatch they are not taken on placing your order
with us. A e-mail is sent to you on placing your
order as the customer, as confirmation that the order has been
placed and will be sent out nearer to the function date
as most of our products are bio degradable we want to ensure
that you receive them at their best.
Please note that it
is the discretion of petals and roses banking services to
accept ,or decline any credit card transactions. If you have
any further questions regarding credit card transactions
please do not hesitate to contact us (please see details in
the contacts section of this site). Please do not email us
with credit card details only use our secure ordering page for
this.
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Statutory Rights
The above Terms and Conditions do not affect your Statutory
Consumer Rights.
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