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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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