Yearly Flowers – yearlyflowers.com
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This policy explains how to cancel your Yearly Flowers plan, how refunds are worked out and what to do if a delivery goes wrong. It forms part of our Terms and Conditions.
Yearly Flowers is a trading name of Clino Ltd, registered in England and Wales, company number 16046677, registered office [REGISTERED OFFICE ADDRESS] [TO CONFIRM].
To cancel, change a plan or report a problem, email: contact@yearlyflowers.com. Please include your order number.
1. At a glance
| Situation | What you get back |
|---|---|
| You cancel before your first delivery is dispatched | Full refund, less the cost of any personalised item already made |
| You cancel after your first delivery is dispatched | A pro rata refund for the deliveries you have not received, minus an admin fee (the lower of £42 or 20%) |
| A delivery is late, missing or damaged (reported within 48 hours, with a photo) | A replacement or a refund of that year’s delivery |
| We can no longer make your deliveries | We will aim to refund the years you haven’t received, pro rata, or (with your agreement) arrange for another florist to deliver them |
2. Your legal right to cancel, and how our policy goes further
When you buy online, the law usually gives you 14 days to change your mind. However, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, that right does not apply to:
- goods that are liable to deteriorate or expire rapidly, such as fresh flowers, once they have been dispatched (regulation 28(1)(d)); or
- goods made to your specification or clearly personalised, such as a personalised message card (regulation 28(1)(b)).
Our policy goes further than the law. You can cancel before your first delivery for a full refund, and you can cancel at any time after that and get money back for the years you have not received, as explained below.
3. Cancelling before your first delivery is dispatched
You can cancel for any reason before your first delivery leaves our florist. We will refund the full price you paid, less the cost of any personalised item already made for you (for example a printed message card) [TO CONFIRM]. We will tell you the amount of any deduction before we process the refund.
4. Cancelling after your first delivery is dispatched
You can cancel at any time by emailing contact@yearlyflowers.com. Your cancellation takes effect on the day we receive your email. Any delivery already dispatched on that day will still count as delivered.
How we work out your refund
Step 1 – Work out the value of the deliveries you have not yet received. We divide the price you paid by the number of years in your plan, then multiply by the number of deliveries still to come.
Step 2 – Take off an admin fee of £42 or 20% of the amount from step 1, whichever is lower.
The result is your refund.
- You will never owe us money.
- No admin fee is charged if you are cancelling because we have not kept to our terms, or because you do not accept a change we have made to our terms.
Worked examples
These are EXAMPLE FIGURES ONLY, for illustration. They are not our actual prices.
Example A – 10-year plan, cancelled after 2 deliveries
| Example figure | |
|---|---|
| Price paid for a 10-year plan (example) | £400.00 |
| Step 1: 8 undelivered years (£400.00 ÷ 10 × 8) | £320.00 |
| Step 2: admin fee – lower of £42.00 or 20% of £320.00 (£64.00) | – £42.00 |
| Refund | £278.00 |
Example B – 3-year plan, cancelled after 2 deliveries (the 20% cap applies)
| Example figure | |
|---|---|
| Price paid for a 3-year plan (example) | £135.00 |
| Step 1: 1 undelivered year (£135.00 ÷ 3 × 1) | £45.00 |
| Step 2: admin fee – lower of £42.00 or 20% of £45.00 (£9.00) | – £9.00 |
| Refund | £36.00 |
5. How and when we refund you
- We will confirm your cancellation and the refund amount by email.
- We will refund you within 14 days of receiving your cancellation (or, for a delivery problem, of agreeing a refund).
- Refunds go back to the original payment method (card, Apple Pay, Google Pay [or PayPal]). Your bank or card provider may take a few extra days to show the money in your account.
- We do not charge you for making the refund.
6. Changing instead of cancelling
If your circumstances change – for example a relationship ends, someone moves house or there is a bereavement – you may not need to cancel. You can change the recipient, address, date, occasion or message free of charge by emailing us at least 14 days before the next delivery. See section 10 of our Terms and Conditions.
7. Late, missing or damaged flowers
Our flowers should arrive on your chosen occasion date or up to 2 days before [TO CONFIRM]. If the occasion falls on a Sunday or bank holiday, flowers will arrive on an earlier working day.
If they arrive late, damaged or not in a satisfactory condition, or do not arrive at all, please email contact@yearlyflowers.com within 48 hours of the expected delivery date, with your order number and a photo where possible. We will offer:
- a replacement delivery; or
- a refund of that year’s delivery (your total price divided by the number of years in your plan).
We cannot offer a replacement or refund where a delivery failed because the address or details you gave us were wrong, or because the recipient was not in and the courier followed its normal process (see section 8 of our Terms and Conditions). We will still try to help trace the parcel.
Seasonal flowers may be substituted with flowers of equal or greater value and similar style. A substitution on its own is not a fault, but we will never send a smaller bouquet.
8. If we cannot deliver
If we have to cancel a delivery, or we can no longer make deliveries under your plan, see section 13 of our Terms and Conditions. In short, we will aim to refund the years you have not received, pro rata (with no admin fee), or arrange for another florist to deliver them with your agreement.
9. Your statutory rights
This policy does not affect your statutory rights. Under the Consumer Rights Act 2015, flowers must be of satisfactory quality, as described and fit for purpose. If they are not, you may be entitled to a repair or replacement, or a price reduction or refund, whatever this policy says.
10. Questions or complaints
Email contact@yearlyflowers.com. We will respond in full within 14 days. See section 16 of our Terms and Conditions for our complaints process.