Returns and Refunds Policy

Last updated: 19 October 2026

At Mrs Bouquet Design, we want your order to arrive as described and in good condition. This policy explains how to request a cancellation, return or refund for products purchased from mrsbouquet.design.

It also explains how cancellation requests for event-decoration hire are handled.

Nothing in this policy limits your statutory consumer rights.

1. Contact Us

For cancellations, returns or problems with an order, email:

enquiries@mrsbouquet.design

Please include your name, order reference if available, and details of your request. For damaged or incorrect items, photographs can help us understand the issue, but they are not a condition of your statutory rights.

2. Cancelling a Standard Product Order

For standard products purchased online, you generally have the right to cancel without giving a reason.

You must tell us that you wish to cancel within 14 days beginning the day after you receive your goods. You then have a further 14 days after notifying us to send them back.

You may also cancel before delivery.

To cancel, email us with a clear statement that you wish to cancel your order. You do not need to use a particular form or wait for approval to exercise a valid cancellation right.

Exceptions for personalised products are explained below.

3. Personalised and Bespoke Products

The statutory change-of-mind cancellation right does not generally apply to goods made to your specifications or clearly personalised.

This may include floral tributes incorporating a requested name, bespoke lettering or a design made specifically to your individual requirements.

An item is not automatically excluded from cancellation simply because it is handmade, prepared after ordering or selected from standard options.

If you wish to cancel or change a personalised order, contact us promptly. We will explain what is possible based on the order’s progress. We do not guarantee that changes or voluntary cancellations can be accepted.

Your rights relating to faulty, damaged or incorrectly supplied goods still apply to personalised products.

4. Returning Your Items

Contact us for the correct return address and delivery instructions. Requesting these details does not extend the applicable return deadline.

Please:

• Package the items securely to protect them during transit.

• Include information that allows us to identify your order.

• Return accessories and other items supplied with the product.

• Keep proof of posting.

You may inspect standard products as you reasonably would in a shop. We may reduce a change-of-mind refund to reflect a loss in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning, where legally permitted.

Original packaging is helpful but is not an absolute requirement for exercising statutory rights.

5. Return Delivery Costs

For change-of-mind returns, you are responsible for the direct return delivery cost where we informed you of that responsibility before purchase. Otherwise, we will cover that cost where required by law.

For goods that cannot normally be returned by post, any applicable return cost must be explained before purchase.

If goods are faulty, damaged or incorrectly supplied, we will cover reasonable necessary return costs or arrange collection, as appropriate.

Please contact us before returning fragrance liquids so that suitable transport arrangements can be agreed.

6. Refunds for Cancelled Standard Orders

When you validly cancel a standard product order, we will refund the amount due, including the basic standard delivery charge where applicable.

If you chose a more expensive delivery option, we are not required to refund the additional amount above our least expensive standard delivery option.

We will issue the refund without undue delay and within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier. Different timing applies where we have agreed to collect the goods.

If no goods were supplied, we will refund you within 14 days of being informed of your cancellation.

Refunds will use the original payment method unless you expressly agree otherwise. We do not charge a fee for issuing a refund.

7. Faulty, Damaged or Incorrect Items

If an item arrives damaged, is faulty or does not match its description, please contact us as soon as reasonably possible.

For goods that do not meet the required standard, you generally have a 30-day short-term right to reject them and receive a refund. After that period, repair or replacement rights may apply, followed by a price reduction or final rejection where the legal conditions are met.

The appropriate remedy depends on the circumstances and your statutory rights.

We will not refuse a valid claim solely because the original packaging is missing or because you did not report the issue within an arbitrary short reporting window.

This protection applies to both standard and personalised products.

8. Reed Diffusers and Room Fragrance Sprays

Standard home fragrance products are subject to the applicable cancellation rights described above.

Opening packaging does not automatically remove your right to cancel. However, using or consuming a product beyond what is reasonably necessary to inspect it may reduce its value and the amount refundable, where legally permitted.

Please keep liquids securely sealed for transport and follow the return instructions provided. Do not send leaking or damaged fragrance products without first contacting us.

9. Event-Decoration Hire and Service Cancellations

Please email us as soon as possible if you need to cancel or change a hire booking.

Any booking-specific cancellation conditions, deposits or charges must be explained and agreed before the booking is confirmed. They do not override statutory rights.

Where a statutory 14-day cancellation period applies to a hire or service contract agreed online or by telephone, it generally begins the day after the contract is made.

If you expressly request that a service begins during that period, a proportionate charge for work properly supplied may apply where the legal requirements are met. The cancellation right for a fully completed service is lost only where the required consent and acknowledgement have been obtained.

Some bookings may be subject to statutory exceptions. We will explain any applicable exception before you commit to the booking.

Outside statutory cancellation rights, any cancellation charge must be fair and reflect the circumstances. A deposit is not automatically non-refundable.

10. Orders We Cannot Fulfil

If we cannot fulfil your order or booking, we will contact you and explain the available options.

If we cancel without supplying the agreed goods or services, we will refund payments for the unfulfilled part. Any alternative product, date or credit will require your agreement.

11. Exchanges

If you would prefer an exchange, contact us to discuss availability and any price difference.

An exchange does not replace your right to a refund where you are legally entitled to one.

12. Your Consumer Rights

This policy applies to consumer purchases. Your statutory rights take priority if any part of this policy conflicts with applicable consumer law.

For questions or help with a return, contact:

Mrs Bouquet Design
Email: enquiries@mrsbouquet.design
Website: mrsbouquet.design