From florists, for florists.
Wilted flowers: a return and replacement policy for flower orders
Fresh flowers fall outside the EU’s 14-day right of withdrawal, but a badly handled complaint still costs you. Here’s a fair policy and replies to copy.
Flowers can’t be returned like a pair of shoes
If you’re writing a return or replacement policy for flower orders, start with the law. Across the EU, the 14-day right of withdrawal for distance sales doesn’t apply to goods that deteriorate or expire rapidly. The exception comes from Article 16(d) of the Consumer Rights Directive (2011/83/EU), and each country writes it into its own consumer law. A bouquet fits that description exactly. Nobody expects you to take back roses cut three days ago and hand over a refund.
But be careful: not accepting 14-day returns does NOT release you from delivering goods in proper condition. That’s covered by a separate rule, the legal guarantee of conformity under the Sale of Goods Directive, (EU) 2019/771. If the flowers were already wilted on the day they were delivered, this is no longer a “return” but a faulty product. The customer is entitled to a remedy, and it’s in your interest to sort it out quickly. Check how your country applies both rules; this isn’t legal advice.
The reporting window, and the photo that saves the day
Put a rule in writing: quality complaints must be made within 48 hours of delivery. It’s only logical, because after two or three days the flowers will start to wilt anyway, whatever you do. Always ask for a photo. Not to give the customer a hard time, but to see what actually happened: drooping heads, yellowing leaves, or simply a bouquet left next to the radiator.
The photo separates genuine complaints from invented ones. It also helps you raise the matter with your supplier if a batch was poor.
Three options to put on the table
Don’t get stuck on “do I refund or not?” You have three levers: a replacement (you remake the bouquet and send it again), a voucher (the customer comes back and you keep the payment) or a partial refund. The voucher is the best one for you. You keep the money and you keep the customer.
For example: a tulip bouquet delivered for Mother’s Day, and a day later the petals have gone soft. You offer a replacement the next day or a voucher towards their next order. The customer chooses, and you lose nothing beyond your costs.
Your policy wording and the reply scripts
On your returns policy page, keep it simple: “As flowers deteriorate quickly, they are exempt from the 14-day right of withdrawal under consumer law. If your order arrived damaged, let us know within 48 hours with a photo and we’ll replace it or give you a voucher.”
For a wilted bouquet: “We’re sorry the flowers didn’t look as they should. Please send us a photo within 48 hours and we’ll remake your bouquet or give you a voucher, whichever you prefer.”
For a wrong delivery: “That was our mistake. We’ll send you the correct order today, free of charge.”
For a late delivery: “I’m sorry for the delay. To make up for it, you’ll get a discount on your next order.”
An unhappy customer who’s treated fairly comes back. One who’s ignored writes the review.
