Terms of service

Harrogate Flower Company – Terms and Conditions of Sale

1. Introduction and Our Contract

  • Agreement: These terms apply to all purchases made through our website, via telephone or in person.  The placing of an order constitutes an agreement by you, the customer, to purchase in accordance with our terms and conditions.
  • Order Acceptance: Your order is an offer to buy. Our contract begins when the order is confirmed.
  • Age Restrictions: You must be 18 or older to purchase any gift packages containing age-restricted items.
  • Contract:  Your order contract will be with K A Gardening Harrogate (Partners: Karl Anness & Ashley Anness) T/A Harrogate Flower Company, The Elms, Oakwood Park Business Centre, Fountains Road, Harrogate, HG3 3BF.

2. Products, Substitutions, and Add-ons

  • Natural Variance: Flowers are natural products. As we use seasonal flowers, the colours and sizes may vary from website images.
  • Substitution Policy: Seasonal availability affects flower stock. We reserve the right to substitute stems with flowers of equal value.
  • Add-on Stock: Candles, diffusers, and other non-perishable gift items are subject to availability. If a specific item is unavailable, we will contact you to offer an alternative or refund the add-on cost.
  • Subscriptions: Bouquets that are purchased via our subscription service will be delivered at fortnightly or monthly intervals (depending upon the service selected) within a three-month period from the purchase date. 

3. Pricing and Payment

  • Delivery Fees: Delivery charges are calculated at checkout based on the recipient's local postcode.
  • Payment Methods: Full payment is required via our secure online checkout before any order is processed.  Harrogate Flower Company trades in partnership with K A Gardening Harrogate. Transactions will appear as K A Gardening Harrogate on your bank records.
  • We reserve the right to amend prices where necessary and without notice.

4. Local Delivery Schedule and Conditions

  • Delivery Days: We deliver locally on Tuesdays, Thursdays, Fridays, and Saturdays only. No deliveries are made on Sundays, Mondays, or Wednesdays unless specifically advertised or agreed before an order is placed.
  • Delivery Times: We cannot deliver at specified times. Our normal delivery times are between 8am – 6pm.  If the recipient is not going to be home during these times, please provide a safe place.
  • Delivery Timescales: For next-working-day bouquet delivery, please place your order by 3pm. Same-day delivery is not available unless pre-arranged; please contact us directly to see if we can accommodate your request.
  • Delivery Radius: We only deliver to specific areas as listed on our website (located under ‘Delivery information’ section.  Orders placed outside this delivery zone will be cancelled and refunded).
  • Address Accuracy: You must provide a complete, correct local delivery address, with a valid UK postcode.  A contact phone number must be provided.
  • Failed Delivery: We cannot take responsibility for delivery failures caused by incorrect address details.
  • Safe Place: If the recipient is out, our driver will attempt to leave flowers and add-ons with an immediate neighbour or in a safe, shaded location on the property. A card will be posted through the door to confirm where the products have been left.  We will not be held responsible for missing / damaged goods that are left in a specified safe place.
  • Weather Warning: Flowers, candles, and diffusers are sensitive to extreme heat or freezing weather. We are not liable for items damaged by weather after being left in a designated "safe place."

5. Collections

  • Collections from our premises are strictly by appointment only.  Please ensure you contact us to arrange a collection date and time before your arrival.  Collection address: The Elms, Oakwood Park Business Centre, Fountains Road, Harrogate, HG3 3BF.

6. Product Safety and Compliance (Candles & Diffusers)

  • Safety Instructions: Candles and reed diffusers must be used strictly according to the safety labels and CLP (Classification, Labelling and Packaging) warnings attached to the product packaging (located on base of candles and diffusers).
  • Candle Care: Burn candles within sight, away from flammable materials, children, and pets. Never leave a burning candle unattended.
  • Diffuser Care: Diffuser liquids can stain surfaces. Ensure they are placed on a protective, level barrier and kept away from open flames.
  • Liability Waiver: We accept no liability for property damage or injury caused by the misuse of candles, diffusers, or other non-perishable add-ons.

7. Cancellations and Changes

  • Amending Orders: You can change or cancel orders up to 24 hours before your scheduled delivery date.  Please contact us directly to make any changes.
  • Perishable Exemption: Flowers are perishable goods. They are legally exempt from the standard UK 14-day statutory right to cancel under the Consumer Contracts Regulations.
  • Add-on Cancellation: If you purchase a standalone candle or diffuser without flowers, you have a 14-day right to cancel, provided the item remains unopened, unused, and in its original packaging.

8. Complaints, Refunds, and Returns

  • 24-Hour Flower Window: You must report any flower quality issues or delivery damage within 24 hours of delivery.
  • Add-on Damage: Damaged or broken candle glassware or leaking diffusers must be reported within 24 hours.
  • Photo Evidence: Digital photographic evidence of any damaged flowers or broken add-on items is required to process a refund or replacement.
  • No Return Shipments: Due to perishability, please do not return live flowers to us. Unused, standalone gift add-ons being returned under the 14-day rule must be returned at the customer's expense.
  • Refunds: Where a refund is appropriate, it will only be made payable to the purchaser of the goods.

9. Limitation of Liability

  • Maximum Liability: Our total liability for any order issue is strictly limited to the total price paid for that specific order.
  • Indirect Losses: We are not liable for any indirect losses or emotional distress related to late or delayed deliveries.