Refund policy
Returns
Proof of purchase is required for all returns, without proof of purchase refund or exchange will be offered at the current selling price.
Fresh Items:
If there is a problem with your order, we require notification by email, within 24 hours of receipt to allow us to investigate. A photograph will be required to support any claims for fresh items.
Please email the details of your issue to orders@thatchandroses.com
Fresh items are only guaranteed for 7 days, if included care instructions are followed. Items must be returned to or collected by us before a refund or replacement is given.
Other items:
Our policy lasts 30 days for non-fresh items.
To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Outside of these timeframes, unfortunately, we can’t offer you a refund or exchange.
Items received by post can be returned to us at:
Thatch & Roses Ltd
7 Ben's Yard
Stuntney Estate
Stuntney
Cambridgeshire
CB7 5TR
Any non-fresh items purchased from 1st November have an extended returns policy valid until 14th January of the following year.
Additional non-returnable items:
- Gift cards
Proof of purchase will be required for all items.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 5 working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, but have received a notification of refund, please check your bank account again. There is often some processing time before a refund is posted.
If you’ve done this and you still have not received your refund yet, please contact us at orders@thatchandroses.com
Sale items (if applicable)
Only non-discounted items may be refunded, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@thatchandroses.com.
Workshops
Workshop tickets can be refunded until 14 days prior to the event. After this time they are non-refundable as we may have already purchased perishable items for the workshop. If we are able to fill the place with another customer then a refund may be given, we may also be able to offer the transfer to another date.
Ready To Wear Wedding Flowers
All Ready To Wear items can be refunded until 14 days prior to the event. After this time, they are non-refundable, although credit may be provided if we are able to repurpose your flowers. This is judged on a case by case bases.