Refund policy
RETURNS & REFUNDS POLICY
Last updated: [20/08/2026]
At CuddleFlora we want you to love what you order. If something isn't right,
this policy explains how returns, refunds and exchanges work.
We sell in the United Kingdom and the United States only. UK orders are
fulfilled from and returned to our UK warehouse, and US orders are fulfilled
from and returned to our US warehouse. Nothing crosses a border in either
direction, so there are never customs charges or import fees on a return.
1. RETURN WINDOWS VARY BY PRODUCT
Because our range covers everything from lighting and furniture to garden and
pet products, return rules are set per product rather than store-wide.
The return window and any specific conditions for each item are shown in the
"Returns" section on that product's page. Please check this before ordering.
If a product page does not state a return window, our standard window of
14 days from delivery applies.
Where an order contains several items with different return windows, each item
is assessed against its own window.
2. YOUR STATUTORY RIGHTS
United Kingdom
Under the Consumer Contracts (Information, Cancellation and Additional Charges)
Regulations 2013, you have the right to cancel most online orders within 14 days
of receiving your goods, and a further 14 days to return them, without giving a
reason. Where a product page offers a longer return window, that longer window
applies. Where it shows a shorter one, your 14-day statutory right still stands
for eligible items. Your rights under the Consumer Rights Act 2015 in respect of
faulty, misdescribed or unfit goods are unaffected by this policy.
United States
Returns for US customers are governed by the return window and conditions shown
on the product page, together with any rights you have under applicable state
law.
3. CONDITION OF RETURNED ITEMS
To be accepted, items must be:
- Unused, unfitted and in a resaleable condition
- In their original packaging, including all fittings, fixings, bulbs,
accessories, manuals and protective materials
- Not installed, wired in, assembled, planted, built or modified
Electrical items (including lighting, bulbs and powered products) that have been
wired in or permanently installed cannot be returned unless faulty.
We may reduce your refund to reflect any loss in value caused by handling beyond
what is necessary to establish the nature and function of the goods.
4. ITEMS WE CANNOT ACCEPT BACK
Unless faulty or not as described, we cannot accept returns of:
- Made-to-order, personalised or custom-configured items
- Items cut, altered or assembled to your specification
- Products sealed for hygiene or safety reasons where the seal has been broken
- Perishable or live goods
- Gift cards
- Clearance or final-sale items, where clearly marked on the product page
5. HOW TO START A RETURN
Email info@cuddleflora.com within your item's return window with:
- Your order number
- The item(s) you wish to return
- The reason for return
- Photographs, if the item is damaged or faulty
We will reply with return instructions and the correct return address for your
country. Please do not send anything back before you receive these —
unauthorised returns, and returns sent to the wrong country's address, may be
refused or delayed.
UK customers return to our UK address. US customers return to our US address.
Neither address accepts returns from the other country.
6. RETURN SHIPPING COSTS
Change of mind: return postage is paid by the customer, unless the product page
states otherwise. We recommend a tracked service, as we cannot refund items that
do not reach us.
Faulty, damaged or incorrect items: we cover the cost of return, and will either
send a prepaid label or refund your return postage on receipt of a receipt.
Large, heavy or bulky items may require a collection to be arranged. Where a
change-of-mind return needs a courier collection, the cost of that collection
will be quoted before collection and deducted from your refund.
Please note that free outbound delivery does not mean free return postage. On
change-of-mind returns, the cost of sending an item back is paid by you. Where
an item is faulty, damaged or incorrect, we cover the return cost in full.
7. REFUNDS
Once your return arrives and passes inspection, we will process your refund
within 5 business days. Refunds go back to your original payment method and
typically appear within 5–10 business days, depending on your bank or card issuer.
We refund the price you paid for the item, plus standard outbound delivery
charges where you are returning your whole order under your statutory
cancellation right. Where you chose an upgraded delivery service, we refund the
standard delivery cost only. Outbound delivery is not refunded on partial returns.
Original shipping is always refunded in full where the item was faulty, damaged
or incorrect.
8. FAULTY, DAMAGED OR INCORRECT ITEMS
Please inspect your order on arrival. If anything is damaged, faulty or not what
you ordered, contact us at info@cuddleflora.com within 48 hours of delivery for
transit damage, or as soon as a fault appears in other cases, with photographs of
the item and its packaging.
We will offer a repair, replacement or full refund as appropriate. You will not
be charged return postage for a faulty, damaged or incorrect item.
9. EXCHANGES
The quickest way to exchange is to return the original item for a refund and
place a new order. If you would prefer a direct exchange, email us and we will
arrange it where stock allows.
10. CANCELLING BEFORE DISPATCH
Contact us as soon as possible if you want to cancel. If within 24 hours, your order has not yet
been dispatched, we will cancel and refund it in full. If it has already left the
warehouse or it has been more than 24 hours, please follow the returns process above.
Contact Us
Customer support: Mon - Fri 9:00 am to 5:00 pm BST/GMT
Email: info@cuddleflora.com
We will reply to emails within 12 hours during working/ business days.
You can also contact us via our contact us page by clicking here https://cuddleflora.com/pages/contact