Terms of service

V R Flowers and Son Terms and Conditions

The following outlines the Terms and Conditions between yourselves, the customer, and V R Flowers & Son Ltd. Any T’s & C’s outlined in this document do not affect your statutory rights. Whilst this document is intended to protect you, the buyer, and us, the seller, we will endeavour to come to a favourable outcome for all. We are a family run business with a trading period of over 75 years.

If you have any issues, or questions, we will always recommend speaking to a member of staff or management about your concerns and we will be happy to help you.

By proceeding with your order, paying a deposit and signing the order form, you are agreeing to these Terms and Conditions.

  1. Payment

Payment for goods must be made in Pounds Sterling. Other currencies will not be accepted.

    1. We accept payments by all major debit or credit cards, cash and cheque. Payments made by cheque, or other forms of payment, must have balanced cleared before any products are made available for delivery, except for flooring work which is outlined below.
    2. With orders under £500, full balance must be completed before the products are ordered. For orders over £500, a deposit of approximately 30% is required before an order is processed.
    3. A deposit is shown as an ‘intention to purchase’ the products.
    4. When flooring work is carried out, a deposit is required as outlined above, but we ask for the balance of the funds to be paid after fitting has been completed. In the instance that a job is carried out room by room, we ask that payment is made as each area is completed.
    5. We, V R Flowers & Son, reserve the right to decline all, or partial, payment for whatever reason and we will contact you should this situation occur.


  1. Delivery/Collection of Goods/Products

In most instances, we will deliver a product directly to your location of choice at a convenient date. If a new order is placed, we will contact you to organise delivery or collection and politely request any remaining balance on your account. In most instances, there is no charge for delivery wherever possible. In the event there is a delivery charge, this will be explained to you at our soonest convenience – usually at point of order.

    1. Delivery dates can vary by supplier. All delivery dates quoted by us are an estimate and are to be treated as such. There are a variety of factors surrounding delivery dates but, as soon as we have received the product, we will endeavour to get it to you as soon as possible.
    2. On occasion, an inspection of your delivery address may be available to check for access. We will happily do this where required, and this can be arranged through us for one of our team to visit your designated delivery address. Please note, should you decline this service, and the product is unable to be delivered, we cannot be made liable and an administration charge, outlined below, will be applicable.
    3. Should your new product arrive but you are unable to take delivery within a 14-day period, storage charges may apply. We will endeavour to store the items for as long as possible, but owing to storage restrictions, we may be unable to do so without charges being applied. If you wish to order a product for a date beyond the estimated delivery date, please let a member of staff know, ideally at the point of ordering, so we can forward order the product with our suppliers.
    4. In most instances, we will not only deliver the goods/products but also assemble them for you. Some products, due to the length of assembly time, may incur an additional charge but this will be made clear to you at point of ordering. Should you, for whatever reason, wish for your products to not be unpacked or assembled, please let us know and we will be happy to oblige.
    5. If, upon delivery, a product is incorrect or damaged, please let our delivery team or a member of staff know. We will rectify any issues as quickly and efficiently as possible. Should a product be damaged, our first option is always to repair the product. If the repair is not satisfactory, or the product is unable to be repaired, a replacement may be sourced.


  1. Cancellation Policy

As a last option, cancellation of a product must be discussed with a member of management. If an order has been placed with us, and not our supplier (usually within 24 hours of initial order), then no administration charges will apply, and a full refund of your deposit will be processed. If a product has been ordered with our supplier, we may incur a cancellation fee. Should this occur, the fee may be passed over to you. If a product has arrived with us physically and you wish to cancel before delivery, then an administration/returns fee will apply. This is ordinarily 30% of the total order value but it can vary between suppliers. In most cases, this is because we are unable to return a product to our suppliers once it has arrived with us. As stated above, we always endeavour to not have our customers incur any fees wherever possible and we take every cancellation on a case-by-case basis. Please note – owing to money laundering regulations, we must process a refund on the same card/via the same method that the payment was originally made. This is non-negotiable.


  1. Administration Fees

Administration fees are never something V R Flowers & Son wish to impose on a customer. However, it is sometimes unavoidable due to charges placed on us by our suppliers or by costs incurred by us. Wherever possible, we will do our upmost to avoid these. Should an administration fee be applicable, you will be informed.

  1. Returns

Here at V R Flowers & Son, we understand that sometimes a customer wishes to return a product. This can be for a multitude of reasons, and we fully understand. Please understand though, once a product is used (even once), it is no longer considered a ‘new’ product. We are therefore unable to sell it again as such – we would never sell a used product as new.

    1. Certain products, outlined below, cannot be returned once opened or used – predominantly for hygiene reasons. Please ensure the below products are checked before opening to ensure they are correct.
      1. Pillows
      2. Pillowcases
      3. Mattresses/Divans
      4. Mattress Protectors
      5. Bedding
    2. Bespoke products, such as those made to your specification, cannot be returned. Few suppliers of ours offer a bespoke service, but please understand that once a product has been made to your specification it is no longer applicable for returns. Products ordered within a manufacturers options list, such as choice of cover, however, are not an example of a bespoke product.
    3. Owing to their bespoke nature, flooring products that have been fitted also cannot be returned.
    4. On flooring orders that consist of ‘Customers Own Measure’, where quantities of flooring are specified by someone other than V R Flowers and Son, we cannot be held liable for incorrect sizes. We provide a free estimating/measuring service, but should you wish not to utilise this, and the measurements are incorrect then the cost of the original materials and subsequent additional materials will be chargeable.
    5. When an estimate is taking place, the topic of Subfloor condition is regularly considered. Especially in sheet vinyl or luxury vinyl tiles, the condition of the subfloor is of paramount importance to ensure a good finish. Whilst every effort to give an accurate estimate will be made, in situations where we are unable to see all the subfloor, there may be further works required. Should, when the subfloor is revealed, further works be required then we will make you aware at this point and inform you of further costs.



  1. Complaints / Feedback

Whilst we always aim to give the highest level of service possible, we understand that sometimes mistakes are made. If you feel that the service you received is not what you expect, or have any feedback on how we could improve, please contact management as soon as possible. Whilst we have been trading for a long time, we are always looking for ways to improve the services and goods we offer.

You can contact management directly via phone or email, detailed below, to give feedback. Should you wish to give feedback anonymously, you can do so via our website.


Will Flowers,

Manager,

V R Flowers & Son Ltd

Phone – 01323 892040

Will@vrflowersandson.co.uk

www.vrflowersandson.co.uk