Returns Policy

Returns

Please note that cut flowers & foliage are perishable goods and are not covered by The Distance Selling Act, we therefore operate under a strict no returns policy.

Our refund policy only applies to damaged or substandard products ordered from our online store.

Refunds

In the unlikely event that your ordered fresh cut flowers and foliage are damaged on receipt, photographs have to be emailed to Colombia Direct Ltd. on the same day as delivery, clearly showing the damaged areas of the plant(s) in question. You must also carefully store the damaged goods you wish to be included in your refund claim for a Colombia Direct driver to collect. Please reference your Order Number in any correspondence with us regarding your claim.

Only when all the above criteria are met will we initiate the refund claims process.

Once the returned goods and photographs are received/inspected, we will send you an email to notify you of the approval or rejection of your refund.

If your refund is approved, then it will be processed and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at shop@colombiadirect.co.uk.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange an item for the same item, send us an email at shop@colombiadirect.co.uk.