The Serenata Flowers 100% Satisfaction Guarantee
(Because it's never a good idea to bottle up your gripes)

Flowers. We love them. And not only because they look good - because they smell good, too. So you can imagine exactly how sorry we are if any experience you have of us makes you wrinkle your brow like a wilted petal or leaves a bad smell in your nose. That's why we make it our priority to get things right the first time.

Every rose has its thorn, though, and we must confess that, on rare occasions, things do go wrong. It drives us nuts, but it's one of those little things we have to live with as humans. We don't have to live with the results of these mistakes, though - and you certainly don't, either.

So, if for any reason you're not absolutely 100% happy with your Serenata experience, put up your hand.

Better yet, pick up the phone, send us an email or fill in a form - just let us know! We promise that if your unhappiness is any fault of ours, we'll always offer to put things right with a sympathetic ear that really, honestly and truly does care what you think.

Please note that some exclusions apply to our 100% satisfaction guarantee. For more information, please view the small print.

The small print...

Our 100% satisfaction guarantee only applies to the products and aspects of our service that we (or our fulfillment partners) have direct control over.

The guarantee is not applicable to issues that are outside our control such as incorrect or incomplete addresses provided by the customer or refused deliveries (for example, a refused delivery to a hospital).

In addition, for Postal Flower orders, customers are unable to claim under the 100% satisfaction guarantee if the delivery is not made on the chosen delivery date (as detailed on our delivery information page).

A summary of our resolution policy is shown below:

• In the event of non-delivery on the selected delivery date, we will either refund you in full or redelivery your order. This does not apply for postal flower orders.
• In the event of late-delivery on the selected delivery date, we will either refund you the delivery charge paid for your order and offer compensation via discount vouchers. This does not apply for postal flower orders.
• In the event of damaged products being received, we will either refund you in full or redeliver a replacement for the damaged product(s). Please note that it may be necessary to return the original product in order to receive the refund.
• If we are unable to fulfill your order, we will refund you in full.
• If we send the wrong product, we will resend the correct product. Please note that it may be necessary to return the original product received.

Please note that all compensation will be in the form of a full or partial-refund against the original payment or in the form of discount vouchers for use in a future order. We are unable to provide any other form of financial compensation under any circumstances.