Terms & Conditions
By placing an order with The Rose Factory Limited, whether it be made on telephone or on the website www.therosefactory.com, you acknowledge that you have read and understood the undernoted;
Order Cancellation. We require 48 hours clear notice to cancel any order. You may do so by emailing firstname.lastname@example.org, providing your unique order number and your reasoning for cancellation. It is important to note that once the flowers have been made up, the order may not be cancelled. We cannot cancel orders during peak events whereby orders can be processed four days prior to despatch. Any cancellation will be made at our discretion.
Order Amendments To make an amendment to your order, you may do so by emailing email@example.com or by calling our customer service numbers outlining the changes you wish to make. We are more than happy to amend any order as long as we receive the request 24 hours before it leaves the studio. We will always do our best to accommodate your request however we cannot guarantee that we can fulfil the request within this period. It is important to understand that once the order has left the studio, no further amendment may be made. We cannot guarantee any changes at peak times. If we receive any request to make an amendment on a Saturday, Sunday or public holiday, the request will not be recieved or worked on.
Flowers are a perishable item, as a result of this; any request for the reimbursement of monies paid will be dealt with on a case by case basis.
If for whatever reason you wish to make a complaint, you must contact our customer care team within 48 hours of receiving the flowers. Complaints made after this time may not be dealt with. If the flowers delivered appear to be damaged or are defective, we are not liable if you contact the customer care team 48 hours after they have been delivered. Any refund issued may take up to 3-4 business days to appear back in your bank account. Any remedy given where by the complaint was made outside the 48 hour time frame will be discretionary.
If flowers are destroyed without a photograph as evidence, any compensation will be discretionary. The photo must be received with 48 hours of delivery. Exceptions apply where flowers are significantly delayed in transit.
It is the senders responsibility to make the recipient aware of the imminent delivery of flowers. For situations where the delivery driver leaves the flowers in a place that is deemed safe, it is done so at the discretion of that driver. As they are a third party company, we will bear no responsibility for the safe receipt after that. We will always attempt to deliver the flowers a second time if the first attempt was unsuccessful. If delivery fails at the second attempt, at no fault of our own, we will be unable to offer a refund. It is important to understand that any remedy given will be entirely discretionary.
For situations where delivery is problematic and we cannot contact the recipient or sender, or if the customer did not provide the correct contatc details with us , we are not liable for non-delivery. Accordingly, any remedy will be discretionary.
If flowers are refused by the intended recipient, we cannot be held responsible. We cannot offer a refund for such instances.
s. 2.2 Voucher/Award Points
Any voucher given by The Rose Factory Limited will have no monetary value attached. To redeem a voucher, it must be entered at the checkout stage. After checkout, no voucher can be redeemed on that order. Vouchers are subject to change and will expire at the decision of The Rose Factory Limited.
s. 3. Reparation of Errors
If, for whatever reason, there are errors on the message card, this is not a sufficient claim for a refund as the flowers constitute the order value and not the card. If necessary we will telephone the recipient to apologise and read out the message card. This will only be done at the request of the customer. Each case is decided on a case by case basis, and any remedy will be discretionary.
s. 4. Deliveries
Our next day flower delivery range are despatched using a 24 hour delivery service. We will always get your flowers out on time to be delivered on your requested delivery date. However, we cannot guarantee this if there are unforeseen delays in transit. Deliveries are made Monday to Saturdays. A delivery refund is permissible if flowers are delivered 3 days late. If an order is to be delivered on a bank holiday, it will be delivered the next working day.
At peak times, if flowers are delivered late but the recipient still receives fresh flowers, no refund will be given as we reserve the right to extend delivery times and dates throughout the peak periods. Any remedy will be discretionary.
It is important the customer checks the delivery details prior to checkout. Delivery information is printed exactly how it is entered. We strongly recommend the customer to check the flat/house/room/unit number, street, town. If any of this information is incorrect and we have not been notified prior to despatch, we are unable to offer any remedy. For rural or hard to reach areas, please contact customer services prior to placing your order. If delivery fails as a result of incorrect shipping information being entered, we cannot be held responsible. It is important to note that it is not possible to send an order to a P.O Box, airport terminal or army base.
The Rose Factory Limited operates a strict cut off point for the timely delivery of flowers on our next day and same day delivery service. For next day delivery, we must receive your order before 2pm on the day before delivery is to be made. Orders received after this period will be sent out the next working day unless specified otherwise by the customer. For Monday deliveries, the cut of point is 11am on the Sunday before. For same day delivery, the cut off is 2pm Monday to Friday.
After you have successfully made your purchase, you will receive an email from therosefactory.com confirming your order. From time to time this email may appear in your junk/spam box. Please check your mail boxes if you are having difficulties locating it. If you still cannot find your confirmation email it is important to contact customer services as you may not have successfully placed your order.
It is vital to ensure that you have the correct delivery information, including a correct address. If incorrect delivery information has been inputted, we will not be held responsible for none /late delivery.
s. 4.5 Florist Deliveries to Hospitals and Funerals
If you are sending flowers to a hospital, it is important to firstly check whether that ward will accept florist deliveries. Some hospitals do accept florist deliveries and others do not. It is also important to alert us if the patient in the hospital has moved to a different ward as the rules can vary from ward to ward. If the order is for a member of staff at a hospital, it is still important to check prior to ordering as some hospitals will refuse delivery on arrival. We will not be liable for instances where flowers have been refused, any remedy will be discretionary. If you are placing an order for a funeral delivery, it is important that we have the deceased name, correct address and time of funeral. It is also important to place any funeral delivery 48hrs hours prior to avoid disappointment.
s.4.5.1 Signed for deliveries
Adequate proof of delivery is obtained if flowers have been signed for either at a dwelling, hospital, hotel or any other requested delivery address.
If we attempt to deliver the flowers and your recipient is absent from the property, we will either leave them in a safe place or in the safe hands of a neighbour unless we receive instructions to hand deliver the flowers only.
s. 5. Going that extra mile for you
We have our own committed customer care team who will always go that extra mile to ensure a satisfied customer. We will aim to deal will all emails received within 15 hours of receiving them during office hours. Office hours are open Monday to Friday 9.00am to 5.00pm. Opening times for our telephone operators may vary. Times are displayed on the contact us.
s 5.1 The right to respect others
Our customer care team treat all of our customers equally without prejudice. They are there to help you after all and therefore they deserve to be treated with the same respect. Any email received that is viewed to be offensive and abusive will not receive a reply and may be reported. No member of our staff will tolerate any form of profanity and the appropriate steps will be taken. Likewise, if a member of our team feels offended, abused or mistreated, they reserve the right to terminate the call and suspend your account.
s 6. A Policy for 100% Satisfaction Guaranteed
We always send out only the freshest flowers, and we will do everything we can to get it right first time, every time. We deliver lots of bouquets every week across Lagos and environs and we endeavour to ensure that every recipient is delighted with the flowers. On rare circumstances, things can go wrong; our florists are only human after all. We will always ensure that the recipient will receive a fresh bouquet to ensure our 100% satisfaction guarantee.
We always appreciate feedback, whether positive or negative, we thrive on it. If for whatever reason you are not 100% satisfied please contact us quickly so we can rectify the problem. We will never leave a customer unhappy and our customer care team are there to ensure this whether on the telephone or on email.
Please note out 100% Guarantee Policy is only applicable over issues which we have full direct control. This is excluded from issues which we have no control over. It is also exempt from issues where an order has been problematic as a result of refused delivery, late delivery as a result of incorrect shipping information and for instances where numerous attempts have been made to deliver the flowers.
In the very rare instance of non-delivery on the day you selected, we will remedy you with a delivery refund and/or we will send fresh resend. Please note some rural and harder to reach areas may take an extra working day in transit. Please contact a customer care agent to see if your delivery address applies. Please note deliveries may be delivered early at peak events.
If for any reason the bouquet of flowers are not of satisfactory quality, we will always send a fresh re-send out. We do encourage our customers to look after the flowers using the proper care instructions provided with the bouquet. If delivery is more than 3 days late we will issue a delivery refund and send a fresh bouquet.
For instances where we have been unable to fulfil your order, we will refund your order in full. Alternatively we will upgrade the original bouquet and send it out immediately or keep it on hold for you to use on another occasion at any other time.
It is important to understand that flowers are subject to seasonal availability, colours may vary. If for whatever reason our florist does not have that flower, we will replace the flower with one that is of equal or greater value.
If you receive the wrong bouquet, excluding flowers that have been substituted, we will quickly resend the correct bouquet ordered. We will require a photograph as proof for our records.
All free items are subject to availability. In the rare instance you do not receive the free item; we can only offer an apology. Any other remedy will be at the discretion of The Rose Factory Limited.
s.8 Fraud vigilance
Any order that appears to be suspicious and is suspected to be a potential fraudulent transaction, we will immediately cancel. We are not obliged to disclose any information regarding our reasons for this.