Verdure's 100% satisfaction guarantee only applies to products and areas of service that we and our operational partners directly control.
The guarantee does not apply to issues beyond our control. Examples include incorrect or incomplete addresses being provided by customers or deliveries not being accepted at a hospital or other location for whatever reason.
Our service recovery policy is summarised below:
- If we fail to deliver on the selected delivery date, we will fully or partly refund the order, or arrange a redelivery of the order on a mutually agreed date.
- In the event of late-delivery on the selected delivery date, a refund for the additional delivery charge paid for the order will be offered to the customer.
- If damaged products are received, we will partly or fully refund the order depending on the severity of the damage, or redeliver a replacement. Please note that it will be immediately necessary to provide an email with photographic evidence of the damaged product and the damaged packaging.
- If the order is not fulfilled, we will refund the order in full.
- We will not offer a refund and a re-delivery.
- We need to be informed of issues within 3 days of the delivery. We reserve the right to refuse to consider such issues highlighted beyond this deadline.
- Should we believe that there has been an abuse of the 100% Satisfaction Guarantee or there are persistent claims from the same person or group of people we reserve the right to withdraw the Guarantee and the right to refuse to accept future orders.
- This Guarantee does not confer the right to a full refund, only to fair resolution.
- For small errors we may offer a partial refund or a discount on a future order. In such circumstances we will adopt a fair and just approach. For example we would not offer a full refund if a message card did not arrive or a small number of flower stems were damaged. This is because substantial value has already been delivered.
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 will not provide or offer any other form of financial or alternative compensation in any circumstances.