Return and Refund Policy

We hope you are pleased with your order. However, we understand that you might want to return an item if you change your mind, find it unsatisfactory, or if it is faulty.

Please inspect your items upon delivery and notify us of any issues as soon as possible, as returns must be initiated within 14 days of receipt.

The return process varies based on the situation. Refer to the relevant section below or contact us if you have any questions. Refunds will be issued only to the original payment method. If your account details have changed, please get in touch.

For orders paid with a gift voucher, refunds will be credited back to the original gift voucher. Keep your gift voucher number until you are completely satisfied with your order. If you used a combination of payment methods, we will refund the gift voucher amount first, followed by any remaining balance to your original payment method.

For all plants, please contact our customer service team  at plants@uskvalleyroses.co.uk upon receiving your order to determine the best course of action. Do not return these items without consulting us first, as we may not require their return. Additionally, we may not cover postage costs if you do not contact us beforehand, and if items are returned via 'special delivery' or 'signed for' services, we may not refund the full shipping cost.

Wholesale & Trade Orders

For wholesale and trade orders of cut flowers, please refer to our wholesale/trade terms and conditions which were sent at the time of business registration.

Refund Limits

Refunds are limited strictly to the value of the goods supplied as shown on your original order. We are unable to offer compensation, goodwill payments, consequential losses, or any additional costs beyond the original purchase price. This includes, but is not limited to, costs incurred for replanting, landscaping, loss of enjoyment, or any other indirect losses arising from a faulty or unsatisfactory product.

Living Plants

All plants are living organisms and their condition after delivery is subject to factors outside our control. We cannot accept responsibility for deterioration or failure caused by:

• Delivery delays outside our reasonable control (e.g. carrier delays, extreme weather)
• Failure to follow our care instructions or general horticultural best practice
• Unsuitable growing conditions, including incorrect soil, aspect, or climate
• Planting outside the recommended season or in unsuitable locations
• Neglect, pest damage, or disease occurring after delivery

To make a claim regarding plant condition, photographic evidence must be submitted to us within 48 hours of delivery. Claims made after this period may not be considered.

Exclusions & Liability

To the fullest extent permitted by law, Usk Valley Roses Ltd shall not be liable for any indirect, consequential, or special losses arising from the purchase or use of our products, including loss of profit, loss of enjoyment, or any costs beyond the original purchase price.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.