Returns, Refunds & Cancellations
Clear information. Fair resolutions. Support before and after your purchase.
At Gorgeous Roses LTD, we want you to order with confidence. We know that buying living plants online can raise questions, particularly when ordering dormant bare-root roses.
If your order is incorrect, arrives damaged or something is not as expected, please contact us. We will listen, review the circumstances and explain the appropriate next steps.
This policy explains cancellations, returns, refunds and the help available for bare-root and potted roses. It does not affect your statutory consumer rights.
1. Cancelling a pre-order before dispatch
You can contact us to request cancellation of a pre-order before it has been dispatched. Please email gorgeousrosesuk@gmail.com and include your order number.
Bare-root rose dispatch begins from 1 November 2026 for most varieties. Climbing and Rambling Roses begin dispatch from late November 2026.
These are the start of the dispatch windows, not guaranteed arrival dates. Orders are processed in the order received and subject to plant availability.
If your order has already been dispatched, the rules below about cancellation and returns after delivery will apply, as appropriate.
Any legal right to cancel is unaffected by our pre-order arrangements.
2. Changing your mind after delivery
For goods covered by the statutory distance-selling cancellation right, you can tell us you wish to cancel within 14 days after the day you receive the goods, without giving a reason.
You then have a further 14 days from telling us to send the goods back.
If one order arrives in separate deliveries, the cancellation period will normally run from receipt of the last item.
To cancel, email gorgeousrosesuk@gmail.com with your name, order number and a clear statement that you wish to cancel.
You do not have to use particular wording or give a reason. We will explain the practical return arrangements.
Because roses are living plants, please look after them while arranging a return. Keep roots and compost appropriately moist, protect plants from frost and heat, and package them carefully for transport.
If possible, avoid planting or unnecessarily disturbing the root system before returning them.
These care requests do not override your statutory rights. Handling beyond what is reasonably necessary to inspect an item may affect the amount refundable under the law.
A note about perishable goods
UK cancellation law contains an exception for goods liable to deteriorate or expire rapidly.
Being a living plant does not automatically mean every rose falls within this exception.
If a particular product lawfully qualifies for an exception, we will explain that clearly before purchase.
Any such exception does not remove your rights if an item is faulty, incorrectly supplied or not as described.
3. Damaged, faulty, incorrect or missing items
We take concerns about orders seriously.
If a rose arrives damaged, the wrong variety has been supplied, an item is missing or you believe a plant is faulty, contact us as soon as reasonably possible.
Email gorgeousrosesuk@gmail.com and, if you can, include:
- Your order number and a short description of the issue.
- Photographs of the plant, roots and packaging, where these would help us understand the problem.
- The date on which your parcel arrived.
Photographs are helpful but are not an absolute condition of your statutory rights.
We may ask for further details or advise whether a return is necessary.
Where the item is faulty or not as described, we will provide the appropriate remedy under UK consumer law, which may include a refund or replacement, depending on the circumstances.
We will not require you to pay reasonable return costs for goods that are faulty or supplied incorrectly.
If a wrong variety becomes apparent only when the rose flowers, contact us at that point with your order details and photographs of the blooms. We will investigate the concern fairly.
Sale and discounted items have the same statutory consumer rights as full-price items.
4. Understanding dormant bare-root roses
Our standard bare-root roses are supplied as 2-year-old dormant plants, without pots or surrounding compost.
They may arrive with bare stems, few or no leaves and no flowers. This appearance is normal during dormancy and does not by itself indicate a fault.
Product photographs usually show the variety during its flowering season.
Newly planted roses need time to establish, and new growth depends on weather, soil, watering and seasonal conditions.
If you are unsure whether your newly delivered rose is healthy, contact us before taking any drastic action. We can offer initial planting and care guidance.
5. Return delivery costs and packaging
For a change-of-mind cancellation where a return is required and the statutory cancellation right applies, you are normally responsible for the direct cost of returning the goods, provided this was clearly disclosed before purchase.
The price will depend on the parcel and courier you choose. We recommend a tracked service and careful, plant-safe packaging.
For faulty, incorrectly supplied or otherwise non-conforming goods, please contact us first.
We will explain how to return the item, if needed, without leaving you responsible for reasonable return costs that the law requires us to cover.
Please contact us before sending a live plant back, so we can provide the correct returns address and packing guidance.
The registered office listed below is not necessarily the processing location for returns.
6. When and how refunds are issued
When a statutory change-of-mind cancellation applies, we will refund the price of the returned goods together with the applicable standard outbound delivery charge for a cancelled full order.
If you selected an upgraded delivery service, any refund of the original delivery fee need not exceed our standard delivery rate. The treatment of delivery charges may differ for a partial cancellation.
Where goods must be returned, we will make the refund within 14 days of receiving the goods back or receiving evidence that you have sent them, whichever is earlier.
If no goods need to be returned, the refund will normally be made within 14 days of notification of cancellation.
Refunds are normally made to the original payment method, unless another method is expressly agreed.
A lawful deduction may be made if goods have lost value due to handling beyond what was reasonably necessary to inspect them.
If an order is faulty or otherwise does not conform to the contract, applicable statutory refund and remedy rules take precedence over any change-of-mind conditions above.
7. Frequently asked questions about returns and refunds
Can I cancel a bare-root rose pre-order?
Please contact us as soon as possible before dispatch. We will confirm the status of your order and the applicable cancellation arrangements.
Do I have 14 days to return my order?
Where the statutory distance-selling cancellation right applies, you generally have 14 days after receiving the goods to tell us you wish to cancel, followed by another 14 days to return them.
Some goods that deteriorate rapidly may be legally exempt; we will identify any applicable exception before purchase.
What if my rose arrives without leaves or flowers?
That is normal for dormant bare-root roses and does not, on its own, mean the plant is faulty. Please contact us if you have concerns about its condition.
What if I receive the wrong variety?
Email us your order number and details.
If the mismatch becomes clear only after flowering, please contact us then with photographs so we can investigate.
Are sale roses covered by the returns policy?
Yes. Discounted products carry the same statutory rights as products sold at full price.
Who pays return postage?
For eligible change-of-mind returns, customers normally pay the direct return cost if this was disclosed before purchase.
Where a product is faulty or incorrect, we will handle reasonable return costs in line with UK consumer law.
How long does a refund take?
For a statutory change-of-mind return, refunds are normally made within the legally required 14-day period after we receive the returned goods or evidence that they have been sent back, whichever is earlier.
Your payment provider may take additional time to display the credit.
What if my rose does not grow after planting?
Get in touch with your order details and planting information.
We can provide care guidance and consider an eligible claim under our additional establishment guarantee.
Your statutory rights are unaffected.
8. Contact Gorgeous Roses
Gorgeous Roses LTD
Company number: 15964083
Registered office: 13 Dudley Road, Harrow, England, HA2 0PS
Email: gorgeousrosesuk@gmail.com
Phone / WhatsApp: 07733 661729
For return instructions, please contact us to confirm the appropriate returns address before sending a parcel.
You can also read our Delivery & Pre-orders information or contact us with any questions.
We want every customer to feel informed, supported and confident when ordering roses from Gorgeous Roses.