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Returns

RETURNS & MISSING ITEMS POLICY

Delivery Customers

Although we make every effort to ensure you always receive the freshest product and your order is assembled properly, there are times when something will go wrong.

We request that all customers unpack and thoroughly check their delivery on arrival. In the event of an item being short delivered, not being of the correct standard (either though quality or damage), then please follow these instructions to claim a credit.

Please notify us via telephone or email to credits@kfwgroup.co.uk on the day of delivery, stating the invoice number, item, quantity, number of stems/pots affected and the reason for requesting a credit (shortage on delivery, breakages, poor quality, not ordered etc ). If possible, we would appreciate pictures as this will also help us to identify, investigate and rectify the issue.

 Once we have identified the issue we will discuss the best resolution to minimize the impact on your business i.e., credit note, partial credit note or replacement. 

**Please note ** this may require the return of the original product and as such the downloadable request for credit form must be completed and returned along with the relevant items to our driver upon the next delivery. AT NO POINT SHOULD THE PRODUCT BE USED OR DISPOSED OF UNLESS AGREED with KFW Group Ltd in advance

All accessory / sundries items must be returned in a saleable state (i.e. packaging unopened and unused) A 10% handling charge will be levied on any sundry items which have been returned and are non-faulty and fit for purpose. All flowers returns must be kept in water and pot plants tended too until the driver collects.

CREDITS WILL NOT BE ISSUED UNLESS THIS PROCESS HAS BEEN MET IN FULL. NO EXCEPTIONS.

Collection Customers

We request that all customers thoroughly check their order (web shop & pre-order) as well as any stock selected from the general stock available within the cash & carry on the day they are collecting.

In the event of an item not being of the required standard (either through quality or damage) this provides an ideal opportunity to take this item off your order and select an alternative from the cash & carry stock.  This has multiple benefits but mainly it will ensure that you do not find you are short of stock, as any issues would have been rectified whilst at KFW Group Ltd. It also enables us to return any perishables to the grower/auction to issue a credit to us.

Upon leaving the cash & carry we will assume that all items taken have been accepted by you as being in a use-able condition and that you are satisfied with the quality and appearance. Should you find that an item has deteriorated in the subsequent hours after leaving the cash & carry, you must contact KFW Group Ltd within 24 hours, either by phone or email to credits@kfwgroup.co.uk . Once we have identified the issue we will discuss the best resolution to minimize the impact on your business i.e., credit note, partial credit note or replacement.

CREDITS WILL NOT BE ISSUED UNLESS THIS PROCESS HAS BEEN MET IN FULL. NO EXCEPTIONS.