Terms and Conditions

TERMS & CONDITIONS

Products

1.1 All Products on this website (which may vary from time to time) are available in the UK only.

1.2 Certain Products may be delivered in bud or partially closed to ensure longer life.

1.3 Some Products, including flowers and plants, may be harmful or toxic if ingested. If you require further information before ordering, please contact us using the details in Section 6.

1.4 All Products are subject to availability. If we are unable to supply a Product, we reserve the right to substitute it with a Product of equivalent value and quality.

1.5 If we are unable to supply the Product or any suitable substitute, we will notify you as soon as reasonably possible and refund you in full within 30 days of the intended delivery date.

Prices

2.1 Prices shown are valid for a maximum of 14 days from the date of order.

2.2 All prices include VAT where applicable.

Orders & Payment

3.1 You must provide accurate personal and payment details when placing an order. By completing checkout, you agree to these Terms and Conditions.

3.2 Your order is an offer to purchase. A contract is formed only when we send you an order confirmation email.

3.3 We do not accept orders from individuals under 18 years of age.

Delivery

4.1 Delivery is available within the UK only.

4.2 We will confirm your intended delivery date by email after acceptance of your order. We do not deliver on Sundays or public holidays.

4.3 Incorrect or incomplete address details may result in delivery delays or failure. You are responsible for providing accurate information.

4.4 While we aim to deliver on your requested date, delays may occur due to circumstances beyond our control. In such cases, we will offer an alternative delivery date or a refund.

4.5 Deliveries to workplaces, hospitals, hotels, and similar locations may be signed for by an authorised person and will be considered successfully delivered.

4.6 If no one is available to accept delivery, the carrier may leave the item with a neighbour or leave a delivery card.

Cancellation, Returns & Refunds

This section is written in accordance with the Consumer Contracts Regulations 2013 (UK).

5.1 Right to Cancel (Standard Goods)

For most non-perishable, non-customised goods, you have the right to cancel your order within 14 days of delivery, without giving a reason.

You then have a further 14 days to return the goods.

Refunds will be issued within 14 days of receiving the returned goods or proof of return.

5.2 Exclusions – Perishable Goods

Due to their nature, perishable goods (including flowers, plants, and similar fresh items) are excluded from the 14-day cancellation right under UK law.

This means:

  • You cannot cancel or return these items simply because you change your mind.
  • Refunds will only be issued if the item is:
    • damaged on arrival, or
    • not as described, or
    • not of satisfactory quality

Any issues must be reported within 24 hours of delivery, including photographic evidence where possible.

5.3 Exclusions – Bespoke / Made-to-Order Products

Items that are personalised, custom-made, or made to your specifications cannot be cancelled or returned once production has started.

This includes (but is not limited to):

  • customised floral arrangements
  • personalised items
  • made-to-order designs or arrangements

These goods are excluded from the 14-day cancellation right under the Consumer Contracts Regulations 2013.

5.4 Faulty or Incorrect Goods

Nothing in this section affects your statutory rights.

If goods are faulty, damaged, or incorrectly supplied, you are entitled to:

  • a replacement, or
  • a full or partial refund

depending on the circumstances.

5.5 Refund Processing

Approved refunds will be processed using the original payment method within 14 days of confirmation.

Customer Services

6.1 Complaints should be addressed to:

Stems UK
1-3 Robertson St, Hastings TN34 1HN

6.2 Due to the perishable nature of some products, complaints should be made within 1 working day of delivery where possible.

Disclaimer

7.1 We aim to keep the website and service operational but do not guarantee uninterrupted access.

7.2 Our liability is limited as follows:

  • We accept liability for death or personal injury caused by negligence.
  • Otherwise, liability is limited to three times the value of the order.
  • We are not liable for indirect or consequential losses.

General

8.1 We may update these Terms from time to time. Changes take effect shortly after being posted on the website.

8.2 We may suspend or terminate access to the website at any time.

8.3 If any part of these Terms is found to be invalid, the remaining provisions remain in force.

8.4 We comply with applicable UK data protection laws and only use personal data to fulfil orders and as outlined in our Privacy Policy.

8.5 These Terms are governed by English law and subject to the jurisdiction of the English courts.