Returns and damages
FreshProof, wholesale tolerance and claims
How we handle quality issues on wholesale orders. FreshProof is mandatory for fresh flowers.
We aim to provide high quality wholesale flowers. As natural products, minor imperfections and variations occur. This policy outlines our wholesale tolerances and our mandatory FreshProof damage reporting procedure. Penelope's Trade sells business to business only.
Wholesale tolerance
The following may occur and do not qualify for credit or replacement on their own:
- Minor bruising or slight colour or size variation
- Up to 1 to 2 damaged or missing stems per bunch
- A snapped stem within normal handling tolerance
Wholesale tolerance: Up to 1 to 2 damaged or missing stems per bunch is considered normal wholesale variance. Refunds or credits will only be issued if more than 2 stems per bunch are damaged, or if the overall quality is significantly compromised, or if the wrong product was supplied or there is a material shortage.
Reporting damages: the FreshProof flow
Because fresh flowers are highly perishable and require immediate and correct conditioning upon receipt, we strictly enforce a 24 hour reporting window for all damages or quality issues. To report an issue, you must use our dedicated FreshProof system.
- Locate your link:Every delivery includes a separate FreshProof email from Penelope's Trade with a unique link generated for that order. You can also scan the FreshProof QR code on the delivery box.
- Access the portal: The link opens a unique reporting portal tied exclusively to your current delivery and order.
- Submit evidence: Follow the FreshProof flow to upload clear photographic evidence. This must include a photo of the full bunch, close up photos of any damaged stems or heads, and the product name and delivery date.
- 24 hour window: Complete FreshProof within 24 hours of delivery.
We receive your damage report automatically and will assess it against our Terms. Do not cut, condition, arrange or dispose of fresh goods until FreshProof is complete.
Failure to follow FreshProof
If you fail to notify us using the FreshProof link, fail to provide the required photographs, or submit a claim outside the 24 hour window, the flowers are deemed accepted. We cannot control how flowers are stored or conditioned once delivered. Claims made outside the FreshProof flow or the 24 hour window may be automatically rejected.
If FreshProof is genuinely unavailable, email accounts@penelopestrade.co.uk within the same 24 hour window with your order number, a clear description and the photographs FreshProof would have asked for.
Remedy
Where a complaint is accepted under our Terms, the usual remedy is Store Credit applied to your trade account for use against future orders. Store Credit is not a cash refund. Payment at checkout remains in full with no credit accounts.
Cancellations
Because we supply fresh, highly perishable wholesale products, cancellation is strictly limited once sourcing from Holland has begun. Fresh flower orders cannot always be cancelled, amended or refunded once placed. Floral sundry orders may only be cancelled if they have not yet been dispatched. Contact accounts@penelopestrade.co.uk as early as possible.