Terms
Terms and conditions
Trade and business to business only. By requesting an account or placing an order you agree to these terms.
These terms apply to trade accounts and orders placed with Penflo Retail Limited trading as Penelope's Trade. We may update these terms and will show the date of the latest version on this page.
1. Trade only
Penelope's Trade sells wholesale to approved trade florists and studios. Accounts are reviewed and approved by hand. We may decline or withdraw an account at our discretion. Prices are shown only to approved, signed in accounts. This is not a retail shop.
2. Orders and pricing
Products are sold by the wrap as shown in the catalogue, often with a minimum pack size per variant. Prices are exclusive of VAT unless stated and may change week to week. An order is confirmed once payment has completed on the secure checkout.
3. Payment
Payment is required in full at the time the order is placed. We do not offer credit accounts, trade credit, invoicing or deferred payment. A trade account is an online login only, not a credit facility.
4. Fresh supply
We do not hold stock in a fridge. Flowers are ordered fresh from Holland auctions for you when you place your order.
5. Delivery
You choose a delivery date in the cart before checkout. See our Delivery policy for cut off times, shipping options and delivery delay guidance. We deliver to UK mainland trade addresses only. We do not offer collection or cash and carry. Risk passes on delivery to the address you provide.
6. Quality, FreshProof and wholesale tolerance
Flowers are graded by hand and packed cold. Fresh product is perishable. Natural variation and minor imperfections can occur. See our Returns, damages and FreshProof policy for wholesale tolerance and what counts as damage.
Inspect goods on delivery. For fresh goods, damage, shortage or a wrong item must be reported through FreshProof within 24 hours of delivery using the separate FreshProof email link or the QR code on the delivery box. We receive your damage report automatically. Where a complaint is accepted, your remedy is Store Credit on your trade account. Store Credit is not a cash refund.
7. Cancellations
Once sourcing from Holland has begun, fresh flower orders cannot always be cancelled, amended or refunded. Sundry orders may only be cancelled if not yet dispatched. Contact accounts@penelopestrade.co.uk as early as possible.
8. Memberships
Where Penelope's Trade Silver, Gold or Platinum membership is offered, annual fees are non refundable outside the statutory 7 day cooling off period. Membership benefits are non transferable. Full membership terms are provided at the point of purchase.
9. Subscriptions
Where a flower wholesale subscription is offered, prices may change weekly based on market rates. Changes to delivery day, address or quantity require at least 48 hours notice before the next scheduled delivery. Cancellation requires at least 7 days notice before the next scheduled delivery.
10. Payment processing
Payment is processed by Shopify on their hosted checkout. Card details are handled by Shopify and their payment providers, not by Penelope's Trade.
11. Liability
Our liability for an accepted complaint is limited to the Store Credit set out above. Nothing in these terms limits liability that cannot be limited by law.
12. Data protection
We handle your data in line with UK GDPR. See our Privacy policy for FreshProof and complaint data. Contact accounts@penelopestrade.co.uk for any data request.
13. Governing law
These terms are governed by the laws of England and Wales.
14. Contact
Penflo Retail Limited. Company No. 16604769. Registered in England and Wales.