Under Construction
Our policy on common problems is;
- Some types of problems arise comparatively often
- Petals works with the Membership to arrive at widely acceptable solutions to these common problems. You are welcome to debate any of these policies at any time on the forums
- when resolving a dispute of the nature of any listed below, Petals will apply these agreed rules and members are expected to comply.
- orders sent outside of the Petals system via direct trading are also outside our dispute resolution system but the following guidelines may still be useful but not binding
Early Delivery
When an order is sent to a recipient earlier than a clearly marked date and without good reason, the order should be redelivered on the correct date at the full expense of the supplying florist
Late Delivery
Non-Delivery
Value for Money
Non-receipt of order
A supplying florist may say they did not receive an order. Our rules on this are;
- if the order was phoned to the supplier and the sender has a time, date and correct name of the person they spoke to, this will be evidence of transmission
- if the order was faxed within the Petals system, Petals will advise both parties by email on the progress of this order. It is the responsibility of both parties to ensure they reconcile orders they send and receive with these emails. If a member does not have email, they can request a faxed confirmation service but fees will apply.
- if the order was set for web collection over the Petals Exchange, the florist needs to press the 'accept' or 'reject' order buttons and this provides evidence of collection.
Substitution of Flowers
If the order falls outside the guidelines of the Substitutions policy, the supplying florist should re-deliver the correct order at their expense.