Refund policy
Returns, refunds and fresh flowers
This policy applies to Northblomst orders on northblomst.dk and northblomst.com. Mandatory consumer rights always apply. Northblomst is operated by Procarry, CVR 41618019, Gørdingvej 59, 6771 Gredstedbro, Denmark. Contact: office@northblomst.dk, +45 42 83 33 14.
Non-perishable products
For eligible online purchases, such as standard vases and non-perishable accessories, tell us within 14 days of receiving the goods if you wish to withdraw. You then have a further 14 days to send them back. Email your order number and an unambiguous statement that you wish to withdraw. You may inspect the goods as you would in a shop; handling beyond what is necessary may reduce the refund to reflect lost value.
Fresh flowers and other exceptions
The ordinary right of withdrawal does not apply to goods likely to deteriorate or expire quickly, such as fresh cut flowers, or goods made to your specifications or clearly personalised. Plants and gift baskets are assessed according to their actual contents; they are not automatically excluded as entire categories.
For perishable products, you may contact us within 2 days of delivery to request a voluntary return or exchange. We review these requests individually according to condition, timing and whether a return is practical; acceptance is not guaranteed. This does not limit rights relating to defective goods or more favourable terms already agreed for your order.
Damage, incorrect products and quality concerns
Please contact us as soon as possible, preferably within 48 hours for fresh flowers, with your order number, a description and photos where possible. The 48-hour request helps us assess fresh products; it is not a deadline that automatically removes your statutory rights. A complaint must be made within a reasonable time after discovering the issue. Statutory complaint rights apply, taking account of the product's expected lifespan.
We assess the appropriate remedy under applicable consumer law, such as replacement, a price reduction or a refund. Store credit is only used if you agree. For valid complaints, we cover reasonable necessary return costs. Do not send fresh flowers back before contacting us; photographs may be sufficient.
Return method, costs and refunds
Returns are by mail. Contact us for practical return instructions; this does not postpone your withdrawal deadline or make a statutory withdrawal conditional on our approval. Our return address is Procarry / Northblomst, Gørdingvej 59, 6771 Gredstedbro, Denmark, unless we agree another address with you.
You pay direct return postage when withdrawing from a non-defective purchase. There is no restocking fee. For withdrawal from a whole eligible order, we refund the purchase price and standard outbound delivery charge. Extra costs for an upgraded delivery method are not refundable. Statutory refunds are made to the original payment method without undue delay and within 14 days of withdrawal notification; we may withhold repayment until the goods or evidence of return have been received, where permitted. Our operational target is to process an approved refund within 5 business days, without extending statutory deadlines.
Changes and flower variations
Contact us promptly if you need to change a delivery date, recipient details or a perishable/custom order. Changes depend on preparation and delivery progress. Seasonal flowers and packaging may vary while preserving the selected style and value. These variations do not remove your rights if goods are defective or materially different from what was agreed.