Returns Policy

What is your returns policy?

We hope that you will love everything you buy from us, however, if this is not the case we promise to refund any item you are unhappy with when you return it to us in a saleable condition within 7 days from the date shown on your dispatch note.

When returning items to us, please ensure your returned goods are in their original packaging.  Do not remove any labels or tags.

In the event of damages, you must first contact your sales office to report the issue.

Upon our acceptance of the goods in like new condition, - and in strict conformance with the returns criteria, a Credit Note will be processed within 5 - 7 business days of receipt.


How do I return an item?

Please follow the below process for returning your parcel to us:

1. In the first instance please contact our Customer Service team at 0191 418 6577 or send us an email to customerservice-UK@smithersoasis.com within 7 days of your despatch to discuss your return.

2. Please sign for good “Damaged” and provide photographic evidence before and after pallet removal.

3. Repack item(s) in its original packaging with labels / barcode labels left intact.

4. Please, in all cases, attach the returns note provided by Customer Service to Parcel/Pallet.

5. Where a large consignment requires to be returned please ensure this is palletised to aid a streamlined pick up via the transport company.

6. Either make arrangements for the goods to be collected via your Customer Service or where goods have been requested in error make arrangements to return the goods to us at your own cost.

7. Upon our acceptance of the goods in like new condition and as identified in (1) above a credit note will be issued within 5 - 7 days.

8. Any unauthorised items not identified in (1) above will result in no credit being issued.


Piece Service Return Policy

We hope you are delighted with your purchase, however, we recognise there are some circumstances when products need to be returned to us.

If the items you received are, damaged, faulty or you received an item in error you must return it to us within 7 days for a refund or a replacement. Please call Customer Service at 0191 418 6577 for the appropriate address and return method for returning your goods.

All products from OASIS® Floral Products can be returned within 7 days of the date of the receipt. The items must be returned in unpacked and unused condition.  This means that the products must be returned in their original packaging; unopened shrink wrap film or with an undamaged seal. If you wish to return already used or unpacked product, please note that the return will be accepted by us only if the product was faulty. The return will also be accepted if you received goods different from those ordered, defective or damaged on delivery.

The goods must be returned with fully completed return form including correct order details and description of the issue justifying the return. Please state if you would prefer a refund or exchange of the goods; subject to stock availability. The return will be processed once the returned order has been received back at our warehouse. In the case of exchange of goods, we are only able to exchange the faulty item for an identical product. Any requests of additional items or substitute products will be treated as a new order.

If you decide to return the goods within the 7 days period, the costs of delivery and packaging necessary to facilitate the return is your responsibility. Likewise, the transport risks, as returned goods remain your property until the package reach our warehouse. Please retain your proof of postage until you have received your refund. If you are returning an item because of an error on our part we are happy to exchange the product or process a full refund- including delivery charges and the cost of returning the goods to us.

All returns are to be addressed to:

OASIS® Floral Products
Roeburn Hous
Mandale Business Park
Belmont Industrial Estate
Durham
DH1 1TH