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.

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.

In the event of a faulty or damaged item, you must contact us within 30 days of receiving an item in order to request a refund or replacement item.


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.


All returns are to be addressed to:

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

 

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