This policy explains how refunds, returns and cancellations work for both physical products and booked services purchased from Berkin Solutions Limited.
Part A — Products
1. Your right to cancel (UK Consumer Contracts Regulations)
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for most goods within 14 days of receipt without giving a reason. Email Serikberkinbayev9@gmail.com with your order number to start the process.
2. Returning your item
- You have a further 14 days from notifying us to return the goods.
- Items must be unused, in original condition and, where possible, in original packaging.
- You are responsible for return postage unless the item is faulty, damaged or incorrectly supplied.
- We recommend a tracked service — proof of postage is not proof of delivery.
3. Live plants and fresh floral arrangements
Live plants and fresh-cut floral arrangements are perishable and are exempt from the standard 14-day cancellation right once dispatched. However, if a plant or arrangement arrives damaged, diseased or not as described, we will replace it or issue a full refund. Please contact us within 48 hours of delivery with photos.
4. Faulty or damaged goods
Under the Consumer Rights Act 2015 you are entitled to a repair, replacement or refund for faulty items. Email us within 30 days of delivery with photos. We cover return postage on faulty items.
5. Refunds
- Refunds are processed within 14 days of us receiving the returned item (or confirmation it was sent).
- Refunds are issued to the original payment method.
- We may deduct value if the item shows signs of use beyond what is necessary to assess it.
Refund Method
Approved refunds will be issued to the original payment method:
- Credit/Debit Card: 5–10 business days
- Bank Transfer: 3–5 business days
6. Non-returnable items
- Bespoke, custom-made or personalised floral arrangements.
- Live plants and fresh floral arrangements (except where faulty or damaged).
- Items that have been used, planted or assembled.
Part B — Services (design, planting, maintenance, tool repair)
7. Cancelling a service booking
To cancel or reschedule, contact us as early as possible. Cancellation fees:
- More than 7 days' notice — full refund of any deposit, no fee.
- 3 to 7 days' notice — 25% cancellation fee.
- 48 hours to 3 days' notice — 50% cancellation fee.
- Less than 48 hours' notice or no-show — 100% of the booking value.
8. Cooling-off period
For services ordered remotely, you have a statutory 14-day cooling-off period. If you ask us to start work within that period and then cancel, you may be charged in proportion to the work already completed.
9. Rescheduling and cancellations by us
Where possible we will offer to reschedule at no extra cost with at least 48 hours' notice. If we cancel due to weather, illness or circumstances beyond our control, we will offer the next available appointment or a full refund.
10. Deposits and tool repairs
Deposits are refundable in line with the notice periods above, except where bespoke materials have already been purchased. For tool repairs, you may cancel free of charge any time before work has started; once repair work has begun, you will be billed for materials used and labour completed to date.
Chargebacks
If you are considering a chargeback with your card issuer, please contact us first. Whether it relates to a physical product or a service booking, direct communication with us usually resolves the issue faster than a formal banking dispute.
Disputes
Berkin Solutions Limited is committed to fair and transparent dispute resolution under UK consumer and commercial law.
Contact Us
Email: Serikberkinbayev9@gmail.com
Phone: +447503802181