1. Corporate Identity
Bloomtierrack is a brand of TONFIAND LIMITED, located at 29a, 23 Wharf Street, London, England, SE8 3GG.

2. Internal Fulfilment & Shipping Standards
We operate as a Direct-to-Consumer (DTC) retailer, maintaining full physical ownership of our inventory.

Dispatch & Processing: All orders are processed, quality-inspected, and dispatched directly from our managed warehousing facilities by our internal operations team.

Transit: We utilise premium international carriers (DHL, FedEx, UPS). The estimated delivery timeframe is 5–8 business days from the point of dispatch.

Tracking: Comprehensive tracking data is provided via email at every stage—from our facility to your doorstep.

Delivery Guarantee: Should an order exceed the standard delivery window, our dedicated support team will initiate a formal internal review with the carrier to ensure a prompt and definitive resolution, which may include a priority replacement or a full refund.

3. Statutory Right of Withdrawal (UK & EEA Consumers)
In accordance with consumer protection laws in the United Kingdom and the European Economic Area (EEA), you have the right to withdraw from your purchase within 14 days of receiving the goods, without providing a justification.

Notification: To exercise this right, please notify our team at pottedplants@bloomtierrack.com within the 14-day window.

Return Address: Items must be returned to our operational centre:
29a, 23 Wharf Street, London, England, SE8 3GG

Condition: Items must be returned unused, in their original condition, and in appropriate packaging.

4. Quality Assurance: Faulty or Damaged Goods
We enforce strict internal quality control procedures. However, should an item arrive damaged or non-conforming:

Please contact us via email with photographic evidence within a reasonable period of receipt.

Our internal assessment team will verify the claim promptly.

Upon verification, we will provide an efficient resolution, which may include a full refund or a replacement. To minimise inconvenience, we may waive the requirement to return the affected item following our internal inspection.

5. Return Eligibility Conditions
For returns initiated under the right of withdrawal:

Items must be in a resaleable condition and unused.

Original packaging should be utilised where reasonably possible to ensure safe transit.

We reserve the right to perform a final inspection of all returned goods prior to approving a refund.

For returns initiated under the statutory right of withdrawal (change of mind), the customer is responsible for all return shipping costs.

Exemptions: Please note that perishable goods, including live potted plants, cannot be returned under the standard 14-day right of withdrawal unless they arrive damaged or defective.

6. Secure Refund Processing
Payment Method: All approved refunds are issued exclusively to the original payment method utilised at checkout to ensure full compliance with anti-money laundering (AML) regulations and Stripe’s security protocols.

Processing Time: Refunds are processed immediately through our secure gateway following approval. Please allow standard banking windows for the credit to appear on your statement.

Payment Security: We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay. All transactions are protected by industry-standard SSL/TLS encryption via the Stripe platform.

For international orders shipped DDP (Delivered Duty Paid), your refund will include the total price paid at checkout, minus any non-recoverable import duties or return logistical costs where applicable.

7. Support & Contact
For all return requests, refund status enquiries, or logistical assistance, please contact our internal support team:

Phone Number:+44 2072744517
Email: pottedplants@bloomtierrack.com

We aim to resolve all enquiries within 24 hours to ensure your total satisfaction.