Terms & Conditions
Every endeavour is made to give you a true representation of each product in the photography used on this website. Photographs will often feature a suggested environment and/or props to enhance the images. Unless otherwise stated, prices quoted are for individual arrangements only. Although we strive to supply you with as true a likeness as possible to the original photograph, customers are advised that no two arrangements are identical and may be subject to slight deviation in colour and arrangement of stems/leaves etc. Wherever possible the same stems and greenery will be used as that featured in the photograph. If for any reason these are unavailable at time of purchase a suitable alternative will be used.
Approximate sizes of all arrangements, trees and greenery are given wherever possible. If you are purchasing an item for a specific area in your home, please give this careful consideration before ordering.
It is important to note that the finishes of our products vary in nature from glass to natural and more organic materials such as wood and stone. It is the customers responsibility to ensure that any furniture is protected when placing their items.
When we make a bespoke item or an adjusted item from the version seen online, we will offer a consultation to ensure we both have full understanding of the arrangement brief. A picture of the arrangement will be sent prior to despatch for the client to approve.
As this is a bespoke piece we are unable to offer refunds or exchanges, unless faulty or not as seen in the approved photograph. We are also unable to accept cancellations for these orders, unless we are notified in writing (or email) within 48 hours of the order being placed.
We are working on our gift voucher section online but currently vouchers can be purchased and redeemed over the phone or at our Claygate store. If you would like to purchase some vouchers simply contact us and we will post them free of charge.
The recipient can then select item/s to purchase, call the shop with their unique code and the goods will be reserved for them.
Gift vouchers cannot be refunded, exchanged for cash, or be used to settle any outstanding rtfact account balance.
RTfact Ltd cannot be responsible for lost, damaged or stolen cards but if you have your original order number and receipt then they can be replaced.
Gift vouchers redemption has have now been increased to an expiry of 24 months.
We accept Visa, Mastercard, American Express, PayPal and bank transfer.
Receipt of Order Confirmation
You will receive an order receipt confirmation email as soon as you have placed an order. Please keep it in a safe place as we may ask you for information from it in any correspondence. If you do not receive this email please contact firstname.lastname@example.org,uk, so that we may investigate and confirm that your order has been placed successfully.
All items are subject to stock availability. If your order is unavailable at time of purchase you will be notified via email or phone when to expect delivery.
Orders received by Midday will be processed ready for despatch that day, subject to confirmation of payment and stock availability.
Our courier service aims to deliver within 2 - 5 working days for our standard delivery option. Next working Day and other delivery options are available upon request, please contact us when placing your order.
We want you to be entirely happy with your purchase. If on receipt of your order you decide that you would like to return the item(s), you are welcome to do so. Please inform us within 14 days of this intention.
Also please note that refunds will only be issued on receipt of the item(s) in their original condition and in the original packaging. Unfortunately we will not refund delivery or return postage and packaging costs in this instance.
We can arrange return of an item via our delivery partner but this will incur a charge to be deducted off the refund.
As per the Consumer Protection (Distance selling) Regulations 2000, items should be received by RTfact Ltd within 14 days of the cancellation notification.
If your order is incorrect or arrives damaged please notify us within 48 hours of delivery. You will need to return your item(s) in their original packaging within 14 days of receipt. You will subsequently be given a full refund or replacement goods and your postage costs will be reimbursed. If, on inspection, rtfact do not deem the item(s) to be damaged or if you fail to return them within the required timescale or if they are not suitably packaged, no reimbursement for postage and packaging will be issued.
Items should be returned to;
Rtfact Ltd - Returns, 5 Oyster Park, Chertsey Rd, Byfleet, Surrey, KT14 7AX
We recommend that you obtain proof of despatch and obtain insurance cover as we cannot accept responsibility for goods lost or damaged in transit.
Your order is very important to us and accordingly all items will be packed to ensure a safe delivery. If upon delivery you feel that the items are damaged please notify us within 48 hours of receipt.
If for any reason you decide to cancel your order before the order has been dispatched you will be reimbursed in full.
Copyright / In house design
The RTfact product range is produced and designed by our inhouse creatives, we do not purchase any arrangements ready made. All photography used is either copyright of RTfact flowers or it’s original owner. Thank you to some of our generous clients* for the loan of their beautiful photography to bring our site to life.
* The Land C company, Newcourt Residential, Bistrot Pierre, Halo designs, Hunter Designs, Searcy's Gherkin, Lydia Millen
If you need to contact us for any reason, please feel free to call the Claygate shop on 01372 470580 or email our customer service department - email@example.com.
Full contact details below:
22 The Parade
Surrey KT10 0NU
Telephone: +44 (0)1372 470580
Registered office: 293 Green Lanes, Palmers Green, London, N13 4XS
Registered in England No. 06132101. VAT No 909786472.