Terms of service

Last updated: 10/03/2026

1) Overview

These Terms of Service (“Terms”) govern your use of our website and the purchase of products including Commissioned Works (Bespoke), Original Artwork, Standard Prints, and Other Products (together, “Products”). By accessing our website or placing an order, you agree to these Terms. Nothing in these Terms affects your statutory rights.

2) Trader Identity (Who We Are)

If we trade under “The Petal Cove”, the legal contracting party is Lauren Fisher. Please use these details for legal notices. For returns, please do not send to our geographic address, please email us and we will provide return details.

The Petal Cove a.k.a Lauren Fisher (“The Petal Cove”, “we”, “us”, “our”).
Geographic address: The Petal Cove, 61 Bridge Street, Kington, HR5 3DJ
United Kingdom
Email: laurenfisher@thepetalcove.co.uk

3) Key Definitions

Commissioned Works (Bespoke): Custom artworks created to your personal specifications (e.g., size, colours, flower choices, personal themes). These are “personalised goods” and are exempt from the 14‑day cooling‑off period under the Consumer Contracts Regulations 2013. Please review our full refund and returns policy for more information.

Original Artwork: One‑of‑a‑kind pieces created by the artist, not personalised.

Standard Prints: Replicated prints of existing artwork (non‑custom).

Other Products: Non‑custom merchandise such as stickers, key rings, and similar items.

4) Orders & Contract Formation

How to order (distance sales): You submit an order at checkout; we acknowledge by email. The contract is formed when we accept your order (usually on dispatch confirmation).

Prices & charges: Prices and applicable taxes/fees are shown at checkout. Delivery options and costs appear before you place the order. If a statutory cooling‑off right applies (non‑custom distance/off‑premises purchases), we refund outbound standard delivery on cancellation; upgrades are refunded only up to the standard rate.

What you’ll see before purchase (distance/off‑premises): We show our identity and address, the total price (and how it’s calculated), delivery costs, delivery terms, who pays return postage for change‑of‑mind (if applicable), and whether a cooling‑off right applies. This information is shown on each product page and in our Terms & Conditions, which are linked clearly from the checkout page. The same information is also repeated in your order confirmation email.

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5) Commissioned Works (Bespoke)

5.1 Specification Lock‑In

After you place a commission request, we email you a Specification (size, primary colours, flowers, themes, and any expressly promised features). Work begins only after you confirm the Specification.

5.2 Artistic Quality & Objective Acceptance

Commissions are created in the artist’s established style shown in our portfolio (link). Handmade features—brushwork, texture, expressive interpretation, subtle variations—are normal and not defects. Differences caused by screens or lighting are not defects.
At approval, the artwork is assessed only against the Specification and whether it was produced with the artist’s normal professional skill and care. If the agreed flowers/colour palette/themes are present and the size is correct within reasonable tolerances, the work is considered “as described” and made with “reasonable care and skill.” Preference‑based objections (e.g., a different composition/style now preferred) are not faults.

5.3 Approval Stage (Before Shipping)

We send a photo of the finished artwork for final approval.

• Approve: we dispatch; the sale becomes final (see 5.5).
• Do not approve (for any reason): we cancel the order and refund 50% of the total price, retaining 50% as a non‑refundable creation fee for time and materials. Bespoke/personalised goods do not have a 14‑day cooling‑off right.

5.4 Objective Non‑Conformity (Your Statutory Remedies)

If the finished work objectively fails the Specification (e.g., missing a specified flower, materially different agreed palette, wrong size beyond reasonable tolerance) or was not produced with reasonable care and skill, you are entitled to the usual consumer remedies (repair/adjustment or replacement; if not possible within a reasonable time without significant inconvenience, an appropriate refund).

5.5 After Approval & Shipping

Once approved and dispatched, the commission is a final sale except for statutory rights (for example, damage in transit or the item not being as described beyond what could reasonably be seen from the approval image).

6) Non‑Custom Products

6.1 Original Artwork & Standard Prints

Orders are accepted per section 4 and dispatched within the timeframe you see at checkout/confirmation.

6.2 Goodwill Returns

We offer a goodwill 30‑day change‑of‑mind returns policy in addition to any statutory rights you may have (for example, the distance‑selling cooling‑off period).

Goodwill returns are refund‑only (no exchanges or store credit). Eligibility and any condition requirements (e.g., the item being in resalable condition) will be stated clearly on the relevant product page and/or at checkout before you place your order.

This goodwill policy does not affect your statutory rights.

Please read our Refund and Return Policy for further details.

7) Delivery, Risk & Title

Delivery: We deliver to the address you provide; estimated windows are shown at checkout/confirmation.
Risk: Risk passes to you on delivery to you, your nominated neighbour, or your designated safe place (if you selected/allowed this). Until delivery, we remain responsible for the condition of the goods.
Title: Legal title passes when we receive full cleared payment.

Read our Shipping Policy for full details.

8) Cancellation & Returns (Summary of Your Legal Rights)

8.1 Bespoke Commissions

No 14‑day cooling‑off for personalised/bespoke goods. Our 50% non‑approval policy (section 5.3) is a goodwill policy and sits alongside your statutory remedies for objective non‑conformity.

Please read our Refund and Return Policy for further details.

8.2 Distance/Off‑Premises – Non‑Custom Items

You have a 14‑day cooling‑off period from the day after delivery to cancel for any reason. You must return the goods within 14 days of cancellation. We refund the item price + outbound standard delivery within 14 days of receiving the goods (or acceptable proof of posting). We may deduct for diminished value caused by handling beyond what is necessary to inspect. Unless we stated otherwise before purchase, you pay return postage for change‑of‑mind returns.

Please read our Refund and Return Policy for further details.

8.3 Faulty/Not as Described (All Items)

If goods are not of satisfactory quality, not as described, or unfit for purpose, you have a 30‑day short‑term right to reject for a full refund. After 30 days, the law provides a repair or replacement first; if that fails, price reduction or final rejection may apply. We cover return postage/collection for faulty items.

Please read our Refund and Return Policy for further details.

9) How to Cancel/Return

Email us using the details in section 2 with your order number, item(s), and reason (faulty vs change‑of‑mind).
Packaging: Please pack securely. Original packaging is not required to exercise legal rights, but if change‑of‑mind goods are inadequately packaged and damaged in transit, we may deduct for diminished value.

Please read our Refund and Return Policy for further details.

10) Intellectual Property & Promotional Use

Copyright: Unless agreed otherwise in writing, the artist (Lauren Fisher) retains all copyright and related rights. Purchasing a physical artwork does not transfer copyright. Any reproduction (prints, licensing, commercial use) requires our prior written permission.
Use of images: We may show images of artworks (including cancelled/returned commissions) in our portfolio and marketing where we hold the rights. If an image contains identifiable personal data (for example, a recognisable person), we will use it for marketing only with a valid lawful basis—typically your explicit consent—and you can withdraw consent at any time.

11) Limitation of Liability

Nothing excludes or limits liability for death/personal injury caused by negligence, fraud, or any liability that cannot legally be limited.
Subject to the foregoing, our total aggregate liability arising out of or in connection with a Product or these Terms shall not exceed the price paid for that Product. We are not liable for (i) losses not caused by our breach; (ii) business losses (we sell to consumers unless expressly agreed otherwise); or (iii) delay/failure caused by events beyond our reasonable control.

12) Force Majeure

We are not responsible for delay or failure to perform caused by events beyond our reasonable control (for example, extreme weather, strikes, epidemics, carrier disruptions, or supply shortages). We will notify you and take reasonable steps to minimise impact.

13) Changes to These Terms

We may update these Terms from time to time. The Terms in force when you place an order apply to that order; changes apply prospectively. If we make material changes affecting ongoing services, we will notify you where required.

14) Termination

We may suspend or terminate access to our website or decline to fulfil an order where necessary to protect our business (for example, suspected fraud/abuse) or where you materially breach these Terms. This does not affect rights accrued before termination.

15) Privacy & Data Protection

Your personal data is handled per our Privacy Policy. We follow UK data protection law, rely on appropriate lawful bases for processing (including any direct marketing/cookies where relevant), and respect your rights. Please review the Privacy Policy for details.

17) Governing Law & Jurisdiction

These Terms and any dispute or claim (including non‑contractual disputes) are governed by English law. The courts of England and Wales have jurisdiction, without prejudice to any mandatory consumer protections in your local law where applicable.

18) General

Severability: If any provision is invalid, the remainder remains effective.
No waiver: A failure to enforce is not a waiver.
Entire agreement: These Terms, together with your order confirmation and any incorporated policies (such as our Returns & Refunds Policy), form the entire agreement for your purchase.