Refund Policy

Overview

All refunds and returns are handled on a case-by-case basis. This policy outlines our procedures to ensure a smooth process if a refund or return is necessary.

1. Satisfaction Guarantee

If you’re not completely satisfied with your purchase, please contact us. If the issue is due to our error, we will do our best to make it right.

2. Mistakes During Ordering

• Customer Errors: If you make an error (e.g., ordering an extra item, selecting the wrong delivery date), contact us as soon as possible. We’ll correct the mistake provided the order is not yet onboard with the delivery driver.
• Our Attempts to Verify: If we suspect a mistake, we may try to contact you to confirm or clarify details. If we can’t reach you, we’ll assume the order details are correct and proceed as instructed.
  
  

3. Cancellations

• Before Dispatch:
  • If your order has not been delivered or is not onboard with the driver, we can typically process a full refund.
• Day of Delivery / Onboard with Driver:
  • If the order is already with the courier, a cancellation fee up to 50% of the total may apply to help cover delivery and cost of goods.
  • If the order has already been delivered, we cannot cancel or refund.
    
    

4. Substitutions

• Seasonal & Supply Variations: We do our best to send your chosen flowers in the requested colour. However, occasionally certain blooms aren’t available.
• Significant Substitutions: If we need to make a substantial change, we’ll try to contact you. If you’re not reachable and we need to proceed, we’ll make a comparable substitution of equal or greater value.
• If you do not accept the substitution and we’re able to speak with you before dispatch, we can offer a full refund or arrange an alternative bouquet.
  
  

5. After Delivery Concerns

• Time-Sensitive: Given the perishable nature of flowers, please contact us within 3 days of delivery if you have any quality or condition concerns.
• Photo Assessment: We may request a photo to help determine the issue (e.g., water intake, trimming, environment).
• Quality or Incorrect Item: If we confirm flowers were poor in quality or not what you ordered, we will offer a replacement or, if unsuitable, a full or partial refund.
  • In such cases, we cover the cost of re-delivery and may request to collect the original arrangement for inspection.
• Improper Care: If our care instructions that are provided with each order are not followed i.e. stems aren’t trimmed, water isn’t changed, or flowers are kept in poor conditions (direct sunlight, heat, or no water), we may decline refunds as the damage isn’t due to our error.
  
  

6. Delivery Charges

• Incorrect Delivery Details: We cannot provide delivery-fee refunds if you provided the wrong address. If re-delivery is needed due to an incorrect address, an additional delivery fee may apply.
• Change of Mind: If you change your mind before the flowers are onboard with the driver, we can refund and/or re-charge any difference. Once the order is with the courier, we cannot accommodate a simple change-of-mind request.
  
  

7. Replacements & Returns Logistics

• Replacement Delivery: If a replacement is issued, we may collect the original product at the same time.
• Unwanted Gifts or Other Situations: The buyer may be responsible for a pickup fee if the return is not due to quality or fulfilment issues on our part.
  
  

8. Refund Processing

• Method: Refunds will be processed back to the original payment method (credit card, PayPal, etc.).
• Timing: Once processed, it can take up to four business days to appear in your account. If you have concerns, please contact us.
  
  

9. Fair Use & Multiple Claims

• Fair Use Policy: We reserve the right to limit or refuse repeated claims from the same customer or address if they appear excessive or not made in good faith. Only one replacement per order may be approved unless otherwise stated.
  
  

10. Consumer Guarantees (Australian Consumer Law)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Refund & Returns Policy excludes, restricts, or modifies any rights or remedies you have under the ACL.