Refund policy

Last updated: 9/3/2026

At Kate Hill Flowers, we take great care in preparing and delivering fresh floral arrangements. Due to the perishable nature of flowers, our refund and replacement policy is designed to ensure fairness while protecting the quality of our products.

This policy explains when refunds, replacements, or cancellations may be issued.

Quick Summary

Return Window: Contact us within 5 days of delivery for refunds or replacements

Return Cost: Free for quality issues or incorrect items

Refund Processing Time: Refunds are processed within 4 business days

Product Condition: All arrangements are prepared fresh to order

Returns Method: Contact our team to report any issues with your order

1. Satisfaction Guarantee

We want you to be delighted with your flowers. If you believe your order arrived in poor condition or does not match what you ordered, please contact our team and we will do our best to resolve the issue promptly.

Where appropriate, we may offer:

  • a replacement arrangement

  • a partial refund

  • a full refund

2. Return Window

Due to the perishable nature of fresh flowers, physical returns are generally not possible.

However, if there is an issue with your order, you must contact us within 5 days of delivery so we can review the matter and determine an appropriate solution.

We may request photographs of the flowers to help assess quality concerns.

3. Quality Issues or Incorrect Orders

If we determine that:

  • the flowers were not of acceptable quality

  • the arrangement significantly differs from what was ordered

  • an incorrect item was delivered

we will offer a suitable resolution which may include:

  • replacement flowers

  • store credit

  • a partial or full refund

In these cases, Kate Hill Flowers covers any replacement delivery costs.

We may arrange collection of the original arrangement if necessary.

4. Perishable Product Conditions

Fresh flowers require proper care after delivery. Issues caused by improper care may not qualify for a refund or replacement.

Examples include:

  • stems not being trimmed

  • water not being refreshed

  • exposure to direct sunlight or heat

  • flowers being left without water

Care instructions are provided with every order to help maximise flower longevity.

5. Substitutions

Flowers are seasonal and subject to market availability. Occasionally certain blooms may not be available.

Where substitutions are necessary, we will replace them with flowers of equal or greater value while maintaining the overall style and colour palette of the arrangement.

If a significant substitution is required, we will attempt to contact you before dispatch where possible.

6. Order Changes

If you need to change your order details, please contact us as soon as possible.

Changes may be possible provided the order has not yet been prepared or dispatched for delivery.

7. Order Cancellations

Orders may be cancelled under the following conditions:

Before Preparation

If the order has not yet been prepared or dispatched, we can usually offer a full refund.

On the Day of Delivery

If flowers have already been prepared or are with the delivery driver, cancellations or refunds are generally not possible.

After Delivery

Once flowers have been delivered, cancellations or refunds are generally not possible, except where a quality issue has been confirmed.

8. Delivery Issues

Refunds for delivery charges are generally not available if incorrect delivery details were provided by the customer.

If re-delivery is required due to incorrect address information, an additional delivery fee may apply.

9. Refund Processing

Approved refunds are issued to the original payment method used at checkout.

Refunds are typically processed within 4 business days, however processing times may vary depending on your financial institution.

10. Fair Use Policy

We reserve the right to refuse or limit refunds or replacements if multiple claims are made by the same customer or delivery address where the claims appear excessive or not made in good faith.

Generally, one replacement per order may be approved unless otherwise agreed.

11. 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 policy limits or excludes your rights under Australian Consumer Law.

12. Customer Support Response Time

Our team aims to respond to all customer enquiries regarding orders, refunds, or delivery issues within one business day.

For urgent delivery matters, we recommend contacting us by phone so we can assist as quickly as possible.

If your enquiry relates to a quality concern, please include:

  • your order number

  • a brief description of the issue

  • photos of the flowers if possible

This helps our team resolve the matter quickly and provide the most appropriate solution.

13. Contact Information

If you have any concerns regarding your order, please contact our team.

Kate Hill Flowers
440 City Road
Southbank VIC 3006
Australia

Phone: +61 3 9510 8800