Refund policy
Last updated: 3 August 2026
At Kate Hill Flowers we take great care preparing and delivering fresh floral arrangements. This policy explains when refunds, replacements, returns and cancellations apply. Nothing in it limits your rights under Australian Consumer Law.
Quick summary
- Change of mind returns: accepted in store at 440 City Road, Southbank, within 10 days of delivery.
- Return cost: free. We do not charge a return fee or a restocking fee.
- Quality concerns: contact us within 10 days of delivery. You do not need to return anything.
- Refund processing: approved refunds are issued within 1 business day.
- Return method: in store at 440 City Road, Southbank VIC 3006.
1. Satisfaction guarantee
We want you to be delighted with your flowers. If your order arrives in poor condition, or does not match what you ordered, contact our team and we will resolve it promptly. Depending on the circumstances we may offer a replacement arrangement, a partial refund, or a full refund.
2. Change of mind returns
If you change your mind about a purchase, you may return it to our Southbank store within 10 days of delivery.
- Returns are accepted in person at Kate Hill Flowers, 440 City Road, Southbank VIC 3006, during opening hours.
- The arrangement should be returned in the condition it was received, with any packaging.
- There is no return fee and no restocking fee.
- Once we have the arrangement back, we issue a refund to the original payment method.
Because flowers are perishable, we cannot accept a change of mind return by post or courier. If returning in person is not practical for you, contact us anyway and we will do what we can to help.
3. Return window
The return window is 10 days from the date of delivery, for both change of mind returns and quality concerns. Fresh flowers change quickly, so an issue is easiest to resolve while the arrangement is still in front of you, but we would rather give you room than rush you.
4. Quality concerns or incorrect orders
If the flowers were not of acceptable quality, the arrangement differs significantly from what was ordered, or an incorrect item was delivered, you do not need to return anything. Contact us with your order number, a short description, and a photograph if possible.
Where we confirm a quality concern or an error on our part, we will offer a suitable resolution, which may include replacement flowers, store credit, or a partial or full refund. In these cases Kate Hill Flowers covers any replacement delivery cost. We may arrange collection of the original arrangement if that is useful.
5. Caring for fresh flowers
Fresh flowers need proper care once they arrive. Concerns caused by care after delivery may not qualify for a refund or replacement, for example stems not being trimmed, water not being refreshed, exposure to direct sunlight or heat, or flowers being left without water. Care instructions are provided with every order, and you can read them any time on our flower care page.
6. Seasonal availability
Flowers are seasonal and depend on what our buyers find at market. Where a particular bloom is unavailable we use flowers of equal or greater value, keeping the style and colour palette of the arrangement. Where the change is significant we will attempt to contact you before the order is prepared.
7. Order changes
If you need to change your order details, contact us as soon as you can. Changes are usually possible while the order has not yet been prepared or dispatched.
8. Order cancellations
Before preparation. If the order has not been prepared or dispatched, we can offer a full refund.
On the day of delivery. Once flowers have been prepared or are with the delivery driver, a cancellation is generally not possible.
After delivery. Once flowers have been delivered, the change of mind return in section 2 applies, or contact us if there is a quality concern.
9. Delivery issues
If a delivery cannot be completed because the address or recipient details supplied were incorrect, or the address was inaccessible, the order is returned to our Southbank store. Kate Hill Flowers covers the cost of that return leg. Redelivery can then be arranged, charged at the delivery rate that applies to the new address, or you are welcome to collect the arrangement from our store at no charge.
Where the failed delivery was our error, no charge applies at any stage.
10. Refund processing
Approved refunds are issued to the original payment method used at checkout, within 1 business day. Your bank or card issuer may take longer to show the funds.
11. Fair use
We reserve the right to refuse or limit refunds, returns or replacements where repeated claims are made by the same customer or to the same delivery address and those claims appear excessive or not genuine. Generally, one replacement per order may be approved unless otherwise agreed.
12. 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they 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.
13. Contacting us
Our team aims to respond to enquiries about orders, refunds or deliveries within one business day. For urgent delivery questions please call, so we can help as quickly as possible.
Kate Hill Flowers
440 City Road
Southbank VIC 3006
Australia
Phone: +61 3 9510 8800