Refund Policy

Quality Issues:

• Flowers arrive damaged, wilted, or in poor condition
• Arrangement significantly differs from what was ordered
• Flowers fail to last a reasonable period despite proper care
• Missing items from your order

Delivery Issues:

• Order was not delivered on the requested date
• Delivery was made to the wrong address due to our error
• Recipient was not available and we failed to follow alternative delivery instructions
• Order was not delivered within our guaranteed timeframe

Order Errors:

• We made an error processing your order
• Wrong arrangement or flowers were delivered
• Significant colour or flower type substitutions were made without notification

Customer-Related Issues:

• Incorrect delivery information provided by customer
• Recipient was unavailable and no alternative delivery instructions were provided
• Customer cancellation of confirmed orders (unless within our cancellation timeframe)
• Normal flower aging after proper lifespan has been reached

Force Majeure:

• Severe weather conditions preventing safe delivery
• Natural disasters or emergencies
• Government restrictions preventing delivery

Perishable Nature:

• Flowers that deteriorate due to improper care by recipient
• Extended delivery delays caused by recipient unavailability

How to Request a Refund:

1. Contact Us Immediately: Notify us within 24 hours of delivery for quality issues, or as
   soon as possible for delivery problems
2. Provide Details: Include your order number, delivery date, and description of the issue
3. Photo Evidence: For quality issues, photos help us assess the problem and improve our
   service
4. Contact Information: Call us at [Phone Number] or email [Email Address]

Our Response Process:

1. Immediate Acknowledgment: We'll confirm receipt of your refund request within 24
   hours
2. Investigation: We'll review your order details and investigate the issue
3. Resolution Offer: We'll provide a solution within 2 business days
4. Follow-Through: We'll ensure the resolution is implemented promptly

Full Refund:

• Complete refund of purchase price including delivery fees
• Issued when quality or delivery failures are significant
• Processed within 5-7 business days to original payment method

Partial Refund:

• Proportional refund based on the issue severity
• May be offered for minor quality concerns or partial order problems
• Calculated fairly based on the specific circumstances

Replacement Arrangements:

• Fresh replacement arrangement at no additional cost
• Often preferred when timing allows and customer agrees
• Includes upgrade to premium flowers when available

Store Credit:

• Credit for future purchases
• May be offered as an alternative to monetary refund
• Never expires and can be used for any product or service

Order Cancellations:

• Same Day Orders: Must be cancelled within 1 hour of placement
• Next Day Orders: Can be cancelled until 6 PM the day before delivery
• Future Orders: Can be cancelled up to 24 hours before scheduled delivery
• Holiday Orders: Special cancellation terms apply during peak periods

Cancellation Fees:

• No fees for cancellations made within allowed timeframes
• Processing fees may apply for last-minute cancellations
• Peak period cancellations may incur additional charges

Valentine's Day, Mother's Day, and Other Peak Times:

• Earlier cancellation deadlines apply
• Limited refund availability due to advance preparation
• Specific terms communicated at time of order
• Priority given to replacement arrangements over refunds

Same-Day Delivery Issues:

• Full refund if delivery not made by end of business day
• Partial refund for significant delays
• Alternative delivery date offered at no extra charge

Scheduled Delivery Problems:

• Replacement delivery at no cost if missed scheduled time
• Refund of delivery fees for our errors
• Upgrade to premium delivery service for future orders
  
  

Refund Timeframes:

• Credit Card: 5-10 business days
• Debit Card: 3-7 business days
• Bank Transfer: 2-5 business days
• Cash Payments: Immediate in-store refund available

Refund Verification:

• Original payment method will be credited
• Refund confirmation email provided
• Receipt or proof of purchase may be required

No Refunds For:

• Change of mind after successful delivery
• Recipient's personal preference differences
• Normal flower lifespan expiration
• Custom arrangements after customer approval
• Sale or clearance items (unless quality issues)

Refund Limitations:

• Refunds limited to original purchase price
• No compensation for consequential damages
• Maximum refund timeframe of 30 days from delivery
• One refund request per order unless exceptional circumstances

To Receive a Refund:

• Report issues promptly within specified timeframes
• Provide accurate order and delivery information
• Allow reasonable time for resolution attempts
• Provide photo evidence when requested for quality issues

Care Instructions:

• Follow provided flower care instructions
• Provide appropriate care environment for flowers
• Report care-related questions promptly

Communication:

• Respond to our resolution attempts promptly
• Provide feedback on offered solutions
• Maintain respectful communication with our team

Dispute Resolution

If you're not satisfied with our initial resolution:

1. Escalation: Request to speak with a manager or supervisor
2. Review: We'll conduct a comprehensive review of your case
3. Final Resolution: We'll provide our final offer within 5 business days
4. External Options: Information about consumer protection agencies if needed

Phone: (03) 9782 0077

• Monday - Wednesday: 9:00am - 5:30pm
• Thursday - Friday: 9:00am - 6:30pm
• Saturday: 9:00am - 5:00pm
• Sunday: 9:00am - 4:00pm

Email: meliaz@live.com

In Person: Visit our showroom at Carrum Downs Regional Shopping Centre