REFUNDS AND RETURNS
We do not accept returns or provide refunds for change of mind. However, we want our customers to be satisfied with the products they purchase from us which is why we offer a store credit only if:
- The item is faulty;
- Item has been received damaged;
- The item is returned to us within 30 days from order date;
- No cut or tampered stems;
- You send us an email with description, order date, name and photo of the product within 48 hours of receipt of the delivery.
We have a 48 hour return policy for faulty or damaged goods, which means you have 48 hours after receiving your item to request a return. If you have selected the wrong product in your order please contact us as soon as possible for changes to your order prior to shipping as we do not exchange or refund products due to change of mind.
Due to our products being bulky goods sometimes the stems in our artificial products may be bent to fit shipping containers to minimise shipping costs to you. The products are made with a durable wire stem in a plastic or latex coating allowing for bending to suit your use and will return to their original state and accordingly, you agree and acknowledge that bent stems are not considered to be a product fault and these products are not eligible for a return or refund for this reason.
If you have provided us the wrong shipping address and your goods are not received you are not eligible to for a refund or return. If you have noticed you provided the wrong address for your order, we may have shipped the goods already but please contact us urgently so we can try redirect the delivery to the correct address. Due to using third party couriers once the order has left our facilities it is out of our hands and beyond our control. Please refer to our shipping policy for further information.
Please inspect your order upon receipt and contact us immediately if:
- the item is defective or damaged
- If you are missing items
- or receive the wrong item
To be eligible for a return for damaged or faulty goods, your item must be in the same condition that you received it and unused. You’ll also need the receipt or proof of purchase (name, order number and date of purchase) which is available from your order confirmation email. In addition to your proof of purchase we require photo evidence of the damaged goods sent to us as part of your request.
We will acknowledge your request and a solution will be provided in either:
- Store credit for the damaged or missing goods
- A replacement of the requested products
- A refund on the damaged or missing goods
If a return is requested by us, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If we have requested a return of your products we will notify you once we’ve received and inspected your return, and will process the agreed solution. If approved for a refund, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at email@example.com.
Certain types of items cannot be returned, like custom products (such as custom orders like bouquets and wedding sets or personalised items). Please get in touch if you have questions or concerns about your specific product. If the product has already been described as having a fault or has any defects disclosed prior to purchase these are not eligible for a refund.
Unfortunately, we cannot accept returns on sale items.
Our products come with guarantees that cannot be excluded under the Australian consumer law. Nothing in these terms purports to modify or exclude the conditions, warranties, undertakings and legal rights under the Australian Competition and Consumer Act and other local laws. Any and all other warranties or conditions are expressly excluded, including liability for incidental or consequential damages caused by breach of any express or implied warranty or condition.
If your product is faulty or not substantially as described we will take all reasonable steps to either replace, repair or refund the item. To initiate a return, please contact our customer service team.