Refund and replacement
policy, no fine-print traps

01

The 24-hour freshness guarantee

Every fresh order is guaranteed to arrive in good condition and to last at least 24 hours looking like the approval photo. If it does not, photograph it within that window and choose between a free replacement or a full refund. No forms, no interrogation.

Beyond that, with the care card followed our working average is 12 days. If a bouquet collapses inside five days despite proper care, send a photo and we will make it right.

02

When we refund

Full refund or replacement, your pick, when: the bouquet arrives damaged; the wrong item or a materially different palette was delivered; the delivery missed its window and the occasion was ruined; or the order was cancelled before the stems were cut.

Part refunds apply when only part of the order failed, for example a missing add-on, which is refunded plus a coffee-sized apology on the next order.

03

When we cannot

We cannot refund for: natural wilting after the guarantee window; minor stem substitutions you approved in the photo step; delivery failures caused by a wrong address you supplied; or a recipient who simply did not like the colour. For that last one, talk to us anyway, we can usually do something.

Perishable goods are exempt from change-of-mind returns under the Australian Consumer Law, but your statutory rights for faulty or misdescribed goods are unaffected by anything on this page.

04

Subscriptions

Pause or cancel before the weekly cutoff (Tuesday 6pm) and nothing is billed. A drop that arrived below standard is replaced free in the same week or credited to the next one. Prepaid blocks refund the unused weeks at the discounted rate you paid.

05

Cancellations

One-off orders can be cancelled free until the florist starts cutting, usually about 45 minutes after ordering. Same-day express orders have a tighter window since the bench moves fast, but call us anyway. Event and wedding cancellations follow the sliding scale in your quote document.