Return & Refund Policy for Wantirna Flowers & Gifts

At Wantirna Flowers & Gifts, we are dedicated to providing high-quality, fresh floral arrangements, gifts, and related products to our customers in Australia. As a small business florist based in Wantirna, Victoria, we adhere to Australian Consumer Law (ACL) guidelines while recognizing the perishable nature of our products. This policy outlines our approach to returns, refunds, exchanges, and cancellations to ensure fairness and customer satisfaction.

1. General Principles

  • Perishable Nature of Products: Flowers, plants, and certain gift items (e.g., food hampers) are perishable and time-sensitive. As such, we do not offer refunds, returns, or exchanges for change of mind, incorrect recipient preferences, or if the items have been used, arranged, or removed from their original packaging.
  • Compliance with Australian Consumer Law: If a product has a major fault (e.g., it is significantly different from what was described, unsafe, or unfit for purpose), you are entitled to a remedy such as a refund, replacement, or repair. For minor faults, we may choose to repair or replace the item. We assess each case individually.

2. Refunds and Replacements for Faulty or Damaged Items

  • If your order arrives damaged, faulty, not as described, or in poor condition (e.g., wilted flowers due to our error), please contact us within 24 hours of delivery (or receipt for pick-up orders). We may request:
    • Your order number.
    • A clear photo of the issue.
    • A brief description of the problem.
  • Upon verification, we will offer:
    • A full or partial refund to your original payment method.
    • A replacement arrangement (subject to stock availability and similar value).
    • Store credit for future purchases.
  • Refunds for faulty items are typically processed within 3-5 business days after approval. Please note that processing times may vary depending on your bank or payment provider.
  • We cannot guarantee refunds if notification is received after 24 hours, as the freshness of flowers naturally deteriorates over time.

3. Delivery-Related Issues

  • Incorrect or Incomplete Delivery: If we fail to deliver your order on the agreed date (due to our error) or deliver the wrong item, we will provide a refund or redelivery at no extra cost. However, if the delivery address provided by you is incorrect or inaccessible (e.g., no one available to receive perishable items), we are unable to offer a refund or replacement.
  • Non-Delivery: In rare cases of non-delivery, please contact us immediately. We will investigate with our delivery partners and provide a remedy if the fault lies with us.
  • Hospital or Restricted Deliveries: For deliveries to hospitals, schools, or secure locations, we may leave items at reception if direct access is not possible. No refunds will be issued for such scenarios unless the item is faulty.

4. Cancellations

  • Orders can be cancelled prior to preparation or dispatch by contacting us as soon as possible. A small cancellation fee (e.g., $10-15) may apply to cover administrative costs.
  • Once an order has been prepared, dispatched, or delivered, cancellations are not possible due to the perishable nature of the products.
  • For same-day or urgent orders, cancellations must be requested at least 2 hours before the scheduled delivery time.

5. Non-Returnable Items

We do not accept returns or refunds for:

  • Custom or personalized floral arrangements.
  • Perishable goods (flowers, plants, edible items).
  • Gift cards or vouchers.
  • Sale or discounted items (unless faulty).
  • Items affected by external factors (e.g., improper care by the recipient, such as not following provided care instructions).

6. How to Contact Us

If you have any concerns about your order, please reach out to us promptly:

Flower Refund and Returns Policy

 Follow us on Instagram and Facebook.