Refund policy

Return and Refund Policy

This Return and Refund Policy is drafted in accordance with the Australian Consumer Law (ACL) and applies to all purchases of artificial flowers and preserved-flower jewellery made through our online store and in-person sales across all Australian states and territories, including South Australia. Nothing in this policy overrides or limits the consumer guarantees provided under the ACL.

1. Change of Mind Returns

Under the ACL, businesses are not required to provide a refund or exchange if a customer simply changes their mind. However, we offer a goodwill change-of-mind return option:

Change-of-mind return requests may be submitted within 7 days of receiving the item.

Returned items must be unused, in their original condition, and in complete packaging.

2. Shipping Costs and Fees

For change of mind returns, refunds exclude the original delivery charge, and customers are responsible for the cost of return postage. This policy is in addition to your rights under the Australian Consumer Law. Where a refund is required under the Australian Consumer Law, we will refund the original delivery charge and reimburse reasonable return postage.

We do not charge any restocking fees or administrative fees for approved returns.

Eligible refunds will be processed for the full amount paid, using the customer’s original payment method.

3. Custom or Special-Order Items

Customised products, including custom colours, custom floral selections, personalised arrangements or engraving, cannot be returned or exchanged.
These items are produced specifically to customer requirements and are non-returnable unless they contain a defect that qualifies as a major failure under the ACL.

4. Gift Cards and Non-Returnable Collections

The following items cannot be refunded or exchanged unless faulty:

  • Gift Cards
  • Items from the “Stay in Bloom” collection
  • Final sales items

These products are classified as non-returnable unless they present an ACL-defined major fault.

5. Condition of Returned Goods

Returned items must be received in original, undamaged condition, including all packaging and accessories.
We may decline a refund or exchange if:

  • the product is damaged during return transit
  • the product shows signs of use
  • components or packaging are missing

Customers are responsible for ensuring items are packed securely and returned through the method specified by us.

6. Faulty Products and ACL Consumer Guarantees

If an item is faulty, we will follow the remedies provided under the ACL.

Major Failures

  • A product is considered to have a major failure if it:
  • poses a safety risk
  • is significantly different from its description or sample
  • is substantially unfit for its intended purpose
  • cannot be easily fixed within a reasonable time

In these cases, the customer is entitled to choose between:

  • a full refund, or
  • a replacement of equal value

No usage or depreciation fees may be deducted.

Minor Failures

  • For minor faults, we will provide a free repair.

If the issue cannot be fixed within a reasonable timeframe, the customer may request a refund or replacement.

7. Compliance with Australian Consumer Law

All provisions in this policy operate in accordance with the consumer guarantees set out in the ACL.
We do not rely on store signage, internal policies or disclaimers to restrict any rights provided to consumers under the ACL. If there is any inconsistency, the ACL will prevail.