Refund policy
In this Refund Policy we, us or our means Floralove Propriety Limited (ABN: 916 241 789 54).
Flower Quality Assurance Measures
Floralove sources the freshest produce available from our flower growers each week. While this is the case, please bear in mind that flowers are a perishable product that, similarly to fruits and vegetables, age and react to environmental conditions, both indoor and outdoor.
With each flower order, we provide the following measures to help maintain quality and freshness;
- We wrap the bottom of the stems in “wet packing” which is water-soaked paper towelling wrapped in biodegradable (100% recyclable) cling wrap. This will help keep the flowers hydrated during delivery.
- With each bunch, we provide a Flower Care Guide with a list of general care tips for keeping cut flowers fresher for longer.
- We also include a flower food sachet which provides a source of nutrients to your cut flowers, as well antibacterial agents to help keep the water in your vase clean. Flower food has long been proven to help cut flowers maintain their freshness and colour vibrancy.
While we take our quality assurance measures very seriously, there are many varying factors that can affect your flowers once they leave our studio, such as extreme heat, heavy rain, or air conditioning.
Quality Queries Process
If you are not 100% satisfied with the quality of your flowers, please contact our support team within 2 days of delivery via email: hello@floralove.com.au.
Also, to assist us in assessing any quality queries, Floralove reserves the right to request photos or images of the original flowers (sent by text or email) at the time of emailing your query. We are always here to help and will do our very best to ensure that you have an all-round wonderful experience with Floralove.
Please note that some of your flowers may arrive in partial bloom, with some flowers still in bud form. This is so that the recipient of the flowers can experience the joy of watching the flowers burst into bloom, and will also mean they can enjoy their flowers for much longer.
Returns & Refunds
Due to the perishable nature of our product, Floralove does not accept returns, however we may offer a refund or replacement under certain circumstances in accordance with Australian Consumer Law.
If you believe your flowers have arrived damaged, or at a sub-standard quality, or in the unlikely event that all flowers have perished prematurely* (within 3 days of delivery) despite having followed the Flower Care Guide provided, please contact our Customer Care team immediately at hello@floralove.com.au.
* Please note that, depending on the flower species, cut flowers tend to last between 3 and 7 days.
In the event that you have ordered a vase with your flowers and it has either not been included on delivery or has arrived damaged, we will be more than happy to refund its value. Once again, we will require an email sent to hello@floralove.com.au no more than 2 days after delivery, including photos (either sent via email or text).
We are passionate about our Customers and delivering only the highest standard of quality. We will do our utmost to assist a Customer if there is any dissatisfaction with our products or services.
Once we have received the quality query along with the photos of the flowers in question, and are satisfied that all flower care instructions have been followed, we will be happy to either;
- resend a new bunch of flowers; OR
- provide a full or partial refund (the refund amount will depend on the specific circumstances surrounding the query).
Once a refund or redelivery has been approved, Floralove staff will liaise with the Customer to organise this within 24 – 48 hours.
Refunds will be made via the Customer’s original payment method.