Refund policy

🌸 Refund & Returns Policy

Effective date: 1st Feb
Store name: The Flori Shoppe

At The Flori Shoppe, we take great care in creating and delivering our floral products. As many of our items are perishable and made to order, please read this policy carefully before placing an order.

This policy operates in accordance with Australian Consumer Law (ACL). Nothing in this policy excludes your rights where goods are faulty, not of acceptable quality, or not as described.

1. Change of Mind Cancellations

We understand that circumstances may change. However, due to the nature of our products and delivery operations, change of mind cancellations are strictly limited.

Change of mind cancellations may be accepted only if:

  • You notify us at least 24 hours before the scheduled delivery date, and

  • The order has not yet entered preparation, production, or delivery scheduling, and

  • The order is not a same-day delivery, and

  • The order is not a custom or made-to-order arrangement, and

  • The order is not placed during peak periods (including Valentine’s Day, Mother’s Day, and major holidays).

If approved:

  • The order may be cancelled, and

  • A refund will be issued for the product value only.

  • Delivery fees are non-refundable.

  • Refunds will be processed to the original payment method or issued as store credit, at our discretion.

Change of mind cancellations will not be accepted if:

  • Less than 24 hours’ notice is provided, or

  • The order has already entered preparation or dispatch, or

  • The order is a same-day delivery, custom-made, or placed during a peak period.

2. Fresh Flowers & Perishable Items

Fresh flowers are perishable natural products. Variations in colour, size, bloom stage, and flower availability are normal and are not considered faults.

We do not accept returns or refunds for fresh flowers due to change of mind.

Quality Issues

If you believe your flowers are faulty or not of acceptable quality, you must:

  • Contact us within 24 hours of delivery, and

  • Provide clear photographic evidence of the issue.

Once reviewed, we may offer, at our discretion:

  • a replacement arrangement,

  • store credit, or

  • a refund of the product value (excluding delivery fees).

Claims made after 24 hours or without photos will not be accepted.

3. Same-Day Delivery Orders

All same-day delivery orders are final.

Once placed, same-day delivery orders cannot be cancelled, changed, or refunded, regardless of reason.

Our same-day delivery cut-off time is 2:00 pm (AEST).

4. Custom & Made-to-Order Items

Customised, personalised, or made-to-order items (including specific flower requests, colour palettes, or design instructions) are non-refundable and non-returnable.

5. Non-Perishable Products

Non-perishable items (such as vases and giftware) may be eligible for return within 14 days of delivery, provided that:

  • the item is unused,

  • in original condition and packaging, and

  • proof of purchase is provided.

Return shipping costs are the responsibility of the customer unless the item is faulty.

Sale items and gift cards are not eligible for return.

6. Delivery Issues & Fees

Delivery fees are non-refundable.

Customers are responsible for providing accurate delivery details. If an incorrect or incomplete address is supplied, or if the recipient is unavailable:

  • re-delivery fees may apply, and

  • refunds are not guaranteed.

7. Refund Processing

Approved refunds will be processed to the original payment method or issued as store credit, at our discretion.

Please allow 3–7 business days for refunds to be processed (bank processing times may vary).

8. Contact Us

For refund or cancellation enquiries, please contact us at:
info@theflorishoppe.com.au