Return Policy

Refund/Return Policy:

At Five Petals Florist, we strive for excellence in order to provide exceptional quality on our products and services. However, due to different seasons and climate change, the selection of our flowers will vary. Using flower of equal value, absolute care will be taken to match and maintain the closest style, theme and color scheme.

However, due to increased demand during major celebrations, some flowers might be unavailable. Customer representative will contact customer to discuss either to change the type of arrangement or substitute the flowers with a similar color. 

Similarly, we understand the expectations of our customers.Therefore, we have established this return/refund policy. Please read carefully and take note of the following.

1. Contact us immediately

After receiving the flowers, if customers have question on the quality of the arrangement or there are fault in the arrangement, please contact us directly (+61405345121 or fivepetalsflorist@gmail.com).

2. 24-hours notice

Should your flower arrangement perish/damage upon delivery, Five Petals Florist must be contacted within 24 hours of the delivery. Five Petals will gladly replace the arrangement. Five Petals reserves the right to request for photos or images of the original flowers. Five Petals requires that any dissatisfaction with the freshness/quality of the flowers be communicated to our customer representative within the day of delivery. We will, at our discretion consider issues raised after but reserve the right to refuse the options of refunding or resending the order.

3. Proof of purchase

To assist us in quality control, it is our policy to collect the original arrangement. Regretfully, we cannot arrange a replacement for you if the original flowers are disposed or images are unavailable.

If the recipient receives damaged or sub-standard flowers, please contact us immediately so that we can arrange either to re-send on the next available delivery date or a full or partial refund (% refund depends on the specific circumstances of the issue). Typically, we will not offer both refund and replace.  Where flowers have been damaged, we will normally ask for them to be returned or for photographs that clearly shows the problem so we can use them to determine what is going wrong with our system, and to claim compensation if possible from our courier (as appropriate).  It is important that we are contacted as soon as possible regarding issues. Similarly, it is important to note that this does not guarantee a 100% refund, but only to a fair resolution. 

4. Refund method and time frame

If a refund or replacement has been approved, this will be done at our convenience, usually within 24-48 hours. Any refunds will be credited back to the original payment method on which the order was purchased or to their PayPal account, if that form of payment is selected. 

5. Non-refundable item

Only regular priced items may be refunded. Sales and promotional items cannot be refunded. Similarly, shipping costs are non-refundable. If applicable, you will be responsible for the shipping cost.

Five Petals is not responsible for any order where the recipient refuses to accept the item. We do not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.

6. Change of Mind

Five Petals do not accept change of mind returns on any of our products. In order to qualify for returns or refunds there must be some fault with either the product or the service received.

Cancellation Policy

Should any customer place an order at Five Petals website and needed to cancel the order, the cancellation must be made prior to the delivery of the order, at least 24 hours-48 hours after purchase. If the cancellation request is received after the order is delivered, no refund can be issued. Five Petals reserve the right to refuse the cancellation request, if the arrangement is ready and pending for delivery.

Cancellations will not be accepted if a customer places an order but provides information that prevents direct delivery, for example wrong house address or recipient’s name.