Blue Delphinium Greeting Card

DELIVERY CUT OFF TIMES FOR SAME DAY DELIVERY

• Local delivery: orders must be placed by 3pm
• Outside of local area or for an office address: orders must be placed by 12midday

REFUND & EXCHANGE POLICY
Overview

We are committed to providing our customers with the freshest flowers and the best possible service. If you are not completely satisfied with your purchase, our refund and exchange policy is designed to be fair, transparent, and in accordance with Google Merchant Centre return policy guidelines.

Eligibility for Refunds

• Refunds are available for orders where flowers arrive damaged, wilted, or significantly different from the description or images provided on our website.
• If your order is not delivered on the specified date or to the correct address, you may also be eligible for a refund.
• Refund requests must be made within 2 days of delivery.
• Perishable products such as fresh flowers are not eligible for refund due to change of mind or incorrect address details provided by the customer after the flowers are delivered.

How to Request a Refund

1. Contact our customer service team via email or phone within 2 days of delivery.
2. Provide your order number, a description of the issue, and clear photographs of the flowers received (where applicable).
3. Our team will review your request and notify you of the outcome within 2 business days.

Refund Process

• If your refund is approved, the amount will be returned to your original payment method within 2 business days.
• If your order is eligible for a partial refund (e.g. if only part of the order was unsatisfactory), we will advise you of the amount to be refunded.
• In some cases, we may offer a replacement or store credit as an alternative to a refund, at your discretion.

Non-Refundable Items

• Orders with incorrect or incomplete delivery information provided by the customer.
• Orders where the recipient is unavailable to accept the delivery and the flowers are left unattended at the delivery location.
• Customised or special event orders (e.g. weddings, funerals) unless there is a fault with the product or service.

Exchange Policy

Camberwell Florist cannot exchange fresh flowers after purchase because they are a perishable product, especially for a change of mind. However, we may offer you a replacement or store credit if you quickly report a quality issue within two (2) days of purchase and follow our specific instructions.

• No “change of mind” exchanges: Camberwell Florist cannot offer exchanges if you decide you no longer want the flowers, since they are a perishable product.

• Report quality issues immediately: Please contact us within two (2) days, if you believe the flowers are of poor quality. Phone (03) 9813 1916 or email info@camberwellflorist.com

• Provide photos and keep the flowers: We request that you take photos of the flowers and keep them so that we can assess them. Please do not throw away the flowers until we review them, as we may need to return them to the supplier so that we can receive a refund from them.
• Follow care instructions: If you haven’t followed the care instructions (like trimming the flower stems before placing in vase water), we may not offer a refund or replacement.

Contact Us

If you have any questions about our refund policy, please contact our customer service team at info@camberwellflorist.com or call us on (03) 9813 1916 during business hours.

Compliance Statement

This refund and exchange policy complies with Google Merchant Centre’s return and refund requirements, ensuring clear communication of eligibility, process, and timeframes for refunds. For more information about your consumer rights, please refer to the Australian Consumer Law.