Refund & Returns Policy

Effective Date: 30th August 2026

Our Commitment

At Flowers and the Word, we want every customer to receive fresh, beautiful flowers and excellent service.

If something isn’t right with your order, please contact us as soon as possible. We’ll always do our best to resolve any issues fairly and promptly.

1. Fresh Flowers

Flowers are natural, perishable products, and every arrangement is individually handcrafted.

Because flowers are seasonal and unique, slight variations in colour, bloom size and appearance are normal and should be expected.

Where a minor substitution is required, we may use a flower or product of equal or greater value while maintaining the advertised style, size and colour palette. If a substitution would materially change the arrangement or replace a defining flower or product, we will contact the customer for approval. If an acceptable substitution cannot be agreed upon, the customer may receive a refund for the unavailable item.

While we do not offer refunds for change of mind, if your items arrive damaged or defective, please contact us with a photo so we can provide a replacement or refund.

2. Change of Mind

Due to the perishable nature of fresh flowers, we cannot offer refunds or exchanges for change of mind once your flowers have been prepared or delivered.

If you need to change or cancel your order, please contact us as soon as possible. If preparation has not yet begun, we will do our best to accommodate your request.

3. Damaged or Incorrect Orders

If your order arrives damaged, significantly different from what was ordered, or you believe there has been an error, please contact us as soon as reasonably possible after delivery.

Nothing in this policy limits your rights or remedies under Australian Consumer Law.

To help us investigate the issue, we may ask you to provide:

• your order number;
• photographs of the flowers or product received;
• a brief description of the issue.

If a product fails to meet a consumer guarantee, the remedy available will depend on whether the failure is major or minor.

If the product has a major failure, you are entitled to choose a refund or replacement. You may also be entitled to compensation for any reasonably foreseeable loss or damage.

If the failure is minor, we will provide an appropriate remedy within a reasonable time. For perishable products such as fresh flowers, this may include a replacement, refund or another appropriate solution.

If we cannot remedy a minor failure within a reasonable time, you may be entitled to a refund or replacement under the Australian Consumer Law.

If there is an issue with your order, please contact us. To help us assess the issue promptly, we may request your order details, a description of the problem and photographs of the product. Nothing in this policy limits your rights under the Australian Consumer Law.

If a refund has been approved and processed, please allow up to 10 business days for the funds to appear in your account. Processing times vary depending on your bank or card provider and are outside of our control. If you haven’t received your refund after 10 business days, we recommend contacting your bank in the first instance.

4. Delivery Issues

If an incorrect delivery address is provided by the customer, additional delivery charges may apply if redelivery is required.

If the recipient is unavailable, we may contact the recipient or purchaser, leave the flowers in a safe and suitable location where it is reasonable to do so, or arrange redelivery where possible.

Before leaving an order, we will consider factors such as weather, direct sunlight, access by animals or the public, and any delivery instructions provided. Where reasonably practicable, we will notify the purchaser or recipient that the delivery has been completed and where the order was left.

Orders left in a safe and suitable location in accordance with the customer’s delivery instructions, or after reasonable attempts to complete delivery, will generally be considered delivered. Nothing in this policy excludes, restricts or modifies any rights or remedies available under Australian Consumer Law.

Additional delivery fees may apply if redelivery is required because incorrect or incomplete delivery information was supplied, the premises could not be safely accessed, or redelivery is requested by the customer.

5. Complimentary Faith Keepsakes

Complimentary faith keepsakes are provided as a gift and are not separately included in the purchase price of the floral arrangement. They are therefore not eligible for a separate change-of-mind refund or exchange.

6. Balloons

We quality-check all balloons before delivery. Under Australian Consumer Law, if an item has a manufacturing defect or arrives damaged, contact us with a photo for a refund or replacement. We do not offer refunds for change of mind. Deliberate outdoor release of balloons is illegal in Queensland. Please pop and dispose of all balloons, cups, and sticks responsibly in your household bin. ⚠️ Warning: CHOKING HAZARD – Children under 8 years can choke or suffocate on uninflated or broken balloons. Adult supervision required. Keep uninflated balloons from children. Discard broken balloons at once.

7. Australian Consumer Law

Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law.

If our products or services fail to meet a consumer guarantee that cannot be excluded by law, you are entitled to the remedies available under Australian Consumer Law.

7. Contact Us

If you experience any problems with your order, please contact us as soon as possible.

Flowers and the Word

✉ admin@flowersandtheword.com.au

🌐 flowersandtheword.com.au

We’re always happy to help and will do our best to resolve any concerns promptly and fairly.