Returns, Refunds & Order Changes

At Rosella Florist Canberra, we take pride in the quality of our flowers and gifts. If you have a concern about your order, please contact us promptly so we can help.

Checking your order on delivery

Where possible, please inspect your flowers and gifts when they arrive. If you notice damage, poor condition or an incorrect item, please notify the driver and refuse delivery of the affected items. Contact us promptly with your order number and details of the issue.

Accepting delivery does not prevent you from raising a concern afterwards.

Concerns after delivery

Fresh flowers are perishable. Please report any concerns as soon as possible, preferably within 24 hours of delivery, and provide:

• Your order number or proof of purchase.

• A description of the issue.

• Clear photos of the flowers, gifts and packaging, where possible.

Please keep the affected items available for assessment and collection, where reasonably practicable. You do not need to retain an item that is unsafe to keep.

Reporting concerns promptly helps us assess their cause and find an appropriate solution. Concerns reported after 24 hours will be assessed based on the available evidence, the nature of the issue and the expected lifespan of the flowers.

Our request to report concerns within 24 hours does not limit your rights under the Australian Consumer Law.

Returns and refunds

If, after assessing your concern, we agree to accept the relevant bouquet and gifts for a full refund, we will arrange collection at no cost to you. Where the entire order is being refunded, please make all items included in that refund available for collection, where reasonably practicable.

Alternatively, we may agree with you on a replacement, partial refund or another suitable resolution. Any agreed partial refund will reflect the nature and extent of the issue.

If an item has a major problem under the Australian Consumer Law, you may choose a full refund or replacement. Minor problems will be addressed with an appropriate remedy in accordance with the law. You do not have to accept a partial refund where you are legally entitled to another remedy.

Refunds will be issued to the original payment method unless otherwise agreed. Your financial institution may take additional time to process the refund.

Damage and flower care

Damage present on delivery, or caused by our delivery service, will be assessed as an issue with the order.

Damage occurring after delivery through mishandling, alteration or inadequate care, unrelated to an original fault, may affect eligibility for a discretionary refund. Any partial refund offered in these circumstances will be assessed individually and agreed with you.

Fresh flowers naturally change as they open and age. Their lifespan varies according to the flower variety, temperature, environment and care. Please follow the care instructions supplied and keep flowers in suitable conditions.

Order cancellations

If you wish to cancel your order, please contact us as soon as possible.

If preparation has not started and no special flowers or materials have been ordered specifically for your order, we may agree to cancel the order and provide a full refund.

If we have already ordered special flowers or materials specifically for your order, or have started conditioning or preparing the flowers, we may deduct reasonable, unrecoverable costs incurred for your order from any payment received and refund the remaining balance. These costs may include specially sourced flowers, materials and preparation labour.

We will explain any proposed deductions before finalising the cancellation. Deductions will reflect our actual loss, taking into account any costs we can reasonably recover through reuse, resale or cancellation of supplier orders.

Once a bouquet or arrangement has been completed or dispatched, a change-of-mind cancellation and refund is not guaranteed. Please contact us to discuss the circumstances and any available options.

Changes to completed bouquets

Please confirm your preferences and any specific requirements before we begin preparing your order.

Once a bouquet or arrangement has been completed, requests to change an agreed design are subject to availability and may incur additional charges for:

• Additional preparation or redesign labour.

• Additional flowers and materials.

• Flowers or materials that cannot reasonably be reused as a result of the requested changes.

We will explain the proposed changes and additional charges and obtain your agreement before proceeding.

We do not offer unlimited complimentary revisions to completed bouquets or arrangements.

Additional charges apply to customer-requested changes to an agreed design. They do not apply to work required to correct an error on our part or provide a remedy required under the Australian Consumer Law.

Change of mind and personal preferences

We do not generally offer refunds solely for a change of mind or personal preference where the order matches the agreed description and is of acceptable quality.

Flowers are natural products, and individual blooms may vary in shade, shape and size. These natural variations do not, by themselves, mean an arrangement is faulty. Your order must still meet the agreed description and any specific requirements we have accepted.

Your consumer rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Our cancellation fees, change-of-mind conditions and reporting requests do not limit remedies available under that law.

Contact us

For returns, refunds, cancellations or order changes, please email hello@rosellaflorist.com.au and include your order number.

Rosella Florist Canberra