Refund & Returns Policy
All refunds and returns are dealt with and decided on a case by case basis, but the following outline our policies and procedures to ensure a smooth process should a refund or return be deemed necessary.
If you're not completely satisfied, all you have to do is contact us. We promise that if your unhappiness is any fault of ours, we'll offer to put things right.
Mistakes During Ordering
Mistakes happen, we understand! So if you make an error during ordering, such as add an additional item by mistake or put in the incorrect delivery date, please get in contact as soon as possible and we'd be happy to make those changes for you up until the order is onboard with the delivery driver.
Sometimes we'll notice what appears to be a mistake, in which case, we'll attempt to make contact with you to clarify your order. If we are unable to make contact or don't hear back from you before the order is placed onboard with our delivery driver we will assume the order is correct and send it as ordered.
If you need to cancel your order, please contact us immediately. We will be able to offer a full refund as long as the following conditions are met:
We cannot cancel an order or issue a refund for items that have already been delivered.
If your order is already onboard with the courier you will be charged a cancellation fee equal to 50% of the order total so that we can recover delivery costs and cost of goods sold.
For orders totalling under $200.00 (AUD) you will not be charged a cancellation fee as long as the item is not already on board with the courier or has not already been delivered.
For orders totalling over $200.00 (AUD) you will not be charged a cancellation fee as long as you cancel the delivery by midnight(AEST) the night before the specified delivery date. If you cancel on the day of delivery, provided the order is not already on board with the courier or has not already been delivered, you will be charged 50% of the total amount of the order. The remaining 50% of order total will be returned to your account.
Whilst we make every effort to do our very best to ensure your chosen colour and flowers are sent out, from time to time due to seasonal variety and availability we are unable to match the request. Because we receive flowers fresh daily and create our arrangements on the day of delivery we sometimes only find out on the morning of delivery that our suppliers haven't been able to fulfil our requested order.
In these cases, when we need to make substantial substitutions, we endeavour to make contact with you to ensure that a replacement of flower type or colour is acceptable and we will happily refund the order in full if it is not, or arrange for an alternative flower arrangement to be delivered, provided you are able to get back to us before your order is placed onboard with our drivers for delivery. If we don't hear back from you before the delivery is onboard, we will assume you have accepted the changes as per our terms and conditions.
We have put in place methods and procedures to ensure that substitution rarely occurs and are always working to minimise this as we know the importance of sending the product as chosen.
Due to the organic nature of most of our products (including flowers, flower arrangements and plants), time is of the essence in establishing what may have gone wrong. It is therefore essential that you contact us within 24 hours of delivery if you have any cause for concern with regards to the quality or condition of the flowers received. This allows us to diagnose the potential issue and assess an offer of replacement.
After contacting us with your concerns, you will be asked to provide a photo of the flowers so that we can assess what might have gone wrong.
If the flowers sent out are deemed to have been the incorrect item or of poor quality, we will offer a replacement to be sent out. On a case by case basis we will assess if a replacement is not suitable and may offer a full or partial refund instead. In such cases, Hills Botanic will bear the cost of re-delivery.
If the flowers have not been correctly cared for upon arrival (cut stems, regularly topping up water and adding flower food if needed, stored in a cool place away from direct sunlight or air-conditioning) we will be unable to provide a refund. Normally if flowers haven't had enough water all heads of the same flower type (i.e. roses) will all droop around the same time, whereas if there are a couple of stems that droop but the rest seem ok, it's possible that they are part of a bad batch, in which case we'll happily send a replacement.
Unfortunately we are unable to accept returns or issue refunds if claiming poor quality if you have not attempted to make contact within 24 hours of delivery of your order.
We are unable to provide refunds for delivery if you have provided incorrect delivery details. If you provide incorrect details and a subsequent re-delivery is required, you may be charged an additional delivery fee equal to the amount of the new delivery suburb cost as shown on our deliveries page.
Change of mind
As long as the order hasn't already been delivered or isn't already onboard with the driver, we would be happy to try and accommodate a change of mind and refund/recharge the difference in amount if applicable. We are unable to accept change of mind requests once a delivery is onboard with our delivery driver.
Replacements & Returns
In the case of a replacement arrangement being issued, we may request for the original order to be returned, to assess what may have gone wrong. This will be picked up at the same time as the replacement delivery is delivered. Hills Botanic will bear the delivery cost for the replacement and for the item being returned.
In the case of a request for us to pick up and return the item for situations not outlined above, for example, in the case of an unwanted gift, the buyer will be responsible for paying an additional delivery fee equal to the amount of the delivery cost for the suburb the item is being picked up from.
In the case where it is determined that a refund will be issued, we may request to have the flowers returned to us for inspection. In such a case Flowers Across Melbourne will pay any pick-up and delivery fees associated with returning the item to us.
If Flowers Across Melbourne does not deem it necessary for the item to be returned, but you would like us to collect it, you will be charged a delivery fee equivalent to the amount charged for delivery to the suburb the item is being picked up from.
Refunds will be processed back into the account you placed the order with. For example, if you placed the order using credit card, we will refund it back to your credit card. Once a refund has been processed it take up to four working days for the refund to appear in your account.
If you have any concerns about your refund please don't hesitate to contact us.