Refund Policy

Return and Refund Policy

At The Flower Room we want you to be delighted with your flowers. Because fresh flowers and plants are perishable, our returns process is a little different to other products — but nothing in this policy limits your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes, restricts or modifies those rights.

Flowers that arrive damaged, faulty, or not as described

If your order arrives damaged, wilted on arrival, or is materially not what you ordered, please contact us as soon as possible — ideally within 24–48 hours of delivery or pickup, while the issue can still be assessed — and include a clear photo of the flowers and any packaging. Email info@theflowerroom.com.au or call 02 9550 3100.

Because flowers are perishable, prompt notice with a photo helps us put things right quickly. We will work with you to resolve the issue, which may include a free re-send, a replacement, or a refund, consistent with your Australian Consumer Law rights.

REVIEWER NOTE (ACL): The 24–48h-with-photo step is a reasonable evidentiary process for perishables, not a time-bar on the customer’s statutory rights. It must read as “how to report” rather than “report within 48h or you lose your rights.” The standalone “nothing in this policy limits your ACL rights” line above is the safeguard — confirm wording is sufficient and that no clause purports to cap or exclude remedies.

If we deliver to the wrong address or send the wrong item

If we make a delivery or fulfilment error, we will correct it at no cost to you (including re-delivery). See our Delivery Policy for what happens when an incorrect delivery address is supplied by the customer.

Substitutions

Flowers are seasonal and subject to availability. From time to time we may substitute flowers, foliage, or a container with an item of equal or greater value and a similar style. A substitution made in line with our Terms of Service is not, on its own, a fault or a basis for return. If you believe a substitution materially changed what you ordered, contact us and we will assess it.

Cancelling or changing an order

To cancel or change an order before it has been delivered or prepared, please call us on 02 9550 3100 at least 24 hours before the requested delivery or pickup date. We cannot guarantee changes to orders already prepared or dispatched. Once flowers have been arranged or dispatched they cannot be cancelled, but your Australian Consumer Law rights for faulty or not-as-described goods still apply.

Pickup orders

For in-store pickup at 282 King Street, Newtown, please inspect your flowers at collection and raise any concerns with our team at that time so we can resolve them on the spot.

Refunds

Approved refunds are made to your original payment method via Shopify Payments. Refunds may take several business days to appear depending on your bank or card provider.

Gift cards

Gift cards are not refundable or redeemable for cash except where required by law. See our Terms of Service for gift card terms.

Contact

The Flower Room · 282 King Street, Newtown NSW 2042 · 02 9550 3100 · info@theflowerroom.com.au