Refund policy
In plain English: Our flowers are fresh, perishable and often made to order, so we can't offer refunds simply for change of mind. But if something arrives damaged, wilted, or clearly not what you ordered, tell us within 24 hours with a photo and we'll make it right — repair, replace, or refund. Your rights under the Australian Consumer Law always apply.
Perishable & made-to-order goods
Fresh flowers are perishable and many of our arrangements are handcrafted to order. For this reason we are generally unable to offer refunds or exchanges for change of mind once an order has been prepared or dispatched.
Your Australian Consumer Law rights
Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they are not of acceptable quality.
If something is wrong with your order
If your flowers arrive damaged, faulty, or significantly different from what was ordered, please contact us within 24 hours of delivery or pickup with:
- Your order number
- A clear photo of the flowers as received
Because flowers are perishable, claims made after 24 hours may not be assessable. Once we've reviewed your photos, we'll offer a repair, replacement, or refund as appropriate.
Substitutions
Flowers are a natural, seasonal product. If a specific flower or colour is unavailable, we may substitute it with a bloom of equal or greater value in a similar style and palette. Substitutions of this kind are not grounds for a refund. Product photos on our website are a guide — each arrangement is handmade and may vary slightly.
Cancellations & changes
You can cancel or change an order free of charge if it has not yet been prepared or dispatched. Please contact us as early as possible. Once an arrangement has been made or is out for delivery, it cannot be cancelled or refunded.
Failed delivery due to incorrect details
If a delivery cannot be completed because of an incorrect address or an unavailable recipient (see our Shipping Policy), re-delivery may incur an additional fee, and refunds are not available in these cases.
How refunds are issued
Approved refunds are processed to your original payment method within 5–10 business days.
Contact: wonderbyaliceflower@gmail.com · WeChat: WonderbyAliceFlowers · via our Contact page