Flowers Vasette is committed to providing high-quality products and exceptional customer service. We handle returns and process refunds in accordance with Australian Consumer Protection legislation.
This policy applies to all purchases made through our retail stores and website. Please note the distinction between perishable and non-perishable items, and the impact of seasonality and market availability on our products.
General Conditions
Seasonality and Availability:
Flowers are a natural, perishable product, and their availability is subject to seasonality and market supply. As such, not all goods will be identical to images shown on www.flowersvasette.com.au or in promotional materials.
By purchasing from us, you acknowledge there may be material differences between product images and received goods.
Care Instructions:
Proper care is essential for the longevity of floral products. To ensure your flowers last as long as possible:
1. Cut stems on an angle and place them in fresh water immediately.
2. Change the water and re-cut stems every two days.
3. Keep flowers away from direct sunlight, warm areas, drafts, and air conditioning.
4. Phalaenopsis Orchid plants like a light, warm position, water thoroughly every 10-14 days, checking the soil/moss has dried out before watering.
Expected Lifespan:
Fresh-cut flowers typically last between 2 to 7 days, depending on the variety, conditions, and care. This expected lifespan is not a valid reason for a refund.
Perishable Items (Fresh Flowers and Plants)
Due to the perishable nature of these items, we cannot offer refunds or exchanges for:
- Change of mind.
- Variations due to seasonality, market availability, or natural differences in flower quality.
Refunds or Replacements:
If you believe your flowers were not delivered in optimal condition, please contact us within 24 hours of delivery or purchase at 03 9118 4300 or concierge@flowersvasette.com.au . If cut flowers and/or floral arrangements are collected from our retail collections, no refunds or replacements will be offered, as florals have been accepted in their condition.
To assist us in quality control:
Please retain the original flowers for assessment and provide photos of the flowers upon request.
Regrettably, we cannot offer replacements if the original flowers are disposed of before assessment. If a replacement is arranged, the original flowers must be returned to Flowers Vasette.
Non-Perishable Items (Giftware, Vases, Accessories)
Refunds or exchanges for non-perishable items are available within 14 days of purchase, provided:
The item is returned in its original, unused condition with packaging intact and proof of purchase (receipt) is provided.
Exclusions:
Sale items or items marked "final sale" are not eligible for refunds or exchanges.
Refunds for change of mind are not available, but exchanges may be offered, at the sole discretion of Flowers Vasette.
Custom Orders and Events
Custom floral arrangements, event installations, and bespoke services are non-refundable due to their personalised nature. If there are concerns about the quality or execution, please contact us, and we will strive to address them appropriately.
Refund Process
Refunds or exchanges will be processed in alignment with the following steps:
1. Contact Us: Notify us of your concern within the specified timeframe for your product type.
2. Provide Evidence: Present your proof of purchase and, if applicable, photos of the item(s).
3. Assessment: Our team will assess the issue and determine eligibility for a refund or exchange.
4. Resolution: Refunds will be processed to the original payment method within 7 business days of approval.
Further Assistance
If you have questions or concerns about your purchase, please reach out to us:
Phone: 03 9118 4300
Email: concierge@flowersvasette.com.au
Store Visit: Speak to our friendly team at Flowers Vasette.