Refunds, Returns and Cancellations
Fresh flowers are perishable and made to order, so they work a little differently from other purchases. Here is where you stand, plainly.
Your rights come first
Nothing on this page limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded.
You are entitled to a replacement or a 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 they are not of acceptable quality and the failure does not amount to a major failure.
Those rights apply on top of everything written below, and we cannot sign them away.
Fresh flowers
Every arrangement is made by hand in our Sylvania shop, usually on the morning it goes out. Because fresh flowers are perishable and made to order, we do not offer refunds or returns on them. Refunds apply to our non-perishable goods, which are covered in the next section.
That said, if the flowers are not as expected when they arrive, we want to hear about it. Get in touch and we will look at it case by case. Beyond the Australian Consumer Law rights set out above, which always apply, any replacement or goodwill gesture is at our discretion.
It helps us sort things out quickly if you:
- contact us within 24 hours of delivery or collection
- send us a photo of the arrangement where you can
- keep the flowers in water until we have had a chance to look into it
Flowers are a natural product, so some variation in bloom size, stem length and shade is normal and is not a fault. Where a particular flower is not available on the day, we substitute one of equal or greater value in a similar style and colour.
Vases, candles and other non-perishable items
We accept returns and exchanges on non-perishable products such as vases, candles, homewares and gifts, as long as the item is:
- in its original condition and original packaging
- unused and undamaged
- returned within a reasonable timeframe
The cost of returning the item to the shop is yours unless it was faulty, damaged in transit, or not what you ordered. Once the item is back with us and we have checked it, we will arrange the refund or the exchange.
Changing or cancelling an order
Arrangements are made by hand on the morning of delivery, so cancellations need to reach us the day before your delivery date.
- Up to the day before your delivery date: we can change or cancel the order and refund you in full.
- On the delivery date itself: your order is already being made, so it can no longer be cancelled or refunded.
The quickest way to change or cancel is to ring the shop on (02) 9544 9880 during opening hours. Email can take longer to reach us and might not get there in time.
Questions?
Bitolia Flower Boutique
256A Princes Highway, Sylvania NSW 2224
Phone: (02) 9544 9880
Email: [email protected]
Please have your order number handy, or reach us through the Contact page.
See also our Delivery Information, Terms and Conditions and Privacy Policy.