Refund & Returns Policy
Cancellation of an Order
If you need to cancel your order, please contact us immediately.
We cannot cancel an order or issue a refund for items that is on board with the courier or have already been delivered.
You might be able to receive full refund if the Cancellations request received within 24 hours before the delivery date.
You will be charged $15 administration and cancellation fees for the cancellation received in less than 12 hours from the delivery date. Which will be deducted from your order total and remaining amount will be refunded back to your account.
We are also unable to offer a refund if incorrect delivery information is given to us. It’s the sender’s responsibility to make sure to provide us with detailed and accurate delivery address. There will be additional delivery charges for the incorrect address provided which is equal to the suburb charges of correct delivery address. (Shown on our delivery suburb page) If the Order is already been delivered then we won’t be able redeliver to the correct address.
All refunds for orders placed online will be credited back to the original credit card or paypal on which the order was purchased. For example, if you placed the order using credit card, we will refund it back to your credit card. If you placed the order via Paypal we will refund it back into your Paypal account. Once a refund has been processed it takes up to 3-4 working days for the refund to appear in your account.
Change of Mind
As long as the change of mind is notified before 24 hours of the delivery date, we would be happy to try and accommodate your request (subject to availability) 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 courier or flowers are already been made.
Due to seasonal availability with certain flowers, the arrangements pictured on this website may vary slightly in design or appearance to what is delivered. If a particular flower, product or container is unavailable, an item of similar quality and value will be substituted.
In these cases, we will contact 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 courier 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.
Three Day Return Policy
On average, the flowers should last between 3 to 7 days. Should your flowers perish within three (3) days of the delivery date and we are satisfied that all care instructions provided have been followed, Melbourne Fresh Flowers will be happy to resend new set of flowers. Melbourne Fresh Flowers reserves the right to request photos or images of the original flowers. Melbourne Fresh Flowers requires that any dissatisfaction with the freshness of the flowers be communicated to our Customer Service within 3 days of delivery.
Unfortunately we are unable to accept returns or issue refund if you have not attempted to make contact within 72 hours of delivery of your order for any quality issue.
Mistakes made at the time of Placing an Order
Please check your invoice if the order details are correct. (Please contact us if you haven’t received a copy of your Invoice/receipt) If any details are incorrect like quantity of product, spelling, delivery date etc then please contact us as soon as possible. We will be happy to make those changes for you until the order is not dispatched.
We usually try to contact by email or call to confirm the quantity of product if it’s more than one. If we are unable to contact you or not getting any reply from you before the order is dispatched then we will assume the order is correct.