Refund policy

 

SERVICE & QUALITY GUARANTEE

  We pride ourselves in our quality of service and offerings and we are determined to create a positive experience and will do what we can to rectify any problems.

If for any reason you find yourself unsatisfied with our service or quality of our creations please reach out to us on (03) 9587 8595, or via email at orders@mordiallocflorist.com.au so we can fix it.

Our Quality and Service Guarantee is a Promise to work to resolve all issues with our products and services provided to you.  Resolving the issues may include any one of the following: re-delivery of the existing flowers, replacement of the existing flowers or gift/s, a store credit or discount, a refund, or a combination of the above depending upon the circumstances of the concern.

 We honour our commitments and our reviews are evidence to the fact that we are committed to our service and quality to create a positive experience for you and the receiver.  We do however offer this Guarantee in good faith and any attempt to intentionally create a problem or intentionally mislead will void the offer.

 For information on our delivery guarantees please visit our Delivery & Collection FAQ & Policy page.


REFUND POLICY OVERVIEW

The full policy details below refer to the quality of our flowers, gifts and other items supplied by us.

 If your flowers should perish within 5 days and you have followed the care instructions and you are able to return the product or provide photos, we would be happy to re-send new flowers. If required, we can provide you with a store credit and in some circumstance a full refund, both excluding delivery fees.  Care instructions must be followed to increase the longevity of our floral products (Eg maintaining water levels and not placing them in direct sunlight or under heating or air-conditioning vents. If you need advice on caring for your flowers, please call us during business hours.

 Note that we only use the freshest, highest quality flowers and we do make every effort to create products as displayed on our website however, due to seasonality our florists will be trusted to select alternative exquisite flowers if your choice is not available. To ensure fresh and quality product, some stems, including Lilies, may be closed when received. Additionally, due to high demand, some colours and varieties of flowers may need to be substituted to meet delivery times. If we are required to make any adjustments to your order as per above we will maintain the overall value and look and style, and our refund and returns policies continue to apply.

For non-perishable products (eg, gifts other than food, flowers, plants, health and beauty goods), our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


To start a replacement, return or refund, you can contact us via phone on (03) 9587 8595 or at orders@mordiallocflorist.com.au. If your claim is accepted, we’ll discuss the process with you via phone or email. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@mordiallocflorist.com.au.

Damages and issues
Please inspect your flowers and gifts upon receipt and contact us immediately if something is not quite right, defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right as quickly as possible.

Exceptions / non-returnable items
Certain types of items that we also offer cannot be returned, like other perishable goods (such as food or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Replacements or Exchanges
The fastest way to ensure you get what you want is to contact us as soon as you note that something is not quite right.  We may request photos or a return of the item you have so we can trace the source of the issue.  Once the replacement or return is accepted, we will contact you to discuss your options via phone or email.

Refunds
In the event that a refund is accepted you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Fair Play & Misleading Behaviour
We are determined to create a positive experience for all our customers and we offer our assurances, guarantees and services in good faith. In should be noted that a ‘fair play’ policy applies and any misleading behaviour or actions designed to intentionally gain advantage from our guarantees will void all refunds and returns not governed by law. 

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