Refund policy

1. Returns

We want you to love @theflower.au's bouquets, but we understand that sometimes a return is necessary. Please read our policy carefully to ensure a smooth process.

1.1 Eligibility for Returns:

To be eligible for a return, your item must be unused, in the same condition as received, and in its original packaging. It must also be within the specified return period, typically 30 days from the date of purchase.

1.2 Non-Returnable Items:

Certain items, such as gift cards, are non-returnable.

2. Initiating a Return

To initiate a return, please contact our customer support at [your contact email/phone] to obtain a Return Authorization (RA) number. Clearly, label the package with this RA number.

3. Shipping Your Return

You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable.

4. Inspection and Approval

Upon receiving your return, we will inspect the item. Once approved, we will process your refund or exchange. Please allow [processing time] for this.

5. Refunds

Refunds will be processed to the original payment method. Please note that it may take some time for the refund to reflect on your account, depending on your payment provider.

6. Exchanges

If you need to exchange an item, please contact our customer support. We will guide you through the exchange process.

7. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately. We will work to resolve the issue promptly.

8. Refund for Gifted Items

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.