Returns & Refunds Policy
RETURNS, REFUNDS & EXCHANGES PRE-DESIGNED PACKAGES ● Please review all details of your order carefully including quantities of items ordered, colours, design and the date requested to be delivered. Our returns policy for pre-designed packages is valid for 7 days from date of purchase, if 7 days have passed since your order has been purchased we cannot offer a refund or exchange. We do not refund or exchange for change of mind or errors made by you when placing your order, so please review you order carefully before sending. ● Once orders have been sent, payments made won't be refunded for change of mind, so please choose carefully. Call us to chat about the arrangements prior to placing an order if you are unsure. ● If there is an issue with your order once you have received it, please contact us immediately to discuss. All orders are carefully packaged for intrastate and interstate delivers, we do not take responsibility for the handling of the packages by third party handlers. ● To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We only replace items if they are defective or damaged by us. We reserve our right to decline a return, refund or exchange if we deem that the order has in any way been used, mis-handled or in anyway been altered or tampered with. ● Several types of goods are exempt from being returned: Custom designed items, flower crowns and corsages. CUSTOM ORDERS ● All full custom orders incur a $200 deposit to secure the order and the balance is due 60 days prior to the delivery date. ● If ordering a package that allows for customisation, the total amount of the order is required at check out. ● Please review all details of your order carefully including quantities of items ordered, colours, design and the date requested to be delivered. Once orders have been sent, payments made won't be refunded for change of mind, so please choose carefully. Call us to chat about the arrangements prior to placing an order if you are unsure. ● If there is an issue with your order once you have received it, please contact us immediately to discuss. All orders are carefully packaged for intrastate and interstate delivers, we do not take responsibility for the handling of the packages by third party handlers. ● To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We only replace items if they are defective or damaged by us. We reserve our right to decline a return, refund or exchange if we deem that the order has in any way been used, mis-handled or in anyway been altered or tampered with. ● Several types of goods are exempt from being returned: Custom designed items, flower crowns and corsages. CANCELLATIONS ● If you decide to cancel your order it must be in writing to SMfloraldesign@outlook.com no less than 60 days prior to the scheduled delivery date. ● If you cancel your order and provide more than 60 days notice prior to the scheduled delivery date, the payment made up to the date of notice in writing, is refundable. ● Orders cancelled less than 30 days notice prior to the scheduled delivery date, the buyer is liable for full payment of the order due to the flowers and stock have been ordered and received and the order created ready for shipping. ● A 20% (of total order amount) cancellation fee will be charged for any cancellations, for any reason. The cancellation fee will be deducted from amounts already paid to SM Floral Design and the balance refunded to the buyer. SALE ITEMS ● Only regular priced items may be refunded or exchanged, unfortunately sale items cannot be refunded or exchanged for any reason. EXCHANGES ● Please choose carefully, we do not exchange for pre-arranged packages, change of mind or custom orders. ● Only returns that have been inspected and approved in writing, can be exchanged for the same or similar product. RETURNS ● To return your product, please contract us at smfloraldesign@outlook.com for instructions and further information. ● To complete your return, we require a receipt or proof of purchase. ● Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. ● To return your product, please contract us at smfloraldesign@outlook.com for instructions and further information. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If the item is not returned in its original condition, the buyer is responsible for any loss in value. REFUNDS ● No partial refunds are available unless agreed to in writing from SM Floral Design. ● If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days. ● If you haven’t received a refund within 30 days of date of notice that a refund has been approved, please check your bank account. ● Contact your credit card company or bank, it may take some time before your refund is officially posted. ● There is often some processing time before a refund is posted. ● If you’ve done all of this and you still have not received your refund yet, please contact us at smfloraldesign@outlook.com. SHIPPING: ● Depending on where you live, the time it may take for your exchanged product to reach you, may vary. ● If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. ● We don’t guarantee or take responsibly for any third party carriers handling of or delivery of your returned shipped item. ● We ship our items via Australia Post or an alternative reliable courier service. ● If any item is returned after an attempted delivery, we can organise for re-shipping of your order. However, an applicable fee is payable by you to cover the cost of re-ship. ● If you would like to cancel the order that has been returned after an attempted delivery, a 20% of the total order amount cancellation fee will be charged.