Returns & Refunds Policy

At Chatsworth Flowers, we take pride in providing fresh, beautiful flowers and quality floral arrangements. We want every customer and recipient to be happy with their purchase.

As flowers are natural, perishable products, we have specific guidelines for freshness concerns, order changes and refunds.

Our 48-Hour Freshness Guarantee

We offer a 48-hour freshness guarantee on our fresh flower arrangements.

If you have concerns about the freshness or condition of your flowers within 48 hours of delivery or collection, please contact us as soon as possible.

To help our team assess your concern, please provide:

• Your order number or proof of purchase

• A brief description of the issue

• Clear photographs showing the condition of the flowers

Our team will review the circumstances and, where appropriate, offer a suitable resolution, which may include a replacement, refund or other remedy.

Our 48-hour freshness guarantee is provided in addition to your rights under Australian Consumer Law. It does not limit your right to seek a remedy after 48 hours where you are legally entitled to one.

Change-of-Mind Returns

Due to the perishable and often made-to-order nature of fresh flowers, we generally do not accept returns or provide refunds for change-of-mind purchases.

This includes situations where a customer no longer requires the flowers or changes their preference after an order has been prepared.

For non-perishable gifts and accessories, please contact our team to discuss whether a discretionary change-of-mind return is available.

This policy does not affect your rights under Australian Consumer Law.

Damaged, Incorrect or Unsatisfactory Orders

If your flowers or other products arrive damaged, incorrect or not as described, please contact us promptly.

We may request photographs and order information to help us understand the issue.

Depending on the circumstances and your rights under Australian Consumer Law, an appropriate resolution may include:

• A replacement product or arrangement

• A partial or full refund

• Another suitable remedy

Where a product has a major failure under Australian Consumer Law, you may be entitled to choose between a refund and replacement.

Flower Availability & Substitutions

Fresh flowers are seasonal, and the availability of particular varieties may change.

Where necessary, our florists may substitute flowers or foliage with suitable alternatives of equal or greater value while aiming to maintain the overall style and colour palette of the arrangement.

If you have specific flower preferences, please include them when placing your order.

Substitutions do not affect your rights if the arrangement fails to meet applicable consumer guarantees, including requirements to match its description.

Order Changes & Cancellations

If you need to change or cancel your order, please contact Chatsworth Flowers as soon as possible.

We will do our best to assist before your flowers have been prepared or dispatched.

Because floral arrangements are often prepared specifically for each order, cancellation requests will be assessed according to the preparation status, any costs already incurred and the circumstances of the cancellation.

Any refund or cancellation entitlement required under Australian Consumer Law will be honoured.

Refund Processing

Once a refund has been approved or is otherwise required, we will arrange for it to be processed.

Refunds are generally issued to the original payment method, unless another method is agreed upon where permitted by law.

The time taken for the funds to appear in your account will depend on your bank or payment provider.

If you have received a refund confirmation but the funds have not appeared, please contact your payment provider or our team for assistance.

Sale Items & Gifts

Products purchased on sale are covered by the same consumer guarantees as full-priced products.

Gift recipients also have rights under Australian Consumer Law.

Please contact our team if you have concerns about a gifted arrangement or product. We may request the original order details to help locate the purchase.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law.

If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy, depending on the nature of the problem.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under Australian Consumer Law.

Contact Chatsworth Flowers

For questions about returns, refunds, flower freshness or order concerns, please contact:

Chatsworth Flowers

Email: hello@chatsworthflowers.com.au

Phone: (08) 9227 8080

Address: 475 Beaufort Street, Highgate WA 6003

Please include your order number and relevant photographs where possible so our team can assist you efficiently.