1. Introduction
1.1. Uniting Flowers is an online marketplace for the selling of flowers, plants and gift hampers (collectively, goods) to buyers. Each seller is an independent florist operating their own business and each seller has their own policies with respect to refunds and returns. Each Seller will display their refund and return policies on their store profile.
1.2. Each seller will deal with refunds and returns on a case by case basis in accordance with their own policies with respect to refunds and returns and the Australian Consumer Law.
2. Cancelling or changing an order
2.1. If you make an error during the order process (eg adding an additional item or listing the incorrect delivery date) or you wish to cancel your order, you must contact Uniting Flowers immediately.
2.2. Uniting Flowers cannot change or cancel your order for goods once the seller has accepted and prepared the order for delivery and no refund will be given.
2.3. If Uniting Flowers agrees to cancel your order, we will receive a full refund less a cancellation fee equal to 10% of the total cost of the order.
2.4. If Uniting Flowers identify an error in your order, we will contact you to clarify your order. If Uniting Flowers is unable to contact you for whatever reason, we will assume the order is correct and the seller will send the goods to you.
3. Substitution policy
3.1. The sellers work hard to ensure they complete your order exactly as requested, but all orders are subject to availability.
3.2. Each seller will have a substitution policy as the availability of particular of goods (including variety, color or flower arrangement) which may differ between the date of order and the date the order is fulfilled by the seller due to seasonal and external factors. In such cases, the seller may substitute another good of equal or greater value to assure your goods arrive on time.
4. Damage during or after delivery
4.1. Due to the perishable nature of the goods, if the goods are damaged, sub-standard or stale, you must immediately contact Uniting Flowers. In such a case, the seller may arrange for a refund or replacement to be delivered to you in accordance with the seller’s return and refund policy. Uniting Flowers require you to provide an original proof of purchase and photographic evidence that the goods are damaged or of inferior quality.
4.2. If you do not contact Uniting Flowers within 7 hours of receiving the goods, you will not be entitled to a refund or replacement.
4.3. If the seller, at its absolute discretion, determines that it will replace the goods, Uniting Flowers will arrange for replacement goods to be delivered to you within 24 hours at the seller’s cost. The seller may request for the original order to be returned, to assess what may have gone wrong. This may be picked up at the same time as the replacement goods are delivered.
4.4. Each seller will pack the goods for delivery using suitable materials. However, this does not rule out the possibility of damage or loss as a result of transporting the goods. Although every effort is taken by our couriers to handle the goods with care, Uniting Flowers are not liable for lost, stolen or damaged goods during delivery.
4.5. Following delivery of the goods, you must immediately check whether the goods are for damaged. If goods are damaged in transit, you must immediately notify Uniting Flowers to arrange for a refund or replacement in accordance the seller’s return and refund policy.
5. Wrong order
5.1. If you receive the wrong order from the seller, the seller will, at its own cost, replace the goods. The seller may ask for the incorrect goods to be returned. This may be picked up at the same time as the replacement goods are delivered.
5.2. Due to the perishable nature of the goods, if you do not contact Uniting Flowers within 7 hours of receiving the incorrect goods, you will not be entitled to a replacement.
6. Delivery charges
Uniting Flowers are unable to provide refunds for delivery if you have provided incorrect delivery details. If you provide incorrect details and a subsequent re-delivery is required, you may be charged an additional delivery fee equal to the amount of the new delivery.
7. Refund Processing
Refunds will be processed back into the account you placed the order with. Once a refund has been processed it takes up to 3-5 days business days for the refund to appear in your account.
8. Consumer Guarantees
8.1. As a consumer you are entitled to the benefit of consumer guarantees in respect of goods purchased from a seller that cannot be excluded under the Australian Consumer Law. In accordance with Australian Consumer Law, if the goods have a major failure, you may reject the good and seek a refund or exchange, or you may keep the goods and seek compensation for any drop in the value of the goods.
8.2. If you have simply changed you mind or if the goods have not been correctly cared for upon delivery (eg stems cut, stems placed in fresh water, stored in a cool place away etc) Uniting Flowers and/or the seller is under no obligation to provide you with a replacement or refund and the Australian Consumer Law does not apply. The seller may require an original proof of purchase before providing a remedy under the Australian Consumer Law.
9. Contact us
If you have any questions regarding this policy, please contact us directly by:
(a) email at contact@unitingflowers.com.au; or
(b) calling us on 1300 359 908.