Refund Policy

We have a no refund policy on all plants purchased from online store. If there is a quality concern with a plant that was ordered online and delivered, please contact our Customer Service team so we can assess the issue. We require a clear photograph of the plant in order to assess the quality properly. All issues relating to the quality of a plant received via delivery must be made within 48 hours of the plant being delivered.

We have a no refund policy on all flowers purchased from our retail and online store. We do not offer any refunds for issues relating to the size of our bouquets or for change of mind once flowers have been delivered or taken from our store. All issues relating to the quality of a flowers received via delivery must be made within 24 hours of the flowers being delivered.

The retail price of our flowers is calculated using a formula which considers the cost price of the flowers used. A service fee and GST is also included in the cost of your flowers. This covers the labour and other expenses related to making our products and services available as well as contributing to our business profits. 

Our prices are displayed on multiple pages throughout our website. Product prices and delivery fees are subject to change without notice and any new product and delivery prices will be updated on our website.

At times, the cost of flowers to our business increases without notice or warning. When this happens we will amend our daily purchasing methods and formulas to meet the market value. This means that the stem count in your bunch may vary but the value will always remain the same. This will not be advertised and will be changed at the discretion of our Management team. The size of our bunches will vary from day to day depending on the flowers used, but each bunch contains the same value of flowers required for the chosen size. The size of the bunch and the size, colours and quantities of individual flowers delivered will vary from our images on our website and social media. This is due to the fact that flowers are a natural product and we are limited to product availability at the markets. The images on the website are not changed daily and may contain product that is no longer available. 

We are not able to provide any refunds or re-deliveries regarding the size of the bunch of flowers received or purchased.

If you have any concerns or are not happy with the quality of some or all of the flowers within your bunch, we want to hear from you so that we can make it right. Please provide a clear photograph of the flowers that you are concerned about and we will assess the issue from there. It can be difficult to assess an issue with a delivery if the photograph supplied is not clear, does not show the entire bouquet or is taken from an angle that does not reflect the true nature of the arrangement. We require a clear photograph, of the front of the arrangement that shows the true nature of the arrangement in order to assess the quality properly. If we believe that your flowers do not meet our standards, we will send you a replacement bunch at our cost. This decision is at the discretion of the Poppy Rose management team. All issues relating to the quality of a flowers received via delivery must be made within 24 hours of the flowers being delivered.

The contents of our arrangements change from day to day. A limited number of each style is available each day. The arrangement purchased or delivered will vary from the example image provided on our website. This is due to the change of available product at the markets each day.

If flowers are ordered for delivery on any days the business is closed (weekends, public holidays etc), we will contact you to make alternate arrangements. If we do not hear from you, we will automatically deliver your order on our next delivery day. If another delivery day is not suitable, we are happy to cancel and refund your order.

Our order cut off time for same day delivery is 12pm Brisbane time (unless sold out earlier). If you have been holding a product in your shopping cart and the order is processed after 12pm, your order will automatically be delivered on our next business day. If another day is not suitable, we are happy to cancel and refund your order.

We are unable to provide any refunds for failed deliveries.

If there is a problem with your delivery and it is unsuccessful, we will work with you to arrange a redelivery. We offer one re-delivery per order only. If the re-delivery is unsuccessful, there will be further redelivery fees applicable for any further attempts. See our Re-Delivery Policy for more information.

We are unable to offer any refunds for orders being delivered outside of our delivery hours. The hours are between approximately 12:30pm and 6pm. While we aim to have all of our deliveries completed by 5pm daily, some times there are situations that are beyond our control that might delay our delivery schedule. In these rare cases we will do everything we can to deliver your order within these time frames. If we are unable to complete your delivery on the allocated day, our customer service team will be in touch to make alternate arrangements.

Due to the nature of the business we are not able to guarantee delivery at a certain time or before a specific time of any day. If you require your flowers before a certain time, please contact us at hi@poppyrose.com.au so that we can provide you with a quote for a third party courier to deliver your flowers. If you place an order to be delivered by a certain time and we are unable to meet these requests, we are unable to offer a refund on this order. Our customer service team will contact you to make alternate arrangements.

We are not able to offer a refund for any same day orders. If you need to change or cancel an order for same day delivery, we can hold the order or provide a credit to be used on our website. Any changes or cancellations must be made before your order leaves our store. Once your order has left our store, we are not be able to make any changes or cancellations.

These terms do not apply to any special orders, events or orders that require additional purchasing. For a copy of our Event Terms and Conditions, please contact us at hi@poppyrose.com.au.

If you need to change or cancel any future orders (excluding same day), we can offer a refund, store credit or hold the order until further notice.

Refunds, exchanges and store credits are available for non perishable purchases made in person at our retail store. The return must be made within 30 days of the purchase date. If you do not have a copy of your receipt, please contact our Customer Service team with the date, time and total amount of the purchase so we can find a record of the sale. If returning due to change of mind, the item must be unused and in its original condition with no marks or damage. If the item you have purchased was damaged or faulty at the time of purchase, please let us know as soon as possible so we can organise a replacement for you where possible. If a replacement is not possible, we can offer a store credit or refund once the damaged or faulty item has been returned to the store. We do not offer refunds, exchanges or store credits on any sale or discounted items. Unfortunately, we cannot accept returns on any sale items or gift cards.

Refunds and store credits are available for plant purchases made in person at our retail store. The return must be made within 3 days of the purchase date. If you do not have a copy of your receipt, please contact our Customer Service team with the date and total amount of the purchase so we can find a record of the sale.

If returning due to change of mind, the plant must be in the same condition it was at the time of purchase.

If the plant you have purchased was damaged or in poor condition at the time of purchase, please let us know as soon as possible so we can organise a replacement for you where possible. If a replacement is not possible, we will offer a store credit or refund once the item has been returned to the store.

All issues relating to the quality of a plant purchased in store must be made within 48 hours of the purchase date.

We do not offer refunds, exchanges or store credits on any sale or discounted items.

Your flowers will always last longer in the cooler months. We are unable to accept responsibility or provide compensation for any heat affected flowers. You should expect your flowers to last at least 2-3 days. If for any reason (excluding extreme spikes in temperature or other weather conditions) they last less than 3 days please let us know so that we can look into why.

We use many different types of flowers on a daily basis and each type is different from the other. The vase life for every stem will differ and you can expect some flowers in your arrangement to last longer than others. Our flower choices are heavily based around seasonal availability and quality. We source our flowers from our local growers markets and interstate wholesalers and farms. We do our best to source quality products, however flowers and plants are a natural product sometimes this is out of our control. 

While we do try and make sure that all of the flowers that leave our store are of a high standard of quality we are not able to avoid natural markings and discolouration of some petals/leaves. Some flowers may also retain their guard petals but this does not mean the flowers is damaged or of poor quality. Some products may also contain insects, markings from insects. Part of the product may have been affected or eaten by insects.

Any feedback relating to the above may not be included in our re-delivery policy and the outcome is at the discretion of the Customer Service and Management team.

In the case a refund is provided we will notify you it has been approved. You’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hi@poppyrose.com.au.

We reserve the right to modify this refund policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website.