Refund policy

Return & Refund Policy

Where the Roses Grow Floristry Studio

We take great care in creating each order and want you (or your recipient) to be delighted with your purchase. Due to the nature of our products, the following policy applies.

Fresh Flowers

Fresh flowers are perishable goods and, as such, we do not offer refunds or exchanges for change of mind.

If there is a quality issue with your fresh flowers, please contact us within 24 hours of delivery or collection, providing clear photographs of the issue. Each concern will be assessed on a case-by-case basis.

Where a quality issue is confirmed, we may offer:

  • A replacement arrangement (where possible), or

  • A partial or full refund, at our discretion

Flowers that have not been cared for according to standard floral care instructions are not eligible for a refund.

Dried Flowers

Dried florals are fragile and delicate in nature. We do not offer refunds or exchanges for change of mind.

If your dried florals arrive damaged, please contact us within 48 hours of delivery with photographs so we can assess the issue and arrange an appropriate resolution.

Candles & Home Fragrance

Refunds or exchanges for candles and home fragrance items are not offered for change of mind.

If your item arrives damaged or faulty, please notify us within 7 days of delivery, including photographs of the damage or fault. If approved, we will arrange a replacement or refund.

Candles must be unused and in original packaging to be eligible for a return.

Gift Vouchers

Gift vouchers are non-refundable and cannot be exchanged for cash.

Events, Weddings & Custom Orders

Due to the bespoke nature of event, wedding, and custom floral work:

  • Deposits are non-refundable

  • Cancellations made within agreed timeframes may be eligible for partial refunds, as outlined in your individual agreement or proposal

Please refer to your signed proposal or contract for full terms relating to event work.

Incorrect Orders & Delivery Issues

If you believe your order is incorrect or incomplete, please contact us within 24 hours of delivery or collection, with photographs where applicable.

We are not responsible for issues caused by:

  • Incorrect delivery details supplied by the customer

  • Failed deliveries due to recipient unavailability

  • Flowers left with Authority to Leave instructions

Australian Consumer Law

Nothing in this policy excludes or limits your rights under Australian Consumer Law. You are entitled to a refund, repair, or replacement for goods that are faulty, not as described, or do not meet acceptable quality standards.

How to Contact Us

To raise a concern or request a review under this policy, please contact:
Email: hello@wheretherosesgrow.com.au

Please include your order number and clear photographs where relevant to assist us in resolving your enquiry promptly.