Refund policy

Roses Everywhere is different from traditional neighbourhood retail florists.

We operate a "direct-to-consumer" business model. We accept orders over the Internet and by telephone at our head office. Flowers are designed by our professionally trained floral designers at our own production facilities, located in major cities across Australia (Sydney, Brisbane, Melbourne, Adelaide and Perth). This is how we ensure order accuracy, with our own florists making the designs. Because we buy directly from growers and make every arrangement in our own production facilities, our efficiency and low overheads keep our prices down.

Roses Everywhere wants your product to be delivered on time, in the best shape with no damages, always. However, if you are not satisfied there are policies in place to accommodate you. Fresh flowers and fresh food are perishable, so please tell us about a quality problem with them within 7 days of delivery, with a photo, so we can check it. For plants, vases, teddy bears, chocolates, wine and other gifts, please contact us as soon as you notice a problem.

The following are guidelines to accommodate you:

Dissatisfied with the Quality of the Flowers: Our flowers come fresh from the growers. If you received damaged flowers, please send a picture of the received arrangement to wecare@roseseverywhere.com.au with the order number in the subject line. We will review and, if necessary, resend a new product free of charge. If the damage is a major failure, you can choose a full refund instead. We may arrange to collect the flowers or other items from the delivery address, at our cost. This will not delay your resend or refund.

Our promise to resend, and your rights under the Australian Consumer Law, are set out under Request for a Refund below.

Product Received is Not the Product Ordered: Flower arrangements are unique and handmade, so no two are ever identical. Every effort is made to fulfil your order as closely as possible to the product photos and descriptions. The ability to do that is our uniqueness in the floral industry, and we are very proud of that. But in some cases, we may not have some items in stock due to production volume variation. Careful substitutions of equal or greater value will be made. We will always maintain the value and concept of the product you choose. In the case the product you selected is unavailable, we will contact you directly and wait for approval to substitute with a similar product of greater value. Please note, your order will be placed on hold until we have confirmation of your approval. The fresh flowers used should be similar in style, colour, and most importantly value.

If what arrived is not what you ordered, for example fewer flowers than the product states, please contact us with a photo. We may arrange to collect the flowers or other items from the delivery address, at our cost. This will not delay your resend or refund.

Incorrect Address: We are not responsible for any incorrect addresses' information. In the case where an incorrect delivery address is provided, we will charge an additional delivery fee of $14.95 for re-delivery. Due to the perishable nature of flowers, failure to provide the correct address information within 24 hours after our notification of the incorrect address will result in order cancellation or, if you wish to proceed with delivery, a charge equal to the product price for a replacement arrangement.

Note: Please verify the information you provide, as it allows us to better serve you.

Late delivery: If a same-day or next-day order arrives after the date you chose, we will refund the difference between the delivery charge you paid and the standard delivery charge for your order. If any order arrives after the date that applies (the later date shown at checkout, or the date you chose where none was shown), please contact us. We will put it right, including a full refund where the late delivery means the order no longer serves its purpose. We may arrange to collect the flowers or other items from the delivery address, at our cost. This will not delay your resend or refund. This does not affect your rights under the Australian Consumer Law.

Orders placed after cut off time will be delivered the next available delivery day.

Note: We are not responsible for late deliveries caused by acts of God (weather conditions, storms, cyclones, earthquakes and the like). In these cases the delivery will occur on the next possible delivery date. This does not affect your rights under the Australian Consumer Law.

Cancellation:

It may be possible to cancel your order, depending on the time of cancellation request. Cancellation fees may apply.

For cancellations requested within one (1) hour of placing the order, cancellation is at no charge.
For cancellations requested from one (1) hour after the order is placed, up to thirty-six (36) hours prior to the delivery date, a $25 cancellation fee will apply.
For cancellations requested with less than thirty-six (36) hours to the delivery date, a cancellation fee equal to the total cost of the product will apply.

Unfortunately, we are unable to process cancellations for any order that has already been prepared or is already out with the courier for delivery.

Orders for delivery on Valentine's Day (14 February) or Mother's Day, or in the three delivery days before either, or from 21 to 24 December, cannot be cancelled or refunded for a change of plans once the free one-hour cancellation period has passed, even with a cancellation fee. This does not affect your rights under the Australian Consumer Law if your order is faulty, late or not delivered.

Substitutions:

Sometimes a flower, colour, container or gift item is unavailable. When that happens, we make careful substitutions of equal or greater value that keep the style, colour palette and occasion of the product you chose. These substitutions do not need your approval.

If the product you chose is unavailable altogether and we cannot make it in the same style, we will contact you before delivery and wait for your approval to substitute a similar product of greater value. Your order will be on hold until we hear from you, and you can choose another product or a full refund instead. If we cannot reach you in time for your delivery date, we will not send a substitute and will give you a full refund.

The following rules for substitution will apply:

Flowers: In arrangements of assorted flowers, the colours shown online will be used if at all possible, even if this means substituting other kinds of flowers of greater value.
For one-of-a-kind flower arrangements, such as all roses, we will make every attempt to match the flower type, but may substitute with another colour.
For one-of-a-kind plants, such as orchids, we will make every attempt to match the plant type, but may substitute with another colour.

Delivery Procedure:

Residential addresses:

Please advise the recipient to be present at the time of delivery. Please provide us with instructions on how to act if no one is available to receive your gift. If no person is present to accept the flowers at the location specified, we will leave your gift by the door or in another safe, sheltered place, unless your instructions say otherwise. We never leave alcohol unattended.

No credit will be issued for stolen goods once we have left your gift at the address. If your order did not arrive, please contact us and we will check the delivery record. If it was not delivered, we will redeliver it or refund you.

Business addresses:

If the recipient is not available during delivery and company is refusing to accept delivery, we will attempt delivery the next possible day.
Please note that a redelivery charge of $14.95 will apply.
If the flowers can no longer be delivered in good condition on a later day, a new arrangement is needed and we will charge the product price for it. We will confirm this with you before charging.

Request for a Refund:

We understand the importance of on-time delivery, fresh flowers and the happiness that they will bring. We know that each product we deliver is a special message from you to someone.

We stand by our products. If the delivered product is damaged, then Roses Everywhere will replace those flowers at our expense, or give you a full refund if the damage is a major failure and you prefer a refund. We may arrange to collect the flowers or other items from the delivery address, at our cost. This will not delay your resend or refund.

Your rights under the Australian Consumer Law

If any product ordered by you arrives late, or is damaged or is not of acceptable quality, you may have (1) legal rights and remedies in Australia under the Australian Consumer Law and other rights under other consumer laws applying in each Australian state and territory; and/or (2) to have the product replaced or to receive a refund of the price paid by you for the product.

If the defect in the product is a major failure within the meaning of the Australian Consumer Law, you are entitled to choose between a full refund or a replacement product. Any replacement product will be of the same type and value as the product purchased, subject to availability. If a replacement product is not available, we will give you a full refund.

If the defect in the product is a minor failure within the meaning of the Australian Consumer Law, we will fix it within a reasonable time by giving you a replacement product or a full refund, at our choice. If we do not, you can reject the product and choose a full refund or a replacement.

Refunds are made to the payment method you used to place the order.

Please choose carefully, as we will generally not provide a refund or exchange simply because you change your mind.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This promise is given by Bloomex Pty Ltd, Level 9, 550 Bourke Street, Melbourne VIC 3000, +61 1300 414 265, wecare@roseseverywhere.com.au. Making a claim costs you nothing: we pay for any replacement and its delivery. The benefits of this promise are in addition to your other rights and remedies under the Australian Consumer Law and other laws.

We welcome and appreciate your feedback, and we are continually working to improve.

Phone orders are taken by people. Floral Arrangements are made by people. Deliveries are done by people.

Unfortunately, people sometimes make mistakes. We are honest about our mistakes, and we want to ensure our customers are satisfied.

Order information change: All the changes and updates to the order should be done within 1 hour of placing the order.

Please double-check all the information in your order. $10 administration fee will apply for any changes and updates requested after this 1-hour period.

This website is operated by Bloomex Pty Ltd (ABN 27 147 609 443), with its business address at Level 9, 550 Bourke Street, Melbourne VIC 3000. All products and services purchased through this site are supplied by Bloomex Pty Ltd. By placing an order on this site, you are entering into a contract with Bloomex Pty Ltd.

For more information about your rights under the Australian Consumer Law, please see our Terms of Service and this Refund Policy.