Refund & Return Policy
At Sun’s Florist, we are committed to delivering fresh, high-quality flowers and gifts with exceptional customer service. As an online florist based in Kogarah, Sydney, we specialise in handcrafted flower arrangements, same-day flower delivery, plants, gift hampers, chocolates, balloons, teddy bears, candles, vases, and other gift items.
Because flowers are natural, handcrafted, and perishable products, every arrangement is unique. While we always aim to replicate the product shown on our website, slight variations in flower varieties, colours, bloom stages, and presentation may occur due to seasonal availability. This Refund & Return Policy explains when refunds, replacements, store credits, or other remedies may be available and outlines your rights under the Australian Consumer Law (ACL).
Australian Consumer Law
Nothing in this policy limits your rights under the Competition and Consumer Act 2010 or the Australian Consumer Law. If a product fails to meet the consumer guarantees provided by law, you may be entitled to a repair, replacement, or refund depending on the circumstances.
Our Fresh Flower Guarantee
Every bouquet is handcrafted using fresh flowers sourced from trusted suppliers. We are committed to delivering premium-quality floral arrangements that are professionally designed, beautifully presented, and carefully packaged. As flowers are natural products, minor variations in colour, size, bloom stage, and seasonal availability are normal and should not be considered defects.
If a particular flower, foliage, container, or decorative element is unavailable, we may substitute it with a product of equal or greater value while maintaining the overall style, colour palette, and quality of the arrangement.
Refund Eligibility
If an issue occurs due to an error by Sun’s Florist, we will review your claim fairly and may offer a full refund, partial refund, replacement bouquet, or store credit.
Refunds or replacements may be considered where:
- The wrong product was delivered.
- Flowers arrive significantly damaged.
- Flowers are of poor quality upon delivery.
- Items such as chocolates, balloons, or gift hampers are missing.
- An incorrect order is delivered.
- The personalised gift message contains an error caused by us.
- Delivery is significantly delayed due to our error and the purpose of the order has been materially affected.
To assist with our assessment, customers should contact us within 24 hours of delivery and provide their order number, photographs of the flowers (where applicable), and a description of the issue.
Non-Refundable Situations
Refunds are generally not available in the following circumstances:
- Change of mind after the order has entered preparation.
- Incorrect delivery details provided by the customer.
- Recipient unavailable at the delivery address.
- Delivery accepted by a family member, receptionist, concierge, neighbour, hospital staff, or other authorised person.
- Safe place delivery requested by the customer.
- Customer refuses delivery.
- Natural variations in flower colour, size, bloom stage, or fragrance.
- Seasonal substitutions made with flowers of equal or greater value.
- Perishable flowers after successful delivery.
- Opened food products or hampers.
- Gift cards.
- Failure to follow flower care instructions.
- Damage occurring after delivery.
- Delays caused by severe weather, road closures, traffic, natural disasters, or other events beyond our reasonable control.
If the recipient is unavailable and we cannot contact them, our delivery driver may leave the flowers in a safe location, such as the front door, porch, or another secure place, where appropriate. Once safely delivered, responsibility for the order transfers to the recipient.
Order Cancellations
Customers may request to cancel an order before preparation begins. If flowers have not yet been purchased or arranged, a full refund or store credit may be available.
Once preparation has commenced, refunds may be reduced or unavailable because flowers are purchased and handcrafted specifically for your order.
Orders generally cannot be cancelled once they have been dispatched for delivery.
Same-day flower delivery orders are prepared immediately and therefore can only be cancelled if we receive the request before preparation begins.
Future delivery orders may usually be cancelled if sufficient notice is provided, while wedding, funeral, event, and corporate orders may be subject to separate cancellation terms due to advance purchasing and preparation.
Order Changes
Customers may request changes to an order before preparation begins.
Where possible, we will accommodate requests to change:
- Delivery address.
- Delivery date.
- Recipient details.
- Card message.
- Bouquet size.
- Gift add-ons.
Once preparation or dispatch has commenced, changes may no longer be possible or additional delivery charges may apply.
Delivery Information
We deliver to residential addresses, apartments, businesses, hospitals, aged care facilities, schools, hotels, funeral venues, and other approved locations throughout our delivery area.
Customers are responsible for providing accurate delivery information. Incorrect or incomplete addresses may result in delays or additional delivery charges.
For apartment buildings or secure premises, successful delivery may depend on access being available. Hospital, school, hotel, and aged care deliveries are subject to each facility’s delivery procedures and visitor policies.
While we always aim to deliver within the requested timeframe, delivery times cannot be guaranteed due to weather, traffic, peak trading periods, or other unforeseen circumstances.
Returns
Due to hygiene and perishability, fresh flowers generally cannot be physically returned once delivered.
If you believe there is a quality issue, please contact our customer support team within 24 hours and provide:
- Your order number.
- Clear photographs of the flowers.
- A description of the issue.
- The time the issue was first noticed.
This information helps us investigate your claim promptly and determine an appropriate resolution.
Refund Process
If you believe you are entitled to a refund or replacement:
- Contact our customer support team as soon as possible.
- Provide your order number and details of the issue.
- Submit photographs if requested.
- We will review your claim promptly.
- If approved, we will provide a suitable resolution, which may include a replacement, store credit, partial refund, or full refund.
Approved refunds are generally processed back to the original payment method within 5–10 business days, although processing times may vary depending on your financial institution.
Events Beyond Our Control
Sun’s Florist is not responsible for delays or failures caused by events outside our reasonable control, including severe weather, floods, bushfires, road closures, accidents, industrial action, supplier shortages, government restrictions, or other emergencies. Where possible, we will keep customers informed and arrange delivery at the earliest practical opportunity.
Contact Us
If you have any questions about this Refund & Return Policy or wish to report an issue with your order, please contact us.
Sun’s Florist
Website: https://sunsflorist.com.au
Email: info@sunsflorist.com.au
Contact Form: Available via our website.
Policy Updates
Sun’s Florist may update this Refund & Return Policy from time to time to reflect changes in our business practices, products, services, or legal obligations. The latest version will always be available on our website, and continued use of our website constitutes acceptance of the updated policy.