Refund and Returns Policy

At Flowers from Gan Eden, we take pride in the quality of our flowers, floral arrangements and gifts. We carefully select fresh, seasonal blooms and prepare every order with attention to detail. We want every customer to be happy with their purchase. If you have a concern about your order, please contact us so we can understand the situation and work with you towards an appropriate solution.

1. Fresh Flowers and Floral Arrangements

Fresh flowers are natural, seasonal products. Their appearance, colour, size and availability can vary depending on the season and the flowers available at the time of preparation. We take care to prepare our arrangements using fresh flowers and to ensure that each order reflects the product description and design as closely as reasonably possible.

Flowers are delicate and require appropriate care once delivered. Their condition and longevity can be affected by factors such as handling, temperature, water and the environment in which they are kept. We recommend following the flower-care guidance provided with your arrangement to help keep your flowers looking their best.

If your flowers arrive damaged, in poor condition, or materially different from what you ordered, please contact us promptly after delivery. Where possible, include your order number and clear photographs showing the issue so that we can assess it.

We will review your concern and work with you to determine an appropriate resolution in accordance with your rights under Australian Consumer Law.

2. Seasonal Flower Availability and Substitutions

Flowers are seasonal products, and the availability of particular varieties, colours and blooms can change. While we always aim to create arrangements as closely as possible to the photographs and descriptions shown on our website, occasional substitutions may be necessary. If a particular flower is unavailable at the time your order is prepared, we reserve the right to replace it with a suitable alternative of equivalent value. Where possible, substitutions will involve secondary or filler flowers rather than the main feature blooms.

Our florists will take care to maintain the overall style, look, colour palette and value of the arrangement, selecting alternatives that complement the original design as closely as reasonably possible. As flowers are natural products, slight variations in colour shades, size and appearance may also occur. The photographs on our website are intended to represent the style and overall appearance of each arrangement rather than guarantee an exact match in every detail.

3. Gifts and Other Products

Our gift range may include items such as candles, diffusers, chocolates, wine, plants, baby gifts and other products. If an item arrives damaged, faulty, incorrect or does not meet the applicable consumer guarantees, please contact us so we can assess the issue and arrange an appropriate remedy.

Depending on the circumstances, a remedy may include a refund, replacement or another appropriate solution in accordance with Australian Consumer Law.

4. Order Changes and Cancellations

We understand that circumstances can change. If you need to make a change to or cancel an order, please contact us as soon as possible.

Cancellation requests must be received at least 24 hours before the scheduled delivery date and time. This applies to the complete order, including any accompanying gifts or add-on products. Once an order is within this period, flowers may already have been sourced, selected or prepared, and cancellation may no longer be possible. We will consider requests to amend an order based on its preparation status and the arrangements already made.

This policy does not affect any rights or remedies available to you under Australian Consumer Law.

5. Deliveries

At Flowers from Gan Eden, we take care to ensure that flowers are delivered personally to the intended recipient. If the recipient is unavailable when the delivery is first attempted, our team will contact them to arrange a second delivery attempt at no additional delivery charge.

If your order has not arrived, has arrived damaged, or you have any concerns about the delivery, please contact us promptly with your order details so that we can investigate and assist.

Where an order has not been delivered as agreed, or a product or service otherwise fails to meet the applicable consumer guarantees, your rights under Australian Consumer Law continue to apply.

6. Refunds and Resolutions

As fresh flowers are perishable products, we do not generally offer refunds or exchanges simply because a customer changes their mind or is dissatisfied with natural variations in flowers that are consistent with the product description and seasonal availability. However, if there is a problem with your order, we encourage you to contact us. We will consider the circumstances and work with you to find an appropriate solution.

Where a refund or other remedy is required under Australian Consumer Law, we will arrange this in accordance with your applicable rights. Approved refunds will generally be returned to the original payment method, where practicable. Processing times may depend on your payment provider or financial institution.

7. How to Contact Us

If you have a question or concern about an order, please contact Flowers from Gan Eden and provide your order number, the name used for the purchase and a description of the issue.

For concerns about fresh flowers or damaged items, photographs can help us assess the situation more quickly.

Phone: +61 3 9527 2645
Email: info@flowersfromganeden.com.au

We appreciate the opportunity to address your concerns and are always happy to help resolve any problems with your order.

8. Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under the Australian Consumer Law or other applicable laws that cannot lawfully be excluded. Our policy operates alongside those rights, not in place of them.