refund policy

Last updated: 8 june 2026

At Sally Wright Flower Studio, we pride ourselves on creating and delivering the highest-quality flowers and curated gifts across Melbourne, including Toorak, South Yarra, Armadale, Essendon, Moonee Ponds, Brighton, richmond, brunswick and beyond. Every arrangement is purchased fresh from the market the day your order is being delivered and hand-made to order.

we do not hold flower stock to use in your orders. we buy fresh the morning of.

Because flowers are a natural product and perishable, our refund policy differs from giftware. Please read carefully before placing your order.

Table of Contents

• 1. Refunds & Replacements – Floral Arrangements
• 2. Refunds & Exchanges – Giftware & Add-Ons
• 3. refund method & processing time
• 4. Exclusions
• 5. Why This Policy Protects You
• 6. Australian Consumer Law
• 7. Contact Us

1. Refunds & Replacements – Floral Arrangements

• We guarantee the freshness and quality of all our floral arrangements at the time of delivery.
• If you believe your flowers have arrived in poor condition, contact us immediately with a photo so we can assess and resolve the issue.
• Resolutions may include a replacement arrangement, a partial refund, or a studio credit, depending on the situation.
• Because flowers are perishable, we cannot accept returns once arrangements have been delivered in good condition.
• No refunds will be issued for change of mind, personal taste preferences, or failure to provide correct recipient details (name, phone, delivery address).

2. Refunds & Exchanges – Giftware & Add-Ons

• Non-perishable giftware items (candles, teas, hampers, vases) may be returned within 7 days of purchase.
• Items must be unopened, unused, and in their original packaging.
• If you purchased a candle, you may exchange it for another scent or colour (if in stock) within the 7-day window.
• Refunds and exchanges for giftware require proof of purchase (receipt or order confirmation email).
• We do not offer refunds or exchanges for used, opened, or damaged items caused by improper storage or handling.
• we do not offer refunds or exchanges for any alcohol, chocolates or food items.

3. Refund Method & Processing Time

• Approved refunds are processed via the original payment method (Stripe, Afterpay, credit card).
• Refunds typically appear within 5–7 business days, depending on your bank or payment provider.
• Studio credits are available immediately once approved.

4. Exclusions

No refunds will be issued where:

• Flowers have been delivered successfully to the correct address and accepted by the recipient or a third party (e.g., reception desk).
• Complaints are lodged outside the 12-hour freshness guarantee period.
• Giftware items are returned opened, used, or without original packaging.
• Incorrect delivery details were supplied by the customer.

5. Why This Policy Protects You

• We stand behind the quality of our flowers and curated products. If something goes wrong, we’ll fix it quickly.
• Clear timelines (12 hours for flowers, 7 days for giftware) mean you’ll never be left guessing about your rights.
• Boutique-level service ensures you’re dealing directly with us — no offshore call centres, no generic scripts.

6. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

7. Contact Us

If you have any concerns or would like to lodge a refund or exchange request, please contact us directly:

Sally Wright Flower Studio

Moonee Ponds, Victoria, Australia

Phone: 0422 014 544

Email: hello@sallywrightflowerstudio.com