Refund policy
Cancellations, Returns & Refunds Policy
1. Perishable Nature of Flowers
Flowers and floral arrangements are highly perishable. For this reason, we do not accept returns for change of mind or standard refunds once the order has been accepted or delivered—consistent with common florist policies.
2. Order Cancellations
To cancel an order, please contact us as soon as possible. Cancellations received more than 24 hours before the scheduled delivery may be processed and refunded. However, orders within 24 hours of the delivery date cannot be cancelled.
3. Damaged or Poor-Quality Deliveries
If your order arrives in unsatisfactory condition—due to damage, missing items, or quality concerns—please notify us within 24 hours of delivery, providing photos and your order details. We will assess your claim and offer, at our discretion:
- A replacement arrangement
- Or a refund/credit toward a future order.
4. Incorrect Deliveries or Missed Items
Should you receive the wrong arrangement or have items missing, contact us immediately. We’ll work to correct the order promptly, with replacements offered where possible.
5. Substitutions
At times, seasonal availability may necessitate substituting certain flowers, containers, or accessories. When this occurs, we ensure replacements are of equal or greater value and quality, preserving the intended look and feel of your arrangement.
Summary Table
| Situation | Action Required | Resolution Offered |
|---|---|---|
| Change of mind | Contact >24 hours before delivery | Possible cancellation & refund |
| Damage / poor quality | Contact within 24 hours + photos | Replacement or refund/credit |
| Wrong or missing items | Contact immediately | Replacement of items |
| Substitution due to availability | Handled automatically | Equivalent-value substitution |
Contact Information
If you need to report any issue—or request a cancellation or replacement—please email us with your order number, description, and any photos attached. We’re committed to ensuring your satisfaction and helping you celebrate life’s moments with beauty and care.
Phone Number: 03 249 7706
Email: admin@fiordlandnurseries.co.nz