Refund policy

Our Quality Promise & Refund Policy

Last Updated: 05/26/2025

At From You Flowers, your happiness is at the heart of everything we do. We are deeply committed to delivering fresh, beautiful flowers that bring joy. This policy outlines our promise to make things right if your order isn't perfect, in line with Australian Consumer Law.

How to Report an Issue

If you have any concerns about your order, especially regarding quality, we ask that you contact our Customer Care team promptly. Due to the perishable nature of fresh flowers, we require all quality concerns to be reported within three (3) days of delivery. This allows us to assess the issue effectively and find the best solution for you.

To get in touch, please:

  • Email us at: wecare@fromyouflowers.au
  • In your email, please include: Your Order Number, a clear photo (or photos) of the product showing the issue, and a description of your concern.

Our dedicated team will carefully review your submission and will respond to you within 24-48 business hours.

Our Resolution Promise

Our goal is to find a fair and happy solution for you. For any approved concern, our team will work with you to find the best resolution, which may include:

  • A Replacement: We can send a new, beautiful arrangement, either the same as your original order or a comparable item of equal or greater value.
  • A Store Credit: We can issue a store credit for the value of the product, ready for you to use on a future purchase.
  • A Refund: While our first step for perishable goods is typically a replacement or store credit, a partial or full refund may be processed if another solution isn't feasible or as required by law.

Common Situations:

  • Flower Quality: If your flowers arrive damaged or are not up to standard (and you've reported it within 3 days with photos), we will work with you on one of the resolutions above.
  • Incorrect Item: If you receive an item that is substantially different from what you ordered (beyond the reasonable substitutions outlined in our Substitution Policy), please contact us with photos so we can make it right.
  • Non-Delivery: If an order is not delivered due to an error on our part, we will of course arrange for a redelivery, store credit, or a full refund. Please note, this does not apply if the non-delivery is due to an incorrect address provided at checkout (see our Terms of Service for details).

Your Rights Under Australian Consumer Law

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

For more details on cancellations and other conditions, please refer to our comprehensive Terms of Service.

This website is operated by Bloomex Pty Ltd (ABN: 27 147 609 443), with its registered office at Level 9, 575 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 Australian Consumer Law, please see our Terms & Conditions and Returns Policy.

Here to Help

If you have any questions about this policy or need to discuss an order, our friendly team is ready to help. Please reach out to us at wecare@fromyouflowers.au.