At Thistle & Weeds, every fresh flower order is grown, harvested and arranged with care from our flower farm in the Dandenong Ranges.

Because fresh flowers are seasonal and perishable, our refund and replacement policy is designed to be fair, practical and clear for both you and us.

This policy applies to fresh flower orders, including bouquets, vase arrangements and seasonal floral gifts.

Quick summary

Fresh flowers are perishable: physical returns are generally not possible.

Quality concerns: please contact us within 48 hours of delivery.

Photos may be required: we may ask for clear photos so we can assess the issue.

Approved resolutions: replacement, store credit, partial refund or full refund depending on the situation.

Order changes: possible only before flowers have been harvested, arranged or dispatched.

Customer details: we cannot refund delivery issues caused by incorrect or incomplete delivery information.

1. Fresh flower satisfaction

We want your flowers to arrive beautifully.

If something is genuinely not right with your order, please contact us as soon as possible so we can look into it properly.

Where appropriate, we may offer:

• a replacement arrangement
  
• store credit
  
• a partial refund
  
• a full refund
  

The solution will depend on the nature of the issue and whether the flowers were affected by quality, delivery, incorrect item or customer care conditions after delivery.

2. Reporting a quality issue

If you believe your flowers arrived in poor condition, were damaged in transit or were significantly different from what was ordered, please contact us within 48 hours of delivery.

Please include:

• your order number
  
• a brief description of the issue
  
• clear photos of the flowers and packaging, where possible
  

Fresh flowers change quickly once delivered, so claims made several days later are harder to assess fairly.

3. Quality issues or incorrect orders

If we determine that your order:

• arrived in poor condition
  
• was significantly damaged before or during delivery
  
• was not of acceptable quality
  
• was the incorrect item
  

we will offer a suitable resolution.

This may include replacement flowers, store credit, a partial refund or a full refund.

If a replacement is approved due to an error or quality issue on our end, we will cover any replacement delivery cost.

4. Flower variation and seasonal substitutions

Thistle & Weeds works seasonally. That means your arrangement will be created from what is blooming and available at the time of your order.

Product photos are a guide to size, mood, colour palette and style. Exact flowers, stems and varieties may vary.

Where substitutions are required, we will choose flowers of equal or greater value and keep the overall style, size and feeling of the arrangement as close as possible.

5. Perishable product care

Fresh flowers require proper care once delivered.

We may not be able to offer a refund or replacement if the issue appears to be caused by:

• flowers being left without water
  
• flowers being placed in direct sunlight or heat
  
• flowers being left in a hot car or warm room
  
• water not being refreshed
  
• stems not being recut where required
  
• flowers being stored near heaters, fireplaces or air conditioning
  
• normal changes that occur as fresh flowers age
  

Care instructions are provided to help you get the best from your flowers.

6. Order changes

If you need to change your order, please contact us as soon as possible.

Changes may be possible if your order has not yet been harvested, arranged or dispatched.

Once flowers have been cut, arranged or sent for delivery, changes may not be possible.

This includes changes to:

• delivery date
  
• delivery address
  
• recipient details
  
• card message
  
• product selection
  

7. Order cancellations

Before preparation

If your order has not yet been harvested, arranged or dispatched, we can usually cancel the order and issue a refund.

On the day of delivery

If your flowers have already been harvested, arranged or are with the delivery driver, cancellations and refunds are generally not possible.

After delivery

Once flowers have been delivered, cancellations and refunds are generally not possible unless a confirmed quality issue or incorrect order has occurred.

8. Delivery issues

Please ensure all delivery details are correct at checkout.

We cannot offer refunds for delivery issues caused by incorrect or incomplete information provided by the customer, including:

• wrong address
  
• missing unit or apartment number
  
• incorrect recipient phone number
  
• unsafe delivery location
  
• recipient unavailable where no safe place is available
  

If re-delivery is required, an additional delivery fee may apply.

If flowers are delivered to the address provided and confirmed with delivery tracking or photo confirmation, the order is considered fulfilled.

9. Safe place delivery

If the recipient is not home, we may leave the flowers in a safe place where appropriate.

We do our best to choose a shaded, protected location, but once flowers have been delivered to the nominated address, we cannot be responsible for issues caused by heat, weather, theft, animals or the recipient not bringing the flowers inside promptly.

10. Refund processing

Approved refunds will be issued to the original payment method used at checkout.

Refunds are usually processed within 4 business days from our end, but your bank or payment provider may take longer to show the funds in your account.

11. Fair use

We reserve the right to refuse or limit refunds, replacements or credits where claims appear excessive, repeated or not made in good faith.

Generally, one replacement or resolution per order may be approved unless otherwise agreed.

12. Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You may be entitled to a replacement or refund where goods fail to meet a consumer guarantee.

13. Contact us

If you have an issue with your order, please contact us as soon as possible.

Thistle & Weeds

Email: orders [at] thistleandweeds [dot] com [dot] au

Website: thistleandweeds.com.au

Please include your order number, a brief description of the issue and photos where relevant so we can help quickly.