Refund policy

CANCELLATION, RETURN & REFUND POLICY

This policy applies to purchases and bookings made with Blossoms Nest, including retail flowers, deliveries, workshops, weddings, events, plants and giftware.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

The cancellation terms below generally apply when a customer changes their mind or cancels for reasons not caused by a failure on the part of Blossoms Nest.

Fresh Flowers & Arrangements

Fresh flowers and arrangements are seasonal, custom-made and perishable. We do not ordinarily provide a refund or exchange where a customer simply changes their mind after the order has been prepared or delivered.

If you need to cancel an order, please contact us at least 24 hours before the scheduled delivery or collection time.

  • Cancellations received before preparation or flower purchasing has commenced may be eligible for a full refund.

  • If preparation has commenced or flowers and materials have already been purchased specifically for the order, we may deduct the reasonable costs already incurred and refund any remaining balance.

  • Same-day or last-minute change-of-mind cancellations may not be eligible for a refund because preparation and purchasing will generally already have occurred.

These change-of-mind conditions do not apply where the flowers or arrangement fail to comply with the Australian Consumer Law, including where they are faulty, unsafe, materially different from the description or not supplied with due care and skill.

Because flowers are natural products, reasonable variations in flower varieties, colour, size, shape and openness may occur. Where a particular flower is unavailable, we may make a reasonable substitution of similar style, quality, colour and value while preserving the overall design.

Workshops & Classes

Workshop bookings are transferable to another person.

If you are unable to attend, you may:

  • send another person in your place; or

  • request a transfer to another available session by giving at least 72 hours’ notice.

Transfer requests are subject to availability and may be limited to one transfer per booking unless otherwise agreed.

For customer-requested cancellations:

  • Cancellations or transfer requests received at least 72 hours before the workshop may be transferred or issued as a credit, subject to availability.

  • Cancellations received with less than 72 hours’ notice, late arrivals and non-attendance are generally not eligible for a refund, transfer or credit because flowers, materials and staffing will already have been arranged.

If Blossoms Nest cancels a workshop, you may choose between:

  • transferring to another available session;

  • receiving a store credit; or

  • receiving a refund of the amount paid for the cancelled workshop.

Nothing in this section limits your rights where a workshop service fails to comply with the Australian Consumer Law.

Private Workshops & Group Events

Private workshops and group events may require a deposit or advance payment to reserve the date, staffing and venue.

Specific payment, final-headcount, rescheduling and cancellation conditions will be provided in the quotation, invoice or booking confirmation.

If a customer cancels, Blossoms Nest may retain or charge an amount that reasonably reflects:

  • planning and administration already completed;

  • flowers and materials already ordered;

  • staffing and venue commitments;

  • third-party costs that cannot be recovered; and

  • other losses that could not reasonably be avoided.

Any amount retained will be reasonable in the circumstances and will not operate as a penalty.

Wedding & Event Florals

A deposit is required to secure a wedding or event date. Until the deposit has been received and the booking confirmed by Blossoms Nest, the date is not secured.

If the client cancels the booking for reasons not caused by Blossoms Nest, the following cancellation charges may apply to the total confirmed booking value:

  • More than 8 weeks before the event: up to 20%

  • 6–8 weeks before the event: up to 50%

  • 2–6 weeks before the event: up to 80%

  • Less than 2 weeks before the event: up to 100%

The applicable cancellation charge will take into account:

  • consultation, design and administrative work already completed;

  • flowers, materials and hire items already ordered or reserved;

  • non-refundable supplier commitments;

  • staffing and production time reserved;

  • the timing of the cancellation;

  • our reasonable opportunity to accept another booking; and

  • losses and costs that could not reasonably be avoided.

The cancellation charge will not exceed the total confirmed booking value and will be limited to an amount that is reasonable in the circumstances. Any amount paid above the applicable reasonable cancellation charge will be refunded.

The deposit will be applied towards the applicable cancellation charge rather than charged in addition to it.

Where Blossoms Nest cancels a wedding or event service and cannot provide an agreed suitable alternative, the client will receive a refund of amounts paid for services that will not be supplied, subject to the Australian Consumer Law.

Wedding and Event Changes

Requests to change floral designs, quantities, delivery details, venue details or service requirements should be submitted at least 4 weeks before the event.

Changes are subject to:

  • flower and material availability;

  • staffing and delivery availability;

  • production capacity; and

  • payment of any agreed price difference.

Reductions requested within four weeks of the event may not result in a full price reduction where flowers, materials, hire items or staffing have already been committed.

We will advise you of any additional charge or non-recoverable cost before confirming a material change.

Event Postponements and Date Changes

Requests to postpone or change an event date are subject to our availability.

Payments may be transferred to a new date where:

  • Blossoms Nest is available;

  • the new date is agreed in writing;

  • flowers or materials purchased for the original date can be reused or credited; and

  • the client pays any reasonable additional costs caused by the change.

If Blossoms Nest is unavailable for the requested new date, the request may be treated as a customer cancellation and the applicable reasonable cancellation charge may apply.

Plants, Gifts & Non-Perishable Items

For change-of-mind returns, we accept eligible unused, non-perishable products within 7 days of purchase, provided that:

  • proof of purchase is supplied;

  • the item is unused;

  • the item is in its original condition;

  • the original packaging is included where applicable; and

  • the item is suitable for resale.

Change-of-mind returns do not apply to:

  • fresh flowers or other perishable goods;

  • plants that have been damaged through incorrect care;

  • personalised or custom-made products;

  • used products;

  • gift cards; or

  • clearance items where the customer was informed before purchase that change-of-mind returns would not be accepted.

Approved change-of-mind refunds will be issued using the original payment method unless otherwise agreed.

The seven-day change-of-mind period does not limit your rights under the Australian Consumer Law. Faulty products may be returned within a reasonable period depending on the nature of the product and the fault.

Damaged, Faulty or Incorrect Items

If an order arrives damaged, faulty, incorrect or materially different from what was ordered, please contact us as soon as reasonably possible.

For fresh flowers and arrangements, we recommend contacting us within 24 hours of delivery and providing clear photographs. Prompt notification helps us assess the flowers in the condition in which they were delivered.

The 24-hour notification request does not remove any rights or remedies available under the Australian Consumer Law.

Depending on the circumstances and whether the problem is major or minor, an appropriate remedy may include:

  • correcting or re-performing the service;

  • replacing the affected item;

  • providing a refund;

  • providing a partial refund or price reduction;

  • cancelling the affected service; or

  • another remedy agreed with the customer.

Where there is a major failure with goods, the customer may be entitled to choose between a replacement or refund. Where there is a minor failure, Blossoms Nest may choose to remedy the problem within a reasonable time.

We may request proof of purchase and reasonable evidence of the problem before providing a remedy.

Special, Custom & Bulk Orders

Special orders, custom arrangements, wedding and event florals, and bulk orders may require a deposit or advance payment.

If a customer cancels after custom flowers or materials have been ordered, Blossoms Nest may retain the reasonable, non-recoverable costs already incurred and the reasonable value of work already completed.

Any remaining balance will be refunded.

A description such as “custom”, “special order”, “perishable” or “non-refundable” does not remove rights available under the Australian Consumer Law where the goods or services are faulty, materially different from what was agreed or otherwise fail to meet an applicable consumer guarantee.

How to Request a Remedy

Please contact:

Blossoms Nest
Suite 3 / 385 Pacific Highway
Crows Nest NSW 2065, Australia

Email: hello@blossomsnest.com.au
ABN: 63 617 207 968

Please include:

  • your name;

  • order or booking number;

  • proof of purchase;

  • a description of the issue; and

  • photographs where relevant.

We will assess the matter and respond within a reasonable time.

For information about Australian consumer rights, visit:

Australian Competition and Consumer Commission
https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/repair-replace-refund-cancel

NSW Fair Trading
https://www.fairtrading.nsw.gov.au/buying-products-and-services/repairs,-replacements-and-refunds