Refund policy

All refunds and returns are dealt with and decided on a case by case basis, but the following outline our policies and procedures to ensure a smooth process should a refund or return be deemed necessary.

SATISFACTION GURANTEE
If you're not completely satisfied, all you have to do is contact us. We promise that if your unhappiness is any fault of ours, we'll offer to put things right with a full refund by the same form of payment or a replacement posy will be re-delivered.

AN ERROR ON YOUR ORDER
Mistakes happen, we understand! So if you make an error during ordering, such as add an additional item by mistake or put in the incorrect delivery date, please get in contact as soon as possible and we'd be happy to make those changes for you up until the order is onboard with the delivery driver.

Sometimes we'll notice what appears to be a mistake, in which case, we'll attempt to make contact with you to clarify your order. If we are unable to make contact or don't hear back from you before the order is placed onboard with our delivery driver we will assume the order is correct and send it as ordered.

CANCELLING YOUR ORDER
If you need to cancel your order, please contact us immediately. We will be able to offer a full refund as long as the following conditions are met:

We cannot cancel an order or issue a refund for items that have already been delivered.

If your order is already onboard with the courier you will be charged a cancellation fee equal to 50% of the order total so that we can recover delivery costs and cost of goods sold.

ONCE THE FLOWERS ARE DELIVERED
Due to the organic nature of most of our products (including flowers, flower arrangements and plants), time is of the essence in establishing what may have gone wrong. It is therefore essential that you contact us within 72 hours of delivery if you have any cause for concern with regards to the quality or condition of the flowers received. This allows us to diagnose the potential issue and assess an offer of replacement.

After contacting us with your concerns, you will be asked to provide a photo of the flowers so that we can assess what might have gone wrong. Unfortunately we are unable to accept returns or issue refunds if claiming poor quality and you have not attempted to make contact with us in 72 hours of delivery of your order.

If the flowers sent out are deemed to have been the incorrect item or of poor quality, we will offer a replacement to be sent out. On a case by case basis we will assess if a replacement is not suitable and may offer a full or partial refund instead. In such cases, The Posy Story will bear the cost of re-delivery.

RE-DELIVERY CHARGES
We are unable to provide refunds for delivery if you have provided incorrect delivery details. If you provide incorrect details and a subsequent re-delivery is required, you may be charged an additional delivery fee equal to the amount of the new delivery suburb cost as shown on our Melbourne delivery suburbs page