Refund Policy
Last updated: 2 December 2025
Our Guarantee
100% satisfaction or your money back. If you're not completely happy with your flower delivery, we'll make it right.
1. Cancellations Before Delivery
More than 7 days before delivery:
- Full refund - No questions asked
- Cancel directly from your dashboard
- Refund processed within 5-7 business days
Less than 7 days before delivery:
- Contact us at hello@planflowers.com.au
- We'll do our best to accommodate, but cannot guarantee cancellation
- If cancellation is possible, full refund applies
2. Delivery Issues
We take delivery seriously. If something goes wrong, we'll fix it:
Flowers not delivered on the scheduled date
Full refund OR free redelivery (your choice)
Flowers arrived damaged or wilted
Full refund OR free replacement delivery
Wrong flowers delivered
Full refund OR correct arrangement delivered free
Delivered to wrong address (our error)
Full refund AND free redelivery to correct address
3. When Refunds Don't Apply
Refunds may not be available in these situations:
- Incorrect recipient address provided by you
- Recipient not available and no safe place to leave flowers
- Delivery attempted but refused by recipient
- Change of mind after successful delivery
However, we'll always work with you to find a fair solution. Contact us to discuss.
4. How to Request a Refund
- Email us at hello@planflowers.com.au with your order number and reason for refund
- Include photos if applicable (damaged flowers, wrong arrangement)
- We'll respond within 1 business day with a resolution
- Refund processed within 5-7 business days to your original payment method
5. Recurring Occasions
When you cancel a delivery for a recurring occasion:
- Only the current year's delivery is cancelled and refunded
- The occasion remains active for next year
- To stop all future deliveries, pause or delete the occasion from your dashboard
6. Payment Failures
If your payment fails, we'll retry daily for up to 7 days and notify you by email. If payment cannot be processed by 7 days before the delivery date, the order is automatically cancelled. No refund is required as no payment was collected.
7. Partial Refunds
If you change your order to a lower-priced option after being charged, we'll refund the difference to your original payment method within 5-7 business days.
8. Consumer Rights
This refund policy does not exclude, restrict, or modify any consumer rights under the Australian Consumer Law. You may be entitled to remedies including repair, replacement, or refund if flowers are not of acceptable quality or fit for purpose.
9. Contact Us
PlanFlowers
ABN: 52 202 079 312
Email: hello@planflowers.com.au
Response time: Within 1 business day
Location: Sydney, Australia