Refund, Cancellation & Delivery Policy

Stemsational Flower Studio

At Stemsational, we believe every bouquet should bring joy and make every occasion special. We take pride in the quality of our flowers, the care we put into every arrangement, and the service we provide to our customers.

As flowers are natural and perishable products, slight variations in colour, shape, size, and appearance are normal. However, we are committed to addressing any concerns fairly and ensuring our customers have a positive experience.

1. Flower Quality & Refund Requests

We carefully select and arrange our flowers to ensure they meet our quality standards.

If your flowers arrive damaged, wilted, or in an unsatisfactory condition, please contact us within 48 hours of delivery at our customer service email, including:

Your order number.
Clear photos of the flowers and any damage.
A brief description of the issue.

Our team will review your request and may offer a replacement, partial refund, full refund, or another appropriate resolution depending on the circumstances and your rights under Australian Consumer Law.

Please contact us as soon as possible so we can resolve the issue promptly.

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

2. Product Variations & Substitutions

Every floral arrangement is unique and handcrafted. As a result, the delivered bouquet may differ slightly from the product images displayed on our website.

Seasonal availability may occasionally require us to substitute certain flowers or foliage. Where necessary, we will aim to maintain the overall style, colour palette, quality, and value of your selected arrangement.

If a significant substitution is required, we will contact you to discuss suitable alternatives before proceeding.

We will not use substitutions to intentionally reduce the value of your order.

3. Order Changes

If you need to change your delivery address, recipient details, delivery date, or personalised message, please contact us as soon as possible.

Requests made within 1 hour of placing your order can generally be accommodated, subject to availability.
Requests made after this period may not be possible if your flowers have already been prepared or dispatched.
Additional charges may apply where a change results in extra delivery or other reasonable costs. Any applicable charge will be communicated before proceeding.

Please carefully check your order details before completing your purchase.

4. Order Cancellations

We understand that plans can change. Our cancellation terms are as follows:

Within 1 hour of placing your order: Cancellation is generally available without a cancellation fee, provided the order has not already been prepared or dispatched.
More than 36 hours before the scheduled delivery: A reasonable cancellation fee of $25 may apply to cover costs already incurred.
Less than 36 hours before the scheduled delivery: Cancellation may not be possible once preparation has commenced. Any applicable charge will depend on the work completed and costs incurred.

Orders that have already been prepared or dispatched may not be eligible for cancellation.

Orders placed for peak occasions, including Valentine's Day, Mother's Day, and Christmas, may be subject to special cancellation terms disclosed at checkout.

These terms do not exclude any refund or cancellation rights that cannot legally be excluded under Australian Consumer Law.

5. Delivery Policy

We aim to deliver every order to the correct address on the selected delivery date. However, delivery times may vary due to traffic, weather, seasonal demand, or circumstances beyond our reasonable control.

Residential deliveries

Please ensure the recipient's address and contact details are accurate. If no one is available, we may leave the flowers in a safe location where appropriate and where delivery instructions permit.

If a safe location is unavailable, we may contact the recipient or arrange an alternative delivery option.

Business deliveries

Please ensure the recipient is available during business hours and that the business address is complete and accurate. If delivery cannot be completed, we will contact you to discuss the next steps.

Incorrect addresses and redelivery

Customers are responsible for providing accurate delivery details. Additional delivery charges may apply if redelivery is required because of incorrect or incomplete information supplied by the customer. We will communicate any applicable charges before arranging redelivery.

Late deliveries

If your order is delayed, please contact us so we can investigate. Where a delivery commitment has not been met, we will assess the appropriate remedy in accordance with our policy and applicable consumer law.

6. Alcohol Delivery Policy

For orders containing alcoholic beverages, the recipient must be 18 years of age or older and must present valid, government-issued photo identification upon delivery to verify their age.

Acceptable identification may include an Australian driver's licence, passport, or another legally accepted proof-of-age document.

Alcoholic products will only be handed directly to a recipient whose age has been verified. Our delivery personnel reserve the right to refuse delivery if the recipient cannot provide valid identification, is under 18 years of age, or appears intoxicated.

Alcoholic products will not be left unattended at the door or in a designated safe place, even if delivery instructions request otherwise.

If delivery cannot be completed because the recipient fails to meet these requirements, the order may be returned or rescheduled, subject to applicable delivery charges and legal requirements.

Stemsational is committed to responsible alcohol delivery and compliance with applicable liquor licensing and age-verification laws in Western Australia.

7. Missing or Undelivered Orders

If your order has not arrived on the expected delivery date, please contact us with your order number.

We will investigate the delivery status and work with our delivery partner where necessary.

If an order is confirmed to be lost or not delivered, we will assess the appropriate resolution, which may include redelivery or a refund, depending on the circumstances and your rights under Australian Consumer Law.

8. How to Contact Us

For refund requests, order changes, cancellations, or delivery enquiries, please contact our customer service team through the contact details provided on our website.

Please include your order number and relevant photos where applicable to help us resolve your enquiry efficiently.

At Stemsational Flower Studio, your satisfaction matters to us. We appreciate your trust and will do our best to ensure every floral experience is thoughtful, beautiful, and memorable.

Stemsational Flower Studio — Thoughtfully arranged, beautifully delivered.