At My Florist Launceston Tasmania and Metaphysical Launceston, we take care when creating, selecting and delivering every order. We want you and your recipient to be happy with your purchase.

This policy applies to purchases made through our website and at our South Launceston store.

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

Change-of-Mind Returns

Please choose carefully, as we do not provide refunds, exchanges or store credits where a customer simply changes their mind, selects the wrong item, finds the item elsewhere at a lower price, or decides they no longer want or need the item.

This includes tarot and oracle cards where the customer does not personally connect with the deck, does not like the artwork or imagery, or decides the deck is not right for them.

Tarot and oracle cards cannot be returned or exchanged for change of mind, particularly once they have been opened or used.

This does not affect your rights under the Australian Consumer Law if an item is faulty, damaged, unsafe, incorrectly supplied, significantly different from its description or otherwise fails to meet a consumer guarantee.

Fresh Flowers and Floral Arrangements

Fresh flowers are natural, seasonal and perishable. Variations in colour, size, shape and appearance are normal and are part of the natural beauty of flowers.

Flower varieties and colours may also vary according to seasonal availability.

Where a particular flower or colour is unavailable, we may substitute it with another flower of similar style, quality and value while maintaining the overall presentation and feel of the arrangement.

Because flowers are perishable and made to order, we do not provide refunds, exchanges or replacements for:

• change of mind;

• personal preference;

• minor natural variations;

• seasonal substitutions of similar quality and value; or

• circumstances where the recipient does not like the flowers selected.

Concerns About Fresh Flowers

Please contact us as soon as possible if your flowers:

• arrive damaged;

• are not of acceptable quality when delivered;

• are significantly different from the product ordered;

• have been delivered incorrectly; or

• have not been delivered as agreed.

Where reasonably possible, concerns about flower quality should be reported within 24 hours of delivery. This gives us the best opportunity to assess the condition of the flowers and provide an appropriate solution.

Please provide:

• your name and order number;

• the date of delivery;

• a description of the problem; and

• clear photographs of the flowers and packaging.

Depending on the circumstances and your rights under the Australian Consumer Law, we may provide a replacement, partial refund, full refund or another appropriate remedy.

The requested 24-hour reporting period does not limit any rights you may have under the Australian Consumer Law.

Caring for Fresh Flowers

Fresh flowers are affected by temperature, water quality, handling and their environment after delivery.

We cannot provide a refund or replacement where flowers have deteriorated because of:

• a lack of fresh water;

• failure to follow reasonable care instructions;

• excessive heat or cold;

• direct sunlight;

• placement near heaters, fireplaces or cooling vents;

• bacteria caused by an unclean vase;

• rough handling; or

• other conditions occurring after delivery.

Plants

Plants are living products and may naturally vary in size, colour, shape, growth pattern and appearance.

Please contact us promptly if a plant arrives damaged, unhealthy or significantly different from its description. We may request photographs so we can assess the concern.

We cannot provide a refund or replacement where a plant has deteriorated because of:

• incorrect watering;

• unsuitable lighting;

• exposure to extreme temperatures;

• improper repotting;

• neglect;

• pest exposure occurring after purchase; or

• unsuitable conditions after delivery or collection.

This does not affect your rights where the plant was faulty, damaged or not of acceptable quality at the time it was supplied.

Crystals and Natural Products

Crystals, gemstones and other natural products may contain natural variations, inclusions, markings, colour differences, small surface irregularities and variations in pattern, shape or size.

These natural characteristics are not generally considered faults.

Product colours may also appear slightly different depending on lighting, photography and individual screen settings.

Where a product listing does not state that the customer will receive the exact item shown, a comparable piece will be selected from the available stock.

A preference for a different colour, marking, pattern, shape or natural formation is considered a change of mind unless the item supplied is significantly different from its description.

Jewellery, Crystals, Giftware and Other Products

Please inspect your purchase when you receive or collect it.

Contact us promptly if an item is:

• faulty;

• damaged;

• unsafe;

• incorrectly supplied;

• missing an essential part;

• significantly different from its description; or

• otherwise not of acceptable quality.

Depending on the nature of the problem and your rights under the Australian Consumer Law, the appropriate remedy may include a repair, replacement, exchange, refund or another suitable solution.

We may ask for:

• your order number or other proof of purchase;

• photographs or video of the item;

• a description of the problem; or

• the item to be returned for assessment.

A receipt is helpful, but other reasonable proof of purchase may also be accepted.

Products That Have Been Used or Damaged

We are not responsible for faults or damage caused by:

• misuse;

• accidental damage;

• normal wear and tear;

• failure to follow care or safety instructions;

• unauthorised repairs or alterations;

• improper storage; or

• damage occurring after the product was supplied.

A product cannot be returned simply because it has been used and the customer later decides it is unsuitable due to personal preference.

Sale and Clearance Products

Sale and clearance products are not eligible for a return, exchange or refund for change of mind.

Sale and clearance products remain covered by the Australian Consumer Law where they have a fault that was not disclosed before purchase.

A product cannot be returned because of a fault or imperfection that was clearly disclosed before it was purchased.

Custom, Personalised and Special-Order Products

Custom-made, personalised and special-order products cannot be cancelled, returned or exchanged for change of mind once work has commenced or the product has been ordered specifically for the customer.

This includes products created, sourced, engraved, altered or ordered according to a customer’s individual request.

Your rights under the Australian Consumer Law still apply if the product is faulty, damaged, incorrectly supplied or significantly different from what was agreed.

Gift Cards and Vouchers

Gift cards and vouchers cannot be returned, refunded or exchanged for cash for change of mind.

Any refund or cancellation rights relating to a particular service voucher will depend on the terms attached to that voucher and the requirements of the Australian Consumer Law.

Delivery Information

Customers are responsible for providing complete and accurate delivery information, including:

• the recipient’s full name;

• the correct delivery address;

• the recipient’s contact telephone number;

• hospital, ward or room details where relevant; and

• any access instructions required to complete the delivery.

We are not responsible for failed or delayed delivery caused by incorrect or incomplete information supplied by the customer.

If redelivery is required because the address was incorrect, access was unavailable or the recipient could not be located, an additional delivery fee may apply.

Where no one is available to receive the order, it may be:

• left in a reasonably safe location;

• left with reception;

• left with a neighbour where appropriate; or

• returned to the store.

The most appropriate option will depend on the delivery location, weather, product type and the courier’s reasonable judgement.

Please contact us promptly if an order has not arrived as expected so that we can investigate.

Hospital Deliveries

Customers are responsible for checking that the recipient is still admitted and able to receive flowers or gifts.

Some hospital wards and units do not permit fresh flowers or certain products.

Where a hospital refuses delivery, the recipient has been discharged, or the information supplied is incomplete, we will contact the customer where reasonably possible to discuss another delivery address, collection or an alternative arrangement.

Additional delivery fees may apply if redelivery is required.

Order Changes and Cancellations

Please contact us as soon as possible if you need to change or cancel an order.

A cancellation and refund may be available where the request is received before:

• flowers have been ordered, selected, prepared or arranged;

• a custom or personalised product has been started;

• a special-order item has been ordered from a supplier; or

• the order has been packed, collected or dispatched.

Once preparation has commenced or costs have been incurred, a full refund may not be available.

Where appropriate, reasonable costs already incurred may be deducted from any refund offered.

Once an order has been dispatched or delivered, it cannot be cancelled for change of mind.

During busy periods such as Valentine’s Day, Mother’s Day and Christmas, cancellations or significant order changes may not be possible because flowers and stock are ordered and prepared in advance.

Substitutions

Fresh flowers, plants, containers, wrapping and selected gift products may occasionally become unavailable.

Where necessary, we may make a substitution using a product of similar style, quality and value.

We will aim to preserve the overall colour, presentation and intention of the order.

Where a significant substitution is required, we will attempt to contact the customer where reasonably possible.

Refund Processing

Approved refunds will usually be returned to the original payment method.

The time taken for a refund to appear will depend on the customer’s bank, card provider or payment service.

Original delivery charges are not refundable for change of mind or where delivery was correctly completed.

Delivery charges will be refunded where required by the Australian Consumer Law or where we agree that the delivery service was not properly provided.

Returning an Approved Item

Please contact us before returning any item.

Do not post or deliver an item for return until the return has been discussed and approved.

Unless the item is faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law, return postage and delivery costs will not be paid by My Florist Launceston Tasmania or Metaphysical Launceston.

Approved returns should be securely packaged to prevent damage during transport.

Contact Us

To report a problem, discuss an order or request an assessment, please contact:

My Florist Launceston Tasmania & Metaphysical Launceston
2/222 Wellington Street
South Launceston TAS 7249
Australia

Email: myfloristlaunceston@outlook.com
Phone: 0407 141 091
ABN: 24 576 806 506