Refund & Returns Policy

Sweet Caroline Floral Design

Because most of what we sell is fresh flowers and plants, this policy looks a little different to a typical 30-day retail returns policy — once flowers are delivered, they can't be sent back. Here's how returns, refunds and order issues work for the different things we sell.

Fresh flowers & plants

Fresh flowers and plants are perishable, so we're unable to accept returns or exchanges on these once they've been delivered. If your flowers arrive damaged, wilted, or noticeably different from what you ordered, please contact us within 24 hours of delivery at orders@sweetcarolinefloral.com.au with a photo of the arrangement and your order number. We review every case individually and will offer a replacement or refund where it's warranted.

Non-perishable items (vases, gifts & accessories)

If you've purchased a non-perishable item from us (a vase, candle, gift add-on, etc.), you can return it within 14 days of delivery provided it's unused, in its original packaging, and you have proof of purchase. Items that have been damaged, broken, or used after delivery are not eligible for return or refund — this policy covers items still in their original, undamaged condition. To start a return, contact us first at orders@sweetcarolinefloral.com.au — items sent back to us without an approved return request won't be accepted. Approved returns should be sent to:

41 Wray Cres, Mount Evelyn VIC 3796

Exchanges: the simplest way to exchange a non-perishable item is to return the original (once approved) and place a new order for what you'd prefer.

Custom, wedding & event orders

Bespoke arrangements made to order — wedding, sympathy and event florals in particular — are created specifically for you, so they can't be resold and are non-refundable once we've started sourcing stock or preparing your order. If your plans change:

• Cancellations more than 14 days before your event/date: full refund
• Cancellations within 14 days: 50% cancellation fee applies, as flowers and labour are already committed
• Cancellations within 48 hours: non-refundable

Order changes & delivery cut-offs

Same-day and next-day orders move into preparation quickly. Please get in touch by 12pm on the day before delivery if you need to change or cancel an order — once it's gone into production we may not be able to amend it.

Damages, issues & incorrect orders

Please check your delivery as soon as it arrives. If anything is damaged in transit, has a problem, or isn't what you ordered, contact us straight away at orders@sweetcarolinefloral.com.au with photos so we can sort it out quickly.

Items we can't accept returns on

Along with fresh flowers and plants, we don't accept returns on custom or personalised orders, gift cards, or sale items. If you're unsure whether something qualifies, just ask.

Refunds

Where a refund is approved, it's issued to your original payment method, usually within 2-4 business days. Your bank or card provider may take a little longer to show it in your account — if it's been more than 5 business days since we approved your refund, contact us at orders@sweetcarolinefloral.com.au.

Your rights under Australian Consumer Law

Nothing in this policy affects your rights under the Australian Consumer Law. If an item you've bought has a major fault, you can choose a refund or replacement; for a minor problem, we'll offer a free repair, replacement or other suitable remedy.