REFUND & RETURNS POLICY

At Ruby Oak Floristry, we take pride in providing high-quality flowers, gifts and services to our customers. However, we understand that sometimes things don’t go as planned. This policy outlines our procedures for refunds and returns, so please read it carefully before making a purchase. Note – All refunds and returns are dealt with on a case by case basis.

1. Fresh Flowers and Plants

Quality Concerns - Due to the perishable and organic nature of our products, time is of the essence. If there is any cause for concern over the quality and condition of your flowers/plants, it is imperative that you contact us within 48 hours of delivery. The last thing we want to do is provide our customers with poor quality flowers, so if it is obvious that this has happened, we will offer you a replacement bouquet, or a refund (full or partial) depending on the situation. After your concern is raised with us, photos may be requested of the flowers / plants so we can assess what went wrong.

We kindly request that the flowers be appropriately cared for upon delivery (including cutting the stems, regularly replenishing water and adding flower food when necessary, storing them in a cool location away from direct sunlight or air conditioning). In the event that the flowers have not been cared for in this manner, we regret that we will be unable to issue a refund. Please note, there are instances where flowers may be part of a faulty batch entirely out of our control. This can be evident when a few stems of the same flower type are drooping, while other stems of the same flower type appear healthy (eg. roses). In such cases, we would be pleased to provide a replacement. Note – A refund will be unable to be provided for customer change of mind.

Unfortunately, we are unable to provide a replacement / refund if contact has not been made within 48 hours of delivery.

Bouquet Appearance & Design Variations - At Ruby Oak Floristry, every bouquet is individually designed by our qualified florists using fresh, seasonal flowers.

Due to seasonal changes, market availability and natural variations in fresh blooms, your bouquet will not always be an exact replica of the website image. While the overall size, shape and colour palette will remain consistent with your selection, specific flower varieties and foliage may vary.

This is stated in each of our product descriptions.

This ensures we are always using the freshest flowers available while maintaining the style and value of your chosen design.

If you are dissatisfied with the appearance of your bouquet, please contact us as soon as possible. A full or partial refund, or a replacement, may be offered at our discretion provided that:

• The bouquet is returned to one of our store locations within 24 hours of delivery or collection
• The flowers remain in good condition
• The bouquet has not been tampered with or significantly altered

We are committed to resolving concerns fairly and respectfully and encourage customers to contact us directly so we can assist promptly.

2. Non-Perishable Items

If you are not completely satisfied with your non-perishable item purchase, you may return it for a refund or exchange within 7 days of the purchase date. The item must be in its original condition and packaging. Delivery costs for returns or exchanges are the responsibility of the customer, unless the item is defective. Note – A refund will be unable to be provided for customer change of mind.

3. Special Orders and Custom Arrangements

All special orders and custom arrangements are final sale and cannot be returned or exchanged unless the item is defective.

4. Cancellations

If you need to cancel an order, please contact us as soon as possible. For fresh flowers and plants, cancellations must be made at least 48 hours before the scheduled delivery or pick-up date. For non-perishable items, cancellations must be made before the item is delivered.

5. Refunds

Refunds will be issued in the original form of payment within 5 -10 business days. If the item was a gift, the refund will be issued to the original purchaser.

6. Delivery Issues

If your order is not delivered on the scheduled delivery date due to our error, we will issue a full refund or resend the order at no additional cost. If the delivery is delayed due to circumstances beyond our control (e.g., weather, natural disaster, etc.), we will work with you to find a resolution.

If you have any questions or concerns about our refunds and returns policy, please don’t hesitate to contact us. We value your business and want to ensure that you are completely satisfied with your purchase.

Suburbs we deliver to: