Return Policy
Our Commitment Under Australian Consumer Law
At flamecandleal, we strive to provide high-quality floral arrangements that meet your expectations. We understand that flowers are natural products and may vary, but we are committed to ensuring your satisfaction with our products and services.
Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Fresh Flower Products
Flowers are perishable products that begin to change from the moment they are arranged. Due to the nature of fresh floral products, we cannot accept returns on standard floral arrangements once they have been delivered, unless:
- The product arrives damaged or does not match your order specifications
- The product fails to meet consumer guarantees under Australian Consumer Law
- The product is significantly different from what was described
Quality Issues
If you receive flowers that are damaged, wilted, or do not match your order, please contact us within 24 hours of delivery. We will work with you to resolve the issue, which may include:
- Replacement of the arrangement
- Partial or full refund
- Store credit for future purchases
To process a quality-related return, please provide photos of the product and your order number.
Order Cancellations
Orders may be cancelled or modified up to 24 hours before the scheduled delivery date. Cancellations made within 24 hours of delivery may be subject to a cancellation fee. Please contact us as soon as possible if you need to cancel or modify your order.
Refunds
If a refund is approved, it will be processed to the original payment method within 5-10 business days. The time it takes for the refund to appear in your account may vary depending on your financial institution.
Special Orders and Custom Arrangements
Custom floral arrangements and special orders are created specifically for you. These orders cannot be cancelled once production has begun, typically 48 hours before delivery. If you need to modify or cancel a custom order, please contact us immediately.
Delivery Issues
If there is an issue with delivery (wrong address, delivery failure, etc.), please contact us within 48 hours. We will work to resolve delivery issues, but we are not responsible for delays caused by incorrect addresses provided by the customer or circumstances beyond our control.
Care Instructions
To maximize the longevity and beauty of your floral arrangement, please follow the care instructions provided with your order. Improper care may affect the appearance and lifespan of your flowers, and we cannot be held responsible for issues arising from improper care.
Customer Satisfaction
Your satisfaction is important to us. If you have any concerns about your order, please contact us and we will do our best to address them. We value your feedback and use it to improve our products and services.
Complaints and Dispute Resolution
If you have concerns about your order, we're here to help. We aim to resolve all issues fairly and promptly. If you're not satisfied with our resolution, you may contact:
- Consumer Affairs Victoria: www.consumer.vic.gov.au or call 1300 558 181
- Australian Competition and Consumer Commission (ACCC): www.accc.gov.au or call 1300 302 502
Contact Us
For questions about returns, refunds, or any concerns about your order, please contact us:
flamecandleal
Email: feedback@flamecandleal.world
Phone: +61 3 9510 8800
Address: 440 City Rd, Southbank VIC 3006, Australia
ABN: [To be inserted]
Please include your order number and a description of the issue when contacting us. We will respond within 2 business days.