Petalo - Refund and Returns Policy
1. Satisfaction Guarantee
At Petalo, we aim to provide you with the best possible floral experience. If you're not entirely satisfied with your purchase, please don't hesitate to contact us. We're committed to resolving any issues promptly and ensuring your satisfaction.
2. Ordering Mistakes
We understand that ordering mistakes can happen. If you make an error during the ordering process, such as adding an extra item or specifying an incorrect delivery date, please contact us immediately. We'll gladly assist you in making necessary changes to your order until it's onboard with our delivery driver.
If we notice any potential ordering mistakes, we'll make every effort to contact you to clarify your order. If we are unable to reach you or receive no response before the order is placed onboard with our delivery driver, we will assume the order is correct and proceed accordingly.
3. Cancellations
If you need to cancel your order, please notify us as soon as possible. We can offer a full refund under the following conditions:
- Orders that have not yet been prepared for delivery can be canceled without charge. [If notified before 24 hours prior to delivery date]
- Cancellations made on the day of delivery, as long as the order is not onboard with our courier, will result in a 50% charge, with the remaining 50% refunded to your account.
4. Substitutions
While we strive to fulfill your orders as specified, there may be occasions when seasonal availability prevents us from exact matches. If substantial substitutions are necessary, we will contact you to confirm the replacement. If we do not receive a response before delivery, we will assume you accept the changes as per our terms and conditions.
Our commitment is to minimize substitutions, but if they occur, we ensure they maintain the quality and value of your order.
5. After Delivery
Due to the perishable nature of our products, we must receive any concerns about the quality or condition of your flowers within 48 hours of delivery. Please contact us promptly with any concerns, providing a photo of the flowers if possible. We will assess the issue and offer a replacement or refund accordingly.
Please note that failure to contact us within 48 hours of delivery may result in us being unable to provide a refund or replacement.
6. Delivery Charges
We do not offer refunds for delivery charges if incorrect delivery details are provided. In cases requiring re-delivery due to incorrect details, an additional delivery fee may be charged based on the new delivery suburb cost.
7. Change of Mind
If you wish to make changes to your order or request a refund due to a change of mind, please contact us immediately. We can accommodate such requests as long as the customer notifies us 24 hours prior to delivery.
8. Replacements & Returns
In cases where a replacement arrangement is issued, we may request the return of the original order for assessment. This return will be arranged at the same time as the replacement delivery, with Petalo covering the costs.
For returns unrelated to the issues outlined above, such as unwanted gifts, the buyer will be responsible for the additional delivery fee equivalent to the original delivery cost.
If we determine that a refund is warranted, we may request the return of the item for inspection. Petalo will cover the pick-up and delivery fees associated with returning the item.
9. Refund Processing
Refunds will be processed to the account used for the order. Please allow up to four working days for the refund to appear in your account.
If you have any concerns about your refund, please feel free to contact us.