RETURNS & REFUND
Returns and Refunds
Westmead Hospital Florist processes returns and refunds in accordance with the Australian Consumer Protection legislation. All of our designs are individually created by one of our talented florists, with all care and attention to detail. In the event that there are concerns or queries surrounding your order, we ask that you please call our friendly team on (02) 9633 3447. We are more than happy on an individual basis, to work through possible resolutions and understand that circumstances differ from situation to situation.
Westmead Hospital Florist is in no way connected to any hospitals in the area and does not have access to hospital computer systems. We request that all customers provide accurate location details of all patients when placing an order. We will double check details with hospital information where necessary, but we are bound by privacy laws and can only work with the information that is provided to us.
Patient discharge is at the discretion of each hospital we deliver to and is outside the control of Westmead Hospital Florist. Every effort is made on our part to deliver orders in a timely fashion, however there are occasions where patients may be discharged before we can deliver their order. In the event of this happening, we will call the customer and request a home address to proceed with the delivery. Please note, delivery charges may apply and are at the discretion of Westmead Hospital Florist on a case by case basis.
As a general rule, most flowers should last a minimum of 3 days. We pride ourselves on the freshness and quality of our flowers, and endeavour to communicate expected life span of all our flowers at the time of purchase. We also provide simple care instructions for maintaining the lifespan of your flowers once they are in your possession. In the event that your flowers have lasted less than 3 days, and you have followed all care instructions provided, Westmead Hospital Florist may organise a replacement. Initially, we will request that a photograph be taken of the product.
We will also request that the original purchase is returned to us so that we may follow up with our suppliers on any quality control issues. Regretfully, we cannot arrange to re-send fresh flowers to you if the original flowers are disposed of or images are unavailable.
In the event of orders placed for wards where flowers are not allowed, we will always contact the customer to offer an alternative arrangement of products not containing flowers or plants. In the event that no resolution can be found for alternative products to be delivered, a refund may be offered at the discretion of management. Please note that a $10 administration fee will be deducted from the total order amount. We encourage all customers to check the location of patients in hospital wards and assess whether flowers are permitted, before placing your order.
Refunds may be processed upon receipt of goods purchased and only in instances where no other resolution can be reached. Online and telephone orders will be credited back to the original credit card with which the order was placed. In store purchases may be processed through the original credit card or via EFTPOS only. Cash refunds in store will be provided with a voucher to the same amount paid. All refunds are made at the discretion of Westmead Hospital Florist and must be approved by a store manager or the director of Westmead Hospital Florist.
Replacements and Refunds may be provided where quality is not to our regular standards or in extenuating circumstances. Each flower is unique, and so too are your requirements and concerns surrounding your order. For that reason, we ask that you please call us on (02) 9633 3447 within three (3) days of receipt of your flowers. This allows us the best amount of time to discuss options available for resolving any concerns.
Merchant and Service Charge
In instances where a refund is agreed upon by both Westmead Hospital Florist and the customer, a $5 or 10% (whichever is the greater) merchant and service charge applies and will be deducted from the total refund amount.
Due to seasonal availability, there are occasions where some flowers and arrangements may vary slightly in appearance to the photos on our website. Where a particular flower, product, or container is unavailable, we will substitute with another item of the same quality and value. All substitutions are made with the original design and colours in mind. In instances where an entire design relies on a specific flower, product, or container, we will call to advise of any changes or substitution options.