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Refunds & Returns Policy

17 Jan 2025

Overview
We are committed to providing high-quality floral products and exceptional service. As our products are perishable and time-sensitive, our refunds and returns policies differ from those applicable to non-perishable goods. This policy is subject to your rights under the New Zealand Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986, which cannot be limited or excluded by contract.

No Returns Once Dispatched
Because our products are perishable, we do not accept returns once the item has been dispatched. Returning flowers to our premises would mean they are no longer in a condition suitable for resale or use. Please ensure that your delivery address and product choices are correct before finalising your order.

Delivery and Timing
While we work closely with our courier partners to meet your preferred delivery dates, we cannot guarantee exact delivery times or dates due to factors beyond our control (e.g., traffic, weather, courier delays). Therefore:

  • No Refunds for Late Delivery: We do not offer refunds if your order is delivered later than the anticipated date.
  • Compensation for Missed Delivery Dates: If, for reasons within our control, the flowers are not delivered at all on the scheduled day, please contact us. We may be able to offer store credit or refund the delivery amount.

Quality Concerns and Remedies
We take pride in the quality of our flowers and aim to ensure that they arrive in the best possible condition. If you believe the flowers delivered do not meet reasonable quality expectations as defined by the CGA (e.g., they arrive wilted or damaged), please contact us within 24 hours of delivery. We may request photos or additional information to assess the issue.

  • Store Credit or Replacement: If it is determined that the product does not meet acceptable quality standards, we will offer store credit or, where feasible, a replacement arrangement of a similar value. This remedy is in addition to your rights under New Zealand consumer law.

Your Statutory Rights
Nothing in this policy is intended to limit your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand legislation. If a product is not of acceptable quality, not fit for its particular purpose, or does not match its description, you may be entitled to certain remedies under those laws, including a repair, replacement, or refund.

Contact Us
If you have any questions or concerns regarding your order, please contact us at:
Email: hello@florist.co.nz
We will endeavour to address your concerns as quickly as possible.

Updates to This Policy
We reserve the right to update or amend this Refunds and Returns Policy at any time. Any changes will be posted on our website, and the revised policy will take effect from the date it is posted. Your continued use of our services indicates acceptance of the updated policy.

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I Love You Bouquet - Florist.co.nz
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Terms & conditions
Florist.co.nz – Terms & Conditions Last updated: 08/01/2025 Welcome to Florist.co.nz (referred to as “we,” “us,” or “our”). By accessing or using our website and services, you agree to be bound by the following Terms & Conditions (these “Terms”). These Terms govern your use of our site and the purchase of any products. We reserve the right to modify these Terms at any time, and such modifications will be effective immediately upon posting on this page. Your continued use of our website and services constitutes your acceptance of any revised Terms. These Terms are governed by and construed in accordance with the laws of New Zealand. 1. Acceptance of Orders 1.1 All orders placed through our website are subject to acceptance by Florist.co.nz. 1.2 We reserve the right to decline or cancel an order, in whole or in part, for any reason including, but not limited to, product unavailability, errors in pricing or product descriptions, or issues identified by our fraud detection processes. 2. Product Descriptions & Seasonal Availability 2.1 Seasonal Variation All flowers and arrangements are subject to availability and seasonal variances. Images displayed on our website and promotional materials are representative only. While every effort is made to replicate the colours and style of each featured product, we cannot guarantee exact replication of the arrangement or bouquet shown. However, the overall value, size, and style of your bouquet will be preserved. 2.2 Substitution Policy We reserve the right to substitute flowers, foliage, or packaging materials of equal or greater value if items are unavailable or past their peak condition, without prior notice to you. Substitutions will be made to ensure your arrangement maintains a similar overall appearance. 3. Pricing & Payment 3.1 Pricing All prices are stated in New Zealand Dollars (NZD) and include GST (Goods and Services Tax), unless otherwise indicated. We reserve the right to change prices at any time without prior notice. 3.2 Payment Methods Payment can be made using major credit cards, debit cards, or other payment gateways offered on our website. By placing an order, you authorise us to charge your selected payment method for the total amount of your order. 3.3 Best Value Guarantee We offer a “Best Value Guarantee” and will beat any competitor’s price by 10% for a like-for-like product. The product must be: A similar colour bouquet with the same seasonal flower makeup, or A market bunch of the same quantity. A limit of one (1) such price-beat applies per customer. Please contact our customer service team to arrange this guarantee. We reserve the right to verify the competitor’s offering before confirming the price reduction. Our price guarantee applies only to other online flower delivery services & does not apply to supermarkets, flower markets or wholesalers. 4. Delivery 4.1 Delivery Methods We use trusted third-party couriers to deliver flowers. Delivery times may vary depending on location, traffic, and courier schedules. 4.2 Delivery Address It is your responsibility to provide the correct delivery address and contact details. We will not be held responsible for any losses or damages arising from the provision of incorrect or out-of-date delivery information. 4.3 Late Delivery If your delivery is significantly delayed through our fault or the fault of our courier partners, we will either: Refund your delivery fee, or Provide you with a NZD $50 gift voucher. No refund of the product value will be provided for late delivery, except as otherwise required under New Zealand consumer protection laws. 5. Returns, Refunds & Cancellations 5.1 Non-Returnable Nature of Flowers Due to the perishable nature of flowers and arrangements, we do not accept returns once the product has been dispatched or delivered, as we cannot reuse or resell the flowers once they leave our premises. 5.2 Refunds Refunds are discretionary and will be considered on a case-by-case basis in accordance with New Zealand consumer law. If there is a significant issue with your order (e.g., damaged or incorrect goods), please contact our customer service team within 24 hours of receipt. We may request photographic evidence of any damage or inaccuracies. 5.3 Cancellations If you wish to cancel an order, please contact us immediately. If your order has not yet been prepared or dispatched, we may be able to accommodate a cancellation. However, once the order is in progress or dispatched, cancellation may not be possible. 6. Intellectual Property 6.1 All content, images, logos, and trademarks displayed on our website are the property of Florist.co.nz or used with permission. You are not permitted to copy, reproduce, modify, transmit, store, or distribute any part of this website without our prior written consent. 7. Limitation of Liability 7.1 Extent of Liability To the fullest extent permitted by New Zealand law, Florist.co.nz shall not be liable for any direct, indirect, incidental, consequential, or special damages arising out of or in connection with the use of our website, products, or services. 7.2 Consumer Guarantees Act 1993 Nothing in these Terms is intended to limit any rights you may have under the Consumer Guarantees Act 1993 or any other applicable consumer protection legislation. 8. Privacy 8.1 Data Collection We collect and process personal information in accordance with our Privacy Policy, which outlines how and why we collect, use, and store your data. 8.2 Third Parties We may share your information with third-party service providers (e.g., payment processors, courier services) only to the extent necessary to facilitate your order and deliver our services. 9. Governing Law & Dispute Resolution 9.1 These Terms are governed by and construed in accordance with the laws of New Zealand. 9.2 Any dispute or claim arising out of or in connection with these Terms shall be resolved in accordance with New Zealand law and subject to the exclusive jurisdiction of the New Zealand courts. 10. Contact Us If you have any questions, concerns, or feedback about these Terms, please get in touch: help@florist.co.nz. By continuing to use our website and services, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions.

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