Petalogue — Return & Refund Policy

Fresh flowers are a perishable, made-to-order product. Once your bouquet has been arranged and dispatched for delivery, we are unable to offer a refund. Please read this policy carefully before placing your order.

Cancellations before dispatch

Petalogue offers next-day delivery across Brisbane — we do not deliver same-day. This means you have a reasonable window to change your mind. If you need to cancel, email petalogue.au@gmail.com as early as possible, and no later than 2pm on the day before your scheduled delivery. Cancellations received before your bouquet has been arranged will receive a full refund. Once your order has been arranged and handed to our delivery driver on the morning of delivery, it can no longer be cancelled.

No refunds once dispatched

Once your bouquet has left our studio for delivery, the order is final and no refund will be issued. This includes situations where:

• The recipient is not home at the time of delivery (our driver will leave the bouquet in a safe, shaded spot per standard practice)
• You provided an incorrect or incomplete delivery address
• The recipient has moved, is travelling, or declines the delivery
• You change your mind after dispatch
• The arrangement varies slightly from the website photo (see "Seasonal substitutions" below)

We strongly encourage you to double-check the delivery address, recipient name, and contact number before completing checkout.

Quality guarantee

We stand behind the quality of every bouquet we send. If your flowers arrive damaged, wilted, or in substandard condition, please contact us within 24 hours of delivery at petalogue.au@gmail.com with your order number and a clear photograph of the arrangement. Where we agree the flowers fall below our standards, we will replace the bouquet at our cost or, at our discretion, issue a refund.

Claims made more than 24 hours after delivery cannot be accepted, as flower freshness depends heavily on care once the bouquet is in the recipient's hands.

Seasonal substitutions

Petalogue works with locally grown and seasonal stems, and our arrangements feature whatever is freshest at the Brisbane Markets that week. The exact flowers in your bouquet may vary from the photo on our website. We always honour the colour palette, size, and overall style of the arrangement you ordered, and substitutions are made with stems of equal or greater value. Variation from the website image is not grounds for a refund.

Failed delivery due to incorrect details

If a delivery cannot be completed because the address you provided is incorrect, the recipient cannot be located, or access to the building is restricted, we will contact you to arrange redelivery. A redelivery fee will apply and the original order remains non-refundable.

Subscriptions

Weekly and fortnightly subscriptions can be paused or cancelled at any time via your account, provided the request is made at least 48 hours before the next scheduled delivery. Deliveries already in progress at the time of cancellation will be fulfilled and charged as normal.

Your consumer rights

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage caused by a fault in our product.

For any questions, email petalogue.au@gmail.com.