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Refund policy

At The Donvale Flower Gallery, we take great pride in providing the best quality, fresh flowers, unique gifts and professional service. If for any reason you feel we have not met your expectations in any of these areas, please don’t hesitate to contact us. Our customer’s satisfaction is our top priority.

Faulty or Damaged Items

If your order arrives damaged or faulty, we will happily replace your flowers or issue a full refund Contact us on 03 9842 1803.

  • We may request photos or images of the damaged product or arrange for the return of the original flowers.
  • We cannot process a refund or replacement if the original flowers have been disposed of or if images are not supplied.

Refunds for online or phone orders will be credited back to the original payment method (credit card or PayPal account).

Order Alterations & Cancellations

We understand that plans can change. If you need to cancel or modify your order, we offer the following options:

  • Full refund for orders cancelled prior to courier pick-up.
  • Same-day alterations or cancellations must be made by phone at 03 9842 1803.
  • Once the courier has collected your order, no alterations or cancellations can be made.

Substitutions

Due to the seasonal nature of flowers, certain varieties may not be available at the time of delivery. We will always strive to make sure your arrangement is as close as possible to what you ordered, using flowers of similar quality and value. If necessary, we may substitute flowers to ensure the arrangement is as beautiful as the one you requested.

If you have a specific flower or colour scheme in mind, please call us on 03 9842 1803 to confirm availability. If we are unable to fulfill your order as requested, we will notify you and suggest suitable alternatives. 

Thank you for choosing The Donvale Flower Gallery. We are committed to ensuring that you are completely happy with your purchase, and we are here to assist with any questions or concerns.