Refund policy

Garden City Florist Returns & Remedy Policy

At Garden City Florist, we are committed to providing you with fresh, high-quality flowers and exceptional service. 

Fresh Flowers & Perishable Goods Policy
Due to the perishable nature of fresh flowers and plants, we have specific requirements for claims related to quality and longevity.

A. Quality & Faults
We guarantee the quality and freshness of our flowers for 48 hours from the time of delivery, provided the recipient follows the care instructions included with the delivery.

If you believe your fresh flowers are of unacceptable quality or damaged upon arrival:

You must contact us within 48 hours of delivery. Beyond this time, it is difficult to determine if the fault is due to flower quality or improper care/environment.

You must provide a clear photograph of the arrangement or plant, showing the issue.

If we determine the quality failure is our fault (e.g., poor flower quality, substantial damage during transit), we will offer a replacement bouquet, a credit, or a refund, as required.

B. Substitutions Policy
Flowers are a natural, seasonal product. While we make every effort to match the photos and descriptions on our website, we reserve the right to make substitutions of flowers and colours if necessary due to availability and seasonality. We will always ensure the substitution is of equal or greater value and maintains the overall style and quality of the arrangement ordered. Substitutions do not constitute a fault or a breach of the Consumer Guarantees Act (CGA).

Change of Mind
We do not offer refunds or exchanges for fresh flowers and plants if you or the recipient simply change their mind, or if the recipient refuses the delivery, as they are a perishable product.

3. Non-Perishable Goods (Gifts, Vases, etc.)
For non-perishable gift items (e.g., vases, chocolates, candles, giftware) sold alongside flowers:

A. Faulty or Damaged Goods (CGA Claim)
If a non-perishable item is faulty or damaged, we will meet our obligations under the CGA to provide a remedy (repair, replacement, or refund). Please contact us immediately, providing proof of purchase and a photograph of the damage.

B. Change of Mind Policy
We offer a 14-day exchange or store credit for non-perishable goods if you change your mind, provided:

The item is returned within 14 days of purchase.

The item is unused, in its original packaging, and in resalable condition.

You provide a valid receipt or proof of purchase.

The item was not purchased as part of a sale or promotion (sale items are excluded from 'change of mind' returns).

Please note: We do not offer cash refunds for 'change of mind' under any circumstances.

Order Cancellations & Changes
If you need to cancel or make changes to an order, please contact us immediately.

Full Refund: A full refund will be provided if the cancellation request is received before the florist has begun preparation of the order.

No Refund: We cannot offer a refund or cancellation for any order that has already been made up, or is out for delivery with our courier. A cancellation fee or partial refund may apply depending on the timing of the request and the stage of preparation.

How to Request a Remedy or Return
If you have a concern with your order, please follow these steps:

Contact Us Immediately: Email us at orders@gardencityforist.co.nz or call us on 03 341 0002  within 48 hours of delivery for any fresh flower quality issues.

Provide Information: You must provide your name, order number, and a detailed description of the issue.

Provide Photo Evidence: Please attach clear photos of the product illustrating the fault or damage.

We will assess your claim and respond within [Insert timeframe, e.g., 1-2 business days] to advise on the next steps, which may include arranging a collection or replacement delivery.

Shipping Costs for Returns
If the product is genuinely faulty or incorrect, we will cover all shipping costs required to return the item and send a replacement.

If you are returning a non-perishable item due to a 'change of mind', you will be responsible for the return shipping costs. Shipping costs are non-refundable.