Refund policy

Return Policy – Lillypad Flowers & Events

This policy applies to all orders placed with Lillypad Flowers & Events via our website, by phone or in store. Nothing in this policy limits any rights you have under the Australian Consumer Law.

Fresh flowers and perishable items

Due to the perishable nature of fresh flowers and floral arrangements, we are unable to accept returns or offer refunds for change of mind.

If your flowers arrive damaged, in poor condition or not as described, please contact us as soon as possible — ideally within 48 hours of delivery or pickup — with a photo and your order details so we can assess the issue and make it right.

Non-perishable gifts and products

For non-perishable products (such as hampers, plants, candles, gifts or accessories), a return or exchange may be considered where:

  • The item arrives damaged or faulty
  • The item is significantly not as described
  • The item does not meet acceptable quality standards under Australian Consumer Law

Please contact us within 48 hours of receiving your order to request a return or exchange. Items must be unused and in their original condition and packaging where applicable.

How to request a return

To request a return, exchange or refund, please contact us:

Please have your order number, contact details and photos of the item ready when you get in touch.

Refunds

Where a return is approved, refunds will be processed back to the original payment method within a reasonable timeframe.

We reserve the right to offer a replacement, store credit or refund at our discretion, depending on the nature of the issue and in line with Australian Consumer Law.

Change of mind

We do not offer returns, refunds or exchanges for change of mind on any fresh floral products, custom-made arrangements or perishable goods.

For non-perishable items, change of mind returns may be considered at our discretion, provided the item is unused, in its original condition and packaging, and returned within 7 days of purchase. Any return postage or delivery costs in these cases are the responsibility of the customer.

Hired items

Hired items — including silk flower arrangements, props and vases — are not sold and therefore not subject to this return policy. Please refer to our Hire Terms and Conditions for information about hired item returns, bonds and late fees.

Your rights under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded 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. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.