Refund policy
Last updated: 21 August 2026
Who owns what. This page is how to claim, and the quality / non-perishable process. The contract, the Australian Consumer Law, change-of-mind cancels, the Triple Guarantee, care and unattended leave sit in the Terms of Service. Cut-offs, fees, windows, leave-if-out, public holidays and StarTrack sit in the Shipping Policy.
1. Who we are
Fig & Bloom Pty Ltd (ABN 79 622 519 135).
Studios: Ground Floor, 274 Wingrove Street, Fairfield VIC 3078; 62-64 Australia Street, Camperdown NSW 2050; 31 Jeays Street, Bowen Hills QLD 4006.
Contact: service@figandbloom.com or 1300 447 934.
2. Your rights
Nothing on this page limits the Australian Consumer Law. Goods must be of acceptable quality and as described. Delivery must be done with due care and skill. Those guarantees cannot be excluded.
If you are entitled to a refund, we will refund to the original payment method. We will not replace that refund with store credit unless you choose credit.
Flowers are perishable, so sending spent stems back is often pointless. That does not stop a replacement, re-delivery or refund.
Quality, description, late and due-care claims are not cut off by 24 hours or 48 hours. Freshness is assessed against the Triple Guarantee: seven days if the flowers were reasonably cared for. See the Terms of Service.
We will not require spent flowers to be in original condition. We will not make pickup of spent flowers a condition of a remedy.
3. How to claim
Email service@figandbloom.com or call 1300 447 934. Include:
- order number
- what happened
- photos if you have them (whole bouquet, close-up, card, packaging if it matters)
Contact us as soon as you reasonably can. We aim to reply within one business day. A photo helps. It is not a condition of assessing the claim.
If a pickup is practical we may offer it. It is not required before we assess or remedy the claim.
4. Fresh flowers
If flowers arrive damaged, wilted, sparse, dead, the wrong product, or not as described (beyond seasonal stem substitution disclosed at checkout), or they fail inside seven days with reasonable care, that is a quality or description claim.
- Minor failure: we will replace or re-deliver first. If we cannot do that promptly, you may have a refund.
- Major failure: you choose replace or refund.
Store credit is only if you ask for it.
Seasonal stem substitution, disclosed at checkout, is not by itself a failure. The wrong bouquet, a missing add-on, or a style nothing like what we sold, is a failure.
Late against a firm local date, or a StarTrack delivery outside the window shown at checkout, is handled under the Terms of Service and the Shipping Policy. Tell us the same way.
5. Non-perishable products
Vases, candles and other gifts: if unused, in original packaging and in resalable condition, we offer an exchange if you tell us within 7 days of delivery. That 7-day window is our extra store promise. It does not cap your Australian Consumer Law rights if the item is faulty.
If a non-perishable item is defective, we will replace or refund. You do not need to rely on the 7-day window for a fault.
6. Change of mind
We may refuse a change-of-mind return on made-to-order flowers. The 48-hour / 50% cancel rule lives in the Terms of Service. It is a change-of-mind rule only. It does not apply to quality, description, late or due-care claims.
7. Costs and refunds
Where we accept a quality or guarantee claim, collection (if any) is free. There is no return-shipping fee for a claim you are entitled to make.
If we agree to collect a non-perishable on a change-of-mind, we will tell you any cost first.
Refunds go back to the original payment method. Your bank sets the processing time.