Returns & Refunds

Due to the perishable nature of fresh flowers, all flower sales are final. We do not accept returns or exchanges for fresh flowers once they have been delivered.

Quality Issues or Damage

If your order arrives damaged, incorrect, or with a genuine quality issue, please contact us within 24 hours of delivery with clear photos of the issue. We will assess the matter and, where appropriate, offer a replacement, store credit, or refund at our discretion.

Refunds

Approved refunds will be processed to the original payment method used at checkout. Refund processing times may vary depending on your bank or payment provider. Delivery fees are non-refundable unless the issue was caused by us.

Exchanges

Because each floral arrangement is made to order, exchanges are not offered for fresh flowers. If there is an issue with your order, please contact us within 24 hours so we can assist.

Non-Floral Items

Non-floral items such as vases or gift products may be eligible for return if unused, in original condition, and approved by us. Any approved return must be requested within 7 days of delivery, and return shipping costs may apply unless the item was faulty.

Return Exceptions

Sale items, discounted items, custom or made-to-order arrangements, personalised products, and fresh flowers are not eligible for return or exchange unless there is a quality issue or error on our part.

Policy Updates

We reserve the right to update or amend this Returns & Refunds Policy at any time. Any changes will be published on this website and will apply to orders placed after the update.

Contact Us

For any questions regarding returns or refunds, please contact Ponsonby Florist (operated by Camellia & Co) at info@ponsonbyflorist.co.nz