Returns & Refunds Policy

7-day change-of-mind returns & exchanges

We offer a voluntary 7-day change-of-mind return or exchange policy, subject to the conditions below. Please contact Petalume within 7 calendar days of receiving your delivery or collecting your order to request a change-of-mind return or exchange.

You do not have to send the item back within those seven days. After we review your request, we’ll provide return instructions and agree on a timeframe for returning the item.

Eligibility for change of mind

To be eligible, the item must:

• Be unused and unopened, where applicable.
• Be in the same condition in which it was received, including its original packaging.
• Be free of signs of use, alteration or damage and suitable for resale following inspection.

Items already used are not eligible for a voluntary change-of-mind return or exchange. These conditions apply only to change of mind, not to statutory consumer-guarantee claims.

How to request a return

1. Contact Us within seven calendar days of receiving or collecting your order. Tell us the order details and whether you're requesting a return or exchange.
2. We'll review the request and, if initially approved, provide return instructions, the return address and an agreed return timeframe.
3. Return the product securely packaged within that agreed timeframe. Please don't send an item back without instructions.
4. When it arrives, we'll inspect the item to confirm it meets the change-of-mind conditions and is suitable for resale.

Return costs and refunds

For voluntary change-of-mind returns and exchanges, customers pay return postage and any applicable postage for an exchange. Original delivery charges are not refunded.

If the returned item meets the conditions, we'll issue a refund of the eligible product amount to the original payment method. Processing times may vary depending on the payment provider. For an exchange, we'll confirm replacement availability and any additional charges before proceeding.

Faulty, damaged or misdescribed items

If a product is damaged, faulty, incorrect or does not match its description, please contact us as soon as reasonably possible with your order details. Photographs of the item and packaging can be helpful, but they are not a condition of your statutory rights.

Australian Consumer Law gives you consumer guarantees that cannot be excluded. Depending on the issue, the appropriate remedy may include repair, replacement, refund or compensation. Where required under the law, Petalume will cover reasonable return costs and applicable delivery charges.

The 7-day limit and unused/original-packaging requirements do not restrict consumer guarantee claims. They apply only to our voluntary change-of-mind policy.

Handmade variations

As each arrangement is handmade, minor differences in positioning and details may occur. However, products must still meet their description and representations and comply with applicable consumer guarantees.