Refund Policy

1. Overview

At Optionmomentumway, we are committed to delivering the highest quality flowers and service. We understand that sometimes things may not go as planned, which is why we have established a clear and fair refund policy. This policy outlines your rights and the process for requesting a refund or replacement. Our aim is to resolve any issue to your satisfaction quickly and efficiently.

2. Perishable Product Exception

Due to the perishable nature of flowers, we do not accept returns of fresh floral products once they have been delivered and accepted. However, we stand behind the condition of our flowers. If you believe that your flowers did not arrive in the expected quality, you must notify us within 24 hours of delivery. You will be asked to provide photographs as evidence. We will evaluate each case on its merits and, if proven to be our fault, we will happily provide a free replacement or refund up to the original purchase price.

3. Eligibility for Refund

You are eligible for a refund under the following circumstances:

• Damaged or Defective Products: If the flowers arrived severely damaged, wilted, or crushed, or if the product is not as described, we accept responsibility.
• Order Verification: We may refund you if we are unable to fulfil your order due to lack of stock or delivery constraints.
• Duplicate Charges: If you were charged twice for the same order, the duplicate amount will be automatically refunded.
• Non-Delivery: If your order never arrives due to an error on our side or the courier, you are entitled to a full refund or remake.

4. Non-Refundable Situations

Refunds will not be issued in the following cases:

• If you provide an incorrect delivery address or fail to be available at the time of delivery, and the flowers are left unattended.
• If you simply change your mind after the flowers have been delivered. For advance orders cancelled up to 5 days before delivery, we will offer a full refund. For cancellations made within 5 days of delivery, a 50% cancellation fee applies.
• For products that have been used, arranged, or altered in any way by the recipient.
• If the issue is due to normal seasonal variation in flower colour or type (we always note substitutions if applicable).

5. How to Request a Refund

To initiate a refund, please email our support team at {{ EMAIL }} within 24 hours of receiving your flowers (or within 7 days for non-floral services). In your email, provide your order number, a detailed description of the issue, and clear photographs if available. Once we receive your request, we will respond within 2 business days with our decision and immediate next steps.

If your refund is approved, it will be processed within 7 business days. The funds will be returned to your original payment method. You will receive a confirmation email once the transaction is complete.

6. Contact Us

If you have any questions about this Refund Policy, need help with a request, or want to discuss a specific concern, our friendly support team is here for you. Contact us by phone at +61 3 4916 0382 or visit our store at 550 Bourke Street, Melbourne VIC 3000, Australia. We are available Monday to Saturday, 9:00 AM – 6:00 PM, and we will be happy to assist you personally.

This policy is effective as of 1 January 2025 and supersedes any previous refund policies.