At Mr Fresh Pty Ltd, we strive to deliver your purchases in the best possible condition, and as we have advertised them. We want you to be delighted with your purchases.
However, flowers are a perishable product and their quality can be affected by heat, cold, humidity and water. Even the way they are handled and managed can impact their ability to last well and meet your expectations. As such, we cannot reasonably exchange them upon request; instead, we will work with our customers towards a viable solution that may involve full or partial order replacement or full or partial refunds, depending on the nature of the claim.
Each claim will be managed on a case by case basis and notwithstanding any previous complaint, no claim shall create a precedent for future claims.
What to do first
Where a product or products has not met expectations, a claim shall be made by the customer who made the purchase. Claims shall be made through firstname.lastname@example.org. All claims should be reported in the first instance and may be required to be supported with photos as evidence.
Due to the perishable nature of our products, you must notify Mr Fresh of your intent to apply for a full or partial refund or a full or partial replacement within 24 hours of delivery. Your application should be supported with photos which we will ask you to provide to us. Failure to comply with these requirements may render the application for a refund null and void.
Mr Fresh offers products other than flowers. Several types of goods are exempt from being returned. Gift cards and perishable goods such as food, flowers, newspapers or magazines cannot be returned. To register a complaint with an order, please quote your invoice reference.
Replacements (if applicable)
We only replace items if they do not meet the standards that might be reasonably expected.
Depending on where you live, the time it may take for your replaced product to reach you, may vary and in most cases will not meet the original timeframe requested.
Refunds (if applicable)
If your application for a refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within about ten days (whilst we will apply our internal processes as quickly as possible, transfer of monies between banking and other such institutions is outside of our control).
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.