Customer Service, Refunds and Substitution Policy

Purpose. Defines the service standard customers can expect and how the business meets its obligations under the Australian Consumer Law for refunds, replacements, substitutions and delivery promises.

1.Service standard

Every customer must be greeted within one minute of entering the shop and every phone call answered within four rings. Staff must listen for the occasion, the recipient and the budget before recommending products. Orders must be read back to the customer before payment is taken so that the delivery date, address, card message and product are confirmed.

2.Consumer guarantees

Products sold by Bloom and Stem carry the consumer guarantees of the Australian Consumer Law. Flowers must be of acceptable quality, match their description and be fit for the purpose the customer stated. The business will not display a sign or use words that suggest refunds are never given.

3.Freshness guarantee

Bloom and Stem guarantees fresh flowers for five days from delivery when the care card instructions are followed. A customer who reports a freshness problem within that period will be offered a replacement or a refund of the product price. Staff must record the report in the Order Book and photograph the product where possible.

• Replacement delivered within 24 hours where the customer prefers it
• Refund to the original payment method within five business days
• No charge for redelivery

4.Substitution

Flowers are a natural product and availability changes daily. Where a specified flower or colour is unavailable, designers must substitute with material of equal or greater value in the same style and colour palette. Substitution of a feature flower named by the customer must be agreed with the customer before the order is made.

5.Change of mind and cancellation

Change of mind refunds are not required by law but will be given for orders cancelled before production starts. Orders cancelled after production has started will be charged for stock already used. Event and wedding deposits are governed by the signed quotation terms.

6.Complaints

Complaints must be acknowledged on the day they are received, recorded in the Order Book against the order, and resolved by the Retail Manager or Events Manager within three business days. A customer who is not satisfied with the resolution will be referred to the General Manager and told that they can contact Consumer Affairs Victoria.