The Flower Wall Co — Refund, Return & Cancellation Policy

1. Booking Deposits, Invoicing & Payment Structure

• Initial Deposit: A mandatory non-refundable deposit of 50% of the total order value must be paid upfront via our Shopify checkout process to officially secure your event date and reserve the requested inventory.
  
  
• Invoice Issuance: Following the receipt of your initial 50% deposit, an official booking confirmation and tax invoice will be dispatched to the Client’s provided email address within 24 hours.
  
  
• Final Balance Deadline: The remaining 50% balance of the total contract value must be paid in full and cleared at least 14 days prior to the scheduled event date.
  
  
• Default & Cancellation for Non-Payment: If the final balance is not received by the 14-day deadline, The Flower Wall Co reserves the absolute right to cancel the booking immediately. In such cases, all prior deposits and payments are permanently forfeited as liquidated damages.
  
  

2. Change-of-Mind, Cancellation & Store Credit Framework

• The 72-Hour Change-of-Mind Grace Period: Clients are entitled to a 100% refund of their initial deposit under a change-of-mind request, strictly provided that all of the following conditions are met:
  
  
  1. The cancellation request is submitted in writing via email to info@flowerwallco.com.au within 72 hours of the initial transaction timestamp; AND
     
     
  2. The scheduled event date is not within 14 days from the date of the cancellation request.
• Gifts & Fine Jewelry: Due to the bespoke certification and sourcing standards of our luxury gift and jewelry range (including engagement and wedding rings in collaboration with Australian Diamond House), all jewelry and gift purchases are exempt from the 3-day change-of-mind policy and cannot be returned or refunded once processed.
• Cancellations Outside the Grace Period / Close to Event: Any cancellation requested after the 72-hour grace period, or where the scheduled event date falls within the 14 day payment window, is strictly non-refundable for cash under any circumstances.
  
  
• Store Credit Conversion: For eligible cancellations outside the 72-hour grace period where cash refunds do not apply, any monies paid will be converted into The Flower Wall Co Store Credit.
  
  
  • Store credit remains valid for 12 months from the date of issue.
    
    
  • Store credit is strictly non-transferable, non-redeemable for cash, and can only be applied toward future hire services or product purchases with The Flower Wall Co.
    
    

3. Product Imagery, Styling Variations & Substitution Disclaimer

• Imagery as a Visual Guide Only: All photographs, product images, digital mockups, social media content, and visual representations displayed on our website or provided within quotations are for marketing and visual guidance purposes only. They do not constitute a precise specification of the exact hire items or floral arrangements to be delivered.
  
  
• Seasonal Availability & Material Variations: Due to the bespoke, handmade, and perishable nature of event styling and floral installations, the actual setup on the day of the event may vary from marketing images. Variations may occur due to seasonal bloom availability, supply chain constraints, minor color dye-lot differences, on-site lighting conditions, or natural variations in flower shapes, shades, and sizes.
  
  
• Right to Substitute: The Flower Wall Co reserves the absolute right to substitute floral varieties, color tones, structural components, or decorative props with items of equal or greater quality, aesthetic value, and structural integrity, without prior notice or client consultation, if original specifications are unavailable or deemed unsuitable due to environmental factors or stock constraints.
  
  
• No Claims for Minor Variations: Minor aesthetic differences, natural product variations, or necessary substitutions executed in accordance with this clause do not constitute a defect, breach of contract, or failure of service. No refunds, partial discounts, or store credits will be issued under any circumstances regarding stylistic or natural variations between marketing images and the final on-site installation.
  
  

4. Fresh Floral & Perishable Waste Protection

• Perishable Commitments: Our floral designs incorporate fresh, high-grade perishable botanicals that are custom-ordered, processed, and arranged days in advance of your event.
  
  
• Late Weather/Venue Alterations: If an event is postponed, relocated, or canceled by the Client within 48 hours of the scheduled start time due to adverse weather, venue restrictions, or client-side changes, any costs associated with fresh floral procurement, bespoke fabrication, or labor already expended by The Flower Wall Co cannot be refunded, credited, or waived.
  
  

5. Weather, Outdoor Installations & Force Majeure

• Outdoor Event Risk Allocation: For outdoor activations (such as gardens, beaches, or open rooftops), the Client assumes full responsibility for providing a secure, weather-protected alternative backup location.
  
  
• Safety Discretion: The Flower Wall Co installation crew holds final, non-negotiable authority to halt, relocate, or refuse setup if extreme weather conditions (such as high winds, torrential rain, extreme heat, or safety hazards) threaten personnel safety or asset integrity.
  
  
• No Weather Refunds: If an event is compromised, cut short, or prevented due to weather conditions, venue closures, or force majeure events, no cash refunds will be issued. Bookings affected by uncontrollable environmental factors will be handled via rescheduled dates or structured store credit at the sole discretion of management.
  
  

6. Damages, Loss, Breakage & Financial Liability

• Risk Transfer: Legal risk and responsibility for all hired items, floral walls, props, and equipment pass entirely to the Client upon delivery/setup and remain with the Client until collection is completed by our team.
  
  
• Client Financial Liability: Any damages, structural destruction, excessive staining, burns, wax damage, water damage, missing components, or total loss of products provided during the hire period are to be incurred fully by the customer hiring the items.
  
  
• Repair & Replacement Invoicing: Damaged or unrecoverable items will be billed to the Client at the full commercial cost of repair or complete retail replacement, plus any associated logistics and handling fees. Itemized damage invoices are payable by the Client within 7 business days of issuance.