Refund policy

Refund

If you change your mind about your flower purchase, we will be happy to provide full refund for the purchases as long as it hasn’t been made.

Claim Procedure

Due to the nature of the products, please make sure the following procedures are followed, otherwise refund can not be guaranteed. Please email your claim to ‘hello@nowalrus.com.au’ with the following details.

Ø It must include clear photos showcasing the issue of the affected stem and of the product as a whole;

Ø Order number;

Ø Reason for the claim.

Ø Please do not dispose of the claim product for 48 hours in case we need more information or recall it off you.   

 

5‑Day Freshness Guarantee

We take great care to ensure your flowers arrive fresh and long-lasting. If any flower stem in your bouquet does not meet our freshness standard within 5 days of delivery, please contact us and provide clear photos of the product as a whole and any specific flowers of concern.

Our guarantee covers the value of the affected stem only, not the full bouquet/arrangement. This is because the total price reflects more than just the flowers—it includes the florist’s time, skill, and presentation. If a stem is deemed faulty, we’ll issue a refund or store credit equal to its value .

To maintain your bouquet’s freshness, flowers must be cared for properly. This includes keeping them in a clean vase, refreshing the water regularly, and trimming the stems.

Please note:

Minor blemishes or the natural ageing of a petal or two are normal and not considered a fault. These should be gently removed to keep your bouquet looking its best.

We do not cover flower failure due to rot or damage caused by leaving browning or ageing petals in place, as this can affect nearby stems. Prompt removal of spent petals is essential for preserving the overall bouquet.