1. Freshness guarantee
Every bouquet we deliver is conditioned and arranged to last. We guarantee that flowers arrive fresh and as described. If a bouquet arrives damaged, wilted or significantly different from what was agreed, we will make it right.
2. When we refund
We offer refunds or replacements when:
- A bouquet arrives damaged or not as described
- We fail to deliver on the agreed date without prior notice
- You cancel before we purchase stems for your order
For weddings and events, cancellation terms are set out in your booking confirmation.
3. How to request a refund
Email bestzilo24@gmail.com or call +61 2 9518 3604 within 24 hours of delivery. Include your order details and photos if the issue is visible. We respond within one business day.
Approved refunds are processed to the original payment method within 5-10 business days.
4. What we can't refund
We cannot refund for:
- Change of mind after delivery (flowers are perishable)
- Normal wilting after the expected vase life
- Issues caused by improper care after delivery
- Third-party delivery failures outside our control
5. Damaged orders
If your order arrives damaged, contact us within 24 hours with photos. We will either remake the arrangement for redelivery or refund the order, whichever you prefer.
6. Contact
Refund requests: bestzilo24@gmail.com or +61 2 9518 3604, Best Zilo 24 Pty Ltd, 215 Fern Rd, Wilson WA 6107.