Ray’s Florist & Gifts, commonly known as Ray’s Florist, is committed to preparing fresh, high-quality flowers and delivering each order with care.
We stand behind every arrangement we create with our 100% Satisfaction Guarantee. If something is not right with your order, please contact us as soon as possible so our team can review the issue and assist.
This Refund Policy explains how we handle refunds, replacements, cancellations, delivery issues, substitutions and order concerns.
This policy does not limit your rights under the Australian Consumer Law.
Ray’s Florist stands behind the quality, presentation and care of every arrangement we create.
Our 100% Satisfaction Guarantee means that if there is a genuine issue with your order, we ask you to contact us as soon as possible so we can review the matter and provide a fair and suitable solution.
Depending on the circumstances, this may include a replacement, redelivery, partial refund, full refund, store credit or another appropriate remedy.
Because fresh flowers are natural, seasonal and perishable, each concern is assessed based on the product, delivery details, photos where relevant, and the circumstances of the order.
This guarantee does not replace or limit your rights under the Australian Consumer Law.
Our products and services come with guarantees under the Australian Consumer Law.
If a product or service has a major problem, you may be entitled to a refund, replacement or other remedy. If a problem is minor, we may be able to resolve it by correcting the issue, replacing the item, redelivering the order, offering a partial refund or providing another suitable remedy.
Ray’s Florist will always review concerns fairly and in line with Australian Consumer Law.
Fresh flowers are natural, seasonal and perishable. Flower varieties, colours, shapes and vase life can vary depending on availability, seasonality, weather conditions, transport and how the flowers are cared for after delivery.
Because flowers are perishable and many arrangements are made to order, refunds are generally not provided for change of mind, incorrect product selection, recipient preference, or circumstances outside our control.
This does not affect your rights if there is a problem with the product or service under Australian Consumer Law.
Ray’s Florist does not usually offer refunds or exchanges for change-of-mind purchases.
This includes situations where:
Please contact us as soon as possible if you need to change an order. We will do our best to help where the order has not yet been prepared, customised or dispatched.
Cancellation requests should be made as soon as possible by calling 02 9737 8877.
A cancellation may be possible if your order has not yet been prepared, customised, packed, dispatched or assigned for delivery.
Once fresh flowers have been selected, ordered, prepared, arranged or dispatched, cancellation may not be available unless required by Australian Consumer Law.
Funeral flowers, casket sprays, coffin flowers, funeral wreaths, custom tributes and urgent same-day orders are often prepared specifically for the service, timing and delivery location. Cancellation options may be limited once preparation has started.
Same-day and urgent orders are time-sensitive.
If an order has already been prepared or dispatched, we may not be able to cancel or refund the order unless there is a problem with the product or service under Australian Consumer Law.
Please call us immediately on 02 9737 8877 if you need to change or cancel a same-day order.
Funeral flower orders require accurate service details and careful timing.
When placing a funeral flower order, please provide:
If incorrect or incomplete funeral service details are provided, Ray’s Florist may not be responsible for late delivery, failed delivery or redelivery costs.
If an error is caused by Ray’s Florist, we will review the matter urgently and provide a suitable remedy.
Please ensure all delivery details are accurate before placing your order.
Ray’s Florist is not responsible for delivery problems caused by incorrect or incomplete information supplied by the customer, including:
If a redelivery is required due to incorrect or incomplete information, an additional delivery fee may apply.
If the recipient is not available at the time of delivery, our driver may leave the flowers in a safe place, leave them with reception, a concierge, a workplace contact, a neighbour, a venue representative or return them to our store, depending on the delivery location and circumstances.
Fresh flowers may be affected by weather, heat, sunlight or lack of water after delivery. Once flowers have been safely delivered to the address provided, Ray’s Florist is not responsible for issues caused by how the flowers are handled, stored or cared for after delivery.
Hospitals, aged care homes, workplaces, schools, apartment buildings, churches, chapels, cemeteries, crematoriums and event venues may have their own delivery rules.
Please provide accurate delivery instructions and check whether the recipient can receive flowers before placing the order.
If a delivery cannot be completed because of venue restrictions, incorrect details, recipient discharge, room changes, access issues or refusal by the location, Ray’s Florist will do its best to assist. Redelivery or redirection may incur an additional fee.
Ray’s Florist uses fresh seasonal flowers and materials. Flower availability may vary due to seasonality, weather, supply conditions and market availability.
If a particular flower, colour, container, wrapping, hamper item or add-on is unavailable, Ray’s Florist may substitute it with an item of equal or higher value while maintaining the overall style, colour palette and purpose of the arrangement as closely as possible.
Substitutions are not considered a fault where the replacement is reasonable and the overall arrangement remains suitable for the occasion.
If a substitution significantly changes the nature of the order, we will review the concern fairly.
Images on our website are examples of style, colour and presentation.
Because flowers are natural products, each arrangement may vary slightly in flower type, shade, size, shape and placement. Seasonal variation is expected and does not automatically qualify for a refund.
Our florists will always aim to preserve the overall look, feel and value of the arrangement.
If you believe your order arrived damaged, incomplete, incorrect or not as expected, please contact Ray’s Florist as soon as possible.
Because flowers are perishable, concerns should be raised within 24 hours of delivery where possible.
Please provide:
Photos help us assess the issue quickly and fairly.
Depending on the situation, Ray’s Florist may offer a replacement, redelivery, partial refund, full refund, store credit or another suitable remedy.
Ray’s Florist will make reasonable efforts to deliver orders within the requested delivery window, but exact delivery times cannot always be guaranteed.
If a delivery issue is caused by Ray’s Florist, we will review the matter and provide a suitable remedy.
If a delivery issue is caused by incorrect information, access restrictions, recipient unavailability, venue restrictions, weather, traffic, road closures or other circumstances outside our control, a refund may not be available.
Approved refunds will usually be processed back to the original payment method, unless we agree to another method with you.
Refund processing times may vary depending on your bank, card provider or payment platform.
To request a refund, replacement or other remedy, please contact Ray’s Florist as soon as possible.
Phone: 02 9737 8877
Email: info@raysflorist.com.au
Please include your order number, contact details, delivery date and a clear description of the issue. For product quality concerns, please include photos where possible.
Ray’s Florist & Gifts
Unit 2, 71-83 Asquith Street
Silverwater NSW 2128
Australia
Phone: 02 9737 8877
Email: info@raysflorist.com.au