refund and return process
At MS Rose, we care about every bouquet that leaves our Perth studio. We design each arrangement fresh and deliver it with attention and pride. If something does not meet your expectations, we fix it quickly and fairly.
This policy explains how refunds, returns, and replacements work for our flower delivery service in Perth.
Fresh Flower Guarantee
We prepare every order on the day of delivery. Our florists select fresh seasonal blooms and arrange them by hand.
If your flowers arrive damaged, wilted, or incorrect, contact us within 24 hours of delivery. Send clear photos of the arrangement and packaging. Our team will review the issue and offer one of the following:
- Free replacement
- Store credit
- Partial or full refund
We aim to resolve every concern within one business day.
Same Day Flower Delivery Issues
We provide same-day flower delivery in Perth for orders placed before our daily cut-off time.
If we miss your delivery window due to our internal error, we will:
- Redeliver at no extra cost
- Offer store credit
- Provide a refund if redelivery does not suit you
If delays occur due to incorrect address details, unavailable recipient, or restricted access, we will contact you to arrange a new delivery time. Additional delivery charges may apply.
Change of Mind
Flowers are perishable products. Because of their nature, we do not accept returns for change of mind once we complete and despatch the order.
If you need to modify or cancel an order, contact us as soon as possible. We can adjust or cancel the order if our team has not started preparing it.
Once our florist designs the bouquet, we cannot cancel it.
Incorrect Address or Delivery Refusal
Please double-check the recipient’s address before placing your order. If the address is incorrect and the driver cannot complete delivery, we will contact you for clarification.
If the recipient refuses the flowers, we do not provide a refund. In some cases, we may return the bouquet to our studio and offer redelivery for an additional fee.
Substitution Policy
Seasonal availability changes quickly in Perth flower markets. If a specific bloom or colour becomes unavailable, our florist will substitute it with flowers of equal or higher value.
We maintain the overall style, size, and colour theme of the arrangement. If you have strict preferences, mention them in your order notes. We always try to follow your request.
Non-Flower Gifts
For add-ons such as vases, chocolates, candles, or gift hampers, contact us within 48 hours if the item arrives damaged or faulty.
We may request photos before we approve a replacement or refund.
We do not accept returns for opened food products unless a quality issue exists.
Special Event Orders
For large event bookings such as weddings, corporate events, or funeral flowers in Perth, we require a deposit to secure your date.
Cancellation terms for events:
- 7 days or more before event: partial refund minus preparation costs
- Less than 7 days before event: no refund of deposit
We purchase flowers in advance for event work. Late cancellations create direct losses for our business.
How to Request a Refund
Follow these simple steps:
- Email us at our official contact address listed on msrose.com.au
- Include your order number
- Attach clear photos if relevant
- Explain the issue briefly
Our support team reviews each request carefully. We respond within one business day.
Refund Processing Time
If we approve your refund, we return the amount to your original payment method.
Processing times depend on your bank or payment provider. Most refunds appear within 3 to 7 business days.
Store credit, if offered, remains valid for future flower delivery orders in Perth.
Our Commitment to Perth Customers
We serve Perth with honesty and care. Our goal goes beyond delivering flowers. We build long-term relationships with local families, businesses, and event clients.
If you ever feel unsure about your order, contact us directly. We prefer to solve issues quickly rather than let small problems grow.
When you choose MS Rose for flower delivery in Perth, you support a local florist who values quality, transparency, and customer satisfaction.
We stand behind every bouquet we create.
If you have any questions about refunds or returns, contact our team directly. We respond quickly and always aim to resolve concerns without delay.
MS Rose
Perth, WA
Phone: 0431 669 175
Email: info@msrose.com.au
Business Hours
Monday: 9:00am to 18:00pm
Tuesday: 9:00am to 17:00pm
Frequently Asked Questions
How long do I have to report an issue?
You must contact us within 24 hours of delivery with clear photos of the flowers.
Do you offer refunds for change of mind?
We do not offer refunds once we prepare and despatch the bouquet.
What happens if no one is home at delivery?
Our driver will follow safe delivery instructions or contact you for further guidance.
Can I cancel my order?
You can cancel your order before our florist starts preparing it.
How long does a refund take?
Approved refunds usually appear in your account within 3 to 7 business days.