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Politique de remboursement

Cancellations and Refunds 


Retail Bouquets


You can modify the delivery information by calling us on +61 401941448 or sending us an email request at enquiries@dondelamour.com.au. However once the preparation of the order has begun, any modification or cancellation of your order cannot be granted. We do  not offer refunds for change of mind. 

In the event that a damage incident occurs during delivery, the damaged product will be replaced at our own expense. However, we will not be held liable if the product is damaged after delivery. 

Customer satisfaction is very important to us. We understand that sometimes, unexpected changes can occur, making order adjustments. If you need to cancel your order, we respectfully request at least 24 hour notice.

Any request for cancellations made less than 24 hours before the date of delivery will result in a cancellation fee. The amount of the fee will be equal to 100% of the reserved services fee. 



 

Cancellations and Refunds for Weddings


Event bookings

For Wedding and Intimate Event bookings, we require a one week cancellation notice in writing sent directly to our email.

For Corporate and PR bookings, we require a three day cancellation notice in writing sent directly to our email.


If you are past the cancellation timeframe, we will not be able to accommodate you. In this case, a cancellation fee, equal to 100% of the reserved services fee, will apply. We cannot cancel orders which have already been created or are in the process of being delivered.


We will do our very best to reschedule your order for another time that is convenient to you. We require a credit card to hold large orders. In the event that a cancellation is made past the cancellation timeframe, 100% of the amount will be charged to your card on file. In the event of a true, unavoidable emergency, all or part of your cancellation fee may be applied to future services. 

In this case, when a damage incident occurs during delivery, we will replace the damaged product at our own expense. However, we will not be held liable if the product is damaged after delivery. 



Complaints
If you are not entirely satisfied with your purchase, we offer returns and refunds on the following conditions:

  • To be eligible for a return or refund, you must submit your request in writing sent through to: enquiries@dondelamour.com.au with proof of photographs within 48 hours after the date of delivery. 
  • In the event that the product is damaged during delivery, we will replace the product at our own expense.
  • For bouquets, plants and fresh flowers, if you are not satisfied with the product due to defects, we will conduct an investigation and make a sole judgement on its conditions. We will immediately notify you within 24 hours of the status of your request after inspecting the item. If the defect has been caused due to the quality of the product, we can offer an exchange. Damages due to poor after-care of the product such as poor  handling, neglect, exposure to high heat and lack of water will not be considered for any returns, exchanges or refunds.


COVID-19 

In the event that it is impossible for us to perform or carry out the agreed service due to events beyond the control of all parties, we reserve the right to deduct reasonable fees including deposits that have already been incurred for the service. We are mindful and understand the impacts of the Covid-19 pandemic and would like to accommodate you in the event that these circumstances occur. We are able to offer possible remedies such as a credit note or voucher, or postponing delivery of the goods or services until a later date if possible.


PAYMENT TERMS

Fees

You will pay all fees specified in the invoice supplied by us. Except as otherwise specified herein or in an Order Form are (i) based on services, (ii) payment fees are non-cancellable if reserved services have been carried out, (iii) fees paid are non-refundable.

 

Changes in fees

We may change the fees for services at any time or impose additional fees or charges. Such reasonable changes will be notified to you before the date of delivery and will be effective provided that there has been a mutual agreement to the changes in fees and once the invoice has been issued.


Invoicing and payment

You will pay us with valid and updated credit card information, or a valid purchase order or alternative document reasonably acceptable to us. If you provide us with credit card and/or other banking account information, you authorise us to charge such a credit card and/or banking account for all purchased services listed in the invoice for our products and services. Such charges shall be made in advance, either monthly, quarterly, annually or stated in the applicable invoice. If the invoice specifies that the amount will be charged in another form of payment, we will invoice you in advance and otherwise in accordance with the relevant invoice. Unless stated otherwise in the invoice, invoices charges are due 14 days from the invoice date. You are responsible for providing us complete and accurate billing information and notifying us of any changes to such information.

 

Late payments
Should payment not be received on the date of delivery or agreed time frame for our services, a 10% late payment fee on the unpaid balance will be applied per month. If a payment has been made by the closing date but it has not been received on our end, please provide us with a proof of receipt.

Credit notes and Vouchers
Where a credit note and/ or voucher has been issued to you, it must be used within 12 months from the initial booking date or the express date issued in the credit note and/or voucher document. In the event that any credit note or voucher is ever lost, we are able to provide a replacement with all the original information. Once a credit voucher and/ voucher is finalised and issued to you, we do not offer any amendments to its terms and conditions.

View Terms & Conditions here.