Legal notice

Customer Information
& Policies Manual

A considered guide to bookings, preservation, refunds, privacy and website use.

EFFECTIVE 18 AUGUST 2026   •   VERSION 1.0

 

CUSTOMER POLICY COLLECTION

Customer Information & Booking Guide

Please read this guide and the policies that follow before placing your booking.

Thank you for choosing Flower Preservation Australia. We know your flowers are much more than a bouquet—they are a reminder of one of life’s most meaningful moments. Whether they celebrate a wedding, memorial, anniversary, graduation, new baby or another special occasion, we are honoured you have trusted us to preserve them.

Flower preservation is a handcrafted process using natural materials. Every flower responds differently, and every finished piece is completely unique. This manual explains our preservation process, what to expect from your artwork, the booking and payment arrangements, returns and refunds, privacy practices and website terms.

Key booking information

A 35% Initial Booking & Preservation Fee secures your place and covers booking administration, preparation and the initial drying and preservation process.

The remaining 65% is automatically charged to the original payment method 40 days after the booking date, unless alternative arrangements are agreed in writing beforehand.

A voluntary 10 business day cooling-off period applies only while your flowers have not been delivered to us.

Drying begins as soon as the flowers arrive. Finished-artwork production and orders for custom frames, moulds or other materials do not begin until the balance is paid in full.

All artworks are custom-made in Flower Preservation Australia’s signature artistic style and remain subject to natural variation.

Nothing in this manual excludes, restricts or modifies rights or remedies available under the Australian Consumer Law. If anything is unclear, please contact us before booking.

 

CUSTOMER POLICY COLLECTION

Every Bouquet Has a Story

Important information about natural flowers and handmade preservation artwork.

Every bouquet tells a story. Because the flowers may be irreplaceable, we want you to understand the preservation process before entrusting them to us.

Every piece is unique

We work with real flowers, not artificial ones. No two flowers preserve in exactly the same way, even when they come from the same bouquet. Your finished artwork will therefore be one of a kind.

Natural changes are expected

colours becoming lighter or darker;

white flowers becoming cream or ivory;

petals shrinking, curling or moving;

changes in texture or transparency;

small bubbles or minor handmade characteristics in resin.

These characteristics are normal consequences of working with natural flowers and handmade resin and are not, by themselves, faults or defects.

Condition on arrival matters

Freshness, handling and transit affect the result. If flowers arrive wilted, damaged, mouldy, excessively aged or otherwise unsuitable, we will preserve them as successfully as reasonably possible and discuss significant concerns where needed.

Preservation is permanent

Drying begins as soon as your flowers arrive to give them the best chance of successful preservation. Once preservation begins, the flowers cannot be returned to their original fresh or unpreserved state.

By booking, you acknowledge that you have read this information and understand that the process is permanent, uses natural materials and produces a unique result in Flower Preservation Australia’s signature style.

 

CUSTOMER POLICY COLLECTION

Before You Book

Choosing our artistic style and deciding whether preservation is right for you.

Choosing our style

Every preservation artist has their own style, techniques and finishing touches. When you book with Flower Preservation Australia, you are choosing our signature artistic style based on examples shown on our website, social media and portfolio.

Your artwork will be made from your own flowers and will reflect our style and craftsmanship, but it cannot be identical to a previous piece or digital example. Differences caused by flower type, condition, natural colour change, layout and the handmade process are expected.

Once preservation begins

Flower preservation is permanent. Once your flowers have entered the drying process, they cannot be returned to their original fresh state. This remains true even if you later decide not to proceed with the finished artwork.

Check before booking

Review our portfolio and make sure our artistic style suits you.

Choose your artwork type, size and inclusions carefully.

Contact us before booking if you have questions about likely colour changes, finishes or the condition of your flowers.

Make sure the booking and contact details you provide are complete and accurate.

We will always be honest about what can reasonably be expected, but no exact colour, shape, arrangement or preservation outcome can be guaranteed.

 

CUSTOMER POLICY COLLECTION

Booking Terms & Conditions

These terms apply to bookings and custom artwork ordered from Flower Preservation Australia.

1. Agreement and consumer rights

By placing a booking, you agree to these Terms and the related policies in this manual. Nothing in them excludes, restricts or modifies rights or remedies you may have under the Australian Consumer Law or other applicable legislation.

2. Initial Booking & Preservation Fee

A 35% Initial Booking & Preservation Fee is required to secure your booking. It reserves your place in our production schedule and covers administration, order preparation and the initial drying and preservation process. The remaining 65% covers the design, creation and finishing of your handcrafted artwork.

3. Voluntary cooling-off period

We offer a voluntary 10 business day cooling-off period from the booking date. It applies only if your flowers have not been delivered to us. If they have not been delivered, you may cancel within that period and receive a full refund of the Initial Booking & Preservation Fee. Once the flowers are received, drying begins promptly and the voluntary cooling-off period ends.

If your scheduled booking date falls within the cooling-off period, you must give at least 48 hours’ written notice before that date if you wish to cancel.

4. Final payment and production

The remaining 65% is automatically charged 40 days after the booking date using the original payment method. By choosing the deposit option, you authorise this charge. Contact us before the due date if you need to request a pause or alternative written arrangement.

Flowers are dried when received, but we do not create the final artwork or order custom frames, moulds or other materials until the balance is paid in full. An unpaid order is placed on hold. If payment remains outstanding for more than three months from the booking date, we cannot guarantee the original production timeframe and the order may be moved to the next available schedule.

5. Changes and rescheduling

Changes may be requested before production begins and are subject to availability. Additional charges may apply for extra materials or work. After the cooling-off period, the original order value cannot be reduced. Rescheduling requires at least 30 days’ notice and a $100 rescheduling fee applies.

6. Cancellation

If you cancel after the cooling-off period, the 35% Initial Booking & Preservation Fee is generally non-refundable because it covers the production space and services reserved or commenced, except where a refund is required by law. Once flowers are received, they cannot be returned to their fresh state.

7. Flower condition and assessment

The final result depends on the condition of the flowers received. If they arrive wilted, damaged, mouldy, aged or otherwise unsuitable, we will preserve them as successfully as reasonably possible. After drying, if you decide not to continue because of their condition, we will refund amounts paid above the 35% Initial Booking & Preservation Fee, less any additional reasonable costs already incurred where permitted by law.

8. Artistic style and natural variation

Every item is individually handmade. Natural colour change, fading, transparency, texture, petal movement, small bubbles and minor handmade variations are expected. We cannot guarantee that flowers will retain their exact fresh appearance or that the artwork will be identical to examples. These expected characteristics are not faults by themselves.

9. Custom-made products

Because each artwork is made to your specifications from your flowers, returns, exchanges and refunds are not offered for change of mind once production has commenced. This does not affect your rights under the Australian Consumer Law.

10. Collection and optional delivery

Completed artwork may be collected or, where offered, delivered within Australia. You must provide accurate contact and delivery details. If delivery is selected, we recommend signature on delivery and transit insurance. Courier timeframes and conditions after dispatch are outside our direct control, but this clause does not limit any rights that cannot lawfully be excluded.

11. Uncollected orders

We will notify you when an order is ready. Reasonable storage fees may apply after the notified collection date. Any uncollected goods will be held and dealt with only in accordance with applicable Queensland law, including any required notice and minimum holding period.

 

CUSTOMER POLICY COLLECTION

Returns & Refunds Policy

This policy applies to custom-made preservation services and artwork.

Voluntary change-of-mind period

You may cancel within 10 business days of booking and receive a full refund of the 35% Initial Booking & Preservation Fee only if your flowers have not been delivered to us. If the booking date falls within those 10 business days, at least 48 hours’ written notice before the booking date is required.

The voluntary cooling-off period ends when the flowers are received because drying begins promptly. After that point, change-of-mind refunds are not offered and the flowers cannot be returned to their original fresh state.

Cancellation after the cooling-off period

The 35% Initial Booking & Preservation Fee is generally non-refundable after the voluntary cooling-off period because it covers administration, production space and preservation services reserved or commenced, except where a refund is required under the Australian Consumer Law.

Flower condition after drying

If, after drying, you decide not to continue because of the condition of the flowers, we will refund amounts paid above the 35% Initial Booking & Preservation Fee, less any additional reasonable costs already incurred where permitted by law.

Custom-made artwork and artistic style

We do not accept returns or provide refunds merely because you change your mind, dislike an expected natural variation, or decide that our signature style no longer suits you after production has begun. This does not apply where the finished goods or services fail to meet a consumer guarantee.

Problems, damage and consumer guarantees

If artwork arrives damaged or you believe the goods or services do not meet the consumer guarantees, contact us as soon as possible with your order details and clear photographs where relevant. We may assess the artwork before determining the appropriate remedy. Depending on the issue and the law, a remedy may include repair, replacement, refund, repeat performance or another appropriate solution.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

 

CUSTOMER POLICY COLLECTION

Privacy Policy

How Flower Preservation Australia handles personal information.

Information we collect

We may collect information you provide when you browse, enquire, book or purchase, including your name, contact details, billing and delivery information, order details, communications, flower and event information, and photographs you choose to provide. Our website and service providers may also collect device, browser, cookie and transaction information.

Why we use it

to respond to enquiries and manage bookings;

to process payments and produce, collect or deliver orders;

to communicate about flower condition, design, payment and completion;

to operate, secure and improve our website and services;

to meet record-keeping, legal and regulatory obligations;

to send marketing where you have consented or where otherwise permitted, with an option to unsubscribe.

Payments, service providers and disclosure

Payments are processed through third-party payment providers, including the e-commerce platform used by our store. We do not knowingly retain full card details. We may disclose information to providers that help us operate, such as payment processors, website hosting, software, professional advisers and delivery providers, but only as reasonably required for those services or as required by law.

Photographs and marketing

We will seek consent before using identifiable customer photographs, names or personal stories for marketing. We may photograph finished artwork for studio records and quality control. If a separate photography or marketing permission has been given, you may contact us about future use, noting that material already published or printed may not always be fully retractable.

Storage, security and overseas processing

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Some technology providers may store or process information outside Australia. Their handling is also governed by their own terms and privacy practices.

Access, correction and complaints

You may contact us to request access to or correction of personal information we hold, or to raise a privacy concern. We will respond within a reasonable time, subject to lawful exceptions. Contact Flower Preservation Australia using the details published on our website or email flowerpb@outlook.com.au.

Where the Privacy Act 1988 and Australian Privacy Principles apply to our activities, we will handle personal information in accordance with them. We also aim to follow these stated practices as a matter of good business practice where the Act does not apply.

 

CUSTOMER POLICY COLLECTION

Website Terms of Service

Terms for accessing the Flower Preservation Australia website and online store.

1. Acceptance and store platform

This website is operated by Flower Preservation Australia. By accessing the site or purchasing goods or services, you agree to these Website Terms, our Booking Terms and the policies in this manual. Our online store is hosted on an e-commerce platform that provides the technology used to offer products and services.

2. Lawful use

You must not use the website, its content or our services for an unlawful or unauthorised purpose; transmit malicious code; interfere with security; scrape or collect information unlawfully; impersonate another person; or infringe intellectual property, privacy or other rights.

3. Information, products and pricing

We aim to keep information, descriptions, availability and prices accurate, but may correct errors or omissions and update or discontinue offerings. Product images and screen colours are illustrative; natural flowers and handmade artworks vary. If an error affects an order, we will act reasonably and in accordance with applicable law.

4. Orders and account information

You must provide current, complete and accurate booking, billing, contact and delivery information. We may decline or cancel an order where reasonably necessary, including suspected fraud, pricing error, unavailable capacity or a breach of these Terms, subject to applicable law. Our separate Booking Terms govern deposits, automatic balance payments, cooling-off arrangements and production.

5. Third-party services and links

The site may contain links or access to third-party services. We do not control their content, availability or practices. Review the relevant third party’s terms before using its service. Nothing here excludes responsibility that cannot lawfully be excluded.

6. Customer content and feedback

You must have the right to submit any review, photograph, message or other content you provide. You grant us a non-exclusive licence to use content you intentionally submit for the purpose for which it was provided. We will not use identifiable customer photographs or stories for unrelated marketing without consent.

7. Intellectual property

Unless otherwise stated, the website design, text, photographs, graphics, branding and other content are owned by or licensed to Flower Preservation Australia. They may not be copied, reproduced, sold or commercially exploited without written permission, except as permitted by law.

8. Availability and liability

We do not promise that website access will always be uninterrupted, secure or error-free. To the maximum extent permitted by law, we are not responsible for loss caused solely by events outside our reasonable control. Nothing in these Terms excludes, restricts or modifies consumer guarantees, statutory rights or liability that cannot lawfully be excluded.

9. Changes, severability and governing law

We may update these Website Terms by publishing a revised version. If any provision is unlawful or unenforceable, it is severed to the extent necessary without affecting the remaining provisions. These Terms are governed by the laws of Queensland and Australia, and disputes are subject to the courts and tribunals with lawful jurisdiction.

10. Contact

Questions about these Terms may be sent to Flower Preservation Australia using the contact details published on our website or by email to flowerpb@outlook.com.au.