Cancellation policy
Booking Terms & Conditions
These terms apply to bookings and custom artwork ordered from Flower Preservation Australia.
1. Booking your order
A 35% initial booking & preservation fee is required to secure your booking. It covers reserving your place in our production schedule, administering and preparing the order, and the initial drying and preservation process. The remaining 65% covers the design, creation, and finishing of your handcrafted artwork.
2. Voluntary cooling-off period
We offer a voluntary 10-business-day cooling-off period from the booking date. You may cancel during this period and receive a full refund of the Initial Booking & Preservation Fee, provided your flowers have not been delivered to us. Once the flowers are received, drying begins as soon as reasonably possible, and the voluntary cooling-off period ends because the preservation service has commenced.
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. This voluntary policy is offered in addition to your rights under the Australian Consumer Law.
3. Final payment
The remaining 65% is automatically charged to your original payment method 40 days after the booking date. By choosing the deposit option, you authorise this payment. 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.
4. Unpaid or unclaimed orders
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 production period after payment is received. We will make reasonable attempts to contact you using the details provided with your booking.
We will not dispose of or otherwise deal with your flowers or artwork merely because three months have passed. Unpaid or unclaimed flowers and artwork will be stored and dealt with in accordance with applicable Queensland legislation, including all required notices and minimum 6-month holding periods. After this time your goods may be disposed of. Reasonable storage charges may apply where permitted by law and after you have been notified.
5. Changes to your order
Changes may be requested before production begins and are subject to availability. Once manufacturing has started, changes may not be possible. Additional charges may apply where a change requires new materials, moulds or additional work.
After the voluntary cooling-off period, a request to reduce the order may be treated as a partial cancellation. Any amount retained will be limited to the reasonable costs and losses associated with the change, subject to the Australian Consumer Law.
6. Rescheduling
Rescheduling requires at least 30 days’ written notice and is subject to availability. A $100 rescheduling fee applies to cover reasonable administration and production-scheduling costs, except where the fee cannot lawfully be charged. Rescheduling may affect the estimated production timeframe.
7. Cancelling your booking
If you cancel during the voluntary cooling-off period and your flowers have not been delivered, your Initial Booking & Preservation Fee will be refunded in full.
If you cancel after that period, the Initial Booking & Preservation Fee is generally non-refundable because it covers booking administration, reserved production capacity, and preservation services reserved or commenced. We will not retain more than is reasonably necessary to cover services provided, costs incurred, and losses arising from the cancellation. This does not affect any refund or other remedy required under the Australian Consumer Law.
Once your flowers have been received, they enter the drying process. Drying permanently changes the flowers, and they cannot be returned to their original fresh or unpreserved state, even if you later decide not to proceed.
8. Flower condition
The preservation outcome depends on the age and condition of the flowers when they arrive. If flowers arrive wilted, damaged, mouldy, excessively aged, or otherwise unsuitable, we will preserve them as successfully as reasonably possible. We cannot guarantee that damaged or deteriorated flowers will achieve the same result as fresh flowers.
If, after drying, you decide not to proceed 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.
9. Natural variations and artistic style
Expected characteristics may include colours becoming lighter or darker, white flowers becoming cream or ivory, fading, transparency, shrinking, curling, petal movement, texture changes, small bubbles, and minor handmade irregularities. These characteristics are not faults by themselves.
By booking, you acknowledge that you selected Flower Preservation Australia’s signature artistic style based on our portfolio, website and social media. Every artwork is handcrafted from the customer’s flowers and will be unique. No two artworks will be exactly the same, and we cannot guarantee an exact match to a previous artwork, photograph or digital display.
10. Custom-made artwork
Every finished piece is custom-made to your specifications using your flowers. We do not provide returns, exchanges, or refunds merely because you change your mind after production has commenced. This does not limit your rights where the goods or services fail to meet a consumer guarantee.
11. Collection and delivery
Completed artwork may be collected from our studio or, where available, delivered within Australia. You are responsible for providing complete and accurate contact and delivery details. Where delivery is selected, we recommend transit insurance and signature on delivery.
Return shipping, redelivery charges and additional delivery costs are the customer’s responsibility unless the costs arise from our failure to meet a consumer guarantee or the law requires otherwise. Nothing in this section limits a responsibility or consumer right that cannot legally be excluded.
12. Problems with your order
If your artwork arrives damaged or you believe our goods or services have not met a consumer guarantee, contact us as soon as possible with your name, order number, an explanation, and clear photographs where relevant. We may need to assess the artwork before determining the appropriate remedy.
Depending on the circumstances and the Australian Consumer Law, a remedy may include repair, replacement, refund, repeat performance, or another appropriate solution.
13. Australian Consumer Law
Our goods and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms excludes, restricts or modifies any right, guarantee, remedy, or liability that cannot lawfully be excluded, restricted or modified. If a provision is inconsistent with a right or remedy provided by law, the law prevails to the extent of that inconsistency.
14. Contact
If you have questions about these Booking Terms & Conditions, please contact Flower Preservation Australia using the contact details published on our website.