Return Policy

Our Commitment to Quality

At Trixelarkholiz, we take great pride in the quality of our floral arrangements and the care we put into every order. We work exclusively with fresh, premium blooms and handle each arrangement with meticulous attention to detail. Our goal is to ensure that every customer receives flowers that exceed their expectations.

Due to the perishable nature of fresh flowers and the custom nature of our arrangements, we have established the following return and refund policy to protect both our customers and our business.

Satisfaction Guarantee

We stand behind the quality of our products and services. If you are not completely satisfied with your purchase, please contact us within 24 hours of delivery. We will work with you to resolve any issues and ensure your satisfaction.

Eligibility for Returns and Refunds

Given the perishable nature of fresh flowers, returns are handled on a case-by-case basis. To be eligible for a refund or replacement, the following conditions must be met:

Quality Issues

If your arrangement arrives in poor condition, with wilted or damaged flowers, or does not match the description provided at the time of purchase, you must notify us within 24 hours of delivery. Please provide photographic evidence of the issue so we can assess the situation and determine the appropriate resolution.

Delivery Issues

If your order was not delivered on the specified date or to the correct address due to an error on our part, please contact us immediately. We will work to resolve the issue as quickly as possible, which may include a replacement delivery or a full refund.

Incorrect Orders

If you receive an arrangement that is significantly different from what you ordered (wrong size, wrong color palette, or missing key elements), please contact us within 24 hours with details and photos. We will arrange for a replacement or provide a refund.

Non-Returnable Items

The following items are not eligible for return or refund:

• Arrangements that have been accepted and signed for by the recipient without immediate complaint.
• Arrangements that have been damaged due to improper care after delivery.
• Custom or special-order arrangements that were created according to your specific instructions and delivered as requested.
• Arrangements refused by the recipient for personal reasons unrelated to quality or accuracy.
• Orders where the customer provided an incorrect delivery address.
• Seasonal variations in flower availability that result in minor substitutions (we always substitute with blooms of equal or greater value).

Refund Process

If your return is approved, we will process your refund within 5-7 business days. Refunds will be issued to the original payment method used at the time of purchase. Please note that depending on your financial institution, it may take an additional 3-5 business days for the refund to appear in your account.

Partial Refunds

In some cases, we may offer a partial refund if the issue is minor or if you choose to keep the arrangement despite a small imperfection. The amount of the partial refund will be determined based on the nature and severity of the issue.

Replacements

In many cases, we prefer to offer a replacement arrangement rather than a refund. If you are dissatisfied with your order, we will work with you to create a new arrangement that meets your expectations. Replacement arrangements will be delivered at no additional charge.

Event and Wedding Orders

For large event orders, including weddings, corporate events, and other special occasions, different terms may apply. These orders typically require a deposit and are subject to a separate contract that outlines specific terms, timelines, and cancellation policies.

Deposits

A non-refundable deposit is required for all event orders. This deposit secures your date and allows us to begin planning and sourcing materials for your event. The deposit amount varies depending on the size and complexity of the order.

Cancellations

Event orders may be cancelled up to 14 days before the event date for a partial refund (minus the deposit). Cancellations made less than 14 days before the event are not eligible for a refund, as we will have already purchased flowers and allocated resources for your event.

Changes to Event Orders

Minor changes to event orders can be accommodated up to 7 days before the event date. Major changes may require additional fees or may not be possible depending on timing and availability.

Subscription Services

If you have signed up for a subscription service (regular weekly, bi-weekly, or monthly deliveries), the following terms apply:

Cancellation

Subscriptions may be cancelled at any time with at least 48 hours notice before your next scheduled delivery. No refunds will be provided for deliveries that have already been made.

Pausing Your Subscription

You may pause your subscription for up to 3 months if you will be away or do not need deliveries during a certain period. Please provide at least 48 hours notice before your next scheduled delivery.

Subscription Refunds

If you are dissatisfied with a subscription delivery, the same quality guarantee applies as with individual orders. Contact us within 24 hours of delivery to report any issues.

Delivery Guarantee

We guarantee that your order will be delivered on the date specified at the time of purchase, provided that the order was placed with sufficient advance notice and all delivery information was correct.

Weather and Unforeseen Circumstances

In rare cases, extreme weather conditions, natural disasters, or other unforeseen circumstances may prevent us from delivering your order on time. In such cases, we will contact you as soon as possible to reschedule delivery or offer a full refund.

Delivery Attempts

If the recipient is not available at the delivery address, we will make reasonable attempts to complete the delivery. If delivery cannot be completed after multiple attempts, additional delivery fees may apply for re-delivery.

Care Instructions and Longevity

Fresh flowers are living products and their longevity depends on proper care after delivery. We provide care instructions with every arrangement. Flowers that wilt or fade due to improper care are not eligible for refund or replacement.

Expected longevity varies by flower type, but most arrangements should last 5-7 days with proper care. Some hardier blooms may last up to 2 weeks, while more delicate flowers may have a shorter lifespan.

How to Request a Return or Refund

If you need to request a return, refund, or replacement, please contact us as soon as possible using one of the following methods:

• Phone: 0456877778 (Monday-Friday, 9:00 AM - 6:00 PM; Saturday, 10:00 AM - 4:00 PM)
• Email: clients@trixelarkholiz.world
• In person: Corner of Elva St & Albert Rd, Strathfield NSW, Australia

When contacting us, please provide the following information:

• Your order number
• Date of delivery
• Description of the issue
• Photos of the arrangement (if applicable)
• Your preferred resolution (refund or replacement)

Processing Time

We strive to respond to all return and refund requests within 24 hours. Once we have reviewed your request and any supporting documentation, we will contact you to discuss the resolution. Most issues are resolved within 2-3 business days.

Exceptions and Special Cases

We understand that every situation is unique. If you have a concern that is not addressed in this policy, please contact us directly. We are committed to working with our customers to find fair and reasonable solutions to any problems that may arise.

Changes to This Policy

We reserve the right to update or modify this Return Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically to stay informed about our return and refund procedures.

Contact Information

If you have any questions about our Return Policy, please contact us:

Trixelarkholiz
Corner of Elva St & Albert Rd
Strathfield NSW, Australia
Phone: 0456877778
Email: clients@trixelarkholiz.world

We appreciate your business and look forward to serving you with beautiful, fresh floral arrangements.