Refund and Returns Policy

At Moxom and Whitney, we pride ourselves on the quality of our products and services. It is important to remember that flowers are a perishable, natural product that will react to their immediate indoor environment and external weather conditions. Mother Nature can be unpredictable and also very hard to reason with; however, Moxom and Whitney strive to only purchase what we feel are the freshest and highest quality flowers. Unfortunately, once we dispatch our flowers a number of changes in condition may result in their longevity being reduced.

Care instructions must be followed thoroughly in order to increase the lifespan and enjoyment of your flowers. To assist in prolonging their life, we recommend cutting the stems at a sharp angle and changing the water in the vase every two days as well as the regular use of flower food.  Air conditioning, extreme heat, travel and changes in climate may also have an adverse effect on the flowers. Unfortunately, with all the possible variables, it is difficult for us to guarantee flower quality in every case. 

Should you be unhappy with any aspect of the flowers you have purchased or received please contact us within 24 hours of purchase.  Almost all situations can be rectified with a credit, refund or redelivery as long as the product has not been disposed of and you are able to provide evidence of a genuine problem. It is our right under consumer law to request such evidence.

No credits or refunds are provided for a change of mind or opinion.

We want you to be happy with your purchase and experience with Moxom and Whitney.
If you are dissatisfied with our services or are not happy with your products, please call us within 24 hours to explain your concerns and we will endeavour to resolve any issues quickly.

Please note instances of where plants or flowers have perished due to lack of care – evidenced by lack of hydration, lack of shaded accommodation or adequate ambient temperature even if caused by the consumer’s lack of knowledge or skill will not be an acceptable basis for a refund request.

We are not able to provide a refund for delivery if you have provided incorrect delivery details. If the delivery details you have provided are incorrect you will be charged an additional delivery fee for redelivery to the correct address. Please note flowers cannot be left if access cannot be gained to the recipient’s front door nor to work addresses that will not accept delivery at reception.

We comply with Australian Consumer Law in the instance of major faults/defects.