Refunds & Replacement:

Yes It can happen things go wrong, the delivery has been damaged in transit the flowers were broken or the item has things missing, if this is the case we are more than happy to assess what can be done on a case by case basis.

In some instances, within 24 hours of delivery we can offer a replacement bouquet or a refund to customers who receive flowers or gift items in unsatisfactory condition.

 

Replacement:

If you do not require a refund, we can replace the flowers or items you purchased if they are damaged. To receive a full replacement for the same item, please send us an email to info@flowersonthehilltop.co.nz following the same steps outlined below.

Contact us within 24 hours of delivery of the flowers.by email info@flowersonthehilltop.co.nz or phoning our store on 09 8186556 to discuss the problem, include photos of the goods with your email or text through on the phone.

 

To be eligible for a refund:

Your flowers or item pictured must be in the same condition that you received them in and must be in the original packaging.
Please photograph the problem with the flowers or gift and email or phone through the pictures.
Please acknowledge you have followed our care instructions located on your delivery card or on our website under Care instructions for your flowers.
We also require a receipt or proof of purchase.

Once your refund request is received & photographs are inspected, we will send you an email to notify you that we have received a request for a refund. We will also notify you of the approval or rejection of your refund. If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2-4 working days.

 

Late or missing refunds:

If you haven’t received a refund yet, first check your bank account again in a few days time, especially over weekends payments can often take a few working days to be processed. If you still have not received your credit, then we suggest contacting your credit card company or bank. If you’ve done all of this and you still have not received your refund yet, please contact us at info@flowersonthehilltop.co.nz