In accordance with the Australian Consumer Law Florense will not offer a refund or exchange for change of mind or made a wrong selection. 

Exchanges

Please choose carefully, as most of our products are fragile and handmade, we DO NOT accept returns or exchanges for change of mind.

We reserve the right not to offer an exchange.

Refunds and Exchanges

We will not provide a refund for change of mind or wrong selection. Please choose carefully, once an order is finalised it cannot be canceled.

Exchanges must be initiated within 7 days of delivery. Enquiries outside of this time frame will not be accepted. To start an exchange, you can contact us at customer.florense@outlook.com. If your exchange is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Returnand re-sending postage is at the customer's expense. We do not offer exchanges on SALE or discounted items.

You can always contact us for any return questions at customer.florense@outlook.com

Damages/Lost Items and issues
In accordance with the Australian Consumer Law, Florense does NOT accept liability for any loss of items or damage that may arise during transit.

Please note, we are a small business and not a company that makes endless quantities of stock. When an item breaks in transit this devastates me just as much (if not more than) also. Due to the nature of our products and many being glass, breakages may happen in transit. We pride ourselves on our packaging, we use a combination of honeycomb paper, tissue paper, poly peanuts, bubble wrap and shredded paper to protect your items in transit. Our accessories, clothing and printed goods are also inspected for any potential faults by us prior to selling.  If you have purchased items equaling in value over $100, please purchase our postage with extra cover option at checkout. If not purchased, your items will only be covered up to the value of $100.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Any damages must be reported to us within 3 days of delivery. 

What happens if I receive my order broken?

We will require 4-6 images of the breakage and box with how it was packaged. Depending on the severity of the item and in MOST cases, we will ask for the item to be returned to us for assessment, or so we can claim compensation with AusPost. (Return shipping costs are the responsibility of the customer or return in person to our store at 480 Peel St, Tamworth. We will NOT cover the return shipping costs). If you purchased your item on sale, it MUST be returned to us for a refund or exchange to our discretion. Any associated shipping costs with your original order will NOT be refunded. 

Once we have received the return and assessed the item, we can either replace it with the same in stock product or exchange for another to equal value to our discretion.

Or

Offer a gift card to equal value of the product and shipping costs paid.

Or

Refund (in the same payment tender) the item cost and shipping costs paid.

Alternatively, to arrange up to full compensation if something has broken in transit, you will need to seek compensation with AusPost. DO NOT throw anything away. AusPost will need to see you package with everything posted to you to arrange compensation (paper and everything included), you will also need your receipt. Depending on the cover you selected at checkout will depend on the compensation amount you will be liable for.  For more information please see here: Compensation for lost or damaged items - Australia Post (auspost.com.au)

Consumer Guarantees & Faulty Products

Consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.

If you have a minor problem with a product or service, you are entitled to a free repair instead of a replacement or refund at our discretion.

If there is a major failure with the item with a product, we will provide a replacement or refund. However, you must rerun the item to us.

If an item is damaged through misuse, under use or abnormal use, Florense cannot provide a return by any methods of refund, exchange or repair, whether the fault is identified by us or any other third party regardless of the length of time.

Florense will require satisfactory proof of purchase supplied by you (the customer) before providing a remedy under the Australian Consumer Law.

For further information about the Australian Consumer Law and Consumer Guarantees, visit www.consumerlaw.gov.au.