Refund & Returns Policy

Overview

At Studio Terra Florals we want every customer to be happy with their arrangement. Because all our florals are handmade to order using preserved and dried materials, our returns policy reflects the nature of the product.

Your rights under the Australian Consumer Law (ACL) apply in full regardless of this policy — see Section 5 below.

1. Premade shop items

If your order arrives damaged in transit, please email us at [YOUR_LEGAL_EMAIL] within 14 days of receipt with:

• Your order reference number
• A clear photo of the damage
• A brief description of how the item arrived

We will offer either a replacement (subject to availability) or a store credit to the full value of the damaged item. Store credits do not expire.

Change-of-mind returns are not accepted for premade items. Preserved and dried florals are handmade to order and cannot be restocked or resold once dispatched.

2. Custom "Design Your Own" orders

Custom orders are created specifically for you following a design consultation.

• Deposits are non-refundable once design work commences or materials are ordered on your behalf. This is explained clearly before your deposit is processed.
• If an arrangement arrives damaged, contact us within 14 days with photos and we will discuss a remedy.
• If we are unable to fulfil your order, you will receive a full refund of all amounts paid.

3. Bespoke commissions (weddings & events)

Bespoke commission terms — including deposit amounts, milestone payments, and cancellation conditions — are agreed in writing as part of the commission contract prior to any work commencing. Those agreed terms govern in the event of cancellation or dispute.

4. Manufacturing defects

If you receive an item with a genuine manufacturing or materials defect not caused by post-delivery handling or environmental factors, please contact us within 14 days of receipt with photos. We will offer a replacement or store credit at our discretion.

The following are not covered as defects:

• Colour fading caused by exposure to direct sunlight
• Damage caused by moisture or high humidity
• Normal natural variation in preserved flower shapes and tones
• Minor shedding of dried petals or foliage

5. Your rights under the Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). For major failures, you are entitled to a full refund or replacement, and compensation for any reasonably foreseeable loss or damage.

6. How to contact us

Email [YOUR_LEGAL_EMAIL] with your order reference, a description of the issue, and photos where relevant. We aim to respond within 2 business days.