Refunds and Returns Procedure

At BySahana we pride ourselves on the high quality of all our products and the services we provide. We remind customers the perishable nature of flowers, in particular fresh flowers which will react to any indoor environment as well as external weather conditions. Air conditioning, extreme weather conditions or changes may also have an unfavourable affect on the quality of the flowers.

BySahana always ensures only the freshest and premium quality flowers are sourced and hand selected for every order. However, once the flowers have left our design studio and been dispatched there may be some changes in condition including the possible variables mentioned above that are outside of our control. Therefore, the variable factors may result in the longevity of the flowers and we cannot guarantee the flower quality in every case.

To improve the life span of your flowers, care instructions must be followed. We recommend to water the floral foam everyday. Please keep the flowers in a cool place.

We value all our customers and feedback is welcome at all times. If for any reason you are not completely satisfied with our products or service, please let us know as soon as possible so we may be able to rectify and amend any errors or oversights that may have occurred.

Returns Procedure 

Please contact us directly if you have any problems with your order as soon as possible by any of the following methods:

1. 1. Call Us 0492 995 540
   2. Text Message  0492 995 540
   3. Email us via contact form
   4. WhatsApp (international customers) +61 492 995 540
   5. Direct message us on Facebook or Instagram

We do not accept change of mind returns or refunds on any of our products once it has left from our design studio.

In order to qualify for a refund or a return there must be a fault with the product or service.

We are living in a COVID era, things can change overnight, we always try to help our customers and process the refund where there is any state / national health emergency.

Two (2) Day Return Policy

Flowers should last on average between 2-7 days. If your flowers perish within two (2 days) of the delivery date, we may organise a resend of new set of flowers depending on the following conditions:

1. 1. Dissatisfaction of the product is communicated to BySahana Customer Service within two (2) days of delivery.
   2. Photo of original flowers are sent and not disposed until resend has been processed. BySahana reserves the right to request photos of the original flowers.  
   3. We are satisfied care instructions have been carried out.
   4. Original flowers are not disposed. BySahana will collect the original flowers to assist in quality control.

Please note, both a refund and a resend will not be offered for the order. If the product arrives damaged, contact us immediately and we will request photos so we can rectify the issue and process compensation from our couriers where appropriate. *Please refer to section on refund policy. 

We do not offer refunds or returns on our balloons products once delivered. Our delivery partners always take a picture of the product during the delivery. 

Flower substitution

There may be times due to unforeseen circumstances, we see flower supplies reduced and experience sourcing challenges, which we will then need to place a temporary substitute of your favourite flowers if they are not available. BySahana will always communicate with you prior to the order being processed if such instances occur.

We will do the utmost to match the flowers and colour palettes using a mix of what is available and from our range of premium silk flowers. This will mean the flowers pictured on our website will not be the exact representation to the order you place during these circumstances. We will communicate with you before the order is processed.

Although the product images in our store display flowers in full bloom, some flowers may arrive as buds so that recipients can enjoy the experience and pleasure of watching the flowers open. The advantage of this is that the flowers arrive with an extended life ahead of them. We try our upmost best to uphold the high-quality presentation of all flower arrangements and so advise some flowers may need to arrive in bud to be in the best condition possible.

Cancellation Policy

Should you need to cancel your order, please refer to the following conditions:

1. 1. Notice has to be received by BySahana minimum 72 hours prior to the scheduled delivery date.
   2. Order cannot be cancelled once the product has already been prepared and is out for delivery with our courier.
   3. Cancellations received outside the applicable period, are void.
   4. Money will be refunded less $10 administration / credit card processing fee; however, you may request for the full refund value in the form of a gift voucher to use at our BySahana store online (bysahana.com) to avoid the admin fee. Call us anytime to discuss your options.
   5. Please note, if you add any personalised messages on our products, we will deduct $20 from the total order value.

Refunds 

We understand every situation is unique with special requirements and your queries or concerns are our priority. Please call our Customer Service on 0492 995 540 to discuss all matters surrounding your order and our friendly consultants will have a number of resolutions available for you and your situation.

All approved refunds for orders that are placed online or over the phone will be credited back to the original credit card used to purchase the order. Should you opt for the gift voucher option (See Cancellation Policy Point 4) the customer will need to confirm their email address where the voucher will then be sent by our Customer Service team.

For orders that are processed with the Afterpay payment option, refunds will be processed according to Afterpay’s refund policies. Further information can be found at AfterPay