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:
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- Call Us 0492 995 540
- Text Message 0492 995 540
- Email us via contact form
- WhatsApp (international customers) +61 492 995 540
- Direct message us on Facebook or Instagram
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- Dissatisfaction of the product is communicated to BySahana Customer Service within two (2) days of delivery.
- 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.
- We are satisfied care instructions have been carried out.
- Original flowers are not disposed. BySahana will collect the original flowers to assist in quality control.
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- Notice has to be received by BySahana minimum of 5 days prior to the scheduled delivery date.
- Order cannot be cancelled once the product has already been prepared and is out for delivery with our courier.
- Cancellations received outside the applicable period, are void.
- Money will be refunded less $10 administration / 3% 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.
- Please note, if you add any personalised messages on our products, we will deduct $25 from the total order value.
- All event florals cancellations will need 8 weeks notice. The 50% deposit will be non refundable.