.png)
Effective Date: 29.08.2026 Last Updated: 29.08.2026
This Refunds & Returns Policy applies to purchases made through the Bloomi marketplace, operated by Bloomi Collective PTY LTD (referred to in this Policy as “Bloomi”, “we”, “us” or “our”).
This Policy explains how cancellations, refunds, returns, replacements and other remedies are handled for Products purchased through Bloomi.
This Policy should be read together with our Terms & Conditions and any applicable Merchant-specific terms or policies.
Nothing in this Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL) or other applicable law.
Bloomi is a marketplace that connects customers with independent florists and floral businesses.
Products available through Bloomi may be:
Because of the nature of these Products, not every order can be cancelled or returned.
However, this does not affect your rights under the Australian Consumer Law. Where a Product does not meet applicable consumer guarantees, you may be entitled to a refund, replacement or another appropriate remedy.
Unless required by law or otherwise offered by the relevant Merchant, Bloomi and Merchants generally do not provide refunds, returns or exchanges simply because you have changed your mind.
This may include circumstances where:
Some Merchants may offer more flexible change-of-mind policies. Where this is offered, the applicable Merchant's policy will apply.
Nothing in this section limits any rights you may have under the Australian Consumer Law.
If you need to cancel an Order, contact Bloomi as soon as possible.
Whether an Order can be cancelled will depend on whether the Merchant has started preparing or fulfilling it.
A cancellation may not be possible once the Merchant has:
This is particularly relevant for fresh flowers and made-to-order Products, which may be prepared specifically for an individual Order and may not be capable of being resold.
If cancellation is possible, Bloomi will confirm whether a refund is available and the amount of any refund.
Where a cancellation or refund is required by law, your legal rights will apply regardless of whether fulfilment has commenced.
Fresh flowers are natural, seasonal and perishable.
As a result, flowers and arrangements may naturally vary from photographs or descriptions shown on Bloomi.
Reasonable variations may include differences in:
A florist may also make reasonable substitutions where a particular flower, foliage or material is unavailable, particularly where the Product is intended to use fresh and seasonal flowers.
These natural variations do not necessarily mean that a Product is defective or not as described.
However, natural variation does not remove your rights under the Australian Consumer Law. If a Product is materially different from its description, defective, not of acceptable quality or otherwise fails to meet applicable consumer guarantees, you may be entitled to a remedy.
If your Product arrives damaged, contact Bloomi as soon as reasonably practicable after delivery.
Where possible, please provide:
Photographs may assist Bloomi and the Merchant in determining the nature and cause of the damage and the appropriate remedy.
Please retain the Product and its packaging until Bloomi or the Merchant advises whether they need to be retained, where reasonably practicable.
If you believe a Product is defective, damaged, not of acceptable quality or has otherwise failed to meet applicable consumer guarantees, contact Bloomi as soon as reasonably practicable.
For fresh flowers, prompt notification is particularly important because flowers naturally change over time.
Bloomi or the relevant Merchant may ask for photographs or other reasonable information to help assess the condition of the Product.
Information that may be relevant can include:
Any assessment will take into account the nature of the Product and the circumstances of the complaint.
Nothing in this section limits your rights under the Australian Consumer Law.
If you receive a Product that is materially different from what you ordered, contact Bloomi as soon as possible.
This may include receiving:
Depending on the circumstances, you may be entitled to a replacement, refund or another remedy under the Australian Consumer Law.
Many Products available through Bloomi are handmade and contain natural materials.
Product photographs are intended to provide a representation of the Product. The final Product may not be identical to the photograph.
Reasonable differences may occur because of:
A reasonable variation does not necessarily constitute a fault or entitle you to a refund.
However, where a Product is materially or significantly different from its description or representation, you may have rights under the Australian Consumer Law.
Contact Bloomi if:
Bloomi may work with the relevant Merchant and delivery provider to investigate the issue.
Where a delivery problem results from incorrect or incomplete information provided by the Customer, including an incorrect address, recipient information or delivery instructions, the Customer may not be entitled to a refund or replacement.
This does not limit any rights available under applicable law.
If a delivery cannot be completed because of information or circumstances within the Customer's control, the Merchant may attempt to contact the Customer or recipient to arrange an alternative delivery where reasonably possible.
Additional delivery or redelivery charges may apply where permitted and where the failed delivery was caused by the Customer.
Fresh flowers and other perishable Products may not be capable of being stored indefinitely or repeatedly redelivered.
Where an Order cannot reasonably be delivered, Bloomi and/or the Merchant will determine what options are available based on the circumstances and applicable law.
Some Products may be prepared specifically for an individual Customer or recipient.
This may include:
Because these Products may be created specifically for an Order, change-of-mind cancellation or refunds may not be available once preparation has commenced, unless required by law.
This does not affect your rights where the Product is defective, faulty, materially different from its description or otherwise fails to meet applicable consumer guarantees.
Due to the perishable and made-to-order nature of many Products sold through Bloomi, a physical return will not always be practical or required.
Do not return a Product unless Bloomi or the relevant Merchant asks you to do so.
Where a Product needs to be returned, Bloomi or the Merchant will provide instructions regarding the return.
Where a return is required in connection with a valid consumer guarantee claim, return arrangements and any applicable costs will be handled in accordance with the Australian Consumer Law.able.
The remedy available will depend on the nature of the issue and applicable law.
Depending on the circumstances, a remedy may include:
Where a Product has a major failure, you may have the right to choose between a refund and replacement in accordance with the Australian Consumer Law.
Where a Product has a minor failure that can be remedied, the relevant Merchant may generally be entitled to provide an appropriate remedy within a reasonable time.
Bloomi and Merchants will not require a Customer to accept store credit instead of a refund where the Australian Consumer Law requires a refund.
Where a refund is approved or required, the amount will depend on the circumstances and the remedy required under applicable law.
Where only part of an Order is affected, the refund may relate only to the affected part of the Order, unless applicable law requires otherwise.
Where applicable, a refund may include relevant delivery or other charges associated with the affected Product or Order.
Approved refunds will generally be returned to the original payment method used to place the Order.
Once Bloomi processes a refund, the time it takes for the funds to appear in your account may depend on your bank, card provider or other payment provider.
Bloomi does not control processing times imposed by financial institutions or payment providers.
Where permitted by law, Bloomi or the relevant Merchant may offer an alternative remedy, such as a replacement or store credit, if you agree to that remedy.
If an Order was placed using a promotional code, discount, credit or other offer, any refund will generally be based on the amount actually paid for the affected Product or Order, subject to applicable law and the terms of the relevant promotion.
Where a refund affects the eligibility requirements for a promotion or discount, Bloomi may adjust the refund where permitted by the applicable promotion terms and law.
Gift cards and store credits may be subject to additional terms.
Where a refund is legally required, Bloomi will not substitute store credit for a refund where the Australian Consumer Law requires the refund to be made.
Individual Merchants may offer additional or more generous cancellation, refund or return terms.
Any Merchant-specific policy must comply with applicable law and cannot exclude or reduce consumer rights that cannot lawfully be excluded.
Where a Merchant provides more favourable refund or cancellation terms, those terms may apply to the relevant Order.
Bloomi and/or the relevant Merchant may investigate a refund or complaint before determining the appropriate remedy.
This may include reviewing:
You may be asked to provide reasonable evidence supporting your claim.
Bloomi will assess complaints fairly and in accordance with applicable law.
Customers should report problems as soon as reasonably practicable after discovering them.
For fresh flowers and other perishable Products, prompt notification is particularly important because the condition of the Product can naturally change over time.
Providing notice promptly allows Bloomi and the Merchant a reasonable opportunity to investigate the issue and determine an appropriate remedy.
A failure to immediately notify Bloomi does not automatically remove any rights you may have under the Australian Consumer Law.
Customers are responsible for ensuring that information provided when placing an Order is accurate.
This includes:
Customers should also follow any reasonable care instructions provided with their Product.
Bloomi and Merchants are generally not responsible for problems caused solely by incorrect information provided by the Customer or failure to follow reasonable care instructions.
This does not limit any rights available under the Australian Consumer Law.
If you believe you are entitled to a refund or have a problem with an Order, we ask that you contact Bloomi first where reasonably practicable so that we have an opportunity to investigate and resolve the issue.
You are not required to contact Bloomi first where doing so would be unreasonable or where you choose to exercise rights available through your payment provider.
Bloomi may investigate chargebacks, payment disputes and suspected fraudulent or abusive activity.
Nothing in this section limits any rights you may have under the Australian Consumer Law or applicable payment-provider rules.
Bloomi may investigate refund requests where there are reasonable grounds to suspect fraud, dishonesty or abuse of the refund process.
Where permitted by law, Bloomi may take appropriate action in response to fraudulent or abusive activity, including restricting or suspending an Account.
This does not affect legitimate consumer rights available under the Australian Consumer Law.
Bloomi operates a marketplace that connects Customers with independent Merchants.
Merchants are generally responsible for the Products they sell, including their preparation, quality, descriptions and fulfilment.
Bloomi may assist Customers with complaints, refund requests and other Order-related matters and may communicate with the relevant Merchant on the Customer's behalf.
The allocation of responsibilities between Bloomi and Merchants does not limit any rights or remedies available to Customers under applicable law.
Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.
Products sold through Bloomi come with consumer guarantees that cannot be excluded under Australian law.
Depending on the circumstances, you may be entitled to a replacement, refund, repair, price reduction or compensation where a Product fails to meet applicable consumer guarantees.
Where a Product has a major failure, you may have the right to choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage.
Where a Product has a minor failure, you may generally be entitled to have the issue remedied within a reasonable time.
If there is any inconsistency between this Policy and a mandatory requirement of applicable law, the mandatory legal requirement will prevail.
If you have a problem with your Order or wish to request a refund or other remedy, please contact us as soon as reasonably practicable.
Please include:
Order number:
Name:
Email address:
Description of the issue:
Photographs or other evidence, where applicable:
Bloomi Collective PTY LTD
Email: contact@bloomico.com.au
Where appropriate, Bloomi may refer your request to the relevant Merchant for assessment or resolution.
Bloomi Collective PTY LTD may update this Refunds & Returns Policy from time to time.
The latest version will be published on the Bloomi website and will apply from the date specified at the beginning of the Policy.
Changes to this Policy will not affect rights that have already accrued under applicable law.
Example error