Returns & exchanges
Every order is prepared and packed with care. Because of the nature of what we make, our returns and exchange policy varies depending on the item purchased.
Flowers
As flowers are fresh, perishable products, we're unable to offer returns, refunds or exchanges for change of mind.
Flowers are a natural product, so their colour, size and appearance may vary slightly from the images shown online. Depending on seasonal availability, we may also substitute particular flowers while maintaining the overall style, colour palette and value of your arrangement.
If your flowers arrive damaged, are incorrect or you have concerns about their freshness, please contact us within 24 hours of delivery. Include your order number and clear photos so our team can assess the issue and arrange an appropriate solution.
Candles and non-perishable gifts
We accept exchanges on candles and other non-perishable gift items within 30 days of purchase.
To be eligible for an exchange, the item must be:
- Unused and in its original condition
- In its original packaging
- Accompanied by proof of purchase
Margarita mixes and consumable products
Due to food safety requirements and the perishable nature of consumable products, margarita mixes and other food or drink products cannot be returned or exchanged for change of mind.
If your product arrives damaged, faulty, expired or different from what you ordered, please contact us as soon as possible with your order number and photos of the product and packaging.
Damaged or incorrect orders
Please check your order as soon as it arrives. If an item is damaged, faulty or incorrect, contact us at hello@elbotanical.com.au with:
- Your name and order number
- A description of the issue
- Clear photos of the item and its packaging
Australian Consumer Law
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law. Where a product is faulty, damaged, unsafe, not as described or otherwise fails to meet a consumer guarantee, you may be entitled to a remedy.
Get in touch
Questions about an order? Email hello@elbotanical.com.au and we'll sort it out.