Return Policy
Your satisfaction is our priority. Learn about our approach to returns and exchanges.
Last updated:
Your Statutory Rights
If you are a consumer (buying for personal or household use), your rights under the Consumer Guarantees Act 1993 (CGA) apply in addition to this policy. The CGA gives you guarantees that goods and services are of acceptable quality, fit for purpose, and match their description. Where goods or services fail to meet these guarantees, you may be entitled to a remedy (such as refund, replacement, or repair). This return policy does not limit or replace those statutory rights. For more information on your rights, see consumerprotection.govt.nz.
Our Commitment
At Zoerrluminousex, we take great care in creating and delivering beautiful floral arrangements. We are committed to your satisfaction and stand behind the quality of our work. If you are not completely happy with your order, please contact us.
Perishable Nature of Flowers
Please note that flowers are perishable natural products. Due to their delicate nature, traditional returns are not possible. However, we have policies in place to ensure your satisfaction with every order.
Quality Concerns
If you receive flowers that do not meet our quality standards, please:
- Contact us within 24 hours of delivery
- Provide photographs of the arrangement
- Describe the issue you have experienced
We will assess each case individually and may offer:
- A replacement arrangement
- A partial or full refund
- Store credit for future orders
Delivery Issues
If there are issues with your delivery, such as:
- Non-delivery or missed delivery
- Delivery to incorrect address (due to our error)
- Significant delay causing damage to flowers
Please contact us immediately and we will work to resolve the situation promptly.
Order Cancellations
You may cancel your order under the following conditions:
- More than 48 hours before scheduled delivery - full refund
- 24-48 hours before delivery - 50% refund
- Less than 24 hours before delivery - no refund (flowers already prepared)
Custom and wedding orders may have different cancellation terms as specified at the time of booking.
Substitutions
Due to seasonal availability, we may need to substitute certain flowers. We will always:
- Substitute with flowers of equal or greater value
- Maintain the overall style and colour palette
- Contact you for significant changes if time permits
Substitutions are not grounds for returns or refunds.
How to Request a Resolution
To request a refund, replacement, or discuss any concerns:
- Email us at serviceteam@zoerrluminousex.world with your order details
- Include photographs if applicable
- Describe the issue clearly
- Allow 2-3 business days for our response
Refund Processing
Approved refunds will be processed within 5-7 business days using the original payment method. Bank processing times may vary.
Disputes
If you are not satisfied with our response, you may contact the Consumer Protection service or the Disputes Tribunal (for eligible claims) for information on your options under New Zealand law.
Contact Us
For any questions about our return policy, please contact us:
Zoerrluminousex
65 Mackelvie Street, Ponsonby, Auckland 1021, New Zealand
Email: serviceteam@zoerrluminousex.world
Phone: +64 9 218 9846