Refund policy

Refunds & Returns

At OPIUM, we take great care in the preparation and delivery of every order. Due to the nature of our products, the following refund policy applies.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Perishable Goods

Flowers and plants are perishable goods. For this reason, we do not offer refunds or exchanges for change of mind, including but not limited to:

  • Incorrect selection at the time of purchase

  • Preference changes after delivery

  • Variations in flower types due to seasonal availability

  • Orders delivered to an incorrect address supplied at checkout

Product images on our website are a guide only. While the overall style, colour palette, and value will be maintained, flower varieties may vary with the seasons.

Faulty or Damaged Orders

If your order arrives damaged, incorrect, or does not meet the description provided, please contact us within 24 hours of delivery.

To assist us, please include:

  • Your order number

  • Clear photographs of the product and packaging

  • A brief description of the issue

Once assessed, we may offer a replacement, store credit, partial refund, or refund in accordance with Australian Consumer Law.

Cancellations

Orders are prepared in advance to ensure quality and freshness.

  • Cancellations requested more than 48 hours before delivery may be eligible for a refund, less any costs already incurred.

  • Cancellations requested within 48 hours of delivery may not be possible. Where a cancellation can be accommodated, store credit may be offered at our discretion.

  • Same-day and event orders cannot be cancelled once preparation has commenced.

Delivery

Once an order has been delivered in accordance with the delivery instructions provided, responsibility transfers to the recipient. Refunds will not be issued for failed deliveries due to incorrect or incomplete delivery details.