Susan Avery — Refunds and Returns

At Susan Avery we pride ourselves on the quality of our products and services.

With almost 40 years experience, Susan Avery ensure only the freshest and highest quality flowers are hand selected and bought each day.

While we only buy the best and freshest of flowers it is important to remember that flowers are a perishable, natural product. Accordingly, they react to their immediate indoor environment and external weather conditions.

Unfortunately once we dispatch our flowers any number of changes in condition may result in their longevity being reduced.

Followed care instructions thoroughly in order to increase the life span and enjoyment of your flowers. To assist in prolonging their life, we recommend cutting the stems on a sharp angle; and changing the water in the vase every two days. Air conditioning, extreme heat or changes in climate may also have an adverse effect on the flowers. Unfortunately, with all the possible variables, it is difficult for Susan Avery to guarantee the flower quality in every case.

Three Day Return Policy

On average, the flowers should last between 3 and 7 days. Should your flowers perish within three (3) days of the delivery date and we are satisfied that all care instructions provided have been followed, Susan Avery will be happy to resend those flowers.

At Susan Avery we reserve the right to request photos or images of the original flowers. Also, we require that any dissatisfaction with the freshness of the flowers be communicated to us within 3 days of delivery.

To assist us in quality control, it is our policy to collect the original flowers. Regretfully, we cannot arrange a resend of fresh flowers to you if the original flowers are disposed of or images are unavailable.

Rose Varieties

Flowers come in all shapes and sizes. In particular, some roses open fully and some remain closed. Some rose varieties are quite fragrant, others are attractive for their beauty and elegance. It is important to note that the selection of roses in cooler months is not as vast as it is in the warmer, summer months and, accordingly, winter roses are generally less fragrant. This does not mean they are of a lesser quality, they are simply a different variety that should be admired for their natural characteristics and for the loving intentions with which they were sent.

Cancellation Policy

Should you need to cancel your order, money will be refunded less a $50 administrative fee, only if notice is received by Susan Avery at a minimum 24 hours prior to the scheduled delivery date.

Note that we are unable to cancel orders that are already prepared and are with our courier for delivery. Cancellations received after the applicable period stated above (for instance, if delivery is on the same day) are void. You may opt for the full refund value to be issued in a form of a gift voucher to avoid administrative fee.


As each flower is unique, so too, are your special requirements and concerns surrounding your order. Please email us at [email protected] to discuss any queries or concerns you may have in relation to your flowers sent or received.  A number of resolutions may be available to you and are subject to your particular situation.

All refunds for orders placed online or over the telephone are credited back to the original credit card on which the order was purchased or to the paypal account, if that form of payment is selected. Refunds for in-store purchases may be processed through the original credit card for which the order was purchased or by EFTPOS only. A voucher to the same amount paid will be issued for all cash purchases.