Grumley’s Gifts and Petals Network Pty Ltd and their Members reserve
the right to make fair and reasonable substitutions according to the
practical availability of items and containers worldwide. This
document outlines Grumleys Gifts and Petals Network's Policy for
Order Substitutions as a guideline for Members.
FLOWERS
When a florist Member receives a flower order from Petals
Network or Grumley's Gifts, every effort must be made to create an arrangement of the shape, size
and colour and using any flower varieties specified, according to the order
description. Specific flower types may be indicated on the order, either by
actual description or in the content of an item from the Petals Network
Selection Guide.
In the case where a specific flower type or colour is
unavailable within the given time frame of delivery, substitutions may be made
within the arrangement to achieve the same overall shape, style and colour
effect and to ensure that the order is delivered on time.
Except where the customer has indicated that there be
no substitution, Petals members will always give priority in
decreasing
order of importance to:
- delivery time of the order, followed by
- colour preferences, followed by
-
the overall style of the arrangement, followed by
-
specific flower varieties
Flowers of a similar shape, size and value but different
type and colour may be used if other flowers in the arrangement substitute for
that colour and the overall effect of the arrangement is maintained.
In arrangements of a single flower variety (eg rose
bouquet), the flower variety will take precedence over colour.
A second choice is highly
recommended for all orders to allow for any difficulty in supplying the order to
exact specification and to avoid unnecessary delays in delivery. This is
especially important for orders of Roses, Tropical and Natives.
Orders must always be done to the full retail value
of the order.
GIFTBASKETS/GIFTS
The images shown on the website are a representation of the item that will be
sent. Although we display a list of contents of each basket/gift
we also reserve the right to substitute products that may be
unavailable or out of stock, without notice to the customer, but we guarantee
the replacement item will be to equal or greater value than the original item.
If the item ordered in a for a baby and no colour preference
has been made in the order a neutral selection will be sent. There will be no
complaints/replacements entered into if the colour was not given on the original
order.
COMPLAINTS
Quality complaints must be received within 2 weeks of delivery. A quality
complaint is anything to do with an order that was delivered including but not
limited to poor quality, missing items, expired items, wrong items, and value of
items and so on. A photo is highly recommended for quick resolution to quality
complaints.
Non delivery complaints must be received within 2 months of the delivery date.
Complaints received after this time frame will be considered on an individual
basis, however after this time there is no guarantee of compensation.
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