Grumleys Gifts Substitution Policy

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:

1. delivery time of the order, followed by
2. colour preferences, followed by
3. the overall style of the arrangement, followed by
4. 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.