Refund policy

Last Updated: September 22, 2026

At Stem & Cellar, every gift arrangement is handcrafted and prepared to order, often for a specific occasion or recipient. Because of this, we're unable to offer change-of-mind returns — but we do stand behind the quality of our products, and this policy sets out exactly when a refund, replacement, or other remedy applies.

This policy should be read alongside our [Shipping Policy], which covers delivery timeframes, alcohol delivery requirements, and address accuracy.

Change of Mind

Because our products are individually prepared and often personalised, we do not accept returns or provide refunds where:

You change your mind
You selected the incorrect product or variant
You no longer require the gift
The recipient does not like the product
The product is no longer needed after the occasion has passed

We encourage you to carefully review product details, personalisation, and delivery information before placing your order.

Order Cancellations & Changes

Because production begins shortly after an order is placed, we can only accommodate changes or cancellations within a limited window.

To request a change or cancellation, contact us as soon as possible after placing your order.
Once an order has entered production, we may be unable to change, cancel, or refund it, as materials and personalisation may already be committed.
We'll always do our best to accommodate a request where production hasn't yet begun.

Faulty, Damaged, or Incorrect Orders

If your order arrives damaged, faulty, or significantly different from what was described or shown at the time of purchase, please contact us within 48 hours of delivery with:

Your order number
A description of the issue
Clear photos of the product and its packaging as received

We'll assess the issue and determine the appropriate resolution, which may include a replacement, repair, partial refund, or full refund depending on the nature of the problem (see Section 8, Australian Consumer Law).

Damage During Delivery

We take great care in preparing and packaging every order, but occasionally damage can occur in transit. If this happens, please follow the same process as Section 3 — contact us within 48 hours of delivery with your order number and photos of both the product and the outer packaging. This helps us assess whether the issue occurred in transit or during handling, and helps us follow up with our courier where needed.

Non-Delivery & Failed Delivery

If your order does not arrive by the estimated delivery window, please contact us so we can investigate with our courier.

Please note that redelivery or return-to-sender fees may apply, and are the customer's responsibility, where a delivery fails or is delayed due to:

An incorrect or incomplete address supplied at checkout
No suitable person available to receive the delivery
For alcohol-containing orders, no person 18 years or older being available to accept delivery and pass ID verification (see our Shipping Policy for full alcohol delivery requirements)

Refunds are not provided for non-delivery caused by inaccurate information supplied by the customer. Please see our Shipping Policy for full detail on address accuracy and re-delivery.

Artificial Flower Arrangements & Product Variation

Stem & Cellar arrangements use artificial flowers designed to be long-lasting keepsakes. As each arrangement is handmade, minor variation may occur in:

Flower placement and arrangement style
Colour, due to natural variation in materials and screen display differences
Material availability, where a specific stem, ribbon, or accent may occasionally be substituted for one of equal or greater quality and value if it is unavailable at the time your order is prepared

These variations are a normal part of the handcrafted nature of our products and are not considered faults. If we make a substitution that meaningfully changes the character of your arrangement, we will use our best efforts to contact you first.

Alcohol Products

Alcohol products included in Stem & Cellar arrangements are supplied in their original, unopened manufacturer packaging.

We cannot accept returns of alcohol, or provide a refund on the alcohol component of an order, where:

The bottle has been opened
The product has been consumed, even partially
The product has been damaged after delivery due to handling by the customer or recipient

Where an alcohol product arrives damaged or faulty, please contact us within 48 hours of delivery with supporting evidence, per Section 3.

Personalised Gifts

Where a product includes a personalised message, name, or other customisation supplied by you at checkout, we are unable to accept returns or provide a refund for:

Spelling or wording errors supplied by the customer
Change of mind after personalisation has been applied

Please carefully review all personalised details before submitting your order. If you notice an error immediately after placing your order, contact us right away — we may be able to correct it before production begins.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law (ACL), and our goods and services come with guarantees that cannot be excluded under the ACL.

Where a product has a major failure — for example, it is significantly different from its description, or is unsafe or unfit for its intended purpose — you are entitled to choose between a replacement, a refund, or compensation for any drop in value.

Where a product has a minor failure, we will remedy the issue within a reasonable time, which may include a repair, replacement, or refund at our discretion.

Nothing in Sections 1, 2, 6, 7, or 8 of this policy is intended to limit these rights; those sections describe circumstances that are not, in themselves, a failure to meet a consumer guarantee.

Refund Processing

Where a refund is approved:

Refunds are issued to the original payment method used at checkout.
Approved refunds are processed within 5–10 business days, though your bank or payment provider's own processing times may add further delay.
Refunds are issued only after an issue has been assessed and approved in line with this policy.

Contact Us

For returns, refunds, delivery issues, or any other order concerns, please contact:

Stem & Cellar
Melbourne, Victoria, Australia

PO BOX 467, Greensborough VIC 3088

Email: info@stemandcellar.com