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POLICIES
At Primrose & Peonies, we want to make sure you have the best shopping experience possible. Please take a moment to review our policies to ensure a smooth transaction.
RETURNS
Primrose & Peonies returns policy is 30 days after delivery, after this time we are unable to offer a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and still have original product tags to be still attached. To discuss a return, please contact us at admin@primroseandpeonies.com.au Several types of goods are exempt from being returned. These include: - Some sale items - Food products - Gift cards - Some health and personal care items To complete your return, we require a receipt or proof of purchase. Please note, while we take all the care possible to ensure that you receive your goods, we cannot take responsibility for any damages or loss incurred during delivery. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are return shipping an item valued over $75, we encourage you to consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee the safe arrival of your returned item. There are certain situations where only partial refunds are granted (if applicable): - Any item not in its original condition, damaged or missing parts for reasons not due to our error - Any item that is returned more than 30 days after delivery Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. DELIVERIES RETURNED TO US Occasionally an item that may been returned to us for one of the following reasons: - a card was left but there was no response from the recipient to arrange re-delivery - a card was left but the recipient did not pick the package up from the post office or newsagent - the recipient is not known at that address or has moved - address details are incorrect or insufficient - the recipient was in a hospital or hotel and has been discharged or checked out If a parcel has an incorrect address, our couriers may be unable to call the recipient to verify, and instead the parcel will be returned to us, or items cannot be re-directed while in transit and will need to be returned to us before being sent to the new/correct address, we will inform you via email within one week of the item being returned to us. An applicable re-delivery fee may be passed on to you to facilitate the delivery of the item to the same or an alternative address. Any perishable product orders returned to us for any of the reasons mentioned above cannot be cancelled and refunded. If you have any queries or concerns with the item (s) you have sent or received, please email admin@primroseandpeonies.com.au in the event that your item or its contents arrive damaged or faulty, we will happily replace, exchange or issue a credit depending on the extent of the damage. We will require photos so that we can better understand the extent of the damage or issues with the product. If it is necessary for the product to be sent back to us due to damage or being faulty, we will email you a return label to cover the cost of the shipping We will not be able to replace, exchange or issue a credit for any product that has been dispatched for more than 30 days. Please note that refunds will be credited back to the original credit card or Paypal account used. Orders cannot be cancelled once they have been prepared and are with our couriers for delivery.
REFUNDS
There are certain situations where partial refunds may be granted (if applicable): - Any item not in its original condition, damaged or missing parts for reasons not due to our error - Any item that is returned more than 30 days after delivery Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. MISSING REFUND If you haven’t received a refund yet, first check your bank account again. Then contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at admin@primroseandpeonies.com.au SALE ITEMS Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
PRIVACY
Our website is designed to make shopping online convenient and easy for our customers. Primrose & Peonies is committed to protecting and respecting the privacy of our customers. This commitment is demonstrated through our privacy policy. As you shop, you are guaranteed that we exercise transparency in our privacy practices. What information does Primrose & Peonies collect? We collect personal information and anonymous information. More specifically, we gather the following categories of information: •Registration information you provide when you opt-in to any Primrose & Peonies mailing lists and/or member pages. It includes your contact information. This also applies to other information relevant customer offers and/or surveys. •Information about your use of our services, which includes but not limited to your browsing information (such as your IP address and browser type) and data about your computer (such as your operating system and software installed on your computer). How does Primrose & Peonies collect information? We gather information you submit when you create an account, check out gift, participate in promos and surveys, and contact our team for enquiries and other concerns. How does Primrose & Peonies use the gathered information? Your information is processed at our office in Melbourne, Australia. Third parties we use such as Google, Stripe, Paypal, and Afterpay may also process your information. The pieces of information we gather are used to understand your needs and provide you quality service. These are primarily used for internal record keeping and delivery purposes. We may also use the information to send promotional emails about new gift and other products, special offers, and other information that might strike your interest. In some instances, we may also contact you for market research purposes to customise our website, products, and services according to your needs and preferences. Information we gather is used for statistical analysis only, through platforms such as Google Analytics. In no way do we or can we gain access to your computer files or any personal information, other than the information you provide to us. Who does Primrose & Peonies share your info with? Your personal information is kept confidential and is not shared with any third party, without your permission. Our website may contain links to third party websites, which we think might interest you. Please note however that once you leave our site, the information you share with other websites are subject to their privacy practices. Their privacy policy is different and not covered by our privacy policy. How does Primrose & Peonies secure your information? We are dedicated in ensuring that all information you provide to use are secured. To protect your information from unapproved access or disclosure, we have placed appropriate managerial, physical, and electronic measures. We use Stripe for processing credit card payments, and details of their Privacy Policy can be found here. Send us an email at admin@primroseandpeonies.com.au for any access or amendment request to your personal information or if you believe any of your personal data we hold is incorrect or incomplete, and would like to see this information, rectify it or have it deleted. By buying our products, you consent to our collection, use, and disclosure of any information you give. Any information you provide will be used only in accordance with this privacy policy. Primrose & Peonies may change this privacy policy from time to time as we see fit. Notice will be given to you on material changes. We utilise one of the most secure transaction channels available in the world today. Our Ecommerce service includes the following security features: We use Stripe as our credit card payment gateway. Credit card numbers are encrypted by Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure, and doesn’t share any credentials with Stripe’s primary services. Stripe is certified to the highest industry standards and has obtained regulatory licenses around the world, including AFSL in Australia. PayPal and Afterpay offer similar security and have information available on their websites in regards to their policies. What does this mean? This means that when you order from our website, you can rest assured that the highest security checks have been put in place to ensure that your details will not fall into the wrong hands. Links to other websites Our website may contain links to other websites of interest; however, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.