Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase.
We stand behind the quality of our products and service so if for any reason you are not satisfied contact us within 14 days from the date of your purchase for a resolution which may include an exchange, credit note or refund. Due to their perishable nature, all fresh flower claims or enquiries must be made within 48 hours of purchase.
Refunds and exchanges will not be accepted without a valid invoice.
Returns Policy Criteria
To be eligible for a return,
- Your goods must be unused and in saleable condition.
- All goods must be in original packaging and all ticketing and swing tags attached.
- An invoice must be presented showing the purchase of the goods.
Damaged or faulty goods
In addition to manufacturers' guarantees on selected products, Koch and its suppliers provide a guarantee of acceptable quality on every product, by law. You are entitled to a replacement or refund for damaged or faulty goods.
Incorrect or missing items
If you have received an incorrect item or an item was missing, please contact our customer care department 1300 555 624.
Change of mind returns
If you wish to return an item because you have changed your mind about your purchase, Koch will offer you an exchange; credit note or refund provided that:
- You meet the returns policy criteria.
- Goods are returned at customer's expense.
Due to the nature of the following products, we will be unable to provide a refund or exchange on:
- Custom made and personalised products.
- Fragile items such as glassware, ceramics and mirrors which are being sent back by freight companies. You may return these goods into our store only.
- Clearance items.
Products Purchased in store
All products for return or exchange must be identified to the service desk upon entry into the store.
Products Purchased online, over the phone or through our sales network.
You must contact us for a Return Authorisation (RA) number. Goods may only be returned to our store if you have been given an RA number.
Refunds (if applicable)
Once your return is received and inspected and has a valid Return Authorisation number, we will raise a credit note. If you have requested a refund we will process the refund accordingly and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We will advise you once the refund has been processed from us.
Late or missing refunds (if applicable)
If you haven't received a refund yet, wait a couple of days and check your bank account again. Next 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.
Perfect Fresh Flower Promise (in store purchases only)
All our full priced fresh flowers are guaranteed for 7 days. If you're not 100% happy, return your fresh flowers (with receipt) and we'll exchange them.