1. Account Eligibility and Requirements
ABN Requirement: To qualify for an account with Profresh, the ABN provided must correspond to the business name registered on the account. For individual ABN holders, please ensure that your ABN lists the business name associated with your floral trade or related services. Accounts registered with unmatched or non-business ABNs may not be approved.
Trade-Only Access: Profresh operates exclusively as a wholesale provider for floral trade and other businesses. All customers must meet the eligibility criteria to shop with us.
Application Approval Process: All account applications undergo a verification process to confirm eligibility which can take up to 7 business days. Profresh reserves the right to decline applications that do not meet our criteria for floral trade business status.
2. Ordering Policies
Pre-Order Requirements: To ensure product availability, orders should be placed at least 10 business days in advance. During peak seasons such as Valentine’s Day and Mother’s Day, we advise customers to place orders by the advised dates provided by our team when order forms are released.
Order Itemization: Orders must include itemized details such as flower variety, quantity, and colour. We are unable to process orders based solely on images; specific product details are essential to fulfill your request accurately.
Substitution Policy: If a product is unavailable, we may offer a comparable substitution. Our team will communicate substitutions in advance whenever possible to ensure they meet your requirements. Our team may not communicate substitutions if a stem length has been adjusted but the product remains the same. E.g,. Playa Blanca 50cm substituted for Playa Blanca 60cm
3. Pricing and Payment Terms
Pricing Validity: Prices are subject to change based on market conditions, seasonality, and supply availability. All prices are updated regularly to reflect current market conditions. All prices are communicated exclusive of GST.
Deposit and Payment Terms: For larger orders, a deposit may be required, typically set at 20% of the order value or a specified amount agreed upon with management. Deposit requirements are determined at the discretion of management. Full payment is due at the time of pickup or prior to delivery. Please note, card payments made over the phone via SecurePay will incur a 1.75% processing fee.
Discounts and Special Offers: Discounts may be available for bulk orders or seasonal pre-orders. Any special offers will be communicated through our digital channels, including email, text, or social media platforms.
4. Delivery and Pickup Policies
Delivery Options and Areas: Profresh offers delivery services within specific zones. Delivery fees and schedules vary depending on the region:
- Perth Metro: Delivery fee is $25.00.
- Rockingham (once a week): Delivery fee is $80.00.
- Regional Pack-Out Orders: All delivery fees are determined by third-party courier services. Profresh has no involvement in setting or estimating these fees. Any courier charges will be passed directly to the customer through an invoice.
Third-Party Courier Liability:
Once an order is collected by a third-party courier, Profresh is no longer responsible for the goods. Any disputes or claims regarding delivery should be directed to the courier provider. Please note, Profresh does not offer credits or refunds for goods not delivered by third-party couriers.
Pickup Timelines: Orders can be picked up during business hours. Identification may be required for order collection. Unclaimed orders will be subject to cancellation policies.
Risk and Liability: Once products leave Profresh premises, responsibility for their care and handling transfers to the customer. To maintain the quality of our flowers, we recommend handling them with care and following our guidance on proper care practices. Profresh is not responsible for any issues arising from handling that does not adhere to our recommended specifications.
Interstate Shipping Restrictions: Fresh flowers are available only for delivery within WA. Preserved products and supplies are eligible for interstate delivery. Shipping costs and estimated delivery times will be provided upon order confirmation.
5. Returns, Refunds, and Cancellations
Cancellation Policy: Cancellations will incur a fee equal to 75% of the sale price of cancelled goods where it is no longer possible for Profresh to modify orders with its upstream suppliers. Please take note of the cancellation date provided in your initial order response email. Where Profresh is able to cancel product from its suppliers, Profresh will waive this fee at its discretion.
Cancellations on the day of order
a) Cancellations on the day of collection will be subject to a cancellation fee at the discretion of management. You will not be charged a cancellation fee for items that have been substituted on your behalf. In most cases, you will be allowed to swap with items from our Showroom to ensure we best meet your needs.
Specialty Items
b) Specialty items such as luxury roses, tinted roses, David Austin rose varieties, Japan, NZ and or Holland imports must be cancelled a minimum 14 days prior to collection. Late cancellations for these items will be subject to a cancellation fee.
Refunds and Quality Claims
In-Store Credits
At Profresh, we strive to maintain high-quality standards across all our products. However, should any faults occur, we will issue a store credit for the full purchase value of any goods deemed faulty at the time of purchase, provided the following conditions are met:
- Notice of faulty goods must be received via email within 24 hours of purchase, accompanied by clear photographic evidence documenting the fault and the number of stems affected.
- Alternatively, faulty goods may be returned to the point of purchase within 24 hours for our team to assess.
Clearance Items and Seconds Flowers
No credits or refunds will be issued for clearance items, including both perishable and non-perishable products. All discounted clearance items are final sales. Customers are responsible for thoroughly assessing clearance items before purchase, as they assume the risk associated with purchasing seconds products.
Refunds
For fresh flowers, preserved flowers, and floral supplies deemed faulty, a store credit will be issued to your customer account. If you have an outstanding balance, the credit will be deducted from the payable amount. Please note, we do not offer credits or refunds for change of mind.
6. Product Availability and Substitutions
Seasonal Availability: Product availability varies due to seasonal changes, weather, and supply chain factors. We recommend planning accordingly for peak seasons.
Substitutions for Seasonal Items: Profresh aims to fulfill orders as requested; however, substitutions may be necessary due to product availability, shipment schedules, and seasonality. Our team will recommend suitable substitutions at the time of order placement or seek your approval when needed. During order fulfillment, substitutions may be made on your behalf, such as adjustments in stem length or swapping similar products (e.g., substituting one white rose for another).
At the start of your scheduled week, you will receive an order confirmation with itemized details, including any substitutions and notes from suppliers. If there are significant shortfalls, a sales team member will contact you on Monday to discuss available substitute options. Additional selections from our showroom are also available at pickup.
7. Bucket Policy
Profresh does not loan buckets. Customers are welcome to swap buckets of the same type and size at the time of collection. If you do not have buckets to swap and wish to take your goods in Profresh buckets, the cost will be added to your invoice or account.
All bucket purchases are final sale, and Profresh does not offer refunds or credits for buckets purchased.
We encourage customers to bring their own buckets when shopping or collecting orders.
8. Privacy Policy
Data Collection: Profresh collects and stores customer data to process orders and enhance the customer experience. We are committed to data protection and will not share your information with third parties without your consent.
Communication Consent: By creating an account, you consent to receive updates, newsletters, and other communications related to your account and orders.
9. Intellectual Property
All content, including but not limited to text, images, logos, designs, and graphics on the Profresh website, is the exclusive property of Profresh. Reproduction, distribution, or use of our intellectual property without written consent is prohibited. Unauthorized use of Profresh’s branding, logos, and proprietary materials will result in legal action to protect our brand integrity. We monitor competitors to ensure that our intellectual property, including unique content, design elements, and brand presentation, remains exclusive to Profresh. Any similarities to our content may be pursued legally.
10. Liability Disclaimer
Product Quality and Handling: Profresh ensures product quality at the point of sale. Floral products are perishable and sensitive to temperature, handling, and environmental factors. Profresh is not liable for product degradation due to mishandling after pickup or delivery or due to natural faults in the product.