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. Refunds and Quality Claims

We’re committed to providing high-quality flowers and supplies and to resolving any issues quickly and fairly.

Quality Issues
If a product is deemed faulty at the time of purchase, we will issue a store credit for either the full purchase value or the proportional value of the affected product, provided one of the following applies:

• We are notified within 24 hours of purchase via email, with clear photos showing the fault and the quantity affected; or
• The faulty product is returned to the point of purchase within 24 hours for assessment by our team.

Box Deal Pricing – Preserved Flowers & Supplies
Where preserved flowers or supplies are purchased as part of a full box deal at a discounted price, any faulty product must be returned to Profresh for replacement.

• Faulty items will be replaced with like-for-like product, where available.
• If replacement is not possible, a proportional store credit will be applied.

Clearance Items
All clearance items, including fresh flowers, preserved flowers, and supplies, are final sale.

• No refunds or store credits are offered on clearance items.
• Customers are encouraged to assess clearance products carefully prior to purchase, as these items are sold as-is.

Refunds & Store Credits
For fresh flowers, preserved and floral supplies confirmed as faulty, a store credit will be applied to your customer account.

• If your account has an outstanding balance, the credit will be deducted from the amount payable.
• We do not offer refunds or credits for change-of-mind purchases.
• All store credits are valid for six (6) months from the date of issue. Any unused credit after this period will expire.

 

6. Cancellations

We understand plans can change. Our cancellation policy reflects the nature of perishable goods and supplier commitments.

Order Cancellations
If all or part of an order is cancelled after confirmation, a cancellation fee of up to 75% of the value of the cancelled goods may apply where we are unable to amend or cancel the order with our suppliers.

• Cancellation cut-off dates are outlined in your order confirmation email.
• Where we are able to cancel or amend product with suppliers, the cancellation fee may be waived at Profresh’s discretion.
• Cancelled items may be swapped for available showroom stock of similar value to avoid a cancellation fee.
• No cancellation fee applies to items that have been substituted on your behalf due to availability.

Specialty & Imported Items
The following items require a minimum of 14 days’ notice for cancellation:

• Luxury and premium rose varieties
• Tinted or treated roses
• Dyed or sprayed Phalaenopsis
• David Austin roses
• Premium imported product from Japan or New Zealand ordered specifically to fulfil a customer request

Late cancellations of these items will incur a cancellation fee of up to 75% of the sale price, as they are ordered specifically for customers and cannot be returned to suppliers.

 

7. 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 fulfil 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.

 

8. Holds

Our Holds Trolley service is designed to support last-minute needs while managing limited showroom stock fairly.

Payment & Eligibility
The Holds Trolley applies to last-minute requests placed over the phone, where product is allocated from showroom fridge stock.

• Full payment is required at the time of ordering.
• Once payment is received, items will be placed on a holds trolley for collection.

Hold Timeframes

• Regular Trading Periods
  Purchased product will be held for 24 hours after the customer’s confirmed collection time. Orders not collected within this timeframe will be released back to the showroom.
• Peak Trading Periods
  During the two weeks leading up to major trading days (including Valentine’s Day, Mother’s Day, and Christmas), Product on the Holds trolleys are strictly limited to 24 hours. Uncollected product after 24hours will be returned to the showroom.

Cancellation & Non-Collection
If a holds trolley order is cancelled or not collected within the applicable timeframe:

• The order will be treated as cancelled.
• A cancellation fee equivalent to 75% of the order value will apply.
• The remaining 25% will be issued as a store credit to the customer’s account.
• The product will not be provided.

 

9. Bucket Policy

To keep things simple and consistent, Profresh does not loan or sell buckets.

• Customers may exchange buckets of the same type and size at the time of collection.
• Exchanged buckets must be clean and in reusable condition.

We encourage customers to bring their own buckets when shopping or collecting orders.

 

10. 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.

 

11. 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.

 

12. 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.