Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@sydneyflowerwallhire.com.au. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

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 can always contact us for any return question at info@sydneyflowerwallhire.com.au.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@sydneyflowerwallhire.com.au.

1. Booking & Deposit

  • A booking is confirmed once a non-refundable deposit of 50% of the total hire cost is paid.

  • The remaining balance is due 10 days before the event date.

2. Cancellation by Customer
If you need to cancel your hire, the following rules will apply:

Time of Cancellation Refund or Fee Applies
4 weeks (28 days) or more before event date Full refund of payments made, minus the non-refundable deposit.
2 to 4 weeks (14-28 days) before event date 50% of the total hire fee must be paid. Any amount already paid beyond that will be refunded.
Less than 14 days before event date 100% of the hire fee is payable. No refund of payments already made.

3. Cancellation by OMG Decoration

  • If we (OMG Decoration) must cancel your booking (due to unforeseen circumstances), we will notify you as soon as possible.

  • You will receive a full refund (or credit toward another date) of all payments made.

  • We are not responsible for other costs you may have incurred (e.g., venue, other suppliers).

4. Rescheduling

  • You may request to reschedule your hire date once, subject to availability.

  • If rescheduling request is made with 14 days or more notice, no additional fee applies (beyond any difference in hire cost for the new date).

  • If rescheduling is requested less than 14 days before the event, a rescheduling fee of 25% of the total hire fee will apply.

5. No-Show / Missed Setup

  • If on the event day we cannot access the site (e.g. venue not ready / wrong address / no access) or the event is missed without prior notification, the full amount remains payable.

  • No refund or credit will be given in this circumstance.

6. Exceptional Circumstances

  • In the case of extreme weather, natural disaster, government restriction or other force majeure event beyond our control, either party may cancel or reschedule.

  • For such cancellations initiated by the customer, we will refund all amounts paid minus any costs already incurred (e.g. materials, labor).

  • For cancellations initiated by us, you will receive a full refund or credit.

7. Refund Processing

  • Refunds will be processed within 10 business days of cancellation notice and after verifying that all conditions of this policy are satisfied.

  • Any fees charged by payment providers (bank fees, etc.) will be deducted from refunds where applicable.

8. Communication & Agreement

  • All cancellations, rescheduling, or changes must be made in writing (email is sufficient).

  • By paying the deposit, you confirm you have read, understood, and agreed to this Refund & Cancellation Policy.

 

If you have any questions, disputes, or need to get in touch regarding this policy, contact us:

OMG Decoration
15 Euston St, Rydalmere NSW 2116
Phone: 0412 979 657
Email: info@sydneyflowerwallhire.com.au