Refund Policy

Our Refund Principles

Weddings involve a lot of money, and couples deserve to know exactly what is refundable before they sign. This policy explains how Aisle & Arbor handles refunds on planning fees, floral design charges and any third-party costs we paid on your behalf. It sits alongside our Terms & Conditions and does not limit any rights you may have under the Australian Consumer Law.

Planning Fees

Our planning fees cover time spent on your wedding well before the event, which is why parts of the fee become non-refundable as work is completed:

• Booking deposit: non-refundable once paid, as it secures your date
• Second instalment: refundable in full up to 120 days before the event
• Final instalment: refundable only where we have not yet begun day-of preparation

Where we cancel an engagement ourselves, every fee you have paid is refunded in full within fourteen business days, no questions asked.

Floral and Styling Charges

Fresh flowers and hire items are purchased against your specific date, which means their refund window follows the supplier's terms. The following applies to floral and styling work:

• Design and consultation fees: non-refundable once mood boards are delivered
• Stem costs: non-refundable within ten days of the wedding date
• Hire items: refundable minus any damage charges on return
• Installation labour: refundable up to fourteen days out

Third-Party Supplier Payments

Where we have paid a photographer, band, venue or caterer on your behalf, refunds are governed entirely by that supplier's own contract. We will always help you chase a refund and provide documentation, but we are not able to release money we cannot recover ourselves. We recommend discussing cancellation terms with each supplier before booking.

How to Request a Refund

Refund requests should be sent in writing to our office at 171 Collins Street, Melbourne VIC 3000, or by email to aislerarbor@gmail.com, within thirty days of the event or the reason for the request. We will acknowledge every request within three business days and issue a written decision within fourteen. Approved refunds are processed by the original payment method and typically land within five to ten business days.

Disputes and Consumer Guarantees

If you are unhappy with a refund decision, please contact us first so we can review it fairly. Where a dispute cannot be resolved internally, we are happy to work with Consumer Affairs Victoria or, where the matter is not a minor one, with the relevant tribunal. Nothing in this policy excludes, restricts or modifies the consumer guarantees supplied by the Australian Consumer Law.