According to the Law of Ukraine "Consumer Rights Protection" and Art. 707 of the Civil Code of Ukraine, flowers cannot be exchanged or returned:
- since flowers are quickly perishable goods, it is obvious that it is possible to preserve (their) presentation or properties only under special conditions;
- stuffed toys, food products (sweets, fruits, cakes) cannot be exchanged or returned in accordance with the Resolution of the Cabinet of Ministers of Ukraine dated March 19, 1994 No. 172.
Despite the fact that almost all delivered products are not available to return or exchange in accordance with the current legislation of Ukraine, returns, exchanges are made by the Company on its own initiative, reserving the right to refuse a return or exchange.
1. A complaint regarding the goods that order contained (except for flower products) could be taken up for consideration if it is submitted within 24 hours from the moment the order was completed
Since the Company cannot control the storage conditions of flowers after delivery completed, a complaint about the quality of flower products can be accepted only within 24 hours from the moment of order execution.
2. The order of interaction between the Company and the Client in case of a complaint:
The client sends his complaint to the Company's e-mail that is indicated in the "Contacts" section of the Company's website. Anonymous complaints with an incorrect order number that contain profanity and offensive language are not going to be considered.
The Company notifies the Client of the receiving a complaint by a reply letter, after the Company conducts an internal investigation of the situation within no more than 7 working days from the date of compaint receiving. After the investigation, the Company gives the Client the response to the complaint.
A complaint about the quality and freshness of flowers must necessarily contain 3-5 photographs, which could determine the condition of the flowers on the day the order was received. Photos sent after 24 hours from the moment of order execution are not going to be accepted. Photos must be sent through thу Company's e-mail indicated in the "Contacts" section of the Company's website
If the investigation concludes that client's claim has no basis, the Company is released from any obligations under this claim.
The consideration of the complaint may be suspended due to profanity, absense of responses from the Client within 7 days, absence or submission of photo proves outside the established time frame (if a photo is needed to consider the complaint).
3. Reasons for the order returning
The company does not provide any guarantees and disclaims responsibility regarding the delivery time on the days of high demand for services (Valentine's Day - February 13-15 and International Women's Day March 7-9) - these days all orders are delivered within one working day. The time of the delivery will be agreed with the Recipient by the phone call.
4. Poor quality product or the absence of any components of the order
If the flowers were not fresh at the time of the order delivery to the Recipient then the Client has the right to a full refund or to replacement of the delivered flower arrangement.
Provided that the Client fulfills paragrath 2 and if the client made a complaint about the quality of the delivered flower products later than 24 hours after the order was delivered, it is no longer accepted. Since the Company cannot control the storage conditions of flowers after the order was delivered,, and flowers belong to goods that are quickly spoilt, it is often the case that with high temperatures or improper care in 24 hours some types of flowers can wither.
5. Refund
If the investigation concludes that client's claim actually has the basis, the refund is made within 5 banking days from the moment the decision on the refund.
In case, if the Client paid for the Order with a debit or credit card the refund will also be made by returning the funds to the card the order was paid with (excluding the commission of the payment system). According to the payment system rules the funds will be credited to the Client's card within 30-45 days from the moment the decision on the refund is made.
The client has to provide the account details for the return to the company's e-mail specified in the "Contacts" section. Refunds will be made in accordance with paragrath 5.1. after the Client rpovides the details.
If the Company made a refund according to wrong payment details provided by the Client, the refund is considered completed in full, provided facts or documents confirming the refund by the Company exactly according the details provided by the Client.
3. Reasons for the order returning
The company does not provide any guarantees and disclaims responsibility regarding the delivery time on the days of high demand for services (Valentine's Day - February 13-15 and International Women's Day March 7-9) - these days all orders are delivered within one working day. The time of the delivery will be agreed with the Recipient by the phone call.
4. Poor quality product or the absence of any components of the order
If the flowers were not fresh at the time of the order delivery to the Recipient then the Client has the right to a full refund or to replacement of the delivered flower arrangement.
Provided that the Client fulfills paragrath 2 and if the client made a complaint about the quality of the delivered flower products later than 24 hours after the order was delivered, it is no longer accepted. Since the Company cannot control the storage conditions of flowers after the order was delivered,, and flowers belong to goods that are quickly spoilt, it is often the case that with high temperatures or improper care in 24 hours some types of flowers can wither.
5. Refund
If the investigation concludes that client's claim actually has the basis, the refund is made within 5 banking days from the moment the decision on the refund.
In case, if the Client paid for the Order with a debit or credit card the refund will also be made by returning the funds to the card the order was paid with (excluding the commission of the payment system). According to the payment system rules the funds will be credited to the Client's card within 30-45 days from the moment the decision on the refund is made.
The client has to provide the account details for the return to the company's e-mail specified in the "Contacts" section. Refunds will be made in accordance with paragrath 5.1. after the Client rpovides the details.
If the Company made a refund according to wrong payment details provided by the Client, the refund is considered completed in full, provided facts or documents confirming the refund by the Company exactly according the details provided by the Client.
The parties are released from their obligations under this Agreement due to the occurrence of force-majeure circumstances.
* - for example, a postcard cannot be exchanged or re-delivered, even if the courier for some reason did not deliver it .
6. Flower Replacement Policy
Due to the fact that some components of flower arrangements (bouquets) are seasonal and are not always available, these components can be replaced by other, most similar components, that are in the same price category and are available in the store at the Order delivery day. Replacement of any of the seasonal components is made without agreement with the Client.
If some flowers are missing when placing the order, they will be replaced with other flowers that are as similar as possible in color. In this cas, the total number of flowers in the composition (bouquet) can be changed. In case of this kind of a replacement the Company is guided by the cost of the flowers that are being replaced. If it is not possible to make an equivalent replacement, the replacement takes place in the “favor of the Client”.
Making any substitutions in the composition (bouquet), the Company pursues the goal of preserving the appearance and color range of the composition (bouquet) as much as possible.
Compositions of flowers, bouquets, baskets containing several types of flowers or several of flowers colors shades, as well as flower accessories (packaging, decor, etc.), decorative greenery, are replaced without agreement with the Client.
If most of the flowers are missing in the store for the ordered composition (bouquet), then the Company notifies the client about this by an e-mail, which client should indicate in the order. And agrees with they to replace flowers in the composition (bouquet) or offers the Client to choose another composition (bouquet). If the Company has not received a response from the Client regarding the replacement within 4 hours before the delivery time, the florist will compose a bouquet of flowers at their discretion, equal or higher in value to the bouquet (composition) ordered by the Client.
The company does not guarantee 100% identity of the delivered flowers composition (bouquet) with the photo that is placed on our website. We guarantee you the closest similarity of the delivered flowers composition (bouquet) with the photo that is placed on the website. We also guarantee the highest possible freshness of flowers in a composition (bouquet).