The return policy for Gifts, with the exception of flower arrangements, as well as products that, in accordance with the requirements of the law, are not subject to return is as follows:
According to the Law of Ukraine "On the Protection of Consumer Rights", the product can be returned within 14 days from the moment of purchase.
We will refund you the money for the purchased product or exchange it for any other product subject to the following conditions:
- preservation of packaging, labels and factory marking.
Review of complaints from our customers
The procedure and deadlines for submitting a complaint about the quality of a flower arrangement:
1. A complaint about the quality of a bouquet or other goods can be filed within the 6th hour after delivery (this time should be enough for flowers to wither without proper care).
1.1. Complaints about quality and freshness must necessarily contain photos. Photos sent after 6 hours from the moment of the order are not considered. Photos (with an indication of the order number and the name of the payer) can be sent in accordance with the contact information on the "Contacts" page. Complaints from third parties are not accepted for consideration.
1.2. Complaints about late delivery are accepted only if the delivery is paid "on time" in the order. In other cases, delivery is agreed with the recipient and can be postponed to a time convenient for the recipient.
The procedure and deadlines for considering a complaint:
2. We try to respond to complaints from our customers as quickly as possible, so the maximum time for handling a complaint is 24 hours.
2.1. If, at the time of delivery of the order, the flowers already had an inappropriate appearance, the customer has the right to demand a complete replacement of the products or to demand a full or partial refund.
2.2. If one of the goods is missing from the delivered order, the company will redeliver the missing goods at its own expense.
2.3. A photo report of delivery is not a mandatory service, and the absence of a photo report cannot be a reason for a complaint.
Refund procedure and terms:
3. The return is made within 3 days from the moment of the decision to return.
3.1. When returning funds, the commission of the payment system / bank is charged at the expense of the buyer. The buyer can also refuse the physical return of funds, provided that the funds that were subject to return are taken into account in the buyer's balance for the purpose of making new orders in the future. In this case, the payment system fee is not charged.
3.2. If the return is made for the following reasons:
- the recipient's refusal to receive the bouquet
- it is not possible to call the recipient (the subscriber does not answer or there is no contact with him) and there are no alternative means of communication / phone numbers
- the recipient is outside the country/city and cannot accept the bouquet
- the customer changed his mind about giving a bouquet
In such cases, payment for the company's services will be withheld, which can be from 40% of the order value to 100% of the order value. The amount of the refund depends on the size of the material costs incurred by the company to fulfill the order.
In some cases, we can leave money on the client's balance without charging the company and payment system / bank fees.
The refund is made only to the payer and cannot be paid to third parties.