According to the Law of Ukraine “On Protection of Consumer Rights” and Art. 707 of the Civil Code of Ukraine, flowers are not subject to exchange or return:
– since flowers belong to goods that quickly deteriorate, it is obvious that it is possible to preserve (their) presentation or properties only in special conditions;
– children’s soft toys, food products (sweets, fruits, cakes) are not subject to exchange or return in accordance with CMU Decree of March 19, 1994 No. 172.
Despite the fact that virtually all delivered products cannot be returned or exchanged in accordance with the current legislation of Ukraine – the company makes returns, exchanges on its own initiative, leaving the right to refuse to return or exchange.
1. A complaint regarding the goods that were on the order (except for flower products) can be accepted for consideration if it is filed within 24 hours from the date of execution of the order
Since the Company cannot control the storage conditions of flowers after they are served, a complaint about the quality of flower products can be accepted only within 24 hours from the moment the order is completed.
2. The procedure for the interaction of the Company with the Client in the event of a complaint:
The client sends his complaint to the e-mail of the Company indicated in the “Contacts” section on the Company’s website. Anonymous complaints, with an incorrect order number, containing non-normative vocabulary, and also offensive expressions are not considered.
The Company notifies the Client of the receipt of the complaint in response letter, after which it conducts an internal investigation of the situation within no more than 7 business days from the receipt of the complaint. After an investigation, the Company gives the Client a reasoned response to his complaint.
A complaint about the quality and freshness of flowers must necessarily contain 3-5 photos, from which you can determine the condition of the flowers on the day you receive the order. Photos sent after 24 hours from the moment of order execution are not considered. Photos must be sent to the e-mail of the Company indicated in the “Contacts” section on the website of the Company
In the event that after the investigation it became clear that the customer’s claim has no reason, the Company shall be released from obligations under this claim.
Consideration of a complaint may be suspended due to profanity, lack of response from the Client within 7 days, absence or provision of a photograph not in due time (if a photograph is needed to review the complaint).
3. Reasons for the moment of return
The company does not give any guarantees, and disclaims responsibility regarding delivery time on days of mass demand for services (Valentine’s Day – February 13-15 and International Women’s Day March 7-9) – on these days all orders are delivered within days, by calling the Recipient and agreeing the delivery time with him.
4. Defective goods or the absence of any components of the order
If the flowers were not fresh at the time of delivery of the order to the Recipient, the Client has the right to a full refund or to replace the delivered flower arrangement. Provided that the Client fulfills paragraph 2 and if the client complained about the quality of the delivered flower products later than a day after the delivery of the order, it is no longer accepted for consideration. Since the
Company, after the delivery of the order, cannot control the storage conditions of the flowers, and the flowers are quickly spoiled goods, it is a common occurrence that at high temperature or not properly maintained, after a day, some types of flowers may fade.
5. The procedure for the return of funds
In the event that after the investigation, it became clear that the customer’s claim is valid – the refund is made within 5 banking days from the date of the decision to return the funds.
If the Client paid the Order with a debit or credit card, the refund will also be made by returning the funds to the card with which he made the payment of the Order (minus the payment system commission). According to the regulations of the payment system, funds will be credited to the Customer’s card within 30-45 days from the moment the decision to refund was made.
The customer must send the details for the return to the company’s e-mail address indicated in the “Contacts” section. Refunds will be made in accordance with paragraph 5.1. after the Client sends the details.
If the Company made a refund on erroneous payment details that were provided by the Client, the refund is considered to be completed in full, if there are facts or documents confirming that the Company returned the refund according to the details provided by the Client.
The parties are released from obligations under this Agreement due to force majeure circumstances.
* – for example, a postcard cannot be exchanged or delivered, even if the courier did not hand it in for any reason.
6. Flower replacement policy
Due to the fact that some components of flower arrangements