This refund policy is an integral part of Public Agreement.
According to the Law of Ukraine "On Protection of Consumers' Rights and Art. 707 of the Civil Code of Ukraine, the flowers cann't be exchanged or returned:
- Because the flowers are perishable goods, it's obvious that maintain or presentation properties is only possible under special conditions;
- Children's soft toys, food (candy, fruit, cakes) cann't be exchanged or refunded in accordance with the Resolution of the Cabinet of Ministers of the 19th of March, 1994 № 172.
Despite the fact that virtually all of the supplied products aren't able returned or exchanged according to the current legislation of Ukraine - refunds, exchanges and devilery again company does on its own initiative, reserving the right to refuse a refund or exchange.
1. The complaint regarding goods that were in the order (except for flower products) can be accepted for consideration if it's filed within 3 days from the date of the delivery.
2. Since the Company can’t control the conditions for the storage of flowers after their delivery, a complaint about the quality of the flower products can be accepted for consideration if it's filed within one day (24 hours) from the date of the delivery.
3. Procedure of Company’s interact with the Customer in case of complaint
3.1. The client sends a complaint to the Company's e-mail specified in the "Contacts" page on the Company's website. Anonymous complaints, with the wrong order number (or without), contain profanity and offensive language aren't considered. Complaints over the phone are not accepted and no response is provided.
3.2. The Company shall notify the Client of the receipt of the complaint by reciprocal letter, and then perform an internal investigation into the situation in a period of not more than 7 working days from receipt of the complaint. After investigation, the Company gives the Customer a reasoned answer to his complaint.
3.3. The complaint about the quality and freshness of the flowers must necessarily contain 2-3 photographs, on which it is possible to determine the state of flowers on the day of delivery the order. Photos sent after 24 hours after the delivery of the order are not considered. Photographs must be sent to the company's e-mail specified in the "Contacts" page on the Company's website
3.4. If after the investigation it became clear that the client's claim has no grounds, the Company is relieved of the obligations under this claim.
3.5. The consideration of the complaint may be suspended because of the profanity, the lack of response from the Customer within 7 days, the lack of or the provision of the photos aren't on time (if the photo are necessary for examine the complaint).
4. Reasons for retund
4.1. The order was not delivered on time
4.1.1. If the actual delivery time is beyond 120 minutes specified by Customer - the Customer is entitled to demand a compensation of 25% of the order. If the other delivery time was not assigned by the Recipient of the order or the delivery time was affected by unforeseen circumstances (car accident, traffic jam, broken wheel, etc.).
4.1.2. The provisions of paragraphs on compensation do not cover the cases where the Recipient was not in place at the time specified by the Client or when the Recipient refused to receive the order.
4.1.3. The Company does not guarantee as well as declines the responsibility for the delivery time in high season (International Women Day, St. Valentine’s Day, 7-9 March and 13-15 February respectively) - these days all the deliveries are being made within the whole day.
4.2. Poor quality of products or lack of the components of the order
4.2.1. If at the time of delivery of the order recipient, the flowers weren't fresh - The Customer has the right to substitute a flower arrangement delivered*. If the Customer has fulfilled paragraphs 2 and 3.1 and 3.3 of this Return Policy.
4.2.2. If the customer complained about the quality of the delivered flower products later than a day (24 hours) after the delivery of the order, it is no longer accepted for consideration. Since the Company, after delivery of the order, can’t control the conditions for the storage of flowers, and the flowers are related to the goods quickly deteriorating - this is a common occurrence, that at high temperatures or improper care, in a day, some kinds of flowers may wither.
4.2.3. If any other component, except for flowers, is poor-quality, it can be replaced for free.
4.2.4. If in the order that was delivered to the recipient is missing some of the goods ordered by the Customer - the Company delivers it to the recipient for free or performs a 100% refund of the value of the goods to the customer (at the discretion of the Company). Also a possible option (in agreement with the Client) is to transfer 100% of the value of the goods that were not delivered to the customer's internal account in the store. The client will be able to use these funds to pay for future orders. This item does not apply to the Company's free services. *
4.2.5. Flowers compositions (bouquets) replaced in accordance with the policy of replacement are considered to be composed and fulfilled in a proper way.
4.3. Service default
4.3.1. The Company does not guarantee to make a picture of Recipient with flowers at the moment of delivery. An order is considered to be fulfilled correctly and completely even if the picture was not made (or picture is of poor quality) despite it was requested by Customer.
4.3.2. The Company does not guarantee the delivery of email messages and sms. Reasons of no sms delivery: operator’s refusal of receiving the message, Customer’s mobile phone memory is full, invalid phone number written in order form, etc. Reasons of no email messages delivery: Customer’s mailbox is full, invalid email address of the Customer, email filters, etc.
5. Procedure of refund
5.1. If after the investigation, it turned out that the client's claim is fair - the refund is made within 5 banking days from the date of the decision to return the funds.
5.2. If the Customer paid the Order with a debit or credit card, the refund will also be made by refunding the funds to the card with which he made the payment of the Order (minus the payment system commission). According to the rules of the payment system, the funds will be credited to the Customer's card within 30-45 days from the date of sending the refund.
5.3. Requisites for the return the client must necessarily send to the company's e-mail specified in the page "Contacts". The refund will be made in accordance with p. 5.1. after the Client sends the requisites.
5.4. If the Company has made the refund using incorrect but given by Customer billing information - such a refund is considered to be made correctly provided the proving facts or documents.
5.5. Both parties exempt from commitments of this Agreement in case of unpredictable circumstances.
*- for example, the card/postcard cann't be exchanged or deliver again, even if the courier for any reasons didn't present it.