Refund

According to the Law of Ukraine “On consumer protection", flowers are de facto non-returnable. They are perishable goods and, as a result, it is impossible to return them to the seller without losing their presentation, as required by law. Despite this, we allow the return or exchange of our bouquets in rare cases and under the conditions described below.

We do everything possible to ensure that you always receive our bouquets fresh and in excellent condition. 

However, in some cases, you may be dissatisfied with the quality of the bouquet you receive. For example, if it was damaged during transportation.

  1. If you are not satisfied with the quality of the bouquet you received, you must call the indicated numbers and send photos confirming the defect. Or, you can bring the bouquet to our store and show the defect in person.
  2. The claim must be received no later than 6 hours from the moment the bouquet is delivered to you.
  3. If during email correspondence or inspection of the product we determine that you have indeed received a poor-quality bouquet, we will offer you a replacement or refund.

Please note that if it is impossible to determine the defect of the product via email, we may ask you to bring and show the bouquet in person.

We sincerely strive to satisfy all our customers' requests and we will always be ready to correct our mistakes. However, in matters of returning goods, the final verdict on whether we are to blame for the defect remains with us. As a rule, we can refuse an exchange or refund in cases where the bouquet was severely damaged due to improper storage. For example, when it was placed in a hot place and not put in a vase (this happens!).

Procedure and terms of refund:

1. The return is made within 6 hours from the moment the decision to return is made.
1.1 When returning, a payment system fee is charged, which is borne by the buyer. 
1.2 If the return is made for the following reasons:
– refusal of the recipient to receive the bouquet
– we cannot reach the recipient and there are no alternative numbers
– the recipient is not in the country/city and cannot accept the bouquet
– the customer changed his mind about giving a bouquet.

1.3 The refund is made only to the payer and cannot be paid to third parties.

1.4 Refunds are made in the absence of these flower positions, and alternative quotes for the same price are also possible, subject to agreement with the client.

2. The procedure for interaction between the Company and the Client in the event of a complaint:

2.1. The Client shall submit a complaint within 6 hours of receiving the order to the telephone number listed on the website, indicating the date of purchase/delivery. Anonymous complaints with an incorrect order number, containing obscene language, may be considered at the Company's discretion.

2.2. The Company notifies the Client of receipt of the complaint within 24 hours or on Monday if it is received on a weekend. After that, it conducts internal monitoring of the situation for no more than 7 business days from the date of receipt of the complaint. After monitoring, the Company provides the Client with a reasoned response to his claim.
2.3. Complaints about quality and freshness must include photos taken no later than 3 hours after delivery. Photos sent later than 24 hours after the order is placed will be considered at the discretion of management.