The Policy of refunds

This refund policy is an integral part of Public Agreement.

In accordance with the Law of Ukraine "On the Protection of Consumer Rights" and Art. 707 of the Civil Code of Ukraine, flowers are not subject to exchange or return:

- since flowers are perishable goods, it is obvious that preserving (their) appearance or properties is possible only under special conditions;

- children's soft toys, food products (candies, fruits, cakes) are not subject to exchange or return in accordance with the Resolution of the CMU of March 19, 1994 No. 172.

Despite the fact that virtually all products delivered by the Company are not subject to return or exchange in accordance with the current legislation of Ukraine - return, exchange and redelivery are made by the Company on its own initiative, reserving the right to refuse return or exchange .

1. A complaint regarding the goods that were in the order (except for flower products) can be considered if it is submitted within 3 days from the moment of delivery of the order to the recipient.

2. Since the Company cannot control the storage conditions of flowers after they are delivered to the recipient, a complaint about the quality or freshness of flower products can be considered only within a day (24 hours) from the moment of delivery of the order to the recipient.

3. Complaints are accepted only from the customer who placed and paid for the order. Complaints from third parties are not accepted for consideration. Anonymous complaints, complaints with an incorrect order number or without it, or complaints that contain non-normative vocabulary or offensive words - will not be considered.

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

4.1. The client sends his complaint in writing to the Company's e-mail specified in the section "Contacts" on the Company's website. Complaints by phone, Viber, WhatsApp, Telegram are not accepted and they are not answered. Only complaints sent to the e-mail of the Company are accepted for consideration.

4.2. The Company notifies the Client about the receipt of the complaint by a corresponding letter, after which it conducts an internal investigation of the situation within no more than 5 working days from the moment of receipt of the complaint. After conducting an investigation, the Company provides the Client with a reasoned response to his complaint.

4.3. A complaint concerning the quality or freshness of flowers must necessarily contain at least 2-3 photos from different angles or a video where the bouquet in the vase and the buds are completely visible from the side, which can be used to determine the condition of the flowers at the time of receiving the order. Photos or videos taken or sent later than 24 hours after the delivery of the order will not be considered. Complaints without a photo or video that can be used to determine the condition of the flowers at the time of receipt are not considered. The photo or video must be sent to the Company's e-mail specified in the section "Contacts" on the Company's website

4.4. If, after the investigation, it turns out that the client's claim has no basis, the Company is released from its obligations under this claim.

4.5. Consideration of a complaint may be suspended if:
- there will be no response from the Client within 3 days,
- there are 2-3 photos from different angles or videos that can be used to determine the condition of the flowers at the time of receiving the order,
- photos taken or sent later than 24 hours after the delivery of the order to the Recipient,
- the sent photos or videos show that the bouquet is in a low weight (flower stems are immersed in water for less than 60% of the length of the stem, as shown on photo) is there little water in the vase,
- the text of the complaint contains obscene words.

5.1. The order was not completed on time

5.1.1. If the actual delivery time exceeds the time period specified by the Client for a period of 3 hours or more, the Client has the right to demand compensation in the amount of 15% of the order value. Provided that a different delivery time was not set by the Recipient of the order or the delivery time was affected by unforeseen circumstances (accident, traffic jam, flat tire, etc.).

5.1.2. The provisions of the compensation clauses do not apply to cases when the Recipient was not at the place at the time specified by the Client, or at the request of the Recipient, the delivery time was changed, as well as to cases when the Recipient refused to receive the order.

5.1.3. During the days of mass demand (New Year holidays December 30-31, Christmas holidays December 24-25 and January 6-7, International Women's Day March 6-9, Valentine's Day February 13-15, Mother's Day, Easter, etc.) The company does not give any guarantees and disclaims responsibility for guaranteeing the delivery of the Order in certain time intervals. On these days, ALL orders are delivered during the day from 7:00 a.m. to 11:00 p.m. with delivery time agreed with the Recipient. The delivery time specified by the Customer in the Order is considered recommended and delivery within this time period is NOT guaranteed these days. If the Customer does not agree with such conditions, the Company offers him to refuse to place an order for these dates.

5.2. Low-quality goods or the absence of any components of the order:

5.2.1. If the flowers were not fresh at the time of delivery of the order to the Recipient, the Customer has the right to a refund or replacement of the delivered flower arrangement. Subject to the Customer's compliance with clauses 2 and 4.1 and 4.3 of this Return Policy.

5.2.2. If the customer made a complaint about the quality or freshness of the delivered flower products or provided a photo or video taken later than 24 hours after the delivery of the order, the complaint will not be considered. Since the Company cannot control the storage conditions of flowers after the delivery of the order, and flowers are perishable goods and it is a common phenomenon that with improper care, flowers can quickly fade.

5.2.3. If the order delivered to the Recipient is missing any of the goods ordered by the Client - the Company delivers it to the Recipient or performs a 100% refund of the cost of the goods to the client (at the discretion of the Company). There is also an option (upon agreement with the Client) of crediting 100% of the value of the goods that were not delivered to the client's internal account in the store, for the possibility of using these funds to pay for future orders. This clause does not apply to the Company's free services. For example, a postcard is not subject to exchange or redelivery, even if the courier did not deliver it under any circumstances. This clause does not apply to orders that are delivered on days of mass demand, when other conditions for the delivery of orders, which are specified in the Basic Rules of this offer.

5.2.4. Flower arrangements (bouquets) that have been altered in accordance with the Replacement Policy are deemed to have been properly executed and assembled as stated the composition of the flower arrangement.

5.3. Failure to comply with service obligations:

5.3.1. The Company makes no guarantees regarding the photograph of the order or the Recipient with the flowers or gifts at the time of their delivery. A photo report is not a mandatory service, and the absence of a photo report cannot be a reason for a complaint.

5.3.2. The company does not provide any guarantees regarding the delivery of SMS and e-mail messages to the Client. The reasons for non-delivery of an SMS message may be as follows: the operator's refusal to accept SMS, the Customer's phone memory is full, the phone number is incorrectly specified in the order form, etc. The reasons for non-delivery of an e-mail message can be the following: the Client's mailbox is full, the client's e-mail address is incorrectly specified, the presence of filters that do not pass messages, etc.

6. Refund procedure:

6.1. If, after the investigation, it turns out that the client's claim is valid, the refund will be made within 5 banking days from the moment of the decision on the refund.

6.2. If the Customer paid for the Order with a bank card, the refund will be made to the card from which he paid for the Order (minus the payment system fee). The terms of crediting funds to the card take place according to the regulations of the payment system through which the Client paid for the order. The company cannot influence or accelerate the refund process in any way. Funds will be credited to the Client's card within 1 to 45 days from the moment of submitting the application for refund.

6.3. The client must send the details for the return in writing to the e-mail address of the company indicated on the page "Contacts". Refunds are made after deducting the amount of the bank's commission.

6.4. The company performs refunds based on the payment details provided by the Client. The company is not responsible if the client provided incorrect or erroneous details. The refund is considered to have been made in full, if the company has documents confirming that the company has refunded the funds according to the details provided by the Client.

6.5. The parties are released from their obligations under this Agreement due to the occurrence of force majeure circumstances.