1. In certain circumstances, the company reserves the right to replace certain goods or their constituents. This policy is conditioned by the fact that some bouquets are made from seasonal or rather rare flowers. In situations of lack of a specific flower, florists of the company can offer you a replacement, equal in value and color, to preserve the shape and color of the bouquet. We always try to alert the replacement, and agree with the customer, if there is such an opportunity.
2. Part of orders accepted for execution are transferred to other cities of Ukraine and the World. Flowers of different cities and countries can have their own style of design of compositions and bouquets, so when ordering it is necessary to consider the national and cultural features, as well as the traditions of flower gifts of this country. In this case, bouquets, compositions or gift baskets may differ from the photos presented on the company's website. This feature is not a reason to return.
3. Depending on the country or city, the range of cakes may also vary. In spite of this, we always try to pick up a cake that corresponds to the composition and description as presented on the site. The cake may be very similar, but not identical.
4. The photos of the toys on the site are presented as an example. The delivered toy will be identical in size and color, but will differ from the image of the product on the site. Before placing an order, the presence of a certain toy should be specified by the managers. If necessary, they will answer all the questions and will be able to offer an alternative to the given product.
5. The complaint (complaint) regarding inappropriate execution of the order is accepted for consideration within 24 hours from the moment of execution of the order. Complaints about unsatisfactory registration or delivery of the order can be sent to our mail: flowers.rv.ua@gmail.com. Complaints that contain abusive vocabulary, threats or insults of employees of the company are automatically removed without consideration. In the complaint, you must specify the order number accurately. Anonymous hits without a number or with an incorrect order number will not be considered.
6. Within 24 hours after receiving the complaint, we contact the Client for the receipt of the receipt. According to the results of the investigation of the incident, no later than 10 working days from the moment of notification, the Client receives a substantiated response to his complaint.
7. Claims regarding the quality and freshness of the bouquet must be provided with photographs confirming this fact. The deadline for submitting such an appeal is no more than 24 hours from the time of delivery, because the company is not able to control the conditions of storage of the composition or bouquet after they are received. Complaints or photos submitted after the expiration date are not considered.
8. Delay of consideration of a complaint is possible in the event that the Client for a long time (more than 10 days) is not responding to the message, does not conduct a constructive dialogue or can not provide photographs confirming the authenticity of the claim.
9. Insufficient design of a flower arrangement or the absence of any components is a reason for the replacement and re-delivery of the bouquet or the return of money. When receiving stale flowers, the Client has the right to demand replacement of the composition. The procedure for filing a similar claim is given in clause 5
10. If the orders from our fault were not delivered on the day specified by the Client, delivery is carried out the next day with gift compensation for the recipient. This item does not apply to delivery on holidays (New Year (31.12 - 2.01), Christmas (06.01 - 08.01), Valentine's Day (13.02-15.02), March 8 (07.03 - 09.03). In case the Beneficiary transfers the date of delivery of gifts, or the Recipient is not at the specified address, and the Receiver does not answer telephone calls, the company can not guarantee delivery on the day indicated by the customer.
11. Unfavorable delivery time of the order or cost if the city is not correctly selected. (Initially the wrong delivery city was chosen, and after the adjustment the order value changed).
12. Return of funds to the Client shall be made within 10 business days from the moment of consideration of the claim, making a positive decision on the return of money and reconciling the requisites for return.
13. If the Client's mistake in the requisites and the return of the details under the data, the procedure is considered fulfilled, provided the Client confirms the mistake.
14. The parties shall be released from fulfillment of their obligations under the contract in the event of special circumstances that may be qualified as "force majeure" and subject to a legal documentary substantiation of the occurrence of these circumstances.
15. Flower compositions, bouquets and gift baskets with the replacement of the item provided for in paragraph 1. Are considered fulfilled. Any substandard component of the product, with the exception of floral products, is replaced free of charge.
16. The company does not provide guarantees for the execution of free services, including:
- photo at the time of delivery (even if the picture is poor-quality, the service is considered to be provided);
- A notification about the status of the order or delivery performed using sms and e-mail. The reasons for the absence of the message may be the failure of communication operators, the memory of the phone or mailbox is incorrect, incorrect phone number or e-mail address, etc.