Refund conditions

This Public Contract (offer) is an offer of the Company to conclude a public contract with any interested person on the terms provided below. This Contract (hereinafter – the Agreement) is a public offer in accordance with the applicable law, i.e. it contains all the essential terms of the Contract, which is showing the will of the person making the offer to conclude the Agreement on these terms, with any person who makes the acceptance of the offer in accordance with the terms of this Agreement.

        OnlineFlora OÜ, hereinafter referred to as the Company, on the one hand, and any person who has accepted the terms of this offer, hereinafter referred to as the Customer, on the other hand, hereinafter jointly referred to as the Parties, and separately the Party, have agreed to conclude this agreement on the following terms.

The electronic Agreement has the same legal effect as a written contract signed by the Parties.

The acceptance shall be deemed complete and unconditional only if the Customer has agreed to all the terms and conditions of this Agreement and has placed an order.

Return Policy

1. A complaint about an order may be taken under consideration if it is submitted within twenty-four (24) hours from the order execution.

Procedure of interaction between the Company and the Customer in case of a complaint:

2.1. The client sends a complaint to info@royalflora.net. Anonymous complaints, with incorrect order number, containing swearing, as well as offensive language are not taken under consideration.

2.2. The Company notifies the Customer about the receipt of the complaint within 24 hours, after which it will conduct an internal investigation of the situation within no more than 10 working days from the complaint receipt. Following the investigation, the Company will give the Customer a reasoned response to his complaint.

2.3. Complaints about quality and freshness must necessarily include photos. Photos sent after one day (24 hours) from the time of the order execution will not be considered. Photos must be sent to info@royalflora.net.

2.4. The consideration of a complaint may be suspended due to swearing, lacking of response from the Customer within 10 days, absence or provision of a photo not on time (if the photo is needed to investigate the complaint).

Reasons for the goods return.

3.1. Poor quality goods or absence of every component of the order:

3.1.1.If at the moment of the order delivery to the Recipient, the flowers were not fresh (quality policy), the Customer has the right for a replacement of the delivered flowers composition.* Photos must be attached to the complaint (see clause 2.3), by which it is possible to determine the condition of flowers on the day of the order receipt.

3.1.2. If any component, other than flowers, is of poor quality, it will be replaced free of charge.

3.1.3. If any component of the order is missing, the Company will deliver the missing component of the order to the Recipient free of charge. This clause does not apply to the free services of the Company.**

3.1.4. Flower arrangements that have been modified according to the replacement policy, are deemed to be properly executed and composed according to the declared composition of the flower arrangement.

3.2. Failure to fulfill service obligations:

3.2.1. The Company does not give any guarantees concerning the picture of Recipient with flowers or gifts at the moment of their delivery. The order is considered to be fulfilled correctly and completely even if such photo was not taken (or was taken with poor quality) and if it was specified in the order form by the Customer.

3.2.2. The Company does not give any guarantees concerning the delivery of SMS and email notifications. The reasons of non-delivery of SMS can be the following: provider's refusal to receive SMS, Customer's phone memory full, invalid phone number in the order form, etc. The reasons for non-delivery of email messages can be the following ones: Customer's mailbox full, Customer's email address incorrectly specified, presence of filters that do not let the message delivery, etc.

Procedure for conducting a refund:

4.1.Refunds are processed on the nearest banking day from the date of the decision to refund.

4.2. If the refund is processed by returning a payment from a debit or credit card (which was made on the website in automatic mode, using the acquiring systems), the funds will be credited to the Client's card within 30 days from the moment of the return (paragraph 4.1.).

4.3. If the Company has issued a refund under incorrect payment details provided by the Client, the refund is considered to be made if there are proofs or documents confirming the return by the Company exactly to the invoice details provided by the Client.

5. The parties shall be released from their obligations under this Agreement due to the occurrence of major forces.

*- Since the company cannot control the storage conditions of flowers after the delivery, a complaint about the quality can be accepted only within a day from the time of execution of the order.

**- for example, a note is not exchangeable or re-deliverable, even if the courier for some reason did not deliver it.

Published by the Company

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