Legal information
This policy explains order cancellation, refunds, claims and resolution of issues involving living, perishable and individually prepared goods.
1. General rules
This policy is part of the Flowers Place public offer and applies to orders of flowers, gifts, related goods and delivery services.
Flowers, plants and floral arrangements are living and perishable goods. Their appearance and period of preserving consumer properties depend on season, transportation, temperature, water, care and time after handover.
No provision of this policy limits consumer rights that cannot be limited under mandatory laws of Kazakhstan, the Russian Federation or another applicable jurisdiction.
2. Cancellation before delivery date
The customer may cancel an order before performance, special procurement, preparation of an individual arrangement or transfer of the order to a performance partner has started.
If cancellation is requested no later than 3 calendar days before the delivery date, refund is made without deductions except for documented expenses that have already arisen and cannot be cancelled.
If cancellation is requested later, after performance has started or after special procurement, Flowers Place may retain actually incurred expenses, the price of the performed part, individual elements and delivery costs where documented.
3. Refund after delivery
Return of goods of proper quality after delivery is assessed with regard to the nature of the goods, preservation of appearance and consumer properties, individual preparation, perishable nature of flowers and mandatory applicable law.
Individually prepared arrangements, cards, personalised elements, rare varieties, special procurements and goods that may be used only by a specific customer or recipient may be non-returnable as goods of proper quality to the extent permitted by law.
If applicable law gives the consumer a right to withdraw from goods or services on other terms, those terms prevail.
4. Defects and non-conforming quality
If the order is not delivered, is delivered in a materially different composition, has confirmed defects upon receipt, or Flowers Place breaches material agreed terms, the customer may request replacement, repeated delivery, proportionate price reduction, refund or another reasonable remedy.
Natural seasonal differences in shade, variety, bud opening, packaging and decoration are not defects if the overall style, value and consumer purpose of the order are preserved.
When reviewing a claim, Flowers Place considers photos/videos upon receipt, timing of the request, storage conditions after handover, recipient availability, delivery circumstances and correspondence between the parties.
5. How to submit a claim
A claim should be sent to flower.place.00@mail.ru or to the working messenger used for the order.
The request should preferably include the order number or date, customer name, contact details, delivery address, situation description, preferred remedy, and photos or videos allowing an objective assessment of the goods.
For living and perishable goods, visible defects should be reported as soon as possible, preferably within 24 hours after delivery. This period is needed to preserve evidence and does not waive mandatory consumer rights where applicable law provides otherwise.
6. Review and remedies
Flowers Place reviews a claim within up to 10 business days after sufficient information and materials are received. If additional data is needed, the period starts from receipt of such data.
Possible remedies include care guidance, additional photo confirmation, partial refund, discount for a future order, replacement, repeated delivery, full refund or another remedy agreed by the parties and permitted by law.
If the issue was caused by inaccurate customer data, recipient absence, inability to access the address, recipient refusal without an objective reason or breach of care rules after handover, Flowers Place may refuse a full refund but will consider reasonable settlement options.
7. Refund period and method
If a refund request is approved, funds are returned to the original payment source or to other agreed payer details.
The refund period is up to 10 business days from approval of the request and receipt of necessary payment details, unless a mandatory legal rule requires another period.
Bank fees, payment system charges, conversion and exchange-rate differences are not compensated unless expressly agreed by the parties or required by applicable law.
8. Partial performance and repeated delivery
In case of partial non-performance, a proportionate refund, replacement of a missing item, additional delivery, repeated delivery or another option may be offered depending on the facts.
If delivery failed due to reasons on the customer’s or recipient’s side, repeated delivery may be charged. Long-term storage of perishable flowers is not guaranteed and is agreed separately if technically possible.
All claim decisions are made with regard to good faith, evidence and mandatory legal requirements.
