1. A Complaint to the order can be taken into consideration if it's filed within one day (24 hours) from the date of the delivery.
2. Procedure of Company’s interact with the Customer in case of complaint:
2.1. The client sends a complaint to firstname.lastname@example.org. Anonymous complaints, with an incorrect order number, containing profanity, as well as offensive expressions are not considered.
2.2. The Company shall notify the Client of the receipt of the complaint within one day (24 hours), and then perform an internal investigation into the situation in a period of not more than 10 working days from receipt of the complaint. After investigation, the Company gives the Customer a reasoned answer to his complaint.
2.3. Complaints about the quality and freshness have to necessarily contain pictures. Images sent in a day later (24 hours) from the date of execution of the order isn't considered. Photos should be sent to email@example.com.
2.4. The consideration of the complaint may be suspended because of the profanity, the lack of response from the Customer within 10 days, the lack of or the provision of the photos aren't on time (if the photo are necessary for examine the complaint).
3. Reasons for retund:
3.1. Poor quality of products or lack of the components of the order:
3.1.1. If at the time of delivery of the order recipient, the flowers weren't fresh (quality policy) - The customer has the right to substitute a flower arrangement delivered*. The complaint must be accompanied by photographs (see p. 2.3), which may determine the state of flowers the day of receipt of the order.
3.1.2. If any other component, except for flowers, is poor-quality, it can be replaced for free.
3.1.3. In the absence of any component in the order - the Company delivers the missing component of the order recipient free of charge. This paragraph doesn't apply to free services** of the Company.
3.1.4. Flowers compositions replaced in accordance with the policy of replacement are considered to be composed and fulfilled in a proper way.
3.2. Service default.
3.2.1. The Company does not guarantee to make a picture of Recipient with flowers at the moment of delivery. An order is considered to be fulfilled correctly and completely even if the picture was not made (or picture is of poor quality) despite it was requested by Customer.
3.2.2. The Company does not guarantee the delivery of email messages and sms. Reasons of no sms delivery: operator’s refusal of receiving the message, Customer’s mobile phone memory is full, invalid phone number written in order form, etc. Reasons of no email messages delivery: Customer’s mailbox is full, invalid email address of the Customer, email filters, etc.
4. Procedure of refund.
4.1. Refund is being made in the nearest business days after the decision made to refund.
4.2. If the refund is being made as a refund on debit or credit card (automatic payments on the web-site, using the acquiring systems), money can be received within 30 days since the moment of refund (paragraph 4.1.).
4.3. If the Company has made the refund using incorrect but given by Customer billing information - such a refund is considered to be made correctly provided the proving facts or documents.
5. Both parties exempt from commitments of this Agreement in case of unpredictable circumstances.
*- since the company cann't control the conditions of storage of flowers after their ceremony - a complaint on quality can only be taken during the day from the time of order execution.
**- for example, the note cann't be exchanged or deliver again, even if the courier for any reasons didn't present it.