Returns policy

1. Perishable flowers — withdrawal exception

Cut flowers, bouquets, and arrangements deteriorate or expire quickly. Under GEO 34/2014, art. 16(d), the 14-day withdrawal right does not apply to these goods once the order has been prepared or delivered.

You may cancel or change the order until we start making the bouquet. After the flowers are cut, cancellation is no longer possible. Write to [email protected].

2. Wrong delivery or damaged flowers

If the address, recipient, or product does not match the order, or the flowers arrive clearly damaged, write within 24 hours of delivery, with photos, to [email protected].

After we check, we remake the arrangement, replace the product, or refund you, as the case may be. Refunds go back through the same payment channel (Stripe), within the legal time limit.

3. Non-perishable goods

If an order includes non-perishable accessories sold separately (for example vases), the 14-day withdrawal right applies to those goods if they can be resold, under GEO 34/2014. Return shipping for those goods, unless the law says otherwise, is paid by the consumer, except where the product is non-conforming.

Return non-perishable accessories to the registered office: Str. Oltului nr. 38, bl. U1, sc. 2, et. 2, ap. 16, Cluj-Napoca, Cluj county, 400600, Romania. Write first to [email protected].

4. ANPC, SAL and ODR

You may contact the Romanian National Authority for Consumer Protection (ANPC): anpc.ro. You may use SAL (alternative dispute resolution): anpc.ro/ce-este-sal/.

You may use the EU ODR / SOL platform: ec.europa.eu/consumers/odr.

Operator: ATELIER VIVAFLOR S.R.L., CUI 45642590, J12/778/2022. Registered office: Str. Oltului nr. 38, bl. U1, sc. 2, et. 2, ap. 16, Cluj-Napoca, 400600. Working point: Aleea Padin nr. 25, Cluj-Napoca, 400565.