Complaint

Our goal is to deliver every order in the expected quality and in accordance with the order placed. However, if something is not right, please contact us. We will assess your complaint as quickly as possible and work to find a fair solution.

What can you make a complaint about?

You can make a complaint, for example, if:

• the goods arrive damaged or in an unsatisfactory condition,
• the goods do not match your order,
• part of your order is missing,
• other delivered goods are defective or do not function properly.

When assessing complaints concerning cut flowers, we take into account their nature, usual natural lifespan, condition at the time of delivery, and subsequent care. Natural wilting or changes consistent with the time elapsed since delivery are not considered defects.

Flower Freshness Guarantee

We provide a 24-hour Freshness Guarantee for cut flowers. Any freshness complaint under this guarantee must be submitted no later than 24 hours after delivery.

Full details can be found in our Flower Freshness Guarantee.

The Freshness Guarantee does not limit any other statutory rights relating to defective goods.

How to make a complaint

Email us at [email protected].

Describe what is wrong and include your order number.

For cut flowers, we recommend attaching current photographs of the bouquet concerned. If necessary, we may also ask you to provide photographs or other supporting information for other goods.

The sooner you inform us of a problem, the easier it is for us to assess the condition of the goods. For cut flowers, we recommend contacting us immediately after discovering the problem.

What happens next?

We will assess your complaint as soon as possible. For cut flowers, we usually aim to resolve the matter by the following business day.

Depending on the nature of the defect and the specific circumstances, the solution may include:

a new or replacement delivery,
delivery of missing goods,
an appropriate discount,
a refund where the applicable conditions are met,
another solution agreed with you.

Your complaint will be resolved no later than within the time limit prescribed by applicable law and our Business Terms and Conditions.

Further information

Details of your rights regarding defective goods, complaints and returns can be found in our Business Terms and Conditions.

If something goes wrong with your order, please contact us. We will do everything we can to resolve the situation as quickly as possible.

The KvětinyOnline Team