Return policy
Return policy for floral products.
There are currently several services on the flower delivery market. We investigated the issue of returns and replacements for defective flower products. What is the current situation?:
- There are companies that don't want to hear anything about product returns, and that's according to Ukrainian law. «On consumer protection» There is a requirement to return the goods in proper condition, which is very difficult to meet for floral products, since the buyer usually requests a return because the flowers quickly fade. It can be said that according to the law, flowers are indeed non-returnable..
- There is friendlier companies that may still issue a refund, full or partial.
- There are services that don't offer returns, but they can offer a replacement bouquet or deliver a different bouquet, depending on the specific situation and the customer's request.
In any case, in the flower delivery industry, it's very difficult to determine who's truly right, as the product is perishable and requires special care. To ensure a long-term, fruitful partnership, we've developed our return policy, which you can find below!
Return policy PandaFL:
Procedure and deadlines for filing a complaint:
1. A complaint about the quality of a bouquet or other goods can be filed within 2 hours after delivery (this is the time it takes for flowers to wilt without proper care).
1.2 Complaints about quality and freshness must include photographs. Photos sent more than 4-5 hours after order fulfillment will not be considered. Photos can be sent via Viber, WhatsApp, Telegram, or email. Please include the order number and the payer's full name. Complaints from third parties will not be considered.
1.3 Complaints about late delivery are accepted only if the order specifies a specific delivery time and the florist or courier did not notify of a delay of more than 50 minutes. However, in all cases, delivery is agreed upon with the recipient and can be rescheduled for a time convenient for them, as it's very common for recipients to be unavailable or unanswered when ordering without calling first. In such cases, delivery is not possible, and a separate re-delivery fee is charged.
Procedure and timeframes for resolving complaints:
2. We strive to respond to complaints from our customers as quickly as possible, so the maximum time for reviewing a complaint is 24 hours. A complaint can be filed within 2 hours after delivery, as if fresh flowers are not handled properly, they may wilt during this time.
2.1 If the flowers are no longer in good condition upon delivery, the customer has the right to request a full replacement or a full or partial refund. Although flowers are legally non-returnable, we always strive to resolve any issue with our customers to ensure your satisfaction in any situation.
2.2 If an item is missing from a delivered order, the company will re-deliver the missing item at its own expense. The postcard is provided free of charge and cannot be considered a product..
2.3 A photo report is not a mandatory service, and the absence of a photo report cannot be a reason for a complaint.
Refund procedure and terms:
3. Refunds are made within 1-2 days from the date of the decision to return.
3.1 Returns are subject to a payment system fee, which is borne by the buyer. Alternatively, the funds can be left in the buyer's account, in which case the fee is waived.
3.2 If the return is made for the following reasons:
- we can't reach the recipient and there are no alternative numbers
- the recipient is not in the country/city and cannot accept the bouquet
- the customer changed his mind about giving the bouquet
All of these reasons are valid provided that the bouquet has not already been assembled and the flowers for it were not ordered in advance specifically for you.
The refund amount depends on the company's material costs.
In some cases, we can leave the funds in the client's balance without charging company fees or bank commissions.
3.3 Refunds are made only to the payer and cannot be paid to third parties.