Returns & Complaints Policy – Detailed Guidelines

To ensure fairness and prevent misuse, we implement clear and detailed return and complaint policies.

Returns

📌 Returns are only accepted for damaged products during transport or delivery. Due to the nature of our product (unique, handmade bouquets), returns without a valid reason are not accepted.
📌 Return request deadline: 24 hours from the time of delivery.
📌 Required evidence: Customers must provide photos showing the damage and the entire packaging (with the visible courier label).
📌 Return obligation: In the case of a return, we require all damaged bouquets and broken perfumes to be sent back to our headquarters before refund approval or replacement shipment.
📌 No returns accepted: If the bouquet has been used, damaged by the customer, or modified, the return will not be accepted.

Complaints

📌 Complaints are accepted in the following cases:
✔️ Receipt of the wrong product (a different bouquet than ordered).
✔️ Missing perfumes or other included accessories.
✔️ Visible damage to the packaging and bouquet resulting from transport.

📌 Complaint procedure:
✔️ Customers must submit a complaint within 24 hours of delivery.
✔️ Photos of the product and original packaging are required.
✔️ If the complaint is approved, the customer may receive a replacement bouquet, a discount for future purchases, or a full refund.
✔️ In case of a complaint, we also require all damaged bouquets and broken perfumes to be returned as proof for verification.

Additional Fraud Prevention Measures

📌 Photo documentation – Before shipping, we take pictures of each bouquet as proof of its condition before delivery.
📌 Secure packaging – All parcels are sealed with security tape to prevent unauthorized opening.
📌 Parcel weight monitoring – We check the package weight before shipping and upon return to prevent fraud.
📌 Limit on return frequency – Customers who frequently submit complaints may be subject to detailed verification.
📌 Refunds only after receiving the returned product – Refunds or replacements are processed only after the returned items are verified.