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RUReturn policy
Return Policy La-flora.net
Refund of your payment is possible in the following cases:
1. The order was canceled by you in advance, before the delivery date specified in your order;
2. Repeated payment for the order;
3. If an additional payment is required for the order for its successful delivery, but you decide to cancel the order due to the additional payment;
4. Refusal to receive the bouquet by the recipient;
5. The recipient is not in the city / country and he cannot accept the bouquet;
6. Complaint about the quality of flowers.
1. Procedure and deadlines for filing a complaint:
1.1. A complaint about the quality of a bouquet or other goods can be filed during the day on which the delivery was made.
1.2. Complaints about quality and freshness must include photographs. Photos sent more than 24 hours after the completion of the order will not be considered. Photos can be sent via viber, whatsapp, telegram or email. Be sure to indicate the order number and full name of the payer.
1.3. Complaints are accepted exclusively from the customer who placed the order and paid for it.
1.4. A complaint about a delay is only accepted if the exact delivery time has been paid for in the order. In other cases, delivery is agreed with the recipient and can be rescheduled at a convenient time for the recipient.
2. The procedure and terms for resolving a complaint:
2.1. We try to respond to complaints from our customers as quickly as possible, so the maximum time for reviewing a complaint is 24 hours.
2.2. If on the day of delivery the flowers withered or became inappropriate, the client has the right to demand the delivery of an additional bouquet as an apology, a complete replacement of the bouquet or a partial refund.
2.3. If one of the goods is missing from the delivered order, the company, at its own expense, re-delivers the missing goods. The postcard is provided free of charge and cannot be considered a commodity.
2.4. A photo report is not a mandatory service, and the absence of a photo report cannot be a reason for a complaint.
3. The procedure and terms for the return of funds:
3.1. Refunds are made on the next banking day from the moment the decision on the refund is made.
3.2. When returning, a payment system commission is charged, which is borne by the buyer. It is also possible to leave funds on the balance of the buyer, then the commission is not charged.
3.3. If the return is made for the following reasons:
- refusal to receive the bouquet by the recipient
- we cannot reach the recipient and there are no alternative numbers
- the recipient is not in the country/city and he cannot accept the bouquet
In such cases, payment for the services of the company will be withheld, which can be equal to 10% of the order value, up to 100% of the order value. The amount of the refund depends on the material costs of the company.
In some cases, we can leave money on the client's balance without charging a fee for the company's services and bank commissions.
3.4. The refund is made only to the payer and cannot be paid to third parties.