Quality guarantees and consideration of appeals of the online store shop.camellia.ua
We treat each order carefully and understand how important flowers are at important moments in life. That is why we offer transparent and honest quality guarantees that comply with the legislation of Ukraine and protect the interests of both parties.
1. What is important to know about flowers
Flowers, bouquets and flower arrangements are living and perishable goods. According to the legislation of Ukraine, such goods are not subject to exchange or return if they are of proper quality and correspond to the description at the time of receipt.
At the same time, if a mistake was made on our part or you received a product of inadequate quality, we will definitely consider your appeal and offer a fair decision.
2. When we accept appeals regarding quality.
We accept appeals in cases where at the time of receipt of the order it was discovered:
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damage to flowers or arrangements that occurred during delivery;
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a significant number of wilted or damaged flowers;
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a significant discrepancy between the finished product and the description or image on the website (taking into account the fact that flowers are natural material).
3. What is not considered a defect
To avoid misunderstandings, please note:
What is not a basis for a claim
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natural differences in shades, shape of buds or degree of flower opening;
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minor stylistic differences in the composition while maintaining the general concept;
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changes in the condition of the flowers after receiving the order (storage conditions, temperature, care);
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subjective expectations or the wording "I just didn't like it" without signs of a defect.
4. How and when to submit a complaint
In order for us to objectively assess the situation, please follow a simple procedure:
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quality complaints are accepted within 6 hours of receiving the order;
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you must provide:
- order number;
- a brief description of the situation;
- a photo or video of the received goods, taken immediately after delivery.
Appeals submitted later or without visual evidence may unfortunately be left without consideration, since after this point it is impossible to objectively determine the reason for the change in the condition of the flowers.
5. How we resolve disputes
We consider each appeal individually and as correctly as possible.
If it is confirmed that the defect arose through our fault, we can offer one of the following options:
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replacement of the bouquet or composition with a similar one;
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partial refund;
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full refund.
The decision is made taking into account the specific situation and the nature of the defect.
Refunds are made using the same payment method used to place the order.