Политика возврата
Overview
Botanique Flower Studio sells fresh-cut flowers, plant arrangements and other perishable goods. This Refund Policy explains when a refund is available and how to file a claim.
Perishable goods — no general right of return
Fresh-cut flowers, bouquets and plant arrangements are perishable goods. Once delivered they begin to deteriorate naturally and cannot be resold or restocked.
For this reason, and in accordance with Article 16(d) of EU Consumer Rights Directive 2011/83/EU, the standard 14-day right of withdrawal does not apply to our flower products. We do not accept returns or process refunds for change of mind, recipient unavailability, or natural variations between bouquets.
Damaged or non-conforming deliveries
If your order arrives in clearly damaged or non-conforming condition — for example crushed or broken stems, wilted flowers on the day of delivery, the wrong product, or significantly different from the photo on the product page — you can claim a refund.
To file a claim:
- For visible damage or wrong/missing items: contact us through our contact form on the day of delivery, or no later than 24 hours after delivery, and attach clear photos showing the issue. Include the original order number in the message.
- For quality issues that become apparent later (for example a bouquet wilting significantly earlier than reasonably expected for the product purchased): contact us as soon as practicable, in any case within a reasonable time. Such claims fall under your statutory rights regarding conformity of goods under Directive (EU) 2019/771 and Cyprus Sale of Goods Law 154(I)/2021, which are not affected by this Policy.
Review timeline
We review every claim as quickly as possible and in any case within 7 days from the moment your message is received. We may ask follow-up questions or request additional photos to confirm the issue.
Refund decision
If we confirm that the bouquet was delivered in non-conforming condition, we will issue a full refund of the order value to your original payment method within 14 days of confirming the claim, in accordance with Article 13 of Directive 2011/83/EU. Your bank or card issuer may take additional time (typically 5–10 business days) for the refund to appear on your statement.
If the issue is unrelated to our quality control — for example the recipient kept the flowers without water for an extended period, or natural variation in colour — we may decline the claim or offer a partial refund or replacement at our discretion.
Cancellations before delivery
Orders may be cancelled or rescheduled free of charge up to 24 hours before the booked delivery slot. Cancellations after that point are non-refundable as preparation will already have begun and the flowers cannot be returned to stock.
Statutory rights and dispute resolution
This Refund Policy does not affect your statutory rights as a consumer under Cyprus and EU law, including under Directive 2011/83/EU on consumer rights, Directive (EU) 2019/771 on the sale of goods, and Cyprus Consumer Protection Law 112(I)/2021.
If you are not satisfied with how we handle your claim, you may:
- contact the Consumer Protection Service of the Ministry of Energy, Commerce and Industry of the Republic of Cyprus: https://meci.gov.cy/en/;
- refer the dispute to a licensed Alternative Dispute Resolution (ADR) body, for example the Cyprus Consumer Center for ADR: https://adrcyprus.com/;
- if you are based in another EU member state, find the competent ADR body in the European Commission's directory: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies;
- at all times, bring proceedings in the competent courts of Cyprus or, if you are a consumer, in the courts of your country of habitual residence in accordance with Regulation (EU) 1215/2012.
Contact
To start a claim or ask any other refund-related question, please use our contact form. Including a photo and your order number speeds up the review.