Customer protection: return and replacement of the bouquet
We do more for our customers
According to the law of the Russian Federation №2300-1 «Protection of consumer rights» and Government Decree No. 55, potted and cut flowers cannot be exchanged or returned. However, we resolve all issues that arise on an individual basis and provide replacement and refund in the following cases:
1. If you’ve changed your mind
If you’ve decided to cancel your order before the delivery, we will refund 100% of its cost.
Learn moreIf you want to cancel your order after delivery by the courier has begun and before the order is delivered, the funds will be returned to you with the exception of the service charge of 5 euros and the delivery fee (if it's not free). The offer does not apply to food baskets, flower arrangements, balloons and confectionery. To cancel an order, please write an email to info@rus-buket.ru
2. If the recipient is not satisfied with the bouquet
If you or the recipient are not satisfied with the bouquet, we will replace it with a new one.
Learn moreThe offer is valid for applying within 24 hours of delivery.
3. If the flowers wilted quickly
If you took proper care of the bouquet, but the flowers lost their freshness in less than a day after the delivery, we consider such bouquet as not quality enough.
Learn moreReplacement is possible if you submit the application and photos of the bouquet within 24 hours after a delivery.
How to care for a flower bouquet?
- Cut the flowers with a sharp knife at an angle of 45° (2-3 cm);
- Remove all leaves from the stem that will be underwater;
- Add a few drops of Domestos/Harpic (or similar) to the vase to disinfect the water;
- Change the water, wash the vase and cut the cut stem daily;
- Keep the flowers away from batteries, drafts, and direct sunlight;
4. If florists offer to replace the flower
Learn moreWhen the required flowers are not available, we contact you to offer the best replacement. If you agree, florists will select options for an amount equal to or greater than the price of flowers, while maintaining the color scheme of the bouquet.
You can also refuse the replacement and get a full refund.
5. If the recipient is not on the spot or refused delivery
The recipient is located at a different address than the address specified in the order or refused to accept the order, we can re-deliver the flowers to a different address, city or country of your choice.
Learn moreThe offer applies only to bouquets arranged from one kind of flowers. If the recipient is located at a different address, we will refund the money with retention of the courier service or arrange a second delivery. The cost of the bouquet and the delivery cost can be changed. For mixed bouquets delivery is possible in the same city within 24 hours from the date of unsuccessful delivery, the bouquet and delivery are paid again, since the flowers have a limited shelf life.
