Reclamatii/ sesizari/ retur

Politica de retur (extras din Termeni si Conditii Comerciale):

Orice reclamatie/sesizare ce priveste plantele, este analizata doar daca este trimisa in ziua primirii plantelor, insotita de poze calitative/relevante care sa evidentieze situatia reclamata. Datorita perisabilitatii plantelor, caracteristicile se pot schimba ulterior, in functie de microclimat, factori umani, etc.. 

Termenul mediu de raspuns a unei reclamatii este de 1-3 zile lucratoare.

19. Dreptul de retur

Returul plantelor vii. Conform OUG 34/2014, florile constituie produse care sunt susceptibile a se deteriora sau a expira rapid și sunt exceptate de la dreptul de retragere si garantie. Se pot face cereri de retur pentru neconformitate, asa cum este definita in acest document, cu exceptiile prevazute in acest document (nr Termeni si Conditii Comerciale)

In cazul in care utilizatorul/clientul doreste sa returneze una sau mai multe plante din motive de neconformitate, procedura este urmatoarea:

- se trimit poze cu defectul constatat in ziua primirii pachetului. O reclamatie ulterioara, nu va fi luata in calcul.

- dupa trimiterea pozelor, utilizatorul va astepta ca echipa noastra sa isi dea acordul pentru retur.

- returul se face pe cheltuiala clientului, conform legislatiei in vigoare, prin orice curier, exceptand Posta Romana. Pachetul cu produse retur va fi trimis cel tarziu in urmatoarea zi lucratoare de la momentul acordului pentru retur, fara ramburs, catre sediul nostru, doar dupa ce ne-ati anuntat in prealabil - altfel, nu va putea fi receptionat.

- este necesar sa impachetati plantele atfel incat sa ajunga la noi in stare buna, fara deteriorari, flori trecute, etc

- in cazul in care plantele ajung bine si putem confirma ca cererea de retur a fost intemeiata, banii se returneaza in cont bancar, in termenul legal de 14 zile 

- in cazul in care consideram ca solicitarea de retur a fost neintemeiata si/sau plantele au ajuns deteriorate, ridicarea plantelor de la sediul nostru este o obligatie ce va revine. Retururile neacceptate, ce nu sunt ridicate de catre clienti in 3 zile lucratoare, vor fi considerate abandonate si se va proceda la distrugerea, aruncarea sau donarea lor fara nici o obligatie.

In cazul livrarilor de produse fara drept de retur facute cu personal propriu (ex. Livrare cu sofer) nu pot fi acceptate reclamatii ulterioare livrarii, deoarece plantele sunt predate personal. Destinatarul (sau reprezentantul acestuia) are obligatia de a inspecta produsele si de a se asigura ca sunt conforme. Nu pot fi acceptate reclamatii ulterioare.

In cazul produselor fara drept de retur ridicate din locatiile fizice secretgarden.ro, clientul/utilizatorul (sau reprezentantul acestuia) are obligatia de a inspecta produsele si de a se asigura ca sunt conforme. Nu pot fi acceptate reclamatii ulterioare.

Returul produselor neperisabile. Produsele neperisabile comercializate de Best Florist SRL se pot returna dupa urmatoarea procedura:

- returnarea se face prin trimiterea produselor la adresa: Str. Cozia nr. 22B, Comuna Dascalu, Sat Gagu, telefon: 0786.910.002, prin orice curier doriti, exceptand Posta Romana.

- transportul coletului de retur va fi platit de catre utilizator, in caz contrar fiind refuzat la primire

- in colet se vor afla toate documentele primite initial, precum si o adresa scrisa, semnata de persoana care a initiat si platit comanda, care notifica denuntarea contractului si solicita returnarea sumei platite, indicand contul si banca unde se vor returna banii. 

- coletul trebuie trimis la sediul www.secretgarden.ro in maxim 14 zile calendaristice din momentul primirii comenzii.

- suma platita va fi rambursata integral in 14 de zile calendaristice de la acceptarea returului de catre SC Best Florist SRL. SC Best Florist SRL va accepta sau respinge returul in maxim 5 zile de la primirea integrala a coletului de retur si scrisorii de denuntare (daca cele doua vin separat, cele 14 de zile calendaristice trec de la ultima care a fost primita). Nu se vor rambursa costuri pentru servicii prestate, precum valoarea transportului.

- in urma intrării în vigoare a OUG 34/2014, consumatorii au dreptul de a renunța la cumpărare în termen de 14 zile calendaristice de la data intrării în posesia fizică a produsului, daca produsul nu este perisabil.

- produsele neperisabile se returneaza continand toate partile / elementele / accesoriile initiale, in starea in care au fost primite - cu toate ambalajele originale, fara zgarieturi/crapaturi sau alte defecte cauzate de catre utilizator.

Nu se vor accepta retururi din motive precum: "nu pare lucrat corect", "nu imi mai place", "arata mai bine in poza", etc. 

19. Garantia de conformitate

Pentru produsele comercializate pe platforma secretgarden.ro, nu exista garantie legala de conformitate, fiind produse perisabile, preparate fitosanitare realizate la cerere, produse din ceramica sau produse ce formeaza impreuna un alt produs finit.

Cu toate acestea, in cazul in care clientii/utilizatorii secretgarden.ro semnaleaza anumite situatii, le vom discuta acordand toata atentia necesara, doar daca sesizarile sunt trimise in ziua receptionarii pachetelor.

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Return Policy (excerpt from the Commercial Terms and Conditions):

Any complaint / notification regarding the plants is analyzed only if it is sent on the day of receiving the plants, accompanied by qualitative / relevant pictures that highlight the claimed situation. Due to the perishability of plants, the characteristics can change later, depending on the microclimate, human factors, etc ..

The response time for a complaint is around 1-3 working days.

19. The right of return

The return of living plants. According to GEO 34/2014, flowers are products that are likely to deteriorate or expire quickly and are exempt from the right of withdrawal and warranty. Return requests may be made for non-compliance, as defined in this document, with the exceptions provided in this document (No. Commercial Terms and Conditions)

If the user / customer wants to return one or more plants due to non-compliance, the procedure is as follows:

- pictures with the defect found on the day of receiving the package are sent. A subsequent claim will not be considered.

- after sending the pictures, the user will wait for our team to agree to return.

- the return is made at the client's expense, according to the legislation in force, by any courier, except Romanian Post. The package with return products will be sent at the latest on the next working day from the moment of the return agreement, without refund, to our headquarters, only after you have informed us in advance - otherwise, it will not be received.

- it is necessary to pack the plants so that they reach us in good condition, without damage, past flowers, etc.

- if the plants arrive well and we can confirm that the return request has been substantiated, the money is returned to the bank account, within the legal term of 14 days

- if we consider that the request for return has been unfounded and / or the plants have become damaged, picking up the plants from our headquarters is an obligation that will come back. Unaccepted returns, which are not picked up by customers within 3 working days, will be considered abandoned and will be destroyed, discarded or donated without any obligation.

In the case of deliveries of non-return products made with own staff (eg delivery with driver), post-delivery complaints cannot be accepted, as the plants are handed over personally. The consignee (or his representative) has the obligation to inspect the products and to make sure that they conform. Subsequent complaints cannot be accepted.

In the case of non-return products picked up from the secretgarden.ro physical locations, the customer / user (or his representative) has the obligation to inspect the products and to ensure that they are compliant. Subsequent complaints cannot be accepted.

The return of non-perishable products. Non-perishable products sold by Best Florist SRL can be returned after the following procedure:

- the return is made by sending the products to the address: Str. Cozia no. 22B, Dascalu Commune, Gagu Village, phone: 0786.910.002, by any courier you want, except Romanian Post.

- the transport of the return package will be paid by the user, otherwise it will be refused upon receipt

- the package will contain all the documents initially received, as well as a written address, signed by the person who initiated and paid the order, notifying the termination of the contract and requesting the return of the amount paid, indicating the account and bank where the money will be returned.

- the package must be sent to the www.secretgarden.ro headquarters within a maximum of 14 calendar days from the moment the order is received.

- the amount paid will be fully reimbursed within 14 calendar days from the acceptance of the return by SC Best Florist SRL. SC Best Florist SRL will accept or reject the return within a maximum of 5 days from the full receipt of the return package and the letter of denunciation (if the two come separately, the 14 calendar days pass from the last one that was received). No costs will be reimbursed for services provided, such as the value of the transport.

- following the entry into force of GEO 34/2014, consumers have the right to renounce the purchase within 14 calendar days from the date of entry into physical possession of the product, if the product is not perishable.

- non-perishable products are returned containing all the initial parts / elements / accessories, in the condition in which they were received - with all the original packaging, without scratches / cracks or other defects caused by the user.

Returns will not be accepted for reasons such as: "it doesn't look right", "I don't like it anymore", "it looks better in the picture", etc.

19. Guarantee of conformity

For the products sold on the secretgarden.ro platform, there is no legal guarantee of conformity, being perishable products, phytosanitary preparations made on request, ceramic products or products that together form another finished product.

However, in case the clients / users of secretgarden.ro report certain situations, we will discuss them paying all the necessary attention, only if the notifications are sent on the day of receiving the packages.

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