Refund policy

Complaints/Claims and Returns – General Terms and Procedures

How do I submit a complaint?
Complaints can only be submitted via email to sesizari@secretgarden.ro within 24 hours of receiving your package. They must include clear, relevant photos that accurately show the issue. The photos should reflect the plant’s condition as received, without any alteration (e.g., no uprooting, repotting, or changing the substrate). Because our products are perishable, we cannot accept complaints submitted after this 24-hour window.

If you find that any items are missing from your package, please keep all packaging materials until the situation is resolved.

If you pick up products directly from our store, you have the opportunity to inspect them at the time of collection. Due to the perishable nature of our products, we cannot accept complaints after you have left the premises.

Which products can be returned and under what circumstances?
Only non-perishable products delivered by courier (distance sales) may be returned, and only if they remain in the same condition as when you received them. Products collected from the store or delivered by our own staff cannot be returned, as you had the opportunity to inspect them upon receipt.

Which products cannot be returned?
Perishable products (live plants, cut flowers, floral arrangements, etc.), used materials, used pots/containers, unsealed fertilizers/sprays/substrates, and other unsealed preparations cannot be returned. Products purchased or imported on special order (plants or pots), as well as custom-made products (bouquets, arrangements, etc.), are also non-returnable. Under OUG 34/2014, flowers and plants are considered perishable items likely to deteriorate rapidly and are thus exempt from the right of withdrawal (return) and warranty.

Who is eligible for the right of return?
The provisions of OUG 34/2014 apply only to the “consumer,” defined as any individual or group of individuals organized as consumer associations, as per Article 2, point 2 of OG 21/1992 on consumer protection, republished and subsequently amended.

How long until I receive a response?
We aim to resolve all issues as quickly as possible, but we may need time for certain verifications. The average response time is between 3 and 7 working days.

Returning Perishable Products
Since plants and flowers do not have a legal right of return, we only accept returns of perishable products under exceptional circumstances, and solely with the written approval (via email) from Best Florist SRL.

  • To request a return for a perishable product, you must send an email within 24 hours of receiving the package. In this email, detail your reasons and include clear, relevant photos showing the reported issue.
  • Our team will investigate your claim by all available means, including reviewing security camera footage from the packing area.
  • You must await our written decision (confirmed by email) on whether the return is approved or denied.
  • If approved, return the products within 2 working days to: Str. Cozia no. 22B, Comuna Dascalu, Sat Gagu, phone: 0786.910.002. Use any courier except the Romanian Postal Service, and send the package without cash on delivery at your own expense (otherwise, it will be refused). Include all original documents and labels.
  • You are responsible for proper packaging and ensuring the product arrives in its original condition. We will not accept damaged, broken, incomplete, frozen, or cold-affected plants caused by improper packaging.
  • The product’s full value will be refunded by bank transfer within 14 calendar days from the date Best Florist SRL receives and accepts the return. Best Florist SRL will approve or reject the return within 5 days of receiving the package. We will not refund any service costs, such as shipping fees.

Returning Non-Perishable Products
Non-perishable products sold by Best Florist SRL can be returned as follows:

  • Under OUG 34/2014, consumers have the right to withdraw from the purchase within 14 calendar days from the day they take physical possession of the product, provided it is non-perishable.
  • To return a non-perishable product, email us at comenzi@secretgarden.ro, notifying us of your intention to withdraw from the contract and requesting a refund. Include your bank account details for the transfer.
  • Ship the products back within 14 calendar days of receiving your order to: Str. Cozia no. 22B, Comuna Dascalu, Sat Gagu, phone: 0786.910.003. Use any courier except the Romanian Postal Service. The package must be sent without cash on delivery, and the shipping cost is at your expense (otherwise, it will be refused). Include all original documents and labels. The product must be complete, with all original parts and accessories, in its original packaging and condition, without scratches, cracks, or defects caused by the consumer.
  • You are responsible for proper packaging and ensuring the product arrives intact. Damaged, broken, or incomplete products will not be accepted.
  • The product’s full value will be refunded by bank transfer within 14 calendar days from the date Best Florist SRL receives and accepts the return. Best Florist SRL will accept or reject the return within 5 days of receiving the complete return package and your withdrawal notification (if sent separately, the 14-day period starts from the date the last item is received). We do not refund any service costs, such as shipping fees.

Unaccepted or rejected returns that are not retrieved by the customer from our premises within 3 working days will be considered abandoned and may be destroyed, discarded, or donated without any obligation.

Conformity Warranty
For products sold on secretgarden.ro, there is no legal warranty of conformity, as these may be perishable items, phytosanitary preparations, ceramic products, or components of a final assembled product.

However, if you report certain issues within 24 hours of receiving your package, we will review them and provide all the necessary attention to find a suitable resolution.