Refund policy

General information and procedures. Rights and obligations.

How do I submit a complaint?

Complaints may be submitted only by email to sesizari@secretgarden.ro, within no more than 24 hours of receiving the package, accompanied by high-quality and relevant photographs that clearly show the reported issue. The photographs must reflect the condition of the plant as received, without any intervention having been made to it (no uprooted plants, plants moved to other pots or substrates, etc.). Due to the perishable nature of the products, we cannot accept complaints submitted later.

If you find that products are missing from the package, you must retain all packaging until the matter has been clarified.

If the products are delivered through the Delivery with driver service - the plants are delivered without packaging (unwrapped) by our driver, and you have the opportunity to inspect them at the time of delivery. Due to the perishable nature of the products, we cannot accept complaints submitted after delivery.

What types of products may be returned and in what circumstances?

Non-perishable products delivered by courier (distance purchases) may be returned only if they are in the condition in which you received them. Products delivered by our own personnel (Delivery with driver) cannot be returned, as this is a personal-delivery service.

What types of products cannot be returned?

Perishable products (live plants, cut flowers, floral arrangements, etc.), used materials, used pots/containers, opened fertilisers/sprays/substrates or other opened preparations cannot be returned. Products purchased or imported to order, or finished products made to order, cannot be returned. Plants are perishable products excluded from the right of return and warranty, pursuant to Government Emergency Ordinance 34/2014.

Who is entitled to the right of return?

The provisions of Government Emergency Ordinance 34/2014 apply only to consumers defined as natural persons or groups of natural persons constituted as associations pursuant to Government Ordinance 21/1992.

How long will it take to receive a response to a complaint?

The average response time is 1-3 business days, depending on the period and the checks required (checking cameras, communicating with courier companies, etc.).

Return of perishable products

Plants and flowers are not covered by a statutory right of return. Returns of perishable products will be accepted only in exceptional situations, with written approval by email from Best Florist SRL. Procedure:

  • Request sent by email within max. 24 hours of receiving the parcel, with high-quality photographs and detailed explanations.
  • The team also checks the surveillance cameras in the packing area.
  • The consumer waits for written confirmation regarding acceptance or rejection of the return.
  • If accepted, the return must be made within max. 2 business days to 22B Cozia Street, Gagu Village, Ilfov, Romania, Postal code 077077 tel. 0786.910.002, by courier (cash on delivery not accepted). All documents, original labels and packaging must be included.
  • The consumer is responsible for correct packaging. Damaged products or plants affected by cold or improper packaging will not be accepted.
  • Reimbursement will be made by bank transfer within the statutory period of no more than 14 days from acceptance of the return. The transportation cost will not be reimbursed, as this is a service already provided.
  • The transportation cost for returning a product shall be borne by the consumer, in accordance with the legislation in force. 

Return of non-perishable products

Non-perishable products may be returned in accordance with Government Emergency Ordinance 34/2014:

  • Right of return within 30 calendar days of receiving the product.
  • Written request sent to comenzi@secretgarden.ro with the bank details for reimbursement.
  • Return within max. 30 days to 22B Cozia Street, Gagu Village, Ilfov, Romania, postal code 077077 tel. 0786.910.002, by courier (cash on delivery not accepted). The product must be complete, in its original condition, with the original packaging and labels.
  • The consumer is responsible for correct packaging and delivery.
  • Reimbursement will be made by bank transfer within the statutory period of no more than 14 days from acceptance of the return. The transportation cost will not be reimbursed, as it is a service already provided.
  • The transportation cost for returning a product shall be borne by the consumer, in accordance with the legislation in force. 

Returns that are not accepted/rejected and are not collected within 3 business days will be considered abandoned and destroyed/donated without giving rise to any obligations.

Statutory conformity warranty

For products sold on secretgarden.ro, there is no statutory conformity warranty (perishable products, plant protection preparations, ceramics or complex finished products).

Issues reported within max. 24 hours of receipt of the parcel will be carefully analysed, even if no statutory warranty applies.