Terms and Commercial Conditions


(Contract for the purchase of products through www.secretgarden.ro)


1. Identification of the trader and definition of terms

The secretgarden.ro service is provided by S.C. Best Florist S.R.L.

Contact details:

comenzi@secretgarden.ro

0786.910.002

Correspondence address: Str. Cozia 22B, Dascalu, Ilfov 

CUI RO34558835

J23/5418/2022

Share capital: 220 lei


1.1. Definitions

Site / Platform / Seller - The domain secretgarden.ro and its subdomains (except for subdomains that have their own regulations).

Content has the following definition:

- all information on the Site / Platform that can be visited, viewed, or otherwise accessed using electronic equipment;

- the content of any email sent by secretgarden.ro by electronic means and/or any other available means of communication;

Service - The e-commerce service conducted exclusively on the publicly available parts of the SITE, meaning the provision of the possibility for the CLIENT to contract products and/or services using exclusively electronic means, including other means of distance communication.

User / Client / Buyer - The person who has or obtains access to the Content of www.secretgarden.ro

Order / Purchase request - An electronic document that serves as a form of communication between the Seller (secretgarden.ro) and the Buyer (User/Client) through which the Buyer transmits to the Seller, via the Site, their intention to purchase goods and/or services from the Platform. Sending an order on www.secretgarden.ro is equivalent to sending a purchase request.

Order receipt confirmation - an email confirming the receipt of a purchase request, which however does not implicitly confirm the acceptance of the order/purchase request and does not generate contractual obligations for Best Florist SRL (secretgarden.ro).

Contractual document - This document, Terms and Commercial Conditions.

Distance contract - According to the definition contained in Government Emergency Ordinance no. 34 of June 4, 2014, regarding consumer rights in contracts concluded with professionals, as well as for the amendment and completion of certain normative acts, art. 2 point 7, as it transposed Directive 2011/83/EU on consumer rights: any contract concluded between a professional and a consumer within an organized distance sales or service provision system, without the simultaneous physical presence of the professional and the consumer, using exclusively one or more means of distance communication, up to and including the moment the contract is concluded;

Transaction - Collection or refund of an amount resulting from sending a purchase request by a client or the sale of a product/service by secretgarden.ro to the Client, using the card processor services approved by secretgarden.ro or by bank transfer, regardless of the delivery method.

Newsletter/Alert/Commercial Communication - Means of periodic information about products, services, and/or promotions conducted by secretgarden.ro during a certain period, without any commitment from secretgarden.ro regarding the information contained. They may include general and/or thematic information, information about products similar or complementary to those you have purchased/viewed, information about offers or promotions, information regarding Goods and Services added to the “Account/My Cart” section, as well as other commercial communications such as market research and/or opinion surveys. In isolated cases, the information provided may be incorrect.

1.2. General

This document sets the terms and conditions for the use of the Site/Content/Service by the User or Client. Please read this document carefully to avoid any unwanted/unpleasant consequences on your shopping experience and/or the information provided to Best Florist SRL through the secretgarden.ro service.

Using the Content and/or Service of secretgarden.ro implies acceptance of this document by the Client. The Client agrees to continuously monitor the commercial terms and conditions, as they may be updated, modified, or supplemented. In case of disputes, the Terms and Conditions valid at the time the order was placed apply.

By using the Site/Content/Service, the User/Client is solely responsible for all activities resulting from their actions. They are also liable for any material, intellectual, electronic, or other damages caused to the Site, Content, Service of secretgarden.ro, or any third party with whom Best Florist SRL has contracts, in accordance with applicable Romanian law.

If the Client withdraws the consent given in favor of the Document during the processing of an Order, Best Florist SRL will cancel the Order without any further obligation from either party to the other, nor can either party claim damages from the other. The Client can revoke consent by written request sent via email.

1.3. About secretgarden.ro and the products sold

secretgarden.ro is an electronic commerce / online commerce / internet commerce service. Access to the service and purchase of products is exclusively based on orders (purchase requests) received through the site, and to place an order you must register.

Products sold by BEST FLORIST S.R.L. through the secretgarden.ro platform are:

- New products such as: decorative pots, baskets, etc.

- Handmade products, perishable or not, made or not according to consumer specifications, personalized or not: arrangements obtained by manual processing of flowers or plants, packaging, and other specific materials; mixtures of materials intended for planting or plant care; etc.

- Products received in finished form from various suppliers, perishable or not: live plants, fertilizers, etc.

2. Contact and Communication with Customers

Any official communication from the User must be made by email or through the contact form available on the site. If the email address provided by the User is not valid, we cannot be held responsible for any damages caused by the inability to communicate (for example, inability to deliver, damage to reserved perishable products, etc.).

By communicating via email or using the contact form, the User agrees to be contacted by any available means by Best Florist SRL (without the company having any obligation in this regard), understanding that by providing their contact information such as name, surname, email address, phone number, etc., this data will be processed and highlighted in the database for the purpose of improving commercial relations and ensuring the proper conduct of secretgarden.ro’s economic and commercial activities.

Partial or complete filling out of the contact form and submitting it does not in any way represent a commitment from secretgarden.ro to contact the User.

Contacting secretgarden.ro by email does not in any way represent a commitment from secretgarden.ro to contact the User.

Contacting secretgarden.ro by any other means does not constitute an obligation for secretgarden.ro.

When contacting secretgarden.ro, the User expressly declares that the contact details provided belong to them (email address, phone number, delivery address) and that these may be used by secretgarden.ro for effective communication with the User.

Communications with Users by any other means - such as but not limited to phone calls, messaging systems (for example Facebook, WhatsApp, SMS, etc.) - are strictly advisory and/or for guidance purposes only, without creating any obligations or legal liability for secretgarden.ro. 

2.1. Newsletters and Alerts

Users have the option to set stock or price alerts, or subscribe to newsletters and commercial communications from secretgarden.ro. These settings and subscriptions can be canceled/revoked at any time from the client account or by notification sent by email to comenzi@secretgarden.ro.

Requests for alerts or newsletters from Users, regardless of the means by which they were sent (from the client account, through special subscription boxes, etc.), do not constitute any obligation on secretgarden.ro. 

3. Intellectual Property

The content and design of www.secretgarden.ro belong to SC Best Florist SRL and/or its collaborators and are protected by intellectual property law. You may not use, reproduce, or allow anyone to use or reproduce secretgarden.ro materials without prior written permission from SC Best Florist SRL.

The “Secret Garden” trademark is registered and protected in Romania.

Limited, irrevocable, and non-exclusive creation of hyperlinks to any of the secretgarden.ro pages is allowed, as long as this action does not present the secretgarden.ro service in a false, misleading, derogatory, or offensive light.

For any issues related to intellectual property, please contact us at comenzi@secretgarden.ro.

4. Personal Data / Privacy Policy

By registering as a user of www.secretgarden.ro, we will ask you for a series of personal data, such as your first and last name, email address, and other personal information that allows us to identify you as a user of the www.secretgarden.ro service and process orders. Also, to subscribe to the www.secretgarden.ro newsletter or alerts, you will need to provide a valid email address and/or other data. 

According to the law, you have the right to access, intervene in your data, and the right to take legal action. You also have the right to object to the processing of your personal data and to request their deletion - however, data strictly necessary for processing ongoing orders and payments cannot be deleted until after the commercial reports are completed (order delivery and payment collection).  If any of your data is incorrect, please inform us as soon as possible, as this situation could make it impossible to process and/or deliver orders. Deleting or modifying your personal data can be done by accessing your user account. At your express request sent by email to comenzi@secretgarden.ro, SC Best Florist SRL can delete or modify your data.

More information about how we manage your data is available in the “Data Protection” section https://secretgarden.ro/policies/privacy-policy - an integral part of this document.

5. User Registration

The secretgarden.ro website can be accessed free of charge, and simply browsing its pages is not conditioned on registering as a user (creating an account on the site). However, to benefit from certain services offered by the site, such as purchasing the products offered, you will need to register as a user (create a user account on the site). 

Registering as a user or submitting an order (intention to purchase) as a user implies acceptance of this document (Commercial Terms and Conditions) and its annexes:

These pages regulate commercial aspects, inform the user/consumer, and are considered contractual annexes. 

Since the provisions of the commercial terms and conditions may be modified, please reread this document periodically. If you no longer agree with the provisions of this document, please do not access/use the services of secretgarden.ro. 

If you use this site, you are responsible for maintaining the confidentiality of the access data for the user account created on the site and agree to assume responsibility for all activities carried out in the user account.

The secretgarden.ro website does not sell products to minors under 18 (eighteen) years old - if you are not of this age, please do not place online orders on the site.

5.1. Access Limitation and User Restrictions

secretgarden.ro reserves the right to limit the client’s access to certain products and services or marketing/promotion/loyalty campaigns, as well as the right to request advance payment for orders (regardless of the payment method chosen by the client when placing the order), in any of the following situations:

  • the client has refused one or more packages shipped under the cash on delivery system
  • the client has canceled 2 or more orders, regardless of the means or reasons for cancellation
  • the client has used aggressive and/or tendentious/offensive language and/or behavior
  • the client has caused harm in any way, or the existence and/or access of the client harms secretgarden.ro, Best Florist SRL, and/or its partners in any way.

Access limitation is carried out in accordance with the applicable legislation.

5.2. Multiple Accounts

Each User may have only one account. Sharing an account with other Users is prohibited. Using multiple accounts by the same user or sharing an account may be interpreted as an attempt to circumvent rules with the intent to harm www.secretgarden.ro, Best Florist SRL, and/or its partners.

6. Purchase procedure and product reservation through online order

Online order represents a purchase request. The notification received by the user via email and/or message/SMS after placing an online order is for informational purposes only and does not constitute acceptance of the order.

Reservation of finished products in stock. Products can be reserved by online order for a maximum of 72 hours (3 working days) from the time the order is placed by the user. If the order cannot be shipped within this period due to the customer's unavailability to receive the package, the order may be canceled without any further obligation for Best Florist SRL, and the plants will be returned to stock. 

Phytosanitary preparations (treatments, nutrients, substrates) will be prepared to order within 1-7 days, depending on the availability of ingredients.

Products available for order will be delivered within the timeframe specified on the product page, if they are in the supplier's stock.

If we accept, at the customer's request, the reservation of perishable products (plants, phytosanitary preparations, etc.) for a period longer than 72 hours (3 working days), the user assumes the risk and consequences of any possible deterioration.

Communication method. By placing an electronic order on www.secretgarden.ro, you agree to the "email" communication method through which the site conducts its operations.

Payment is made under the conditions regulated in the “Payment Methods” section, and the final cost of the order will consist of: the price of the ordered product including VAT (if applicable), the delivery price, plus the cost of any ordered accessories. In certain situations, you will be contacted to inform you of additional shipping costs due to weight or special packaging, if applicable. Payment methods are presented in the annex “Delivery Options and Conditions” - https://secretgarden.ro/policies/shipping-policy

Online orders placed on the website are considered confirmed only at the time of shipment. If the products are no longer available for various reasons (damaged stock, stock discrepancies, quality issues, etc.), the products will be removed from the order, replaced (with the user's consent), or the order will be canceled. If the order has been paid for, we will refund the money to the bank account within the legal period of 14 days.

Recipient Data. When filling in the recipient's data, make sure it is complete and correct - otherwise, we will be unable to fulfill the order: products may remain with the courier longer than necessary, in unsuitable conditions for a long time, or may not be shipped. 

Billing Data. According to legal regulations by ORDER no. 3769 of December 23, 2015, starting from 01.10.2016 all invoices must contain the identification data of the user (the person placing the order) - thus the user is required to fill in all mandatory fields on the order page with the option to check if they want the delivery data to be used as billing data.

This data is also useful to us in case of delivery problems - e.g., the recipient does not answer the phone, access to the address is restricted, etc.

Incorrect data and inability to contact the user for clarifications. We cannot be held responsible for problems/confusions that arise during order processing, or deficiencies caused by delayed delivery of orders, when these are due to missing or incorrect data.

To buy and take possession of the products offered for sale on www.secretgarden.ro, the following steps must be completed:

- identifying and choosing products

- registering as a user of www.secretgarden.ro for the purpose of ordering products or ordering products as a visitor

- making the payment for the products or selecting the promise of payment on delivery

By placing an electronic order (purchase request) on www.secretgarden.ro you agree to the "email" communication method through which the site conducts its operations.

6.1 Order cancellation

Ridiculous prices and technical errors. Secretgarden.ro reserves the right to cancel orders concerning products and/or services displayed on the site due to technical errors or which, because of technical errors, show obviously incorrect/ridiculous prices. 

Unfinished/unconfirmed payments. Orders with unfinished or unconfirmed payments are automatically canceled without reserving the products and without secretgarden.ro contacting the customers.

Orders with delivery to other EU countries - if payment has not been made in advance, they will not be processed and will be canceled.

Out of stock. Damaged stock, stock discrepancies, quality issues leading to product unavailability, products available only on order, inability to produce certain products involving flower processing, etc. – in these situations, orders will be canceled.

Suspicion of fraud. secretgarden.ro uses advanced algorithms to determine if an order is or could be fraudulent. If our systems detect such suspicion, orders may be automatically canceled.

7. Payment methods – information is available and updated in the “Payment Options” section – https://secretgarden.ro/pages/payment-options, an integral part of this document.

8. Presentation of the offer and product characteristics.

General information. secretgarden.ro makes continuous efforts to maintain the accuracy of the information on the platform. Rarely, these may contain inadvertent errors or operational mistakes – prices, data, and published content can be changed at any time without prior notice. 

Plant stage. This is an informative characteristic intended to give an idea of the plant's current stage. For example, the term "Flowering plant" means the plant is in bloom but can be at any point in the flowering process – with or without buds, fully open flowers, etc. Also, in case of delayed courier transport, it may end up completely without flowers. Characteristics such as "Plant with stem/flowers/buds" represent a list where one of the specifications applies, not a combination of them. A flower stem is still a flower stem, regardless of size.

The characteristic "Initiated stem" is meant to indicate that the plant has a flower stem, at any stage – from a few millimeters of growth to a flowering plant. 

Garden or terrace plants are grown in unprotected spaces or with minimal protection (shade nets or hail nets). For this reason, naturally, they cannot have perfect foliage – leaves may show marks, defects, or other damage.

Size and general appearance of the plants. The height of the plants is measured including the pot. Since the plants are natural, each specimen is different in both shape and development. The dimensions specified on the product page are indicative, and the information should be treated as strictly informative and relative. Example:

Between two plants from the same batch with the specification "height 60cm," there may be a difference of 10 cm or more.

- between a flowering plant and a non-flowering plant, the height difference can be 40 cm or more, with the height sometimes given by the flower stem

Pot diameter – this is information taken from the producer, for informational and relative purposes. Differences may exist depending on the origin of the plants, horticultural and production standards in the country of origin, conversion method (e.g., from inches to cm), etc. 

Sizes in inches – conversion for plants imported from Taiwan & Thailand

In the case of plants imported from Asian countries, the entire cultivation system is different – plants are grown and delivered in "nursery soft pots" with sphagnum.

A 2.5 inch pot, for example, has an actual size of 2.5 inches – but the plant is of similar age and size to a plant grown in Europe with bark, in a 9 cm pot. A 1.7 inch pot has an actual size of 1.7 inches – and the plant is similar to a specimen in a 6 cm pot. For this reason, on the product page, the displayed size will be, for example, in the form (pot 2.5 inch ~ 9cm).

This system is considered efficient both for growing and transporting plants, as everything is reduced to the bare essentials for the plant’s growth.

The photos are for informational and presentation purposes and may contain accessories not included in standard packages or may be taken in private locations, greenhouses (with grow lights that can distort the image), or provided by producers, edited by them or not. Other factors that may cause differences between images and reality include the stage of the plants and inflorescences at the time of photography, color variations specific to hybrids, the same variety grown in greenhouses and different conditions. The lighting in which the photos are taken and the camera used, plus the device used by the user, influence the perception of colors.

Color variations of flowers and leaves. Both hybrids and species can exhibit more or less significant natural variations in color/shade, which cannot be controlled by the producer or seller. Sometimes, in the case of hybrids, the flowers can be completely different even if the plants have the same parental formula. The overall appearance of the plants may vary depending on the season, growth stages, and/or other particularities. Flowers and leaves can also show differences in shade/color depending on the season, fertilizer used, soil pH, growing conditions, producer, etc. 

Flower fragrance. The fragrance of species and hybrids manifests under certain conditions, and each person’s perception may differ. Under stress conditions (transport, moving, handling, etc.), the flowers of the plants may not exhibit their specific fragrance. For certain species, there are specific triggering factors (e.g., for Phalaenopsis, the presence of morning sunlight). Information about flower fragrance comes from producers and/or the community (e.g., plant enthusiast groups). This information is for informational purposes only and does not constitute a guarantee.

Root condition. Although we make efforts to check the plants as thoroughly as possible, the condition of the root system cannot be verified by us – any such check would require removing the plants from their pots, but this procedure involves significant destabilization of the plants before transport on one hand, and very high operational costs on the other.

Tropical/exotic plants are not produced in Romania – they come from suppliers in other European countries (e.g., the Netherlands, Germany) or even distant exotic countries (e.g., Taiwan, Thailand). During transport, they experience various stress factors – such as temperature and humidity differences, moving/packing, phytosanitary inspections, etc. – which can affect their appearance to some extent without impacting their viability. Because plants are natural, each specimen is different in both shape and development.

In the case of Hoya specimens, it is normal for the leaves or young, fragile growths to suffer damage, and for very long vines to sometimes be cut or broken during handling and transport. This is considered normal, and the plant recovers easily, having rapid growth and the ability to branch from the next nodes.

Phytosanitary treatments. Frequently, there will be residual marks on the leaves (spots of various colors) due to phytosanitary treatments, but these can be washed off with water or special plant products. In very rare cases, some sensitive varieties may show minor burns or slight signs of toxicity following phytosanitary treatments.

Signs of pests. Plants do not grow or live in a sterile environment. All farms and growers face pests, and this situation is normal and predictable - as long as pests exist in nature, contamination happens very easily: pests can be carried by wind, on clothes, on hands, can enter through ventilation areas, etc. It is important to note that plants are treated both preventively and when pests are observed - complex treatment schemes are used, which even provide plants with immunity for a certain period. Before leaving the greenhouses, plants are inspected by authorities, declared “pest free,” and fit for sale according to current horticultural standards. The presence of pest traces does not necessarily mean pests are present.

Transport pots and their contents. Plants sold on the www.secretgarden.ro platform are delivered as they come from the producers - the pot may be undersized for transport efficiency reasons or may contain materials that ensure prolonged water retention so the plant survives international transport. Sometimes pots may arrive cracked or damaged, and the substrate may be degraded. Occasionally, millipedes, spiders, or other harmless creatures may be found in the substrate or on the plants, used by producers for biological pest control (without chemicals) (for example, the spiders used are harmless to plants and people but feed on populations of red spiders and mites harmful to plants; millipedes are predators of worms and other harmful insects).

The substrate and cultivation method vary depending on the producer and growing method, and different materials used as substrate or support in plant cultivation have different properties - after receiving the plants, it is the customer's responsibility to check if the substrate is in good condition and compatible with the microclimate where the plants will grow and the watering habits, replacing it if necessary. Adapting plants is much easier when these factors are taken into account.

Plant care. After the purchase, the responsibility for plant care lies with the customer. Considering that plants are living, perishable products (i.e., susceptible to rapid deterioration), each customer has the responsibility (including moral) to research and provide the necessary microclimate for the plants' survival and harmonious development. Basic care information is available on the producer's labels (represented by symbols) and, as much as possible, on the product page and our blog.

Plant identification. Plant identifications come from renowned producers worldwide and are considered accurate, being verified by us within operational possibilities and the availability of credible information sources. Sometimes plants may have unregistered names, or their identity cannot be confirmed with certainty. In rare cases, labeling errors are discovered (especially for plants without flowers) or producers use commercial names to better promote certain varieties. When a possible error is discovered, we verify and update the information as soon as possible from an operational standpoint if confirmed. We cannot be held responsible for labeling errors by producers, as we have no control over this process.

Plants without ID. Rarely, we receive plants without identification from producers. In such cases, when possible, plants are identified with the help of the community and available online resources.

Hidden defects. Although we make efforts to thoroughly inspect the plants and work with some of the best producers in the world, hidden defects may sometimes exist, such as: presence of pests visible only under a microscope, pests in the substrate or in unopened flowers, etc. A generally normal aspect, specific to the species or hybrid, considering all the specifications of point 7.1 in this document (Terms and Commercial Conditions), is considered satisfactory. 

Terminal spike in Phalaenopsis. Some specimens, or in the case of certain hybrids all specimens, may have terminal spikes. The terminal spike does not represent a quality issue and no distinction is made between specimens with or without a terminal spike, as plants in both cases meet international horticultural standards. More details about terminal spikes can be found here: Phalaenopsis terminal spike

Phalaenopsis and other varieties with peloric flowers. In the case of peloric varieties (flowers and/or leaves with mutations) - the mutation that causes the flowers/leaves to be peloric is not always stable. A plant classified as peloric may produce “normal” flowers, may have both normal and peloric flowers on the same stem, or may have one stem with normal flowers and another stem with peloric flowers.

Plant Passport. Starting January 2020, all plants imported from EU member countries have on the label, pot, packaging foil, or box (if without a pot) a Plant Passport with a unique registration number – the Plant Passport certifies that the plants have been inspected by the competent authorities of the European Union and fully comply with the current horticultural standards, being suitable for sale within the EU territory. 

Phytosanitary Certificate. Plants imported from outside the EU are inspected upon entry into the EU – the inspection involves a detailed physical check of the plants and the treatment scheme applied in the exporting country, as well as the documentation certifying that the plants come from authorized growers.

Complaints/claims – procedure, rights, and obligations – https://secretgarden.ro/policies/refund-policy, an integral part of this document.

9. Prices and product availability

Prices and stocks presented are continuously updated, but during this process, operational errors or errors in the algorithms used by the platform may occur – orders containing products with zero or negligible prices cannot be fulfilled. The products we sell are perishable, and your order may be affected by various factors such as delays in the supply chain, existing stocks found to be deteriorated, errors in the IT systems used by SC Best Florist SRL, human errors, accidents, etc. In such cases, SC Best Florist SRL is exempt from any liability. For paid orders, the corresponding amounts will be refunded as soon as possible, respecting the legal deadline.

SC Best Florist SRL negotiates with suppliers and manufacturers worldwide to obtain the best prices. SC Best Florist SRL is a direct importer – thus eliminating any markups that intermediaries might demand and guaranteeing quality/freshness.

Except where otherwise provided, the prices of products displayed on www.secretgarden.ro represent the final purchase prices and include the applicable VAT depending on the destination country and the tax regime of the products. The final purchase prices may be suggested prices by manufacturers or suppliers or may be estimated based on standard prices applicable at the industry level of the marketed product. The final purchase prices may not represent the most competitive prices for a certain product segment or period, SC Best Florist SRL having no obligation in this regard.

Best Florist SRL sets its own pricing policy, independent of any external factors. Prices of some products may be negotiated under certain circumstances, such as large quantities/volumes, above-average values, etc.

Commercial discounts applied to products - SC Best Florist SRL may decide to offer its customers commercial discounts through special coupons, vouchers, directly reduced prices on the site, or other means. 

10. Payment methods are available and updated in the Payment Options section - https://secretgarden.ro/pages/payment-options, an integral part of this document.

11. Delivery of ordered products 

12. Risks associated with courier delivery and product packaging

Packaging live plants (and related accessories) is not a standardized procedure, unlike other products (electronics, appliances, etc.). Plants are living, perishable products that we package at your request, trying to protect them as best as we can so they arrive in the best possible condition - however, their condition upon arrival can be influenced by many factors beyond our control, such as large temperature variations, how couriers handle the package, or other incidents. Although such situations are quite rare, due to these factors, we cannot guarantee the integrity of plants after transport via standard courier services.

When shipping flowering plants, flower stems/inflorescences are susceptible to damage during transport or packaging/handling. Although such situations are quite rare, we cannot guarantee the integrity of flower stems/inflorescences after courier transport.

For plants with abundant foliage - some damage during packaging, handling, or courier transport is expected - such damage does not affect the viability of the plants and is considered acceptable, given that plants with foliage generally grow quickly.

In the case of ceramic, glass, or fragile pots, there is a risk of breakage during transport.

13. Refusal/Cancellation of the order by the user after the package has been shipped

Please note that plants are perishable products - for this reason, they are packaged only upon your express request, made by placing an online order with delivery services.

When placing an order with delivery, you agree to do your best to receive the plants as soon as possible and safely. To this end, you will track the package using the AWB number (tracking number) provided in the email confirming the shipment, contact the courier promptly by phone and email, and maintain constant communication with us to resolve any situation that may affect the delivery time. 

If you do not take all necessary steps to receive your package in a timely manner, and the package remains stuck in warehouses or is returned to us with content totally or partially damaged, we will refund only the value paid for the products we have received back in good condition. The cost of services already provided (such as shipping) or the value of damaged products (dried, frozen, torn, broken) will not be refunded.

For cash on delivery orders refused without a valid reason by the recipient, Best Florist SRL will pursue recovery of the damage caused by any means - from the shipping cost to the full value of the order when products are returned by the courier damaged.

14. Invoicing - invoices are generated exclusively in electronic format and will not be included in the package as a printout. They can be downloaded from the email announcing the shipment of the order, and their accuracy depends on the data you enter.

In some cases, errors may occur when generating the invoice - technical errors, human errors, or errors caused by incorrectly entered or missing data - If you do not find the download link in the email announcing the shipment of the package, please contact us to report this situation so that we can issue/send the invoice in a timely manner.

15. Applicable legislation, return rights, complaints, and notifications - are detailed on the “Complaints/notifications - procedure, rights, and obligations” page - https://secretgarden.ro/policies/refund-policy - an integral part of this document.


16. Reviews, comments, communications, and other types of content
Users can post reviews, comments, or other types of content; they can send suggestions, ideas, ask questions, propose articles or other types of materials, as long as their content:
- is not illegal, obscene, threatening, defamatory, does not violate the right to privacy or the law regarding the protection of intellectual property;
- do not contain computer viruses, commercial or political communications, messages inciting hatred or intolerance based on ethnicity, religion, race, sexual orientation, collective messages, or other forms of "spam".
When posting reviews, comments, communications, and other types of content, both on www.secretgarden.ro and on other pages presenting the company and services, you may not use false email addresses or identities. www.secretgarden.ro reserves the right, but is not obligated, to remove or edit all types of content posted by users and is not required to periodically review this content. By posting reviews, comments, communications, and other types of content on www.secretgarden.ro, you transfer (unless SC Best Florist SRL indicates otherwise) the intellectual property rights, non-exclusively, perpetually, irrevocably, over the posted materials. The company has the right to modify, reproduce, transmit, adapt, publish, and distribute the materials posted by users by any means of communication, from any country. By posting reviews, comments, communications, and other types of content on www.secretgarden.ro, you grant SC Best Florist SRL the right to use your name in connection with the posted materials; you guarantee that you own or otherwise control the intellectual property rights over the materials you post, that the posted materials do not violate any of the posting conditions for reviews, comments, communications, and other forms of user content on www.secretgarden.ro
www.secretgarden.ro has the right, but not the obligation, to monitor, edit, or delete any type of user content or activities on the site. www.secretgarden.ro is not responsible and does not assume liability for any materials posted by other third parties on the site. www.secretgarden.ro reserves the right not to publish all comments and articles proposed by users.


17. Force Majeure
www.secretgarden.ro, affiliates and/or generally suppliers of products or services to www.secretgarden.ro cannot be held responsible for any delay or error resulting directly or indirectly from causes beyond the control of www.secretgarden.ro. This exemption includes, but is not limited to: technical equipment malfunctions at www.secretgarden.ro, internet connection failures, telephone connection failures, computer viruses, unauthorized access to www.secretgarden.ro systems, operational errors, as well as force majeure events stipulated by applicable law.