Complaints and Returns

General notions and procedures. Rights and obligations.

How do I submit a complaint?

Complaints can only be sent by email to sesizari@secretgarden.ro, within 24 hours of receiving the package, accompanied by high-quality and relevant photos that clearly show the issue being reported. The photos must reflect the condition of the plant as you received it, without any interference (no uprooted plants, moved to other pots or substrates, etc.). Due to the perishability of the products, we cannot accept complaints submitted later.

If you notice missing products from the package, you must keep all packaging until the situation is clarified.

If the products are delivered through the Driver Delivery service – the plants are delivered unpackaged by our driver, and you have the opportunity to check them at the time of handover. Due to the perishability of the products, we cannot accept complaints after delivery.

What types of products can be returned and under what conditions?

Non-perishable products delivered by courier (distance purchases) can be returned only if they are in the condition in which you received them. Products delivered by our own personnel (Driver Delivery) 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, fertilizers/sprays/substrates, or other unsealed preparations cannot be returned. Products purchased or imported on order or custom-made finished products cannot be returned. Plants are perishable products excluded from the right of return and warranty, according to OUG 34/2014.

Who is entitled to the right of return?

The provisions of OUG 34/2014 apply only to consumers defined as natural persons or groups of natural persons constituted as associations according to OG 21/1992.

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

The average response time is 1-5 working days, depending on the period and necessary verifications (checking cameras, communications with courier companies, etc.).

Return of perishable products

Plants and flowers do not have a legal right of return. Return of perishable products will be accepted only in exceptional cases, with written consent by email from Best Florist SRL. Procedure:

  • Request sent by email within max. 24 hours of receiving the package, with high-quality photos and detailed explanations.
  • The team also checks 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 working days to Str. Cozia no. 22B, Sat Gagu, Ilfov, Romania, Postal code 077077, tel. 0786.910.002, by courier (no cash on delivery). All documents, original labels, and packaging must be included.
  • The consumer is responsible for proper packaging. Damaged products or plants affected by cold/poor packaging are not accepted.
  • Refunds are made by bank transfer within the legal maximum of 14 days from acceptance of the return. Shipping costs are not refunded, as this is a service already provided.
  • The cost of shipping for returning a product is borne by the consumer, according to current legislation.

Return of non-perishable products

Non-perishable products can be returned according to OUG 34/2014:

  • Right of return within 14 calendar days from receiving the product.
  • Written request sent to comenzi@secretgarden.ro with bank details for refund.
  • Return within max. 14 days to Str. Cozia no. 22B, Sat Gagu, Ilfov, Romania, postal code 077077, tel. 0786.910.002, by courier (no cash on delivery). The product must be complete, in its original condition, with original packaging and labels.
  • The consumer is responsible for proper packaging and delivery.
  • Refunds are made by bank transfer within the legal maximum of 14 days from acceptance of the return. Shipping costs are not refunded, as this is a service already provided.
  • The cost of shipping for returning a product is borne by the consumer, according to current legislation.

Unaccepted/rejected returns, or those not collected within 3 working days, will be considered abandoned and will be destroyed/donated without generating any obligations.

Conformity warranty

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

Issues reported within 24 hours of receiving the package will be carefully analyzed, even if a legal warranty does not apply.