Refund policy

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 clear and relevant photos that show the reported issue. The photos must reflect the condition of the plant as received, without any intervention (no uprooted plants, no repotting, no change of container or substrate, etc.). Due to the perishable nature of the products, we cannot accept later complaints.

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

If you pick up the products from the store, you have the possibility to check them at the time of collection. Due to the perishable nature of the products, we cannot accept complaints after leaving the premises.

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

Non-perishable products delivered by courier (distance sales) can be returned only if they are in the same condition as received. Products collected from the store or products delivered by our own staff cannot be returned.

What type 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 special order or custom-made finished products cannot be returned. According to GEO 34/2014, flowers and plants are exempt from the right of return and warranty.

Who is entitled to the right of return?

The provisions of OUG 34/2014 apply only to the consumer defined as a natural person or group of natural persons organized in associations under OG 21/1992.

How long will it take to receive an answer to a complaint?

The average response time is 1-5 working days, depending on the period and necessary checks (review of surveillance cameras, communication with couriers, etc.).

Return of perishable products

Plants and flowers are not covered by the legal right of return. The return of perishable products will only be accepted in exceptional cases, with written approval by email from Best Florist SRL. Procedure:

  • Request sent by email within max. 24h from receiving the parcel, with clear photos and detailed explanations.
  • The team also checks the surveillance cameras in the packing area.
  • The consumer waits for written confirmation of acceptance or rejection of the return.
  • If accepted, the return must be made within max. 2 working days to Str. Cozia nr. 22B, Sat Gagu, Ilfov, Romania, postal code 077077 tel. 0786.910.002, by courier (no COD). All documents, original labels and packaging must be included.
  • The consumer is responsible for proper packaging. Damaged products or plants affected by cold/improper packaging will not be accepted.
  • Refund is made by bank transfer within the legal term of max. 14 days from acceptance of the return. Transport cost is not refunded, as it is a service already provided.

Return of non-perishable products

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

  • Right of return within 14 calendar days of receiving the product.
  • Written request sent to comenzi@secretgarden.ro including bank details for refund.
  • Return within max. 14 days to Str. Cozia nr. 22B, Sat Gagu, Ilfov, Romania, postal code 077077 tel. 0786.910.002, by courier (no COD). The product must be complete, in original condition, with packaging and labels intact.
  • The consumer is responsible for proper packaging and delivery.
  • Refund is made by bank transfer within the legal term of max. 14 days from acceptance of the return. Transport cost is not refunded, as it is a service already provided.

Unaccepted/rejected returns, not collected within 3 working days, will be considered abandoned and destroyed/donated without obligation.

Conformity warranty

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

Situations reported within max. 24h of receiving the parcel will be carefully reviewed, even if no legal warranty applies.