Refund policy

 

Complaints/reports and returns. General notices and procedures

How do I send a report? Complaints can only be sent by email to the address sesizari@secretgarden.ro, in no more than 24 hours after receiving the package, accompanied by qualitative and relevant photos, which highlight the complained situation. The pictures must reflect the state of the plant as you received it, without interfering with it (no uprooted plants, moved to other pots or other substrate, etc.). If you pick up the products from the store, you have the opportunity to check them at the time of pick up. Due to the perishability of the products we sell, we cannot accept subsequent complaints.

What type of products can be returned and in what situation? Non-perishable products delivered by courier (distance purchases) can be returned, only if they are in the condition in which you received them. Products picked up from the store or products for which the delivery was made by own personnel cannot be returned (cases in which the consumer has the opportunity to check the products upon receipt).

What type of products cannot be returned? Perishable products (live plants, string flowers, floral arrangements, etc.), used materials, used pots/containers, fertilizers/sprays/substrates or other unsealed preparations cannot be returned. Products purchased or imported to order (plants or pots) or finished products made to order (bouquets, arrangements, etc.) cannot be returned. According to GEO 34/2014, flowers and plants are products that are likely to deteriorate quickly and are exempt from the right of withdrawal (return) and warranty.

Who benefits from the right of return? The provisions of GEO 34/2014 apply only to the consumer defined as any natural person or group of natural persons constituted in associations as defined in art. 2 point 2 OG 21/1992 on consumer protection, republished, with subsequent changes and additions.

How soon will I receive an answer? We try to solve any situation as quickly as possible, but sometimes we need time to make certain checks. The average response time is 1-5 working days.

Return of perishable products. Considering the fact that the plants/flowers do not benefit from the legal right of return, the return of perishable products will be accepted only in exceptional situations and requires the written agreement of Best Florist SRL by email.

  • in order to return a perishable product, the consumer has the obligation to send by email a request in which he argues in detail the reasons for which the return is desired, accompanied by qualitative and relevant pictures that highlight the complained situation. This procedure is done in no more than 24 hours after receiving the package.
  • our team will verify the complained situation by all possible means, including consulting the recordings of the surveillance cameras in the packing areas.
  • the consumer will wait for our written decision (confirmation by email) regarding the approval/rejection of the return
  • if the return has been accepted, the return is made by sending the products, within a maximum of 2 working days, to the address: Str. Queue no. 22B, Dascalu Commune, Gagu Village, phone: 0786.910.002, by any courier, except Romanian Post. The package will be sent without refund, and the shipping cost will be borne by the customer - otherwise, it will be refused upon receipt. The parcel will contain all the documents and labels initially received.
  • the consumer is responsible for the appropriate packaging of the returned product and its delivery in its initial state to the headquarters of Best Florist SRL. Damaged/broken/incomplete products or frozen/cold/damaged plants due to faulty packaging will not be accepted.
  • the value of the returned product will be reimbursed in full, by bank transfer, within 14 calendar days from the reception and acceptance of the return by Best Florist SRL. Best Florist SRL will accept or reject the return within a maximum of 5 days from the full receipt of the return package. Costs for services rendered, such as the value of transport, will not be reimbursed.


Return of non-perishable products. The non-perishable products sold by Best Florist SRL can be returned according to the following procedure:

  • according to GEO 34/2014, consumers have the right to cancel the purchase within 14 calendar days from the date of physical possession of the product, if the product is not perishable.
  • in order to return a non-perishable product, the consumer has the obligation to send by email a request notifying the termination of the contract and requesting the return of the amount paid, indicating the account and the bank where the money will be returned, to the address comenzi@secretgarden.ro 
  • the return is made by sending the products, within a maximum of 14 calendar days from the date of receipt of the order, to the address: Str. Queue no. 22B, Dascalu Commune, Gagu Village, telephone: 0786.910.003, by any courier, except Romanian Post. The package will be sent without refund, and the shipping cost will be borne by the customer - otherwise, it will be refused upon receipt. The parcel will contain all the documents and labels originally received, and the product is returned containing all the original parts / elements / accessories, in the condition in which they were received - with all the original packaging, without scratches/cracks or other defects caused by the user.
  • the consumer is responsible for the appropriate packaging of the returned product and its delivery in its initial state to the headquarters of Best Florist SRL. Damaged/broken/incomplete products will not be accepted.
  • the value of the returned product will be reimbursed in full, by bank transfer, within 14 calendar days from the reception and acceptance of the return by Best Florist SRL. Best Florist SRL will accept or reject the return within a maximum of 5 days from the full receipt of the return package and the letter of denunciation (if the two come separately, the 14 calendar days pass from the last one that was received). Costs for services rendered, such as the value of transport, will not be reimbursed.

Unaccepted/rejected returns, which are not picked up by customers from our office within 3 working days, will be considered abandoned and will be destroyed, thrown away or donated without any obligation.

Warranty of conformity

For products sold on the platform secretgarden.ro, there is no legal guarantee of compliance, being perishable products, phytosanitary preparations made or not on request, ceramic products or products that together form another finished product.

However, if customers/users secretgarden.ro signals certain situations, we will discuss them with all the necessary attention, only if the reports are sent within 24 hours of receiving the packages.