Refund policy

RETURNS, REFUNDS AND CANCELLATION POLICY

1. Scope

This Policy explains cancellation, amendment, return, perishable-product, non-perishable-product, damage, conformity and refund conditions for orders placed through https://www.flowershopbarcelona.com.

It should be read with the Terms and Conditions of Sale and the Shipping and Delivery Policy.

Contact for requests:

Flowershop.barcelona@gmail.com

Please include the order number, purchaser’s name and a clear description of the request.

2. Cancellation or amendment before preparation

Customers may request cancellation or amendment by contacting Flower Shop Barcelona as soon as possible.

We will try to accommodate the request where:

bouquet or arrangement preparation has not started;

no element has been personalised;

no material has been specifically purchased or ordered for the request;

the order has not been handed to the delivery provider.

A request is not accepted until Flower Shop Barcelona confirms it. Because products are handmade and perishable, cancellation or amendment cannot be guaranteed once preparation begins.

Where we accept a full cancellation before specific work or costs have been incurred, the relevant amount will be refunded to the original payment method. If only part can be cancelled, we will inform the customer before applying the solution.

3. Same-day, urgent and bespoke orders

Same-day, urgent, personalised or special-design orders may enter preparation immediately after acceptance, leaving very little time to amend or cancel them.

Where flowers have already been used, the arrangement prepared, a personalised ribbon or card printed, specific materials purchased or a special delivery service reserved, Flower Shop Barcelona may refuse cancellation in respect of the completed or personalised portion, within statutory limits.

This does not affect rights where Flower Shop Barcelona breaches the contract or supplies a defective or non-conforming product.

4. Withdrawal right for non-perishable products

For non-perishable products bought at a distance, consumers generally have 14 calendar days from the date on which they, the recipient or an authorised third party physically receives the product to communicate withdrawal without giving a reason.

Where several products are delivered separately, the period is calculated according to the statutory rules applicable to the final relevant delivery.

To withdraw, customers must send an unequivocal statement to Flowershop.barcelona@gmail.com before expiry. The model form at the end may be used but is not mandatory.

5. Products excluded from withdrawal

The withdrawal right does not apply, among other statutory exceptions, to:

fresh flowers, bouquets, floral arrangements, wreaths and other goods liable to deteriorate or expire rapidly;

certain live plants where their nature and specific condition make them liable to deteriorate rapidly;

goods made to the customer’s specifications or clearly personalised, including special designs, printed ribbons, cards or elements created specifically for the order;

sealed goods unsuitable for return for health or hygiene reasons once unsealed, where legally applicable;

other exceptions established by applicable law.

The absence of a withdrawal right does not remove rights relating to incorrect, damaged, defective or non-conforming goods.

6. Condition and handling of returned non-perishable goods

Customers may inspect a non-perishable product as they reasonably could in a shop. They are responsible for diminished value resulting from handling beyond what is necessary to establish the product’s nature, characteristics and functioning.

Where possible, products should be returned with accessories, instructions and original packaging to protect them. Missing or opened packaging does not automatically remove the withdrawal right, although damage or diminished value caused by unnecessary handling may be considered according to law.

7. Return procedure for non-perishable products

After communicating withdrawal, the customer must return the product without undue delay and no later than 14 calendar days after that communication.

The provisional return address is:

Flower Shop Barcelona S.L.

Carrer del Cabanyal 1, Local

08018 Barcelona, Spain

We recommend waiting for return instructions before sending or bringing a product to avoid address or receiving errors.

Cash-on-delivery or postage-due returns are not accepted without prior agreement.

8. Return costs

Where a consumer withdraws merely because they changed their mind about a non-perishable product, the consumer bears the direct return cost, provided this was disclosed in advance.

Flower Shop Barcelona will bear reasonable return or collection costs where:

an incorrect product was supplied;

it is damaged or defective for a reason not attributable to the customer;

there is a lack of conformity;

the law otherwise requires it.

9. Withdrawal refunds

For valid withdrawal, we will refund payments received for the withdrawn products, including the corresponding ordinary delivery charge where required by law. We need not refund the additional cost resulting from the customer selecting a more expensive delivery method than the least expensive ordinary method offered.

Refunds will be made without undue delay and within the statutory period, using the same payment method unless another method is expressly agreed without cost to the customer.

Where legally permitted, we may withhold the refund until we receive the goods or the customer provides evidence of return, whichever occurs first.

10. Fresh flowers, plants and perishable products

Flowers are natural and perishable. Minor natural variations in colour, size, opening, form, texture or placement are not in themselves defects where the arrangement reasonably maintains the agreed design, size, palette, quality and value.

Availability substitutions are governed by the Terms and Conditions. A substitution made in accordance with those terms is not in itself an incorrect delivery.

Customers nevertheless retain rights where the product:

arrives seriously damaged or in poor condition for a cause existing before delivery;

is substantially different from the contracted product;

is materially smaller or lower in value;

omits essential elements without suitable substitution;

is delivered on a different date where timing was essential;

otherwise presents a legally relevant lack of conformity.

11. Reporting damage or quality concerns

The customer or recipient should inspect products as soon as reasonably possible.

For fresh flowers, plants and arrangements, we recommend reporting visible damage, errors or quality concerns within 24 hours of delivery. Because these products change rapidly, early reporting helps establish their original condition and the cause.

Where possible, include:

order number;

overall and detailed photographs;

photographs of packaging and container;

approximate receipt date and time;

a description of the issue and care provided.

The recommended 24-hour period does not automatically eliminate statutory rights. Later claims will be assessed according to the circumstances, product nature, evidence and elapsed time.

12. Remedies for damaged, incorrect or non-conforming products

Where an incident attributable to Flower Shop Barcelona or our selected carrier is confirmed, we will provide the legally appropriate remedy suited to the product. It may include:

replacement or redelivery without charge;

replacement of particular elements;

proportionate price reduction;

partial refund;

full refund;

another solution agreed with the customer.

For perishable goods, urgency and product nature may make prompt replacement the most appropriate remedy, provided it does not cause disproportionate inconvenience.

Store credit will be offered only voluntarily and will not replace a mandatory monetary refund without the customer’s agreement.

13. Lifespan and subsequent care

Flower and plant lifespan varies with species, maturity, temperature, light, humidity, water, container cleanliness and care. Unless a product page gives an express guarantee, no exact number of days is promised.

Natural wilting after delivery does not necessarily indicate an original lack of conformity. We will consider whether the issue existed on receipt and whether reasonable care instructions were followed.

14. Failed delivery due to absence or incorrect information

Where a first delivery cannot be completed because the recipient is absent, access is impossible or the customer supplied an incorrect address or telephone number, a new delivery charge may be necessary after communication and acceptance.

If flowers lose quality while awaiting redelivery or collection for a cause attributable to the purchaser or recipient, Flower Shop Barcelona is not required to refund that deterioration unless another legal responsibility applies.

The Shipping and Delivery Policy applies.

15. Uncollected orders

Fresh collection orders must be collected on the agreed date. If not, we will try to contact the customer.

Because products are perishable, failure to collect on the agreed date may prevent cancellation or refund once the order has been correctly prepared. Any possibility of redelivery, storage or new preparation will be communicated case by case.

16. Discounted products

Discounted or promotional products retain statutory conformity rights and, if non-perishable and not otherwise exempt, the withdrawal right.

A return will not be refused solely because the product was discounted. Lawful and clearly communicated promotional conditions may apply where they do not remove mandatory rights.

17. Gift cards

Where gift cards are offered, their validity, use, balance, loss, return and refund terms will be displayed before purchase.

Nothing limits rights relating to a defective, incorrectly charged or undelivered gift card. Specific terms should be consulted on its product page.

18. Refunds where Flower Shop Barcelona cancels

If Flower Shop Barcelona cancels because of unavailability, delivery impossibility or another cause not attributable to the customer, amounts charged for products or services not supplied will be refunded without undue delay.

We may offer an alternative, new date or credit, but the customer need not accept it where a monetary refund is due.

19. Time for receipt of refunds

Flower Shop Barcelona will process refunds within the applicable legal period. After issue, the bank or payment provider may require additional days to display the funds.

If the customer does not receive the refund within a reasonable period after confirmation, they should contact us so the transaction can be checked.

20. Model withdrawal form

Complete and send this form only if you wish to withdraw from a contract for a product to which the statutory withdrawal right applies:

To Flower Shop Barcelona S.L., Carrer del Cabanyal 1, Local, 08018 Barcelona, Spain; Flowershop.barcelona@gmail.com:

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [PRODUCT DESCRIPTION].

Order number: [NUMBER].

Ordered on/received on: [DATE].

Name of consumer(s): [NAME].

Address of consumer(s): [ADDRESS].

Signature, only if submitted on paper: [SIGNATURE].

Date: [DATE].