Returns & Complaints

Return and Complaint Procedure

Based on the Act of May 30, 2014 on consumer rights (Journal of Laws 2014, item 827) - A customer who has made a distance purchase has the right to return the purchased item (withdraw from the purchase-sale agreement) within 14 calendar days from the date of:

taking possession personally or by a third party indicated, other than the carrier
in the case of shipping the purchased goods in batches - from the date of taking possession of the last received product from the order.

To exercise this right, we ask customers to send an appropriate statement to the e-mail address: biuro@rzkwiaty.pl or to the address: Rose Corner Florist Suwałki, ul. Tadeusza Kościuszki 94a, 16-400 Suwałki. The template of the mentioned statement can be downloaded here. The customer bears the cost of returning the goods.

The customer, after submitting a statement of withdrawal from the contract, should within 14 calendar days send unwanted products to the address: Rose Corner Florist Suwałki, ul. Tadeusza Kościuszki 94a, 16-400 Suwałki. The date of dispatch counts, hence we recommend sending a registered parcel by post or via a courier company. It is possible to return in person to the mentioned address, after prior arrangement of conditions with the Florist.

Rose Corner Florist in Suwałki undertakes to immediately refund the customer all costs associated with the purchase of the returned product. The florist does not refund additional shipping costs incurred by the customer at his request (e.g. delivery on Saturday, in the afternoon hours).

The customer is responsible for the decrease in the value of the product resulting from using it in a way that goes beyond necessary to determine the nature, characteristics and functioning of the product (e.g. checking what is in the packaging). The florist has the right to deduct from the returned amount the reduced value of the returned goods.

The customer will receive confirmation from the Florist about the successful notification of withdrawal from the contract.

The florist will make a refund of payment by the same channel that was used in the transaction of payment for the order. Changing the way of refunding money is possible with the consent of the customer, but cannot be associated with any additional costs.

At the moment of withdrawal by the consumer from the distance contract, the additional contracts concluded by the customer, if the service is provided by the entrepreneur or a third party on the basis of an agreement with the entrepreneur, expire. The seller informs this person about the customer's withdrawal from the contract. The customer does not bear the costs associated with the expiration of these contracts, except for the costs specified in art. 33, art. 34 sec. 2 and art. 35 of the Consumer Rights Act. Template of the withdrawal form from the distance purchase-sale contract

RETURN FORM Complaint procedure - applies to sales contracts concluded from December 19, 2021

The basis for the complaint are the provisions on warranty, resulting from the Civil Code Act of April 23, 1964 (Journal of Laws No. 16, item 93, as amended) and other generally applicable legal provisions.

In case of a physical or legal defect, please notify our Florist by phone (+48 507 771 954), by e-mail: biuro@rzkwiaty.pl or by letter to the address: Rose Corner Florist Suwałki, ul. Tadeusza Kościuszki 94a, 16-400 Suwałki:

what is being complained about, all information, including thetype and date of occurrence of non-compliance/defect of the product purchased in our Florist;

presentation of a request for a way to resolve the complaint (repair, replacement, request for a price reduction, return of goods);

contact details of the customer submitting the complaint.

In order to consider the complaint, the Florist may ask the customer to send photographic documentation, or ask to send the complained product to the agreed address - at the cost of the Florist.

The Florist undertakes to consider the submitted complaint within 14 calendar days from the date of its receipt. In the case of a customer's request for a product replacement or defect removal or a statement about a price reduction, specifying the amount by which the price is to be reduced, and the Seller did not respond to this request within fourteen days, it is considered that the request was recognized as justified.

The Florist is obliged to replace the defective product with one free from defects or remove the defect within a reasonable time without excessive inconvenience for the customer. In the case of a request for a refund, the refund should be made immediately, but no longer than 14 days. In the case of a request for a price reduction, the customer should set a deadline for their return (e.g., 7 days from the date of receipt of the request for a price reduction).

In the case of replacement or repair of the complained product - the cost of shipping is on the Florist's side.

The seller is liable under the warranty if a physical defect is found before the expiry of two years. The period for exercising warranty rights begins from the day on which the customer learned about the existence of the defect, and if the customer learned about the existence of the defect only as a result of a lawsuit by a third party - from the day on which the judgment issued in the dispute with the third party became final.

The Florist undertakes that the products offered on the website www.rzkwiaty.pl are free from physical and legal defects.

A physical defect consists in the non-compliance of the sold goods with the sales contract, in particular if it:

does not have properties that a product of this kind should have due to the purpose specified in the Sales Agreement or resulting from circumstances or destination;

does not have properties that the Seller assured the customer about, including presenting a sample or model;

is not suitable for the purpose that the customer informed the Seller about when concluding the sales contract, and the Seller did not raise objections to such its destination;

was issued to the customer in an incomplete state.

If the customer is a consumer, public assurances of the seller, manufacturer and other persons introducing the product into circulation are treated on a par with the seller's assurance.

A legal defect causes the seller's liability towards the customer if the sold product is the property of a third party or is encumbered with the right of a third party, and also if the restriction in using or disposing of the product results from a decision or judgment of the competent authority; in the case of selling a right, the seller is also responsible for the existence of the right.

The seller is exempt from liability under the warranty if the customer knew about the defect at the time of concluding the sales contract.

The seller is not liable to the customer who is a consumer for the fact that the sold product does not have properties resulting from public assurances (of the seller, manufacturer and other persons introducing the product into circulation), if he did not know these assurances or, judging reasonably, could not know or they could not influence the customer's decision to conclude the Sales Agreement, or if their content was corrected before the conclusion of the Sales Agreement.

If the sold product has a defect, the customer may request a replacement of the product with one free from defects or removal of the defect. TheFlorist is obliged to replace the defective product with one free from defects or remove the defect within a reasonable time without excessive inconvenience for the customer. The Florist may refuse to satisfy the customer's request if bringing the defective product into compliance with the sales contract in the manner chosen by the customer is impossible or would require excessive costs compared to the other possible way of bringing it into compliance with the sales contract (price reduction, money return).

If the sold product has a defect, the customer may submit a statement about a price reduction or withdrawal from the sales contract, unless the Seller immediately and without excessive inconvenience for the customer replaces the defective product with one free from defects or removes the defect. This limitation does not apply if the product has already been replaced or repaired by the Seller or the Seller has not fulfilled the obligation to replace the product with one free from defects or remove the defect. The reduced price should remain in such proportion to the price resulting from the sales contract as the value of the product with a defect remains to the value of the product without a defect. The customer cannot withdraw from the sales contract if the defect is insignificant.

If only some of the sold products are defective and can be detached from the products free from defects, without harm to both parties, the customer's right to withdraw from the contract is limited to defective products.

Complaint Procedure - applies to sales contracts concluded from December 19, 2021

what is being complained about, all information, including the type and date of occurrence of non-compliance/defect of the product purchased in our Florist;