Complaint

Our goal is to deliver every order in perfect condition - exactly as you imagined it. However, if something happens to be wrong, you can make a claim. We will always do our best to resolve it quickly and fairly.

What can I claim?

You can make a claim if:

• the goods arrive damaged or in an unsatisfactory condition (e.g. wilted flowers),
• the goods do not correspond to the order (e.g. a different bouquet than ordered),
• incomplete or non-functioning goods have arrived (e.g. a broken vase).

Complaint periods

A special regime applies to fresh flowers - claims must be made within 24 hours of delivery as these are perishable goods.  
For other goods (e.g. vases, chocolates, cakes), a claim can be made within 24 months of receipt, provided that the defect is not caused by wear and tear or misuse.

How do I make a claim?

Please contact us as soon as possible, for flowers within 24 hours of receipt, by emailing info@kvetinyonline.cz.
Describe the problem and attach a photograph of the goods delivered (e.g. bouquets, vases, etc.).
Please include your order number so that we can quickly track down and resolve everything.

What happens next?

We will assess your complaint promptly - for flowers, usually the same day. If the complaint is justified, we will offer you:

• a new delivery of the goods
• a refund
• another solution by agreement

Further information

For details about complaints, return of goods and your rights as a consumer, please see our Business Terms and Conditions.

Your satisfaction is most important to us. So if something goes wrong, get in touch - we'll sort it out quickly and with a smile.

KvětinyOnline team