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At Khelvornuizik, we take pride in delivering fresh, beautiful flowers and exceptional service. Your satisfaction is our top priority, and we stand behind the quality of every arrangement we create. This Return Policy outlines our procedures for addressing concerns and ensuring you receive the best possible experience.
We understand that flowers are often purchased for special occasions and meaningful moments. When something doesn't meet your expectations, we want to make it right. This policy explains your rights and our responsibilities regarding returns, refunds, and replacements.
Flowers are natural, perishable products with unique characteristics. Each bloom is different, and variations in size, color, and appearance are normal. Factors affecting flower longevity include:
We carefully select and prepare all flowers to ensure they are fresh and vibrant at the time of delivery. However, we cannot control conditions after delivery, which may affect the product's lifespan.
Due to the perishable nature of fresh flowers, we do not accept physical returns of delivered products. Once flowers have been delivered and accepted, they cannot be returned to our shop for hygiene and quality reasons. This policy is standard in the floral industry and protects both our customers and our business.
However, we offer alternative solutions if you are not satisfied with your order, as detailed in the sections below.
We guarantee that all flowers delivered are fresh, properly arranged, and match the description provided at the time of order. If your order does not meet these standards, we will work with you to resolve the issue promptly.
We will address the following issues:
The following situations are not covered by our satisfaction guarantee:
To be eligible for a resolution, you must report any issues within the following timeframes:
Claims reported after these timeframes may not be eligible for resolution, as we cannot verify the condition of perishable products after extended periods.
To report an issue, contact us immediately using one of the following methods:
When reporting an issue, please provide:
For quality-related concerns, we require clear photographs showing:
Photographs help us assess the situation accurately and provide appropriate solutions quickly.
Upon receiving and verifying your complaint, we will offer one of the following resolutions based on the specific circumstances:
We may send a replacement arrangement at no additional charge. The replacement will be:
Replacement is our preferred solution for quality issues, as it allows us to demonstrate our commitment to your satisfaction.
For minor issues that don't warrant full replacement, we may offer a partial refund to your original payment method. The refund amount will be determined based on:
In cases of significant quality issues or non-delivery due to our error, we will provide a full refund including:
Refunds are processed to the original payment method within 5-10 business days.
As an alternative to refunds, we may offer store credit for future purchases. Store credit:
If your order was not delivered on the scheduled date, contact us immediately. We will:
If delivery fails due to incorrect address information provided by the customer:
Please verify all address details carefully when placing your order.
If the recipient is unavailable at the delivery address:
During extreme weather (severe cold, heat, storms), we may:
We are not liable for quality issues resulting from extreme weather conditions beyond our control.
Flower availability varies by season. During peak periods (Valentine's Day, Mother's Day, Christmas), we may experience:
We communicate any significant changes and work to maintain quality standards during busy periods.
For custom or special event orders (weddings, corporate events), different terms may apply:
Custom order terms are discussed and agreed upon during the consultation process.
Approved refunds are processed to the original payment method used for the purchase. We cannot issue refunds to different payment methods or accounts.
Refund processing times:
You will receive confirmation when the refund is processed. Contact your bank if you don't see the refund within the expected timeframe.
Partial refunds may be issued for:
To maintain flower freshness and longevity after delivery, customers should:
Failure to provide proper care may affect flower longevity and is not covered by our satisfaction guarantee.
If you are not satisfied with our proposed resolution:
We are committed to finding fair solutions and maintaining positive customer relationships.
If we cannot resolve your concern internally, you may contact:
This Return Policy does not affect your statutory rights under Finnish and EU consumer protection laws. In cases where this policy conflicts with applicable law, the law shall prevail.
We reserve the right to:
We may update this Return Policy periodically to reflect changes in our practices or legal requirements. Updates will be posted on our website with a revised "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.
For questions about this Return Policy or to report an issue with your order, please contact us:
Khelvornuizik
Mannerheimintie 5
00100 Helsinki, Finland
Phone: +358 9 6226 260
Email: notifyuse@khelvornuizik.world
Business Hours:
Monday - Friday: 9:00 - 18:00
Saturday: 10:00 - 16:00
Sunday: Closed