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User agreement

Returns, delivery, payment

Definitions:

  • Customer — a natural or legal person who makes a purchase from the ROSES24.FI online store.
  • Recipient — the person designated to receive the goods.
  • Seller — the legal entity ROSES24SUOMI Oy, which provides goods and services on the ROSES24.FI website.
  • Courier — an authorised person who delivers orders on behalf of the seller.

Delivery:

  • Deliveries are made daily from 9 a.m. to 10 p.m. within 30 km of the ROSES24.FI store at Atlantinkatu 14, Helsinki.
  • Delivery outside the 30 km radius is possible by prior agreement with the customer, in which case the cost will be calculated individually.
  • When placing an order, the customer selects a delivery time slot. The seller reserves the right to change the delivery time by up to 60 minutes without prior notice.
  • The courier will wait for the recipient for up to 5 minutes and will contact them by all available means.
  • If the recipient is not available, the order may be handed over to a third party (e.g. a neighbour or colleague) if this is acceptable.
  • Undelivered orders will be returned to the store and stored for 24 hours, after which they will be disposed of without compensation.
  • Re-delivery is available upon request and is charged separately, from 5 euros.

Pickup:

  • Pickup is available at the following address: Atlantinkatu 14, Helsinki.
  • The goods must be picked up within the specified time frame. Products are stored for no more than 24 hours.
  • Flowers at pick-up points may be stored without refrigeration, which may affect their freshness and longevity.
  • Receipt of the order is considered confirmation of no complaints about the quality of the goods.
  • If the goods do not meet expectations, the customer must immediately refuse to accept them before leaving the store.

Customer responsibility:

  • The customer is responsible for the accuracy of the information provided: name, telephone number, delivery address and recipient.
  • The recipient is identified verbally by their first and last name. No identity document is required.
  • In the event of incorrect information or an error in the delivery of the goods, the customer is fully responsible.

Payment and orders:

  • All orders are accepted only with 100% prepayment.
  • The order is considered confirmed after the payment is received in the seller’s account.
  • Unpaid orders are held for 2 hours after the requested delivery time, then cancelled.

Returns and order cancellation

Flowers, fruit, balloons:

  • Cancellation of an order with a refund is possible within 24 hours after placing the order, minus bank fees (if applicable).
  • If there are more than 24 hours left before the order is fulfilled, but more than 24 hours have passed since the order was placed, a refund in the form of a voucher for the full amount of the order is possible. The voucher is valid for 3 months.
  • Less than 24 hours before delivery, refunds are not possible. For orders with delivery over 30 km or involving an animator (e.g. ‘Karu’), cancellation is possible 12 hours before delivery.

Returns of other goods:

  • Non-floral items (e.g. scissors, vases, etc.) can be returned within 14 days of receipt if they have not been used and are in their original packaging.
  • The seller will refund the payment within 14 days of receiving the returned item or proof of its shipment.
  • If the customer has chosen a more expensive delivery method than the standard one, the seller is not obliged to compensate for the difference in price.

Right of withdrawal:

  • In accordance with Finnish consumer protection legislation, the right of withdrawal does not apply to perishable goods, including flowers.
  • Returns are also not accepted for custom-made goods (e.g. personalised bouquets made to order).
  • If a return request is submitted and the order is subsequently received (by the courier or from the store), the request will be automatically cancelled and the order will be considered complete.

Rejection and cancellation of an order by the seller:

  • If the product is out of stock and the proposed replacement does not suit the customer, the order may be cancelled in part or in full.
  • In this case, the seller is obliged to refund the payment within 14 days of confirming the cancellation.
  • The seller reserves the right to cancel the order and refund the payment if an obvious error in the price has been detected (for example, the product was listed at a price significantly lower than the market price due to a system failure).