User agreement

🗓 Version as of: 26.11.2025
🌹 ROSES24SUOMI Oy
📄 Registration number: 3426716-5
💰 VAT (ALV): FI34267165
📍 Address: Atlantinkatu 14, 00220 Helsinki, Finland
📧 E-mail: [email protected]
🌐 Website: www.roses24.fi
🗓 Version as of: 22.10.2025

📘 Definitions

👤 Customer – a natural or legal person who purchases goods in the ROSES24.FI online store.

💳 Orderer – a person who has accepted the payment terms, placed and paid for an order on the ROSES24.FI website.

🎁 Consignee – a person to whom the goods are delivered.

🏢 Seller – the legal entity ROSES24SUOMI Oy, which sells goods on the ROSES24.FI website.

🚗 Courier – an authorised representative of ROSES24.FI responsible for delivering orders.

⚠️ Company employees communicate with the Customer or Consignee only via Finnish telephone numbers starting with the international prefix +358 and do not use messengers (WhatsApp, Viber, etc.).

🚚 Delivery

🕘 Delivery is carried out every day from 09:00 to 22:30, except on public holidays.

📦 Delivery is carried out within a radius of 20 km from the store at Atlantinkatu 14, 00220 Helsinki.

📍 Delivery outside this radius is possible by prior arrangement with ROSES24.FI or through an order placed on the website.

📅 The Seller has the right, at its sole discretion, to establish a different delivery schedule without prior notice to the Orderer or Consignee; more detailed information is available on the ROSES24.FI website.

⏱ The Seller reserves the right to change the delivery time by up to 120 minutes.

🕓 When placing an order, the Orderer selects a delivery time slot, which cannot be changed without the Seller’s consent.

💶 Changes to the time slot and date of delivery or pickup are subject to a fee of 3 euros. The Seller may refuse to change the time and date of delivery.

🚪 The courier waits for the Consignee for no more than 5 minutes.

👥 If the Consignee is absent, the courier may, at their own discretion, hand over the order to a third person.

🏪 Undelivered orders are returned to the ROSES24.FI store at Atlantinkatu 14, 00220 Helsinki, where they are stored for 24 hours before being disposed of.

📩 A notification about an undelivered order is sent to the Customer’s e-mail address provided when placing the order. The Seller does not guarantee delivery of this message.

📞 If delivery (including free delivery) did not take place due to the Consignee’s fault, for example because of an incorrect address, absence on site, an unreachable phone number or other similar circumstances, the cost of redelivery is from 10 euros.

📍 By ordering delivery, the Orderer guarantees that the Consignee will be present throughout the selected time slot.

📋 The Orderer bears full responsibility for providing a correct delivery address, including the correct Consignee name, locality, street, house number, first and last name, and any other information required for proper delivery.

🗣 The courier identifies the Consignee verbally, clarifying their first and last name without requiring an identity document.

⚖️ The Seller is not liable for any consequences arising from incorrect identification of the Consignee.

📞 Communication regarding complaints

🔒 For the purposes of confidentiality and protection of personal data (in accordance with GDPR), all complaints and questions regarding the quality of order fulfilment are handled exclusively with the Orderer, i.e. the person who placed and paid for the order.

📨 Any messages from the Consignee have no legal force. Such communications may be taken into account, but do not constitute grounds for refunds, compensation or re-performance of the order.

🛡 This rule is intended to protect the interests of the Orderer and to prevent unauthorised access to order information.

🚫 Refusal of delivery at the initiative of the Orderer or Consignee

✏️ After an order has been placed and the delivery method selected, any changes are only possible upon agreement with the Seller.

🚫 If the Orderer or Consignee independently refuses the paid delivery service and collects the order personally, the delivery fee is not refunded, as the store has fulfilled its obligations to prepare the goods for handover.

📲 SMS and e-mail notifications about delivery status

📱 The Consignee receives an SMS notification 15–30 minutes before delivery with information about the courier’s imminent arrival.

📧 After delivery or in the event of an unsuccessful delivery attempt, an e-mail notification is sent to the Orderer indicating whether the order was delivered or not.

⚠️ The Seller does not guarantee 100% delivery of notifications, as this depends on mobile operators, e-mail service providers, recipient settings and other circumstances beyond the Seller’s control.

🏬 Pickup point

📍 Pickup: orders can be collected at Atlantinkatu 14, 00220 Helsinki.

🕓 The Seller reserves the right to change the pickup time without notifying the Customer, but by no more than 120 minutes.

👀 The Consignee must check the goods upon receipt.

📸 If the goods do not correspond to the stated characteristics, the Consignee must refuse to accept them and return them immediately.

✅ Acceptance of the order by the Orderer or Consignee is deemed confirmation that the goods were received without any complaints against the Seller.

❌ If the Orderer has previously submitted a request for a refund but nevertheless accepts the order, this automatically cancels their request for cancellation.

🌿 Complaints about the quality of flowers and plants

🕒 Complaints related to the quality of fresh flowers, bouquets and plants are accepted within 2 hours from the moment the goods are handed over to the Orderer or Consignee.

📸 To have a complaint reviewed, the following must be provided:

• a photo of the goods in their original packaging;
• a photo of the cut point (for flowers) or the general condition of the plant;
• the order number and time of receipt.

⚠️ After the specified period, complaints are not accepted, since flowers and plants are perishable goods and their condition depends on storage and care after handover.

💳 Payment and orders

💯 Orders are accepted only against 100% prepayment.

💰 Order fulfilment is carried out on the basis of payment received into the Seller’s account.

⏳ Unpaid orders are reserved for 10 minutes from the moment of placing the order and are then automatically cancelled.

⚠️ The Seller is not responsible for errors in the Consignee’s contact details if they prevent delivery of the goods.

🚫 The Seller is not liable even if the Consignee refuses to accept the order, is at a different address or is unwilling to coordinate the delivery time.

📋 Comments added to the order are not mandatory for execution and are of an informative nature only, unless otherwise agreed with the Seller in writing.

🔁 Cancellation and refunds

⏱ Within 24 hours after placing the order

Order cancellation and refund are possible only within 24 hours from the moment the order is placed, provided that the order is not scheduled for execution within the next 72 hours, for the following items:

• flowers,
• plants,
• balloons,
• other items made to individual order.

For other groups of goods, the rules of the Finnish Consumer Protection Act apply.

❌ After 24 hours, cancellation and refund for the above goods are not possible.

📦 If the ordered product is not available or the proposed replacement does not suit the Customer, the order (fully or partially) may be cancelled.

🧾 An order may be cancelled either partially or fully. In the event of partial cancellation, the Seller may ask the Customer whether the remaining part of the order should be fulfilled or also cancelled.

💶 In the event of cancellation, the amount paid is refunded to the Customer as soon as possible, but no later than within 14 days from the date the cancellation is confirmed.

In the event of a refund at the Customer’s initiative, a fee of 3 euros is deducted from the refunded amount, covering processing costs. If the refund is made at the Seller’s initiative, no fee is charged.

📦 Return of goods and 14-day right of withdrawal

📤 To use the 14-day right of withdrawal for goods to which it applies, the product must not be used in any way other than to determine its nature, characteristics and performance, to the extent allowed when testing in a physical store.

⚖️ If the product has been used in another way or shows traces of use/wear, the Seller has the right to reduce the refund amount in proportion to the reduction in the product’s value.

📤 The Customer is obliged to:

• return the product within 14 days from the submission of the withdrawal notice, or
• provide proof that the product was handed over to the carrier within the specified period.

For flowers and potted plants that the Seller has at their discretion agreed to accept back, the return period is 4 hours from the moment of submitting the withdrawal notice.

🏦 The Seller returns all contractual payments to the Customer without delay, but no later than within 14 days from the date of receiving the withdrawal notice.

📦 The Seller has the right to withhold the refund until the goods are returned or until the Customer provides proof of dispatch of the goods.

🚚 All costs related to transporting the goods to the store at Atlantinkatu 14, 00220 Helsinki are borne by the party making the return.

⚖️ Seller’s right to withdraw from the transaction

💸 The Seller has the right to withdraw from the sales contract or demand the return of the goods within 24 hours if the price of the goods in the online store was mistakenly indicated as significantly lower than their market value.

🔙 The Seller has the right, if necessary, to cancel the order and refund the full amount received from the Customer at any time (for example, if it is impossible to properly fulfil the order).

🛠 Return period for other goods

🛠 Other goods, such as flower scissors and similar non-food / non-frozen / non-perishable products, can be returned within 14 days in accordance with Finnish law.

📜 Under the Finnish Consumer Protection Act, no guarantees or return rights apply to perishable goods, including flowers. The 14-day right of withdrawal does not apply to products (§53(4)) that are made according to the Customer’s individual specifications or are perishable.

🎈 Rules: warranty and return for balloons

🎈 Air and helium balloons fall into the category of goods with a limited lifespan.

🟣 Helium balloons

• No warranty is provided.
• Balloons are considered of proper quality at the moment of handover to the Customer, if they are inflated, airtight and without visible defects.
• After handover, the Seller is not responsible for deflation, bursting, change of shape, or the effects of temperature or humidity.
• The goods are not subject to return or exchange.

🔵 Air-filled balloons

• No warranty is provided.
• Balloons are considered of proper quality at the time of handover if they are inflated and undamaged.
• After handover, the Seller is not responsible for natural deflation or damage.
• The goods are not subject to return or exchange.

⚪ Uninflated balloons in packaging

• The warranty applies within the scope of the Consumer Protection Act if the product has a manufacturing defect (for example, is not airtight or tears upon first inflation).
• A complaint is possible only before use.
• After inflation, the product is considered used and is not subject to return or exchange.

🎟 Definition and use of coupons

🎫 A coupon is a unique code or link giving the Customer the right to receive a discount, gift or other benefit when placing an order. Coupons may be issued as part of promotions, loyalty programmes, newsletters or special offers.

1️⃣ A coupon can be used only once, regardless of the order amount.

2️⃣ If the order amount is less than the coupon value, the difference is not refunded and the coupon is considered used.

3️⃣ Coupons cannot be combined and are not exchangeable for cash.

4️⃣ A coupon is valid until the date communicated by the Seller.

💶 Refund handling fee

💳 In the event of a refund at the Customer’s initiative, a handling fee of 3 euros is charged to cover banking and administrative costs associated with processing the refund.

💡 If the refund is made at the Seller’s initiative (for example, due to lack of goods or inability to fulfil the order), no fee is charged.

⚖️ This fee is not a penalty and is applied solely to compensate actual expenses.

🕓 Rescheduling the delivery or pickup time/date

🔄 Rescheduling the delivery or pickup time/date at the Orderer’s initiative is possible only by agreement with the Seller and is subject to a 3-euro fee to cover administrative and labour costs of processing the order changes.

🚫 The Seller has the right to refuse rescheduling if the change is not possible within the internal processes for production and assembly of orders.

💡 This amount is not a penalty; it is intended solely to compensate for actual staff costs.

✅ By placing an order, the Customer confirms their agreement with this condition.