ROSES24SUOMI Oy

By placing an order on the ROSES24.FI website, the Customer confirms that they have read and understood this User Agreement and agree to be bound by it. Nothing in this Agreement limits rights granted to consumers under mandatory Finnish or European Union law.

1. Definitions

• Customer — a natural or legal person purchasing goods from the ROSES24.FI online store.
• Orderer — a person who has accepted the payment terms, placed an order and paid for it on the ROSES24.FI website.
• Recipient — a person to whom the goods are delivered or handed over.
• Seller — ROSES24SUOMI Oy, the legal entity selling goods through ROSES24.FI.
• Courier — an authorised representative of the Seller responsible for delivering orders.

The Seller may contact the Customer or Recipient by telephone, SMS, e-mail, WhatsApp or another communication channel provided in connection with the order. Telephone and messenger communications are made using Finnish telephone numbers beginning with the international prefix +358.

2. Delivery

Delivery is carried out daily from 09:00 to 22:30, except on public holidays or according to a special schedule published by the Seller.

Standard delivery is available within a radius of 20 km from the ROSES24.FI store at Atlantinkatu 14, 00220 Helsinki. Delivery outside this area may be available by prior agreement or when offered during checkout.

The Seller may establish a different delivery schedule where reasonably necessary due to public holidays, exceptional demand, weather, traffic or operational circumstances. The Seller will publish or communicate relevant changes as soon as reasonably possible.

The selected delivery time is a delivery window rather than an exact-time guarantee. The Seller may adjust the delivery time by up to 120 minutes and will seek to inform the Customer or Recipient where practicable.

Changes to a delivery time slot, delivery date or pickup time requested by the Orderer are subject to the Seller’s approval and a handling fee of €3. The Seller may refuse a requested change if it cannot reasonably be accommodated.

The Courier waits for the Recipient for no longer than five minutes. If the Recipient is absent, the Courier may hand the order to a person reasonably believed to be authorised to receive it, such as a household member, receptionist or building representative, where appropriate.

An undelivered order is returned to the ROSES24.FI store at Atlantinkatu 14, 00220 Helsinki and stored for 24 hours. Due to the perishable nature of flowers and plants, an uncollected order may then be disposed of.

A delivery-status notification is sent to the contact details provided with the order. The Seller cannot guarantee delivery of every electronic notification because delivery depends on third-party mobile operators, e-mail providers, device settings and network services.

If delivery, including free delivery, cannot be completed for a reason not attributable to the Seller — for example an incorrect address, the Recipient’s absence, an unreachable phone number or refusal to accept the order — redelivery is charged separately.

The Orderer must provide a complete and accurate delivery address and Recipient information and ensure that the Recipient can accept the order during the selected delivery window.

The Courier may identify the Recipient verbally by confirming their first and last name. The Seller is not liable for an incorrect handover where the Courier acted reasonably on the information supplied and the error was not caused by the Seller. This does not exclude liability that cannot be limited by mandatory law.

2.1. Free delivery

ROSES24.FI provides free delivery in Helsinki, Vantaa and Espoo within a radius of up to 20 km from the store at Atlantinkatu 14, 00220 Helsinki.

Free delivery applies to orders placed through the Seller’s website and delivered according to the Seller’s schedule and operational availability. It includes one delivery attempt per order.

If the Recipient is absent, refuses the order, supplies incorrect or incomplete details, or delivery otherwise fails for a reason not attributable to the Seller, repeat delivery within the 20 km area costs €20–€35.

The Seller may temporarily limit or suspend free delivery during periods of exceptional demand, special dates or other justified operational circumstances. Any applicable delivery price is shown before the order is confirmed.

3. Communication regarding complaints

Contractual claims concerning refunds, compensation, replacement or re-performance are handled with the Orderer, who placed and paid for the order.

The Recipient may report a quality issue, provide photographs and other evidence, and assist with the investigation. Where necessary, the Seller may ask the Orderer to confirm that the Recipient is authorised to act on their behalf.

This procedure protects order information and personal data and does not prevent a person from exercising rights granted to them by mandatory law.

4. Refusal of delivery and personal collection

After the order has been placed and the delivery method selected, changes are possible only with the Seller’s approval.

If the Orderer or Recipient independently refuses the selected delivery service and collects the order personally, the delivery component is not automatically refunded where the delivery service has already been reserved, prepared or attempted. This rule does not limit any refund required by mandatory law.

5. SMS and e-mail delivery notifications

The Recipient normally receives an SMS notification 15–30 minutes before delivery informing them of the Courier’s expected arrival.

After delivery or an unsuccessful delivery attempt, an e-mail notification is normally sent to the Orderer. Electronic notifications are an additional service and do not constitute a guaranteed delivery channel.

6. Pickup

Pickup is available at Atlantinkatu 14, 00220 Helsinki.

Where reasonably necessary, the Seller may adjust the pickup time by up to 120 minutes and will seek to notify the Customer.

The Orderer or Recipient must inspect flowers, plants, bouquets, inflated balloons and other goods whose visible condition can be assessed at handover. If a visible defect is identified, the Customer should refuse the affected goods or record the issue with the Seller immediately.

Acceptance confirms that no visible defects were identified at handover. It does not exclude rights relating to a hidden defect or any other rights that cannot be waived under mandatory law.

If the Orderer previously requested a voluntary cancellation but nevertheless accepts the order, the voluntary cancellation request is considered withdrawn.

7. Complaints about flowers and plants

Quality complaints concerning cut flowers, bouquets, floral arrangements and plants must be submitted within two hours after handover to the Orderer or Recipient.

For the complaint to be reviewed, the Customer must provide:

• a photograph of the goods in their original packaging;
• a photograph of the flower stem cuts or the general condition of the plant;
• the order number and the time the goods were received; and
• a short description of the issue and the care conditions after handover.

The two-hour period is required for assessing freshness and visible condition because flowers and plants are perishable and their condition may change rapidly depending on temperature, transport, storage and care after handover. This procedure does not exclude liability for a defect where mandatory consumer law provides otherwise.

8. Payment and orders

Orders are accepted only against 100% prepayment and are fulfilled after the Seller receives confirmation of payment.

Unpaid orders are reserved for ten minutes from placement and may then be cancelled automatically.

The Seller is not responsible for delivery failure caused by incorrect Recipient information, the Recipient’s absence, refusal to accept the order or presence at a different address, unless the Seller is at fault.

Order comments are considered requests. They become binding only when expressly accepted by the Seller in writing or reflected in the confirmed product or service description.

9. In-store prices and delivery

Bouquets purchased directly from the ROSES24.FI store without delivery may be offered at a price 20% below the standard online price.

If delivery is requested, the standard online price applicable to the delivered product is used. The final price, including any delivery charge, is shown or agreed before the order is confirmed.

9.1. Pickup discount and waiver of delivery

An in-store or pickup discount applies only when the order was originally placed as a pickup order or purchased without delivery.

If delivery was selected and the Customer or Recipient later collects the order personally, the order is not automatically converted into an in-store purchase. The accepted order price is not recalculated and no pickup discount, partial refund or price adjustment arises solely because of personal collection.

10. Voluntary cancellation of perishable and customised orders

Flowers, plants, custom bouquets, floral arrangements, inflated balloons and other goods made or prepared to the Customer’s individual specifications are perishable, have a short shelf life or are personalised. The statutory 14-day right of withdrawal does not apply where an exception under Finnish law is applicable.

As an additional voluntary benefit, the Seller may accept cancellation of such an order within 24 hours after it was placed, provided that the order is not scheduled for preparation, pickup or delivery within the following 72 hours.

After the voluntary cancellation period has expired, cancellation and refund are not available unless required by mandatory law or accepted by the Seller.

If a product is unavailable and the Customer does not accept the proposed replacement, the affected product or the entire order may be cancelled and refunded.

A voluntary cancellation may be full or partial. For a partial cancellation, the Seller may ask whether the remaining items should still be fulfilled.

A refund is made without undue delay and no later than 14 days after cancellation is confirmed. For a voluntary cancellation initiated by the Customer under this section, a €3 order-processing fee is deducted to cover the administrative handling of the change. No such fee is charged where the Seller cancels the order or where the Customer exercises a statutory right of withdrawal.

11. Statutory 14-day right of withdrawal for other goods

The statutory 14-day right of withdrawal applies to ordinary, non-perishable and non-customised goods purchased online, including unused flower scissors, unopened uninflated balloons and similar products, unless another legal exception applies.

The withdrawal period begins when the Customer receives the goods. The Customer must submit a clear withdrawal notice within 14 days using the electronic withdrawal function available on the website, by e-mail to [email protected], or by another method accepted under applicable law.

When the electronic withdrawal function is used, the Customer receives an acknowledgement of the submitted notice on a durable medium, normally by e-mail.

The Customer must return the goods within 14 days after submitting the withdrawal notice and may be required to provide proof of dispatch.

The Customer may examine the product only to the extent reasonably permitted in a physical store. If additional use has reduced its value, the Seller may deduct an amount corresponding to the reduction in value.

The Seller refunds payments covered by the statutory withdrawal without undue delay and no later than 14 days after receiving the notice. The Seller may withhold the refund until the goods have been returned or the Customer provides proof of return.

The refund is made using the original payment method unless otherwise agreed. No administrative or refund-processing fee is charged for exercising a statutory right of withdrawal.

The Customer bears the direct cost of returning the goods to Atlantinkatu 14, 00220 Helsinki, provided that the Customer was informed of this obligation before placing the order.

12. Seller’s right to cancel an order

The Seller may cancel an order where fulfilment is impossible, the product is unavailable, there is a security or fraud concern, or an obvious and material pricing error has occurred that the Customer knew or reasonably should have recognised.

If the Seller cancels an order, the amount paid for the cancelled part is refunded in full without a processing fee.

13. Returns and statutory liability for defects

Ordinary non-perishable and non-customised goods may be returned under section 11. Flowers, plants, custom bouquets, floral arrangements and inflated balloons are excluded from the 14-day right of withdrawal where the statutory exception applies.

The absence of a 14-day withdrawal right does not remove the Seller’s statutory liability for a defect that existed at the time of handover. The nature, expected lifespan and visible condition of perishable goods are taken into account when assessing whether a defect exists.

14. Balloons

14.1. Helium-filled balloons

• Helium-filled balloons have a limited lifespan and no additional voluntary durability guarantee is provided after handover.
• At handover, the Customer must check that the balloons are inflated, sealed and free from visible damage.
• After handover, the Seller is not responsible for natural deflation, bursting, shape changes or damage caused by temperature, humidity, transport, sharp objects or improper handling.
• The 14-day right of withdrawal does not apply to inflated or individually prepared balloons where a statutory exception applies.

14.2. Air-filled balloons

• Air-filled balloons must be inspected at handover for inflation and visible damage.
• No additional voluntary durability guarantee is provided for natural deflation or damage occurring after handover.
• The 14-day right of withdrawal does not apply after the balloon has been inflated or individually prepared where a statutory exception applies.

14.3. Uninflated balloons in unopened packaging

• The statutory 14-day right of withdrawal applies to unopened, unused and non-customised balloon products purchased online, unless another legal exception applies.
• The Seller remains liable for a manufacturing defect in accordance with mandatory consumer law.
• After inflation, the product is considered used and its return may be refused or the refund reduced where permitted by law.

Nothing in this section excludes statutory liability for a defect that existed at the time of handover.

15. Coupons

A coupon is a unique code or link granting a discount, gift or other benefit when placing an order. Coupons may be issued through promotions, loyalty programs, newsletters or special offers.

1. A coupon may be used once unless otherwise stated.
2. If the order value is lower than the coupon value, the difference is not refunded and the coupon is considered used.
3. Coupons cannot be combined or exchanged for cash unless expressly stated.
4. A coupon is valid until the expiry date communicated by the Seller.

16. Order-processing fee

A €3 order-processing fee applies only where the Seller voluntarily accepts a Customer-initiated cancellation or change for which the Customer has no statutory right to a free cancellation.

The fee covers administrative work associated with reviewing and processing the change. It is not charged when the Seller cancels the order or when the Customer exercises a statutory right of withdrawal or another mandatory consumer right.

17. Rescheduling delivery or pickup

Rescheduling a delivery or pickup date or time at the Orderer’s request is possible only with the Seller’s approval and is subject to a €3 order-change fee covering administrative and labour costs.

The Seller may refuse a change that cannot reasonably be accommodated within the preparation, production or delivery process. The applicable fee is disclosed before the change is confirmed.

18. Governing law and dispute resolution

This Agreement is governed by Finnish law and applicable European Union law.

Questions and complaints should first be sent to [email protected]. If a consumer dispute cannot be resolved, the Customer may contact the Finnish Consumer Advisory Services and, where appropriate, refer the matter to the Consumer Disputes Board. Court proceedings are handled by a competent court in accordance with mandatory jurisdiction rules.