Complaints and refunds
Effective: Friday 23 October · Version 2026-10-23
1. Making a complaint
The seller responsible for conformity is Agafin Agnieszka Finlayson (Rosalia Blooms), NIP 6462709730, ul. Kazimierza Morawskiego 5 lok. 127, 30-102 Kraków, Polska. Complain to [email protected], by telephone on +48 667 758 795, or at our postal address.
Describe the problem, provide information identifying the purchase and explain the remedy you want. Photos of the flowers and packaging can help, but photographs, a receipt and original packaging are not conditions for accepting a complaint. Please contact us promptly about fresh flowers so we can assess their condition; we impose no 24- or 48-hour limit on your rights.
2. Your remedies
Consumers can request repair or replacement of goods that do not conform to the contract. A price reduction or withdrawal is available in the circumstances specified by law, particularly where the non-conformity is significant, cannot be resolved, or has not been resolved within a reasonable time without substantial inconvenience. We take account of the nature and purpose of flowers, including an agreed delivery date.
We respond to consumer complaints within 14 days of receipt. Failure to respond has the acceptance effect provided by law. Consumers do not bear collection, replacement or return costs for a justified complaint. We will agree how to deal with the flowers; do not send them back unnecessarily.
Statutory responsibility for non-conformity revealed within two years of delivery does not mean that fresh flowers have a two-year lifespan. Assessment takes account of their natural life, description, condition on delivery and appropriate care. The withdrawal exceptions below do not limit complaints. Qualifying sole traders also receive the protections provided by law.
3. Withdrawal without giving a reason
Consumers normally have 14 days to withdraw from a distance contract. For goods, the period starts when the buyer or a nominated person other than the carrier receives them. For a gift-card purchase, we allow 14 days from formation of the contract.
Exceptions: this right does not cover fresh flowers as perishable goods or goods made to individual specifications, such as a card with your own message (Article 38(1)(3) and (4) of the Polish Consumer Rights Act). Choosing a standard variant does not itself justify excluding returns of other products.
An electronic gift card does not automatically lose withdrawal protection because a code was emailed. We accept withdrawal for an unused card within 14 days of the contract and block the code after refund. If it has been used, contact us to assess statutory rights and the correct settlement; we do not assume that all rights have automatically been lost.
4. Withdrawing and receiving a refund
Send a clear statement to [email protected] or the seller's postal address before the deadline. For example: “I withdraw from the contract for [product/order reference], concluded on [date], received on [date]. Name, address, date.” A signature is needed only for a paper statement. Using a form is optional.
If returning goods, send them to our address within 14 days of withdrawal. The buyer pays the direct cost of an ordinary return, unlike the costs of a justified complaint. You may be responsible for diminished value caused by handling beyond what is needed to establish the goods' nature, characteristics and functioning.
Within the statutory period, no later than 14 days after receiving the statement, we refund payments due, including the cheapest ordinary delivery offered for the returned order. For goods, we may withhold reimbursement until receipt or evidence of return unless we collect them. We use the same payment method unless you expressly agree to another at no additional cost. Refunding gift-card tender restores the appropriate funds; it is not automatically converted to cash.
5. Dispute assistance
Consumer advisers and the Trade Inspection can help. Information about out-of-court procedures is available at polubowne.uokik.gov.pl. Complaining or seeking out-of-court assistance does not remove the right to go to court.
