Complaints and refunds
Ako s narudžbom nešto nije u redu, riješićemo to. Javite nam se na [email protected] ili putem online chata – odgovaramo u pravilu u roku od jednog sata, u vremenu od 8 do 20 h.
When you can file a complaint
- The order was not delivered.
- It was delivered outside the agreed time and did not reach the service.
- The arrangement arrived damaged or in poor condition.
- What was delivered differs substantially from what was ordered.
What we need from you
The order number, a short description of what went wrong and, if possible, a photograph of the delivered arrangement. A photograph is not a condition for resolving the complaint, but it speeds things up.
Delivery times
We answer written complaints within 15 days of receipt at the latest. In practice we reply the same day.
How we resolve complaints
- Not delivered: we refund the full amount or deliver at a new time – your choice.
- Damaged or substantially different: a replacement arrangement, or a partial or full refund.
- Refunds are made to the same payment method used for the order, within 14 days of the complaint being accepted.
Cancelling an order
Narudžbu možete otkazati bez naknade dok izrada nije započela. Cvijeće je lako kvarljiva roba izrađena po narudžbi, pa se na njega ne primjenjuje zakonsko pravo na jednostrani raskid u roku od 14 dana – to, međutim, ne umanjuje nijedno od prava navedenih iznad.
If we cannot agree
Spor možete uputiti Odboru za vansudsko rješavanje potrošačkih sporova pri Privrednoj komori Crne Gore, ili pokrenuti postupak pred sudom nadležnim prema vašem prebivalištu u Crnoj Gori.
