Política de reembolso

Return and refund Policy

1. Introduction

Our goal at Lova cakes and flowers is to ensure customer satisfaction with every purchase. We understand that there may be instances where you need to return or exchange an item. This Return Policy outlines the conditions under which returns or exchanges are accepted and the procedures to follow. This policy complies with European Union consumer protection laws.

2. Eligibility for Returns

According to The European Union Consumer Rights Directive (2011/83/EU), which regulates consumer rights in contracts concluded between consumers and traders, there is No right of withdrawal (right of return): Flowers and cakes on order fall under the category of goods that are liable to deteriorate or expire rapidly. According to the Directive (Article 16, point d), the right of withdrawal does not apply to such goods. This means that buyers cannot return flowers or cakes on order after receiving them, as these goods can quickly spoil and cannot be resold.

  • Timeframe: Requests for returns or exchanges must be made within 3 hours of receipt of the flowers.
  • Condition: Flowers must be in their original condition and packaging. We do not accept returns for flowers that have been used, damaged, or altered.
  • Proof of Purchase: A valid receipt or proof of purchase must be provided.

3. Non-Returnable Items

The following items are non-returnable:

  • Cakes and other products which are liable to deteriorate or expire rapidly.
  • Custom or personalized arrangements.
  • Flowers and any compositions including flowers

4. Procedure for Returns and Exchanges

To initiate a return or exchange, please follow these steps:

  1. Contact Customer Service: Email us at lovachokolate@gmail.com within 2 hours of receiving your flowers. Provide your order number, a description of the issue, and any relevant photos.
  2. Return Authorization: Our customer service team will review your request and, if approved, provide you with instructions on how to return the flowers.
  3. Shipping: You are responsible for the cost of return shipping. Ensure the flowers are securely packaged to prevent damage during transit. We recommend using a trackable shipping service or purchasing shipping insurance.
  4. Inspection and Refund: Once we receive the returned flowers, we will inspect them. If the return is approved, we will process a refund to your original method of payment within 14 days. If the flowers are not in their original condition, we reserve the right to deny the refund.

5. Damaged or Incorrect Items

If you receive damaged or incorrect flowers, please follow these steps:

  1. Report the Issue: Contact our customer service within 2 hours of receiving the flowers. Provide your order number, a description of the damage or error, and photos if possible.
  2. Resolution: We will review the issue and offer a replacement, exchange, or refund as appropriate. We will cover the cost of return shipping for damaged or incorrect items.

6. Fraud Prevention

To protect against fraud, we may request additional information to verify your return or exchange request. We reserve the right to refuse any return or exchange that does not comply with this policy.

7. Legal Compliance

This return policy is in accordance with the European Union Consumer Rights Directive (2011/83/EU) and other relevant EU legislation. Your statutory rights are not affected by this policy.