Claim policy

We treat flowers with utmost care. With every order received we follow strict rules from binding through packing our bouquets. In spite of advanced contracts with our delivery partners, the risk of human error may still compromise our best effort to provide you with a flawless service. Should you encounter any problem with your order, we are eager to address the issue to assure your satisfaction.

How to claim flowers

Any claim of wilting flowers will be accepted no later than 1 days of delivery.

In order to assess your claim objectively, we kindly ask you to fill in the claim form below with a brief description of the issue and to upload picture(s) of the bouquet(s) to our email address info@kvety.sk. We will contact you by phone or email with the proposal of a solution for your claim. We will try to respond immediately, but no later than 30 days from receiving your email.

Claims may be made by phone in Slovak or in English on workdays from 08:00 to 16:00 (CET) at +421 915 848 400 or by e-mail any time at info@kvety.sk.

How to claim accessories

Accessories are any additional non-floral products such as confectionery, beverages and gifts. If the consignment has been damaged, incomplete or delayed, the goods should be claimed promptly, no later than 5 days of delivery (or non-delivery).

Claims may be made by phone in Slovak or in English on workdays from 08:00 to 16:00 (CET) at +421 915 848 400 or by e-mail any time at info@kvety.sk.

If you wish to return the claimed goods, you may do so (upon our consent) at:

Kvety.sk, Ltd.
Kriváň 351
962 04 Kriváň
SLOVAKIA

After receiving the claimed goods, we will contact you by phone or email with the proposal of a solution for your claim. All claims will be processed immediately, but no later than 30 days from receiving the claim. Please, do not send the claimed goods by mail order.

Return policy

The customer is entitled to withdraw from the purchase contract without giving any reason in accordance with Art. 7 et seq. of Act No. 102/2014 Coll. on consumer protection in the case of distance selling (hereinafter referred to as the “Consumer Protection Act on Distance Selling”) within 14 days of receiving the goods, or from the day of concluding a service contract or a contract on providing electronic content not supplied on a physical medium if the seller has, in a timely and proper manner, fulfilled his duty to inform the consumer according to Art. 3 of the Consumer Protection Act on Distance Selling.

The direct costs of returning the goods shall be borne by the customer. The customer is obliged to notify the operator of the return of the goods in advance by email or by phone, indicating the relevant invoice number.

Funds will be returned to the buyer within 15 days by bank transfer to the designated account, unless otherwise agreed with the operator. When paying by card, the buyer will be refunded in accordance with the terms of the payment card acceptance agreement between the operator and the relevant bank. In accordance with Art. 12 § 5 of the above-mentioned act, the customer cannot withdraw from the contract, the subject of which is:

• the provision of services when the service has begun to be performed with the prior consent of the customer before the expiration of the withdrawal period,

• the sale of goods made in accordance with the specific requirements of the customer or goods specifically intended for one customer or goods which, given their nature, cannot be returned.

The Act No. 391/2015 Coll. on alternative dispute resolution of consumer disputes and on amendment of some acts came into force on February 1, 2016. The purpose of this act is to create a new opportunity for consumers to resolve their dispute with the Seller quickly, efficiently, less formally and above all free of charge or with only minimal cost. This is to achieve a conciliation or agreement between the consumer and the Seller to resolve the dispute, which, after the consent of both parties, becomes a binding legal basis. The entities for alternative dispute resolution are the Office for Regulation of Network Industries, the Office for Regulation of Electronic Communications and Postal Services and the Slovak Trade Inspection. Moreover, the Slovak Trade Inspection is in the position of the so-called residual subject, which means that it will also be able to resolve disputes in which the competence of other authorities, other than the disputes arising from financial service contracts, is not determined.
For the list of the alternative dispute resolution entities, please consult the website of the Ministry of Economy of the Slovak Republic at www.mhsr.sk.