Purchase and Delivery Terms

Rules for placing, paying for, delivering, cancelling and refunding orders

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1. Definitions

2. Delivery

Delivery is available every day throughout Estonia.

The Seller may, at its discretion, establish a different delivery schedule without prior notice to the Buyer. Up-to-date information is published on the ROSES.EE website.

The Seller reserves the right to change the delivery time by up to 90 minutes.

When placing an order, a delivery time window is selected. It cannot be changed without the Seller’s consent.

The Courier waits for the Recipient for 5 minutes and attempts to contact them by all available means.

If the Recipient is absent, the Courier may, where possible, hand the order over to a third party.

If a delivery attempt is unsuccessful, a notice concerning the undelivered order is sent to the Ordering Customer at the email address provided when the order was placed. The Recipient may receive an SMS notification where a telephone number has been provided.

The Seller does not guarantee the delivery of notifications.

A repeat delivery fee starting from €10 applies.

By ordering delivery within a time window or at an exact time, the Ordering Customer guarantees the Recipient’s presence throughout the selected delivery period.

The Ordering Customer is fully responsible for the accuracy of the delivery information provided, including the town or city, street, building number, the Recipient’s first and last name and any other information required for correct delivery.

The Courier uses Google Maps to determine the location of the delivery address and plan the route. ROSES.EE treats the location shown in Google Maps as the primary basis for determining the delivery address unless the Customer provides additional precise instructions for locating the delivery point.

The Customer is responsible for ensuring that the delivery address provided is correct, complete and unambiguously identifiable in Google Maps. Where necessary, the Customer must provide additional instructions, such as the entrance, stairwell, floor, door code, landmark or other information relating to access to the delivery location.

If the address cannot be unambiguously identified using Google Maps and the information provided by the Customer, the delivery may be delayed, rescheduled or deemed impossible.

The Courier identifies the Recipient verbally and does not require an identity document.

The Seller is not liable for the consequences of incorrect identification of the Recipient.

3. Communication concerning complaints

To maintain confidentiality and protect personal data in accordance with the GDPR, all complaints and questions concerning the fulfilment of an order are handled exclusively with the Ordering Customer — the person who placed and paid for the order.

The Recipient is not a party to the contract. Communications from the Recipient may be noted but are not considered grounds for a refund, compensation or repeat fulfilment of the order.

4. Customer-initiated cancellation of delivery

After an order has been placed and a delivery method selected, changes are possible only by agreement with ROSES.EE.

If the Customer declines a paid delivery service and collects the order personally, the delivery charge is not refunded because the store has fulfilled its obligation to prepare the goods for handover.

5. SMS and email delivery status notifications

• The Recipient is sent an SMS notification when the Courier departs and the order is being delivered on the current route.
• If a delivery attempt is unsuccessful, the Recipient may receive an SMS notification concerning the undelivered order where a telephone number has been provided.
• Following either a successful or unsuccessful delivery attempt, the Ordering Customer is sent an email notification concerning the status of the order.

The Seller does not guarantee 100% delivery of notifications because delivery depends on mobile network operators, email services and the Recipient’s settings.

6. Collection points and personal collection

Orders may be collected from Tartu mnt 24 and from other collection points throughout Estonia.

Collection of an order constitutes confirmation that the goods have been received without complaint.

If the Customer previously submitted a request to cancel the order but subsequently collects it, collection automatically invalidates the cancellation request.

Goods are stored at all collection points for no longer than 24 hours.

At collection points other than Tartu mnt 24, goods are stored without specialised refrigeration equipment, which may affect the quality and longevity of the flowers.

6.1. Incorrect handover or receipt of different goods

If the Recipient is handed a bouquet, arrangement or other item that differs from the original order and the Recipient accepts the item, signs for it or otherwise confirms receipt, such acceptance constitutes confirmation that the goods were actually handed over.

The Ordering Customer must notify ROSES.EE that the goods received do not correspond to the order within 12 hours of the goods being physically handed over to the Recipient.

The Ordering Customer must send the complaint to the ROSES.EE email address, stating the order number and describing the discrepancy and, where possible, attaching a photograph of the goods received.

If the complaint is not submitted within 12 hours of receipt, the goods are deemed accepted and no repeat delivery, bouquet replacement or repeat fulfilment of the order will be provided.

Where a discrepancy between the goods and the order is confirmed, ROSES.EE may, at its discretion, offer to compensate the difference in price if the goods actually handed over were less expensive than the goods paid for.

If the goods actually handed over were equal to or greater in value than the paid order, ROSES.EE will not provide additional compensation. The Ordering Customer or Recipient is not required to pay ROSES.EE the difference in value.

After 12 hours have passed from receipt of the goods, ROSES.EE will not provide repeat delivery or replace the bouquet.

7. Payment and orders

All orders are accepted only against 100% advance payment.

An order is fulfilled after payment has been credited to the Seller’s account.

Unpaid orders are held for 2 hours after the stated collection time and are then cancelled.

Comments and requests added by the Buyer when placing an order are for information only and are not binding unless otherwise expressly agreed with the Seller in writing.

7.1. Nature of the online store and automatic order processing

ROSES.EE is an online store selling flowers, gifts and related goods.

When placing an order on the website, the Buyer independently selects the goods, delivery services, additional options, cards, packaging and other goods or services.

After an order has been placed, it is assigned a unique number. Further internal processing of the order is carried out primarily using the order number, the contents of the order and the technical information required for preparation, handover and delivery.

ROSES.EE processes the order on the basis of the information provided by the Buyer and is not required to additionally verify the purpose of the purchase, the contents of the order, the Buyer’s tax status, the economic justification for the purchase or the need to purchase specific goods and services.

Order placement, selection of goods, delivery methods and additional services, and payment confirmation take place automatically through the ROSES.EE website.

The Buyer is responsible for the accuracy of the goods, services and delivery details selected and for ensuring that the purchase is suitable for their personal, commercial, accounting or tax purposes.

7.2. Separation of order processing stages and no assessment of purchase suitability

Order processing at ROSES.EE is organised in stages.

Each employee performs only their assigned part of the work:

• the order picker prepares the goods according to the order information;
• the florist prepares the bouquet or arrangement;
• the administrator arranges the processing of the order and releases it for fulfilment;
• the Courier delivers the order to the stated address.

At each stage, an employee has access only to the information required to perform their specific task. Employees do not additionally verify the purpose of the order, the relationship between the Ordering Customer and the Recipient, the tax or accounting basis for the purchase, or the need to purchase particular goods.

ROSES.EE does not conduct an analytical, logical, tax, accounting or other assessment of the contents of an order. In particular, it does not assess whether the contents are usual, unusual, economically reasonable, logical or illogical for a particular Buyer or Recipient.

This approach is used to protect the rights of the Buyer and Recipient, including the right to privacy, the confidentiality of the purchase, the protection of personal data and the freedom to choose goods and services independently.

The Buyer independently selects goods, additional services, cards, packaging, delivery and other order items. ROSES.EE fulfils the order on the basis of the information provided by the Buyer when placing the order on the website.

Until the order is physically handed over to the Recipient, ROSES.EE does not conduct separate manual monitoring of the complete list of goods to be handed to a particular Recipient unless such monitoring is required to fulfil the order, prevent an error, comply with the law or handle a complaint.

The order is physically handed over by the Courier or a collection point employee on the basis of the information stated in the order.

The Buyer is responsible for the accuracy of the goods, additional services and delivery details selected and for ensuring that the purchase is suitable for their personal, commercial, accounting or tax purposes.

8. Order cancellation and refunds

An order may be cancelled at the Ordering Customer’s initiative with a refund only within 24 hours of the order being placed and only if delivery or collection is not scheduled within the next 3 calendar days.

If delivery or collection is scheduled within the next 3 calendar days, the order is deemed to be in progress and cannot be cancelled at the Ordering Customer’s initiative with a refund.

Rescheduling the date or time of delivery or collection does not restore or extend the Ordering Customer’s right to cancel the order and receive a refund.

If the original delivery or collection date fell within the next 3 calendar days, or if 3 calendar days or fewer remained before delivery or collection when the Ordering Customer contacted ROSES.EE, the order is deemed to be in progress regardless of any subsequent change to the date or time.

Such an order cannot be cancelled at the Ordering Customer’s initiative with a refund, except where expressly provided for in these terms or by applicable law.

9. Unavailable goods and incorrect prices

If an ordered item is unavailable or the proposed replacement is unsuitable, the order may be cancelled in whole or in part.

The amount paid will be refunded no later than 14 days after cancellation is confirmed.

The Seller has the right to refuse to perform the sales contract or to require the return of the goods if the price displayed in the online store was incorrect and substantially lower than the market value of the goods.

In such a case, the Seller will refund the Buyer the full amount paid within 14 days.

10. The 14-day right of withdrawal (for applicable goods)

To exercise the 14-day right of withdrawal, the goods must not be used beyond what is necessary to establish their nature, characteristics and functioning to the extent permitted in a physical store.

If the goods show signs of use, the Seller may reduce the refund in proportion to the reduction in the value of the goods.

The Buyer must return the goods within 14 days of submitting the withdrawal request or provide evidence that the goods have been handed over to a carrier.

The Seller may withhold the refund until the returned goods or proof of dispatch has been received.

All costs associated with returning the goods are borne by the party making the return.

11. Perishable goods

Perishable goods, including flowers, cannot be returned and are not covered by a guarantee.

The 14-day right of withdrawal does not apply to such goods.

12. Air-filled and helium balloons

13. Refund processing fee

If a refund is made at the Buyer’s initiative, a €3 fee is deducted to cover banking and administrative costs.

If the refund is made at the Seller’s initiative, no fee is charged.

The fee is not a penalty.

14. Changing the delivery or collection date or time

The delivery or collection date or time may be changed only by agreement with the Seller and is subject to a €3 fee.

The Seller may refuse to change the delivery or collection date or time without providing a reason.

Changing the delivery or collection date or time does not constitute cancellation of the order and does not alter the cancellation and refund terms set out in section 8 of these terms.

If the order is already deemed to be in progress under section 8 of these terms, changing the delivery or collection date or time does not restore the Ordering Customer’s right to cancel the order and receive a refund.

15. Coupons

A coupon is a unique code or link that entitles the Buyer to receive a discount or a monetary value in the form of a fixed amount when placing an order in the ROSES.EE online store, subject to the terms established by the Seller.

• a coupon may be used once;
• a coupon cannot be exchanged for cash;
• a coupon cannot be combined with other coupons;
• a coupon remains valid until the date established by the Seller.

16. Additional charges

All additional charges are always displayed before the order is confirmed.

Questions about an order

Contact us and include the order number and details of your enquiry.

[email protected]