Refund and Return

Order Cancellation, Returns and Exchange 1. Nature of the product 1.1. Flowers and bouquets are perishable goods assembled individually for each order, so returns of goods of proper quality after handover to the recipient are not provided. 2. Order cancellation 2.1. The buyer may cancel an order until it moves to the "Assembling" status. In this case the full order amount is refunded. 2.2. You can cancel an order yourself in your account on the order page (the "Cancel order" button) or by messaging us on WhatsApp with the order number. For card payments via Halyk ePay the refund is issued automatically at the moment of cancellation. Cancellation after assembly has started is agreed individually. 3. Quality claims 3.1. If a bouquet is delivered with quality defects (wilted flowers, a composition that does not match the order or a noticeable difference from the description), notify us within 24 hours of receipt and attach photos. 3.2. After reviewing the claim the seller, at the buyer's choice, replaces the bouquet with a similar one or refunds the amount paid. 4. Refunds 4.1. Refunds are made using the same payment method. For card payments via Halyk ePay the money is returned to the same card that was used for the payment. 4.2. The crediting time depends on the issuing bank and usually takes 3 to 10 banking days from the moment the refund is issued. 4.3. For Kaspi invoice payments the refund is sent to the details the payment came from. 5. How to submit a claim 5.1. WhatsApp: +7 708 708 19 32. Phone: +7 708 708 19 32. Email: decor.ayaganova@gmail.com. 5.2. Include the order number, a description of the problem and photos. We reply within one business day.