Returns and exchanges

1Flowers are a living product

Cut flowers and bouquets perish quickly: within a few hours they are no longer the same product as at the moment of delivery, and they cannot be sold a second time. Therefore, for flowers, the right to withdraw from a purchase within 14 days, which the law grants for goods bought at a distance, does not apply — just as it does not apply to any perishable goods.

This does not release us from responsibility for quality. If the bouquet was delivered damaged, wilted or not the one you ordered, the section below covers exactly that.

2If something is wrong with the bouquet

Write to us within 24 hours of delivery and attach photos. This time limit is not a whim of ours: after 24 hours we can no longer know what conditions the bouquet was kept in — in the sun, in a warm place, without water — and therefore we cannot fairly assess the cause.

What to send:

• the order number (it is in the confirmation e-mail and in your account on the website);
• 1–3 photos showing the problem;
• a few words about what exactly is wrong.

Where to send it: by phone +38 063 569 65 13, via Telegram, Viber, WhatsApp or to contact@oda-flowers.com.ua. The buttons are at the bottom of this page.

3How we review requests

We review it within 24 hours of receiving your request. We may call you to clarify the details.

If the problem is confirmed, we will, as agreed with you, do one of the following:

• replace the bouquet with a new one;
• make a different bouquet of the same value;
• refund the money.

We pay for the delivery of the replacement. Any exchange or replacement is made no later than within 10 working days.

Our support team are real people, and they genuinely want to help. Therefore, we ask you to refrain from insults and threats: matters are resolved faster in a normal conversation.

4Refunds

We refund the money within 7 days from the moment we have agreed on the refund.

We refund by the same method you used to pay: if you paid by card, the money goes back to the same card. The time it takes for the money to be credited depends on your bank and is usually from one to five working days.

5Goods other than flowers

Vases, toys, sweets, balloons, decor and other goods of proper quality may be returned or exchanged within 14 days of receipt, provided that:

• the item has not been used;
• its marketable appearance, consumer properties, seals and labels have been preserved;
• there is a document confirming the purchase (including an electronic one, such as the order e-mail or a receipt in your banking app).

Where to bring it. To the ODA shop where you bought the item. Addresses and opening hours are on the Contacts page. If the order was brought by a courier, simply write to us and we will agree on the most convenient way for you to hand the item over.

We will exchange goods of improper quality or refund the money for them regardless of how much time has passed, within the shelf life or warranty period.

6Order cancellation

Until the bouquet has been made, we cancel the order and refund the full amount.

Once the bouquet has been made , we refund the amount minus 5%. This is not a penalty: we have already paid turnover tax on every paid order, and it is not returned to us when we make a refund.

We start making the bouquet after we have agreed the delivery time with the recipient. So if you change your mind straight away, you will almost always be in time.

We may also decline an order: if the required flowers are not available, the address is outside the delivery area or the contact details do not work. In that case, we notify you immediately and refund the payment in full.

7When the bouquet differs from the photo

We make the bouquet according to the photo you chose and keep its composition, size and price. However, flowers are a living seasonal product: the shade of a petal or how far a bud has opened may differ from one day to another. This is not a defect of the product.

If a particular flower is not available at the time the bouquet is made, we replace it with one of equal value, without reducing the number of flowers or the price of the bouquet. We notify you in advance of any significant substitution.