Refund Policy

Floroom — flower shop, Izmail, Ukraine

General provisions

This policy governs refunds for goods and services purchased at Floroom flower shop (Izmail, 3 Torhova St). By placing an order, you agree to the terms of this policy.

Nature of floral products

Flowers are perishable goods. Due to the nature of living plants, we cannot guarantee an identical appearance for every bouquet — slight variations in color, size, and shape are normal and do not constitute grounds for a refund.

Grounds for a refund

We issue a full or partial refund in the following cases:

• The order was not delivered or handed over to the buyer due to the shop's fault.
• The received product differs significantly from what was ordered (wrong flower type, color, or bouquet composition).
• The product has visible defects: flowers are wilted, broken, or damaged at the time of receipt.
• The order was cancelled before the florist began assembling it.
• Double charges or other technical payment errors.

Non-refundable cases

Refunds are not issued in the following situations:

• The order has already been handed to a courier or is ready for pickup.
• The customer changed their mind or preferences after bouquet assembly began.
• Minor visual differences between the product and the website photo (natural variability).
• Damage to the product after it was handed over to the customer.
• Personalised or custom-made arrangements created to individual specifications.

Timeframes and procedure

To initiate a refund, please contact us within 24 hours of receiving your order.

After reviewing your request, we will refund the amount to the account used for payment within 5-10 business days. The exact timeframe depends on your bank or payment provider.

Alternative to a refund

In most cases we are happy to offer a replacement bouquet or arrangement of equal value — this is usually faster and more convenient than a monetary refund. Each situation is reviewed on an individual basis.

Contact us