EU Return Policy — Your Rights When Ordering Flowers from FlowersAthens.gr

At FlowersAthens.gr, we are committed to full transparency and compliance with EU consumer protection law. This page explains your rights as a customer ordering flowers online from within the European Union.

The Nature of Fresh Flowers — Why Standard Return Rules Differ

Fresh flowers are perishable goods. Under EU Directive 2011/83/EU on consumer rights, perishable products that deteriorate rapidly are exempt from the standard 14-day right of withdrawal that applies to most online purchases.

This means that once a fresh flower arrangement has been delivered and accepted, it cannot be returned simply because you changed your mind. This is standard practice across all professional florists in Europe and is fully compliant with EU law.

When Are Refunds or Replacements Available?

While we cannot accept returns of fresh flowers, we take quality very seriously. We will offer a full refund or replacement in the following cases:

• Wrong order delivered — if you received a different arrangement than what you ordered
• Significantly damaged flowers — if the arrangement arrived in poor condition due to our handling or delivery
• Non-delivery — if your order was not delivered on the agreed date and time
• Significant quality issues — if the flowers were visibly wilted or of unacceptable quality upon delivery

To request a refund or replacement, please contact us within 24 hours of delivery with a photo of the arrangement. We will review your case promptly and resolve it fairly.

Order Cancellations

Cancellation rules depend on the type of order:

• Same-day delivery orders — cannot be cancelled once placed, as preparation begins immediately.
• Standard orders — may be cancelled free of charge up to 24 hours before the scheduled delivery time.
• Peak holiday orders (Valentine’s Day, Mother’s Day, Women’s Day, Christmas) — must be cancelled at least 48 hours before the scheduled delivery time due to high demand and advance preparation.

To cancel, contact us as soon as possible via:

• Email: info@flowersathens.gr
• Live chat on our website
• Phone during business hours

How to Contact Us for a Complaint or Refund Request

We aim to resolve all complaints within 48 hours. Please reach out to us with:

• Your order number
• A description of the issue
• Photos of the arrangement (if applicable)

Contact us at info@flowersathens.gr or via live chat. We are committed to finding a fair solution for every customer.

EU Online Dispute Resolution

If you are not satisfied with our response, you have the right to use the EU Online Dispute Resolution (ODR) platform, available at ec.europa.eu/consumers/odr. This platform is provided by the European Commission for resolving disputes between consumers and online traders in the EU.

Governing Law

This policy is governed by Greek law and complies with EU Directive 2011/83/EU on consumer rights and EU Regulation 524/2013 on online dispute resolution.

Summary

• ✅ Fresh flowers are exempt from the 14-day withdrawal right (perishable goods)
• ✅ Refunds and replacements available for wrong, damaged, or undelivered orders
• ✅ Same-day orders: cannot be cancelled
• ✅ Standard orders: free cancellation up to 24 hours before delivery
• ✅ Peak holidays (Valentine’s, Mother’s Day, Women’s Day, Christmas): cancellation up to 48 hours before delivery
• ✅ Complaints resolved within 48 hours
• ✅ EU ODR platform available for unresolved disputes

We stand behind every arrangement we create. Your satisfaction is our priority. 🌸