User agreement

ROSES24.FI User Agreement

Legal entity: ROSES24SUOMI Oy
Registration number: 3485004-6
VAT / ALV: FI34850046
Address: Atlantinkatu 14, 00220 Helsinki, Finland
E-mail: [email protected]
Website: www.roses24.fi

By placing an order on the ROSES24.FI website, the Customer confirms that they have read, understood and fully agree to all the terms and conditions set out in this User Agreement.

1. Definitions

• Customer — a natural or legal person purchasing goods from the ROSES24.FI online store.
• Orderer — a person who has accepted the payment terms, placed an order and paid for it on the ROSES24.FI website.
• Recipient — a person to whom the goods are delivered.
• Seller — ROSES24SUOMI Oy, the legal entity selling goods on the ROSES24.FI website.
• Courier — an authorised representative of ROSES24.FI responsible for delivering orders.

Company employees contact the Customer or Recipient only from Finnish telephone numbers starting with the international prefix +358 and do not use messengers, including WhatsApp, Viber or similar services.

2. Delivery

Delivery is carried out daily from 09:00 to 22:30, except on public holidays.

Delivery is carried out within a radius of 20 km from the store located at Atlantinkatu 14, 00220 Helsinki.

Delivery outside the specified radius is possible by prior agreement with ROSES24.FI or through an order placed on the website, if such an option is available during checkout.

The Seller has the right, at its sole discretion, to set a different delivery schedule without prior notice to the Orderer or Recipient. More detailed information is available on the ROSES24.FI website.

The Seller reserves the right to change the delivery time by up to 120 minutes.

When placing an order, the Orderer selects a delivery time slot, which cannot be changed without the Seller’s consent.

Changing the delivery time slot, delivery date or pickup time is subject to a fee of 3 euros. The Seller has the right to refuse to change the delivery time or date.

The Courier waits for the Recipient for no more than 5 minutes.

If the Recipient is absent, the Courier may, at their own discretion, hand over the order to a third person.

Undelivered orders are returned to the ROSES24.FI store at Atlantinkatu 14, 00220 Helsinki, where they are stored for 24 hours and then disposed of.

A notification about an undelivered order is sent to the Customer’s e-mail address provided when placing the order. The Seller does not guarantee delivery of this message.

If delivery, including free delivery, did not take place due to the Recipient’s fault, for example because of an incorrect address, absence on site, an unreachable phone number or other similar circumstances, the cost of redelivery starts from 10 euros.

By ordering delivery, the Orderer guarantees that the Recipient will be present at the delivery address throughout the selected time slot.

The Orderer bears full responsibility for providing a correct delivery address, including the correct Recipient name, locality, street, house number, first and last name, and any other information required for proper delivery.

The Courier identifies the Recipient verbally by clarifying their first and last name, without requiring an identity document.

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

2.1. Free delivery

ROSES24.FI provides free delivery in Helsinki, Vantaa and Espoo within a radius of up to 20 km from the store located at Atlantinkatu 14, 00220 Helsinki.

Free delivery applies provided that the order is placed through the Seller’s website and the delivery is carried out in accordance with the schedule set by the Seller and within operational availability.

Free delivery is valid for one delivery attempt per order only.

If the Recipient is not present at the delivery address, refuses to accept the order, provides incorrect or incomplete delivery details, or if the delivery cannot be completed for any reason not attributable to the Seller, repeat delivery is charged separately.

The cost of repeat delivery within 20 km from the ROSES24.FI store is 20–35 euros.

The Seller reserves the right to limit or cancel free delivery in cases of high demand, special dates or other operational reasons.

3. Communication regarding complaints

For the purposes of confidentiality and personal data protection in accordance with the GDPR, all complaints and questions related to the quality of order fulfilment are handled exclusively with the Orderer, i.e. the person who placed and paid for the order.

Messages from the Recipient have no independent legal force. Such communications may be taken into account, but they do not constitute grounds for a refund, compensation or re-performance of the order.

This rule is intended to protect the interests of the Orderer and to prevent unauthorised access to order information.

4. Refusal of delivery at the initiative of the Orderer or Recipient

After an order has been placed and the delivery method selected, any changes are possible only upon agreement with the Seller.

If the Orderer or Recipient independently refuses the paid delivery service and collects the order personally, the delivery fee is not refunded, as the store has fulfilled its obligations to prepare the goods for handover.

5. SMS and e-mail notifications about delivery status

The Recipient receives an SMS notification 15–30 minutes before delivery with information about the Courier’s imminent arrival.

After delivery or in the event of an unsuccessful delivery attempt, an e-mail notification is sent to the Orderer indicating whether the order was delivered or not.

The Seller does not guarantee 100% delivery of notifications, as this depends on mobile operators, e-mail service providers, Recipient settings and other circumstances beyond the Seller’s control.

6. Pickup

Pickup is available at Atlantinkatu 14, 00220 Helsinki.

The Seller reserves the right to change the pickup time without notifying the Customer, but by no more than 120 minutes.

The Recipient must check the goods upon receipt.

If the goods do not correspond to the stated characteristics, the Recipient must refuse to accept them and return them immediately.

Acceptance of the order by the Orderer or Recipient is deemed confirmation that the goods were received without any complaints against the Seller.

If the Orderer has previously submitted a refund request but nevertheless accepts the order, such acceptance automatically cancels the cancellation request.

7. Complaints about the quality of flowers and plants

Complaints related to the quality of cut flowers, bouquets and plants are accepted within 2 hours from the moment the goods are handed over to the Orderer or Recipient.

To have a complaint reviewed, the following must be provided:

• a photo of the goods in their original packaging;
• a photo of the cut point for flowers or the general condition of the plant;
• the order number and time of receipt of the goods.

After the specified period, complaints are not accepted, since flowers and plants are perishable goods and their condition depends on storage and care after handover.

8. Payment and orders

Orders are accepted only against 100% prepayment.

Order fulfilment is carried out on the basis of payment received into the Seller’s account.

Unpaid orders are reserved for 10 minutes from the moment of placing the order and are then automatically cancelled.

The Seller is not responsible for errors in the Recipient’s contact details if such errors prevent delivery of the goods.

The Seller is also not liable if the Recipient refuses to accept the order, is at a different address or is unwilling to coordinate the delivery time.

Comments added to the order are for informational purposes only and are not mandatory for execution unless otherwise agreed with the Seller in writing.

9. In-store prices and delivery surcharge

When purchasing bouquets directly at the ROSES24.FI store without delivery, bouquets are sold with a 20% discount compared to the standard online price.

If delivery is required for such a bouquet, a 20% delivery surcharge is added to the bouquet price.

By choosing delivery, the Orderer confirms acceptance of the adjusted final price.

9.1. Pickup discount and waiver of delivery

Any discount related to in-store purchase or pickup applies only if the order was originally placed as a pickup order or as a purchase without delivery.

If the Customer selected delivery when placing the order but later, at their own initiative or at the Recipient’s request, collects the bouquet personally, the order is not considered an in-store purchase or a purchase without delivery. In such a case, the pickup or in-store discount does not apply, and the previously accepted or paid order price is not recalculated.

Personal collection of the order after delivery has been selected does not entitle the Customer to request a discount, partial refund or adjustment of the final order price.

10. Order cancellation and refunds

10.1. Cancellation within 24 hours after placing the order

Order cancellation and refund are possible only within 24 hours from the moment the order is placed, provided that the order is not scheduled for execution within the next 72 hours, for the following goods:

• flowers;
• plants;
• balloons;
• other goods made or prepared to individual order.

For other groups of goods, the rules of the Finnish Consumer Protection Act apply.

After 24 hours, cancellation and refund for the above goods are not possible.

If the ordered product is not available or the proposed replacement does not suit the Customer, the order may be cancelled fully or partially.

An order may be cancelled either fully or partially. In the event of partial cancellation, the Seller may ask the Customer whether the remaining part of the order should be fulfilled or also cancelled.

In the event of cancellation, the amount paid is refunded to the Customer as soon as possible, but no later than within 14 days from the date the cancellation is confirmed.

If the refund is made at the Customer’s initiative, a fee of 3 euros is deducted from the refunded amount, covering refund processing costs. If the refund is made at the Seller’s initiative, no fee is charged.

11. Return of goods and 14-day right of withdrawal

To use the 14-day right of withdrawal for goods to which it applies, the product must not be used in any way other than to determine its nature, characteristics and performance, to the extent allowed when testing goods in a physical store.

If the product has been used in another way or shows signs of use or wear, the Seller has the right to reduce the refund amount in proportion to the reduction in the product’s value.

The Customer is obliged to return the product within 14 days from the submission of the withdrawal notice or provide proof that the product was handed over to the carrier within the specified period.

For flowers and potted plants that the Seller has, at its discretion, agreed to accept back, the return period is 4 hours from the moment of submitting the withdrawal notice.

The Seller returns all contractual payments to the Customer without undue delay, but no later than within 14 days from the date of receiving the withdrawal notice.

The Seller has the right to withhold the refund until the goods are returned or until the Customer provides proof of dispatch of the goods.

All costs related to transporting the goods to the store at Atlantinkatu 14, 00220 Helsinki are borne by the party making the return.

12. Seller’s right to withdraw from the transaction

The Seller has the right to withdraw from the sales contract or demand the return of the goods within 24 hours if the price of the goods in the online store was mistakenly indicated as significantly lower than their market value.

The Seller has the right, if necessary, to cancel the order and refund the full amount received from the Customer at any time, for example if proper fulfilment of the order is impossible.

13. Return period for other goods

Other goods, such as flower scissors and similar non-food, non-frozen and non-perishable products, may be returned within 14 days in accordance with Finnish law.

Under the Finnish Consumer Protection Act, guarantees and return rights do not apply to perishable goods, including flowers.

The 14-day right of withdrawal does not apply to products made according to the Customer’s individual specifications or to perishable goods.

14. Warranty and return rules for balloons

14.1. Air and helium balloons

Air and helium balloons fall into the category of goods with a limited lifespan.

Helium balloons

• no warranty is provided;
• balloons are considered to be of proper quality at the moment of handover to the Customer if they are inflated, airtight and without visible defects;
• after handover, the Seller is not responsible for deflation, bursting, change of shape or the effects of temperature or humidity;
• the goods are not subject to return or exchange.

Air-filled balloons

• no warranty is provided;
• balloons are considered to be of proper quality at the moment of handover if they are inflated and undamaged;
• after handover, the Seller is not responsible for natural deflation or damage;
• the goods are not subject to return or exchange.

Uninflated balloons in packaging

• warranty applies within the scope of the Consumer Protection Act if the product has a manufacturing defect, for example if it is not airtight or tears upon first inflation;
• a complaint is possible only before use;
• after inflation, the product is considered used and is not subject to return or exchange.

15. Definition and use of coupons

A coupon is a unique code or link giving the Customer the right to receive a discount, gift or other benefit when placing an order. Coupons may be issued as part of promotions, loyalty programmes, newsletters or special offers.

1. A coupon can be used only once, regardless of the order amount.
2. If the order amount is less than the coupon value, the difference is not refunded and the coupon is considered used.
3. Coupons cannot be combined and are not exchangeable for cash.
4. A coupon is valid until the date communicated by the Seller.

16. Refund handling fee

In the event of a refund at the Customer’s initiative, a fee of 3 euros is charged to cover banking and administrative costs associated with processing the refund.

If the refund is made at the Seller’s initiative, for example due to lack of goods or inability to fulfil the order, no fee is charged.

This fee is not a penalty and is applied solely to compensate actual expenses.

17. Rescheduling the delivery or pickup date / time

Rescheduling the delivery or pickup date or time at the Orderer’s initiative is possible only by agreement with the Seller and is subject to a 3-euro fee to cover administrative and labour costs related to processing order changes.

The Seller has the right to refuse to change the delivery or pickup date or time if such change is not possible within the internal processes for production and assembly of orders.

This amount is not a penalty; it is intended solely to compensate actual staff costs.

By placing an order, the Customer confirms agreement with this condition.