🏢 1. Seller details

ROSES24.LT operates as an online shop. ROSES24.LT does not have its own physical store in Lithuania. Orders are prepared in Estonia, transported to Lithuania, and handed over to the Customer or Recipient through a partner pickup point.

📘 2. Definitions

Customer / Ordering party – a natural or legal person who places an order on the ROSES24.LT website.

Recipient – the person named during checkout who collects the product from the pickup point.

Seller – ONE Management OÜ, which sells products through ROSES24.LT.

Partner pickup point – a location operated by an independent transport or logistics provider in Lithuania through which an order is handed over.

Product – flowers, bouquets, plants, gifts, and related products offered on the website.

🛒 3. Placing an order

The Customer selects the products, additional options, packaging, and collection date and provides the details of the Customer and Recipient.

After checkout, the order receives a unique number. The order is processed based on the information entered by the Customer on the website.

The Customer is responsible for the accuracy of the Recipient’s first and last name, telephone number, email address, and other information provided.

Comments and requests are informational. They are fulfilled where possible and become binding only after written confirmation by the Seller.

ROSES24.LT may contact the Customer or Recipient to clarify the order and collection arrangements.

💳 4. Payment

All orders are fulfilled only after 100% advance payment.

An order is accepted for fulfilment after payment has been successfully received and an order confirmation has been sent.

All mandatory charges, transport costs, and additional fees are displayed before the order is confirmed. ROSES24.LT does not apply hidden fees.

An unpaid order may be cancelled automatically.

🌸 5. Order preparation

Flowers and plants are natural seasonal products. Their colour, shape, opening stage, and size may differ slightly from the photograph on the website.

Product photographs are illustrative. Unless stated otherwise in the product description, a bouquet is wrapped in kraft paper or transparent film.

Stem length may differ from the stated length by 5–10 cm.

If a particular flower, arrangement element, or packaging is unavailable, the Seller may offer an equivalent substitution that preserves the general style and value of the order. A material substitution will be agreed with the Customer.

If the order cannot be fulfilled and no suitable substitution is agreed, the Seller may cancel all or part of the order and refund the corresponding amount paid.

🚚 6. Transport from Estonia and collection in Lithuania

Orders are prepared in Tallinn and transported to Lithuania through a partner transport service.

ROSES24.LT does not provide address courier delivery in Lithuania unless such a service is separately offered during checkout. The standard collection method is self-pickup from the specified partner pickup point.

The planned collection date is shown during checkout or in the confirmation. The precise readiness time depends on the carrier’s schedule, traffic conditions, and the vehicle’s actual arrival.

Orders handed to the carrier on time are normally available for collection on the agreed date. The stated date is not a guarantee of an exact arrival time unless the Seller expressly confirms otherwise in writing.

The pickup point address, opening hours, and collection instructions are published on the website or sent to the Customer or Recipient by email or SMS.

The Seller may change the carrier or pickup point where necessary to fulfil the order. Updated information will then be sent to the Customer or Recipient.

📲 7. Notifications

The Customer or Recipient may receive a notification when the order is handed to the carrier, arrives in Lithuania, and is ready for collection.

The Seller does not guarantee 100% delivery of SMS or email notifications because delivery depends on the mobile operator, email service, device settings, and the accuracy of the contact details provided.

Failure to receive a notification does not release the Customer from the obligation to monitor the order status and collect it within the required time.

🏬 8. Order collection

The order is handed to the person named in the order or another person who has the order number and other information required for identification. The pickup point may request an identity document where its rules so provide.

At collection, the number of packages, completeness, and external condition of the order should be checked.

Collecting an order without remarks confirms that it was handed over, but does not limit statutory consumer rights regarding defects that could not be identified during an ordinary inspection.

The order must be collected within the time stated in the notification and no later than 24 hours after arrival at the pickup point unless another period is confirmed in writing.

Flowers may be stored at the partner pickup point without specialist refrigeration. Late collection may affect their quality and lifespan.

⚠️ 9. Non-conforming or damaged products

If the wrong product, damage, shortage, or another non-conformity is found, the Customer should submit a claim as soon as possible to [email protected], stating the order number, describing the issue, and attaching photographs of the product and packaging.

Visible defects in perishable products

A claim concerning visible defects in flowers, plants, a bouquet, arrangement, or another perishable product should preferably be submitted no later than 50 minutes after collection. The claim should include the order number and photographs of the complete product, the individual defects, and the packaging taken immediately after collection.

The 50-minute period is used because a perishable product’s condition can change quickly after handover due to temperature, water, transport, storage, and other conditions outside the Seller’s control. If a claim is submitted later, the Customer should provide evidence that the defect existed at handover. The Seller may reject a claim where the supplied materials do not reliably establish the product’s condition at handover or where deterioration occurred afterwards because of improper transport, storage, or care.

After reviewing the claim, the Seller may offer replacement, repeat performance, a proportionate price reduction, or a refund, depending on the nature of the non-conformity and the requirements of law.

If a different and cheaper product was handed over, the Seller will reimburse the difference or offer another proportionate solution. The Customer is not required to pay extra if a more expensive product was supplied because of the Seller’s error.

🔁 10. Cancellation by the Customer

Flowers, bouquets, and plants are purchased, reserved, and prepared specifically for the selected date. Such an order therefore cannot be cancelled at any time without conditions.

10.1. When cancellation with a refund is possible

A refund is available only if all three conditions are met:

• the Customer sends the cancellation request no later than 24 hours after placing the order;
• the collection date is not within the next three calendar days;
• ROSES24.LT has not begun fulfilment: the product has not been purchased or reserved, the order has not been assigned to a picker or florist, packed, or handed to the carrier.

If any of these conditions is not met, ROSES24.LT may refuse cancellation and a refund.

10.2. When cancellation with a refund is unavailable

The order cannot be cancelled with a refund at the Customer’s request if:

• more than 24 hours have passed since the order was placed;
• collection is scheduled for today or one of the next three calendar days;
• flowers or other products have already been purchased or reserved for the order;
• the florist or picker has started work;
• the order has been prepared, packed, or handed to the carrier.

Any one of these circumstances is sufficient to refuse a refund.

10.3. Example of the time calculation

If an order is placed on 19 July:

• for collection on 20, 21, or 22 July, cancellation with a refund at the Customer’s request is unavailable;
• for collection on 23 July or later, the Customer may submit a cancellation request within the first 24 hours after placing the order, but only if ROSES24.LT has not begun fulfilment.

10.4. How to submit a cancellation request

The request must be emailed to [email protected] and include the order number, the Customer’s name, and the reason for contacting us.

Sending an email does not itself mean that the order is cancelled. Cancellation is accepted only after written confirmation from ROSES24.LT.

10.5. Date changes and exceptions

Changing the collection date does not start a new 24-hour period or restore the right to cancel. The conditions are assessed using the original collection date and the time when the order was placed.

ROSES24.LT may, at its discretion, agree to cancellation after the stated period. In that case, actual and documented costs already incurred may be deducted from the refund. The amount will be communicated to the Customer before cancellation is confirmed.

📦 11. Right to withdraw from a distance contract

For products to which the right of withdrawal applies, a consumer may withdraw from a distance contract within 14 days from receipt of the product in accordance with applicable law.

The right of withdrawal does not apply, in particular, to:

• goods liable to deteriorate or expire rapidly, including cut flowers and many plants;
• goods made to the Customer’s specifications or clearly personalised, including individually prepared bouquets and arrangements;
• other goods in cases provided by law.

For eligible products, a withdrawal notice must be sent to [email protected]. The product must be returned no later than 14 days after the notice is sent. The Customer bears the direct return cost unless the law or a written agreement provides otherwise.

The Customer is responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

💶 12. Refunds

Where a refund is required by law or the order is cancelled by the Seller, funds are returned using the same payment method unless otherwise agreed and no later than the period required by applicable law.

The Seller may withhold reimbursement for a returned product until receiving the product or evidence that it has been sent back, where permitted by law.

No refund fee is deducted where the refund results from cancellation by the Seller, non-conformity of the product, or the consumer exercising a statutory right.

🕓 13. Changing the collection date

The collection date can be changed only by written agreement with the Seller and where technically possible.

If the order has already been prepared or handed to the carrier, the Seller may refuse the change or require payment of additional actual costs after informing the Customer of the amount.

Changing the date is not an order cancellation and does not restore a refund right if the voluntary cancellation period has expired.

🎟 14. Coupons and discounts

A coupon is a code or link granting a discount when placing an order on ROSES24.LT under the relevant offer terms.

Unless the promotion states otherwise, a coupon:

• may be used once;
• cannot be exchanged for cash;
• cannot be combined with another coupon;
• remains valid until the stated date.

⚠️ 15. Force majeure and unforeseen logistics disruptions

ROSES24.LT takes reasonable measures to transport orders from Tallinn to Lithuania on time, but does not guarantee arrival at an exact time unless the Seller separately confirms such a guarantee in writing.

The Seller is not liable for delay or temporary inability to perform obligations caused by circumstances that the Seller could not reasonably foresee, prevent, or overcome, including natural disasters, extreme weather, fire, accidents, road or border closures, government action, strikes, war, civil unrest, epidemics, transport, communications or energy failures, and other force majeure circumstances.

Vehicle breakdown, an accident, route cancellation, a partner carrier delay, or another unforeseen technical failure may lead to a change in collection time or date. If the disruption could not reasonably have been prevented and the Seller took available measures to arrange replacement transport or another method, the delay is not treated as a breach of a guaranteed time.

In such circumstances, the Seller may move transport and handover to the earliest available time. The Customer will be informed of a material delay after the Seller receives reliable information.

To the extent permitted by applicable law, ROSES24.LT does not compensate indirect loss, lost profit, event expenses, non-pecuniary damage, or other consequential loss arising from a delay.

⚖️ 16. Liability and applicable law

The Seller is responsible for order fulfilment to the extent provided by the contract and mandatory provisions of applicable law.

Nothing in these terms limits mandatory consumer rights granted by Lithuanian and European Union law.

The parties will first seek to resolve disputes through negotiation. Claims should be emailed to [email protected].

If no agreement is reached, a consumer may contact the Lithuanian State Consumer Rights Protection Authority (VVTAT), the European Consumer Centre Lithuania, or a competent court.

The Seller may update these terms. The version in effect when the order was placed applies to that order.