Return & Refund Policy
This Return & Refund Policy explains your rights and the steps to follow if there is a problem with an order placed at Valeriia Flowers (SRL «Valeriia Flowers»), a floristry and flower-delivery studio operating at str. Mircea cel Bătrân 43, sector Ciocana, Chișinău, MD-2075, Republic of Moldova. Because we work with fresh flowers and hand-crafted arrangements, some rules differ from those for ordinary goods. Please read this page together with our Terms of Sale (Public Offer) and Privacy Policy.
1. General provisions
This policy applies to all orders placed on valeriiaflowers.md and through our contact channels. The applicable law is the law of the Republic of Moldova. Prices are shown in Moldovan lei (MDL). Payment can be made by bank card online (via PayNet), in cash to the courier, or by bank transfer; payments from abroad are also accepted.
By placing an order you confirm that you have read and accept the conditions set out below. If any part of your order does not meet your expectations, we ask you to contact us as soon as possible so that we can put things right quickly and fairly.
2. Nature of the product: fresh and made-to-order flowers
Flowers are a perishable product and bouquets are frequently made individually to order for each customer. For this reason, the standard 14-day right of withdrawal that applies to distance selling in the EU generally does not apply to flowers and custom floral arrangements.
This does not limit your statutory rights in cases where the product is of inadequate quality. Those situations are covered by the sections below.
3. Product of inadequate quality
We want every arrangement to arrive fresh and beautiful. Before dispatch we send you a photo of the finished bouquet. If, despite this, the product arrives in an unsatisfactory condition, you are entitled to a remedy.
A product may be considered of inadequate quality if it:
- arrived wilted or visibly not fresh;
- arrived damaged;
- is the wrong item (not what was ordered).
How to make a claim:
- Contact us as soon as possible — ideally on the day of receipt.
- Send us photographs of the bouquet showing the problem.
- We will review your claim and offer a suitable remedy — a replacement of the product or a refund.
Prompt contact and clear photos help us resolve quality claims fairly and without delay.
4. Freshness guarantee — 7 days
We provide a freshness guarantee of 7 days. If the flowers fail to stay fresh within this period under normal care conditions, please contact us with photos so we can assess the situation and propose a replacement or refund where appropriate.
5. Cancelling an order before assembly or dispatch
If you need to cancel your order, please tell us as early as possible. An order that is cancelled before we begin assembling or dispatching it qualifies for a full refund.
Once an arrangement has been prepared and sent for delivery, cancellation may no longer be possible, since the product is made to order and perishable.
6. Refunds — method and timing
Where a refund is due, it is issued to the original method of payment:
- Card payments are refunded through the PayNet system that processed your payment.
- Cash or bank-transfer payments are refunded by the corresponding method, as agreed with you.
Refunds are processed within a reasonable time. The exact moment the funds reach your account may also depend on your bank or payment provider.
7. Failed delivery
Successful delivery depends on accurate recipient details. Please make sure the recipient's name, delivery address, telephone number, and the requested date and time are correct when placing your order.
A delivery may be considered failed if the recipient cannot be reached at the address or telephone number provided — for example, if the address is incorrect or incomplete, the recipient is absent, or the recipient does not answer the phone at the agreed time.
In such cases:
- our courier will attempt to contact the recipient and/or the sender to arrange delivery;
- a repeat delivery attempt or redirection may be subject to an additional delivery charge;
- a failed delivery caused by incorrect or incomplete details, or by the recipient being unavailable, is not attributable to Valeriia Flowers, and the cost of the flowers may not be refundable, as the product is perishable.
We will always do our best to reach you and find a workable solution before any product is lost.
8. How to contact us about a return or claim
To request a refund, report a quality issue, or ask any question about this policy, please contact us using the details below and, where relevant, attach photographs and your order number:
- Email: [email protected]
- Phone / WhatsApp / Viber: +373 79 43 49 55
- Address (pickup available in sector Ciocana): str. Mircea cel Bătrân 43, Chișinău, MD-2075, Republic of Moldova
We are available 24/7 and will respond as soon as possible. Any dispute will first be addressed through negotiation; if it cannot be resolved amicably, it will be settled by the competent court of the Republic of Moldova.
Last updated: 25 July 2026