Politique de remboursement

Returns and Withdrawal Policy

We do everything we can to prepare, package and ship every order with care. Our products consist of delicate, handmade and/or preserved natural materials. We therefore ask you to carefully read the return conditions below before submitting a return or cancellation request.

Right of Withdrawal

For standard products that are not personalized or made to order, you have a statutory cooling-off period of 14 days after receiving your order. During this period, you may withdraw from the purchase without giving any reason.

After notifying us of your withdrawal, you have another 14 days to return the product.

Submitting a Return Request

You can submit a return request through your customer account on our website. Log in with the email address used to place the order and follow the steps to submit a return request.

If you are unable to submit the return through your account, you can also send an email to:

retourneren@rosesofeternity.nl

Please always include the following in your email:

• your name;

• your order number;

• the email address used to place the order;

• the product you would like to return.

We only process returns for orders placed directly with Roses of Eternity. Products purchased through a third party must be handled through the relevant seller.

Do not send a return shipment back to us without prior registration. After receiving your return request, either through your customer account or by email, we will review the request and send you the return instructions and the correct return address.

Cancellations

As long as your order has not yet been processed, personalized, made to order, packed or shipped, you may request a cancellation through your customer account on our website.

Log in with the email address used to place the order and follow the steps to submit a cancellation request.

If you are unable to request the cancellation through your account, please contact us as soon as possible at:

retourneren@rosesofeternity.nl

Please include your name, order number and the email address used to place the order.

Please note: a cancellation request is only final once we have confirmed it. Because many of our products are handmade, made to order or personalized, we may not always be able to cancel an order once we have started processing, personalizing, assembling, packing or shipping it.

For personalized products, handwritten cards, made-to-order arrangements or products specially composed at the customer’s request, cancellation may no longer be possible once we have started fulfilling the order.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to products that are made specifically according to your personal wishes or personalized for you.

This includes, but is not limited to:

• handwritten cards with a personal message;

• products with a name, date, personal message or other personalization;

• arrangements specially composed outside our standard collection or standard options at the customer’s request;

• other products for which it is clearly stated before purchase that they are personalized or made to order.

When a product falls under this exception, it cannot be returned under the right of withdrawal.

Longlife Roses, Preserved Roses and Hydrangea Arrangements

Our longlife roses, preserved roses and hydrangea arrangements are delicate, preserved natural products. They are arranged by hand. As a result, small differences may occur in shape, size, color, placement and number of flowers. With roses, for example, the number of roses may vary because each rose can differ in size.

These products must not be exposed to water, moisture, direct sunlight, perfume, smoke, dust, high or low temperatures, or strong temperature changes. This may affect the quality, shape, color, scent and lifespan of the product.

Standard arrangements that are not personalized or made to order may be submitted for return within the statutory withdrawal period. The product must be handled with care and may only be inspected in the same way you would inspect it in a physical store.

If the product has decreased in value due to use, damage, improper handling, improper storage, exposure to temperature changes, moisture or other harmful conditions, we may deduct this decrease in value from the amount to be refunded.

If the product is returned in a condition that makes it no longer resellable, the decrease in value may amount to the full purchase price.

Return Shipment Conditions

If reasonably possible, the product must be returned:

• in its original packaging;

• complete;

• clean, dry and free from odors;

• undamaged;

• properly and securely protected for shipping;

• with the order number or order confirmation included.

The customer is responsible for carefully handling and storing the product while it is in their possession.

Returning the product is at the customer’s risk. This means that the customer is responsible for properly and protectively packaging the product and for ensuring that the return shipment arrives safely with us. We therefore recommend returning the product in its original packaging, well protected and with track & trace.

If a return shipment arrives damaged, incomplete, damp, misshapen, soiled, discolored, affected by odors or otherwise not in its original condition, we will assess whether there has been a decrease in value. This decrease in value may be deducted from the refund.

Shipping, Incorrect Address and Lost Parcels

The customer is responsible for correctly and completely entering the delivery address when placing the order. Please always carefully check your name, address, postcode, house number, any additions, city and contact details before completing your order.

Roses of Eternity is not responsible for delays, failed delivery, return shipment or loss of a parcel when this is caused by an incorrect, incomplete or wrongly entered delivery address provided by the customer.

If a parcel cannot be delivered due to an incorrect or incomplete address and is returned to us, any additional shipping costs for resending the parcel may be charged to the customer.

If the track & trace information shows that a parcel has been delivered to the address provided by the customer, but the customer has not received the parcel, we ask the customer to contact us as soon as possible. We can then start an investigation with the carrier. Any solution will be assessed based on the outcome of the investigation and the circumstances of the delivery.

For return shipments, the customer is responsible for returning the parcel safely and with proof of shipment. We therefore always recommend packaging the return shipment properly and sending it with track & trace and proof of postage.

As long as we have not received the return parcel and the customer cannot prove that the parcel was returned correctly, we may postpone the refund.

Return Costs

The costs of returning the product are the responsibility of the customer.

In the case of a valid full withdrawal, we will refund the purchase price, including the standard shipping costs of the original delivery. Additional costs for a more expensive delivery method, such as express shipping or special delivery, will not be refunded beyond the amount of the standard delivery.

In the case of a partial return, the original shipping costs will not be refunded.

Refunds

We will refund the amount due within 14 days after receiving your withdrawal notification.

We may postpone the refund until we have received the product back or until you have provided proof that you have returned the product.

After receipt, we will inspect the product for completeness, packaging, damage, moisture, odor, deformation, discoloration and other signs of decrease in value. If the product is received in good condition, the refund will be processed using the same payment method used for the original order, unless otherwise agreed.

If there is damage or loss of quality due to use, improper handling, improper storage, poor return packaging or circumstances during the return shipment, we may deduct the decrease in value from the refund.

Damaged or Incorrect Product Received

Has your order arrived damaged or have you received the wrong product? Please contact us within 48 hours of receipt at:

info@rosesofeternity.com

Please include clear photos of:

• the product;

• the packaging;

• the shipping label;

• the damage or error.

We will assess the report and look for a suitable solution together.

Please note: damage that occurs after the product has been received due to improper handling, improper storage, moisture, water, direct sunlight, perfume, smoke, dust, high or low temperatures, or temperature changes is not considered a delivery defect.

Return Address

Do not send a return shipment back to us without prior registration. After receiving your return request, we will send you the correct return address and any return instructions by email.

Return shipments sent without prior registration, without an order number or to an incorrect address may not be processed.