COMPLAINTS POLICY

1. INTRODUCTORY PROVISIONS

Alexander Kovács – Agropos
Registered office: Hviezdna 1500/161, 930 11 Topoľníky, Slovak Republic
Company ID: 56368801
Tax ID: 1129943034
VAT ID: SK1129943034
(hereinafter referred to as the “Seller”).

The Seller operates the online store www.everose.shop.

Goods shall mean fresh cut flowers, bouquets, preserved roses (Everose), gift boxes and other products offered through the Website.

This Complaints Policy forms an integral part of the Purchase Agreement.

 

 

2. LIABILITY FOR DEFECTS

The Seller is liable for defects that the Goods have at the time of delivery.

As the Goods are perishable (fresh flowers), liability applies only to defects existing at delivery.

The Seller is not liable for defects caused by:

  • improper storage or handling,
  • natural wilting,
  • force majeure,
  • actions of the Customer or third parties.

 

 

3. RIGHTS ARISING FROM DEFECTS

If the defect is remediable, the Customer has the right to:

  • replacement of the Goods, or
  • a reasonable discount.

If the defect is irremediable, the Customer may:

  • request replacement, or
  • withdraw from the contract.

 

 

4. SUBMISSION OF A COMPLAINT

Complaints must be submitted without undue delay, no later than 24 hours after delivery (for fresh flowers).

Complaints may be submitted:

  • via email, or
  • in writing to the registered office.

The complaint must include:

  • description of the defect,
  • photo documentation,
  • order number,
  • contact details.

 

 

5. HANDLING OF COMPLAINTS

The Seller will handle the complaint without undue delay, no later than 30 days.

The Customer will be informed by email.

If the complaint is justified, the Seller will replace the Goods or refund the purchase price.

 

 

6. DAMAGE DURING TRANSPORT

The Seller bears full responsibility for any damage occurring during transportation.

If the shipment is damaged, the Customer must inform the courier and contact the Seller immediately.

All costs related to confirmed transport damage are fully covered by the Seller.

 

 

7. FINAL PROVISIONS

This Complaints Policy enters into force on the date of its publication on www.everose.shop.