Returns and Complaints Policy

This document explains how to complain about goods and how to withdraw from a purchase contract. It supplements the Terms of Service and follows the Czech Civil Code (Act 89/2012 Sb.) and the Consumer Protection Act (Act 634/1992 Sb.).

This is a courtesy translation. The Czech version is the binding text.

1. Seller

Premium Nairi s.r.o.
Registered office: Na Příkopě 22, Praha 1, 110 00
Company ID (IČO): 22107096
VAT ID (DIČ): CZ22107096
Společnost zapsaná v obchodním rejstříku vedeném Městským soudem v Praze, oddíl C, vložka 411018
Email: nairiflowers@gmail.com
Phone: +420606608009

2. Cut flowers are perishable

For bouquets, arrangements and other goods liable to deteriorate rapidly, the fourteen-day right of withdrawal does not apply. This follows from § 1837 of the Civil Code, which sets out the exception for rapidly perishable goods, and corresponds to Article 16(d) of Directive 2011/83/EU.

The buyer is reminded of this at the final checkout step, before paying. The exception concerns only the right to withdraw without giving a reason — rights from defective performance are unaffected and are described in section 4.

3. Withdrawal for goods that are not perishable

For vases, ceramics, candles, diffusers and similar goods, a consumer has the right under § 1829 of the Civil Code to withdraw from the contract within fourteen days of receipt, without giving a reason. The deadline is met if notice is sent before it expires.

How to do it:

1. Send notice of withdrawal to nairiflowers@gmail.com. The model form below may be used but is not required — any unambiguous statement is enough.
2. Send or hand over the goods within fourteen days of the withdrawal.
3. The cost of returning the goods is the consumer’s, unless the goods were delivered defective or damaged.

The seller refunds the money received within fourteen days of the withdrawal, by the same means it was received, including delivery costs up to the cheapest delivery method offered. The seller need not refund before the consumer hands over the goods or proves they have been sent.

The consumer is liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature and properties.

4. Complaints — rights from defective performance

The seller is liable for the goods being free of defects on receipt. For goods that are not perishable, a defect appearing within two years of receipt may be raised.

For fresh flowers a defect is judged against the nature of the goods: the bouquet should match what was ordered and be of ordinary freshness on receipt. A defect is therefore best reported as soon as possible, ideally within 24 hours of receipt, while the condition can still be assessed. That is a recommendation, not a deadline whose expiry ends the right.

When making a complaint, please include:

• the order number (it is in the confirmation email),
• a photograph of the goods as received,
• a short description of the defect.

Where goods are defective, the consumer may require the defect to be remedied — choosing either replacement or repair, unless the chosen method is impossible or disproportionately costly. If the defect cannot be remedied that way, the consumer may require a reasonable discount or withdraw from the contract.

The seller resolves a complaint within thirty days of it being raised, unless a longer period is agreed with the consumer, and issues written confirmation of the outcome.

5. Cancelling before preparation begins

If the buyer cancels before the florists begin preparing the flowers, the seller refunds the full amount paid, including the delivery fee. Please contact us as soon as possible at nairiflowers@gmail.com or +420606608009.

Once preparation has begun the order can no longer be cancelled — the perishable-goods exception in section 2 applies. Rights from defective performance are unaffected.

6. Goods not collected

If the recipient does not accept the delivery, the seller will try to agree an alternative time. Where that is not possible and the goods are perishable, they cannot be sold again and no claim to a refund arises. For goods that are not perishable, the purchase price is refunded less the delivery costs demonstrably incurred.

7. Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. The form is not mandatory — any unambiguous statement is enough.

To: Premium Nairi s.r.o., Na Příkopě 22, Praha 1, 110 00, email: nairiflowers@gmail.com

I hereby give notice that I withdraw from the contract for the purchase of the following goods: …………………………………………
Date of order / date of receipt: …………………………………………
Consumer’s name: …………………………………………
Consumer’s address: …………………………………………
Order number: …………………………………………
Consumer’s signature (only if this form is sent on paper): …………………………
Date: …………………………………………

8. Out-of-court dispute resolution

If a dispute cannot be settled by agreement, a consumer may turn to the Czech Trade Inspection Authority, Ústřední inspektorát — ADR department, Štěpánská 44, 110 00 Praha 1, adr.coi.cz. It also supervises compliance with the Consumer Protection Act.