Terms, conditions, and withdrawals
The products and services offered by florsana.es
All handmade products offered on the site www.florsana.es have been created and are produced by Flors Ana, florist's located in Carcaixent (Spain). Florsana.es does not send compositions made by other florists, designed or not by Flors Ana, to ensure the quality and consistency of its products. Please take this into account when assessing the time and terms of delivery.
Nevertheless, the characteristics of the products that are shown in the www.florsana.es site, given their nature and manual carrying out, may vary slightly in structure, content and colors used for the compositions, except for the arrangements in which the integrating items are specified (for instance, "12 roses"). In this last case, the product will be delivered to the consumer as established and always of the highest quality.
The customer will be informed if delivery of a specific product can not be handled, so that it can be exchanged for another product or the order cancelled at his/her convenience.
Plush toys and accessories listed as a complement to floral orders are included in the price.
For more information on deliveries, see our delivery information page.
Customer service: Inquiries, incidents or complaints
For any questions or if it is desired to report an incident in the service, to make an inquiry or a complaint about products, delivery, etc., the following options are available:
- Contact by phone to florsana.es (+34 625 02 45 45), from Monday to Friday from 9:30 to 13:30 and 16:30 to 20:30 and Saturday from 9:30 to 13:30 pm (peninsular Spain time).
- Access the order history by entering the username and password in the www.florsana.es site and make the opportune claim.
- By email at at.cliente@florsana.es, indicating the order number on which you wish to inquire, to state an incident or complain.
Period to claim
The client may claim the delivery of an order that has not arrived on time within 15 days of the due date for delivery, regarding both domestic and international orders.
If the reason for the claim is the product quality or composition thereof, the customer must claim within 24 hours of the delivery date: Since flowers and plants are perishables, a claim made at a later date will render impossible the verification of the original quality or making up. The arrangements elaborated completely with artificial materials are excluded. In this case, the period to claim is of 15 days from the date of delivery of the order.
If the person receiving the floral arrangement rejects it for personal reasons and, therefore, through no fault of florsana.es, no fee refund of the product or the service will be done.
If the complaint is justified, florsana.es will manage its compensation and the appropriate resolution in each case.
Right of withdrawal
According to the new Spanish Law 3/2014, of 27 March, approving the revised text of the General Law for the Defence of Consumers and Users (LGDCU) and other complementary laws, we inform you of the rights relating to withdrawal for online consumers. They apply to all contracts concluded as of June 13, 2014:
- The customer is entitled to withdraw from his contract with florsana.es within 14 calendar days without need of justification. The withdrawal period shall expire 14 days from the day the customer or a third party indicated by him/her, other than the carrier, acquired the physical possession of the goods. Perishable goods such as flowers and natural plants, customized goods, and services already performed are excepted.
- To exercise the right of withdrawal, the customer must notify florsana.es his/her decision to withdraw from the contract through a clear statement, for example, a letter sent by post or email. You can find the postal and email addresses of Flors Ana in the contact information section.
- To comply the withdrawal period, it is sufficient that the communication concerning the exercise by the customer of this right is sent before the expiry of the deadline.
Consequences of withdrawal
In the event of cancellation by the customer, florsana.es will return all payments received, including the cost of delivery (except for the additional costs resulting from the choice by the customer of a mode of delivery different from the less expensive ordinary delivery florsana.es offers) without undue delay and, in any event, no later than 14 calendar days from the date in which the customer informs florsana.es his/her decision to withdraw from the contract. Flors Ana shall make a refund using the same method of payment used by the customer for the initial transaction, unless the customer has expressly provided otherwise. In any case, florsana.es will not incur any fees as a result of repayment.
If at the time of withdrawal, the customer (or a third party indicated by him/her) has already received the goods covered by the contract, florsana.es may withhold the reimbursement until received the goods or until the customer has supplied evidence of the return thereof, whichever is satisfied first. In effect, the customer must return or deliver the goods directly to Flors Ana, Carrer Pare Marchena 32, 46740 Carcaixent (Spain), without undue delay and, in any event, not later than within 14 calendar days from the date he/she has communicate his/her decision to withdraw from the contract to florsana.es. The deadline is met if the customer sends back the goods before the period has ended. The customer must bear the direct cost of returning the goods and will be responsible for the decline in value thereof as a result of a handling other than that necessary to establish the nature and characteristics of the goods.