ROSES24.LV Terms for Placing, Paying for and Collecting Orders
These terms govern the placement, payment, preparation, transport from Estonia and collection of ROSES24.LV orders in Riga.
🏢 1. Seller details
ROSES24.LV operates as an online store. ROSES24.LV does not have its own physical store in Latvia. Orders are prepared in Estonia, transported to Riga and handed over to the Buyer or Recipient through a partner pickup point.
📘 2. Definitions
Buyer / Customer — a natural or legal person who has placed an order on ROSES24.LV.
Recipient — the person named in the order who collects the Product from the pickup point.
Seller — ONE Management OÜ, which sells Products through ROSES24.LV.
Partner pickup point — an independent transport service provider in Riga through which an order is handed over.
Product — flowers, bouquets, plants, gifts and related goods offered on the website.
🛒 3. Placing an order
The Buyer independently selects the Products, additional options, packaging and collection date and provides the Customer’s and Recipient’s details.
After an order has been placed, it is assigned a unique number. The order is processed on the basis of the information supplied by the Buyer on the website.
The Buyer is responsible for the accuracy of the Recipient’s first and last name, telephone number, e-mail address and all other information provided.
Comments and requests relating to an order are for information purposes. They are fulfilled where possible and become binding only after written confirmation by the Seller.
ROSES24.LV may contact the Buyer or Recipient to clarify the order or collection arrangements.
💳 4. Payment
All orders are fulfilled only after full payment in advance.
An order is considered accepted for processing once payment has been received successfully and an order confirmation has been sent.
All mandatory payments, transport costs and additional charges are displayed before the order is confirmed. ROSES24.LV does not apply hidden charges.
An unpaid order may be cancelled automatically.
🌸 5. Order preparation
Flowers and plants are natural, seasonal Products. Their shade, shape, stage of bloom and size may differ slightly from the photograph on the website.
Product photographs are illustrative. A bouquet is wrapped in kraft paper or transparent film unless otherwise stated in the Product description.
Stem length may vary from the stated length by 5–10 cm.
If a particular flower, arrangement element or type of packaging is unavailable, the Seller may propose an equivalent substitute that preserves the overall style and value of the order. A material substitution will be agreed with the Buyer.
If the order cannot be fulfilled and no suitable substitute is agreed, the Seller may cancel the order in full or in part and refund the corresponding amount paid.
🚚 6. Transport from Estonia and collection in Riga
Orders are prepared in Tallinn and transported to Riga through a partner transport service.
ROSES24.LV does not provide address-based courier delivery within Riga unless this service is specifically offered at checkout. The standard collection method is collection from the specified partner pickup point in Riga.
The planned collection date is shown during checkout or in the confirmation. The exact time at which the order is ready depends on the carrier’s schedule, road conditions and the actual arrival of the transport.
Orders handed to the carrier on time are normally available for collection in Riga on the agreed date. The stated date does not guarantee an exact arrival time unless the Seller has expressly confirmed otherwise in writing.
The pickup point address, opening hours and collection instructions are published on the website or sent to the Buyer or Recipient by e-mail or SMS.
The Seller may change the carrier or pickup point where necessary to fulfil the order. Updated information will then be sent to the Buyer or Recipient.
📲 7. Notifications
The Buyer or Recipient may be notified when the order is handed to the carrier, arrives in Riga and is ready for collection.
The Seller does not guarantee 100% delivery of SMS or e-mail notifications because delivery depends on the mobile operator, e-mail service, device settings and the accuracy of the contact details provided.
Failure to receive a notification does not release the Buyer from the obligation to monitor the order status and collect it within the stated period.
🏬 8. Order collection
The order is handed to the person named in the order or to another person who has the order number and other information required for identification. The pickup point may require an identity document if its rules so provide.
At collection, the number of packages, completeness and external condition of the order must be checked.
The order must be collected within the period stated in the notification and no later than 24 hours after its arrival at the pickup point, unless another period has been confirmed in writing.
Flowers may be stored at the partner pickup point without specialised refrigeration equipment. Late collection may affect their quality and longevity.
⚠️ 9. Non-conforming or damaged Products
If the Buyer discovers an incorrect Product, damage, a shortage or any other non-conformity, the Buyer must submit a claim as soon as possible to [email protected], stating the order number, describing the problem and attaching photographs of the Product and packaging.
A quality claim concerning visible defects in flowers, plants, a bouquet, an arrangement or another perishable Product must be submitted no later than 50 minutes after the Product is handed over. The claim must include the order number and photographs of the entire Product, the individual defects and the packaging, taken immediately after collection.
The 50-minute period is set because the condition of a perishable Product may change quickly after handover due to temperature, water, transport, storage and other conditions outside the Seller’s control. If the claim is submitted later, the Buyer must provide evidence that the defect existed at the time of handover. The Seller may reject a claim if the supplied materials do not reliably establish the condition of the Product at handover or if deterioration occurred after handover due to improper transport, storage or care.
This procedure for recording visible defects does not exclude or limit mandatory consumer rights where such a limitation is prohibited by applicable law.
After reviewing a claim, the Seller may offer a replacement, repeat performance, a proportionate price reduction or a refund, depending on the nature of the non-conformity and the requirements of law.
If a different Product is supplied and it costs less than the Product paid for, the Seller will refund the difference or offer another proportionate remedy. The Buyer is not required to pay extra if a more expensive Product was supplied due to the Seller’s error.
🔁 10. Cancellation at the Buyer’s request
Flowers, bouquets and plants are purchased, reserved and prepared specifically for the selected date. Such an order therefore cannot be cancelled at any time.
10.1. When an order may be cancelled with a refund
A refund is possible only if all three of the following conditions are met:
- the Buyer submits the cancellation request no later than 24 hours after placing the order;
- the collection date does not fall within the next three calendar days; and
- ROSES24.LV has not yet begun to fulfil the order: the Product has not been purchased or reserved, the order has not been assigned to a picker or florist, packed or handed to the carrier.
If any one of these conditions is not met, ROSES24.LV may refuse cancellation and a refund.
10.2. When cancellation with a refund is not possible
An order cannot be cancelled with a refund at the Buyer’s request if:
- more than 24 hours have passed since the order was placed;
- collection is scheduled for today or any of the next three calendar days;
- flowers or other Products have already been purchased or reserved for the order;
- a florist or picker has already started work; or
- the order has already been assembled, packed or handed to the carrier.
Any one of these circumstances is sufficient for a refund to be refused.
10.3. Example of the time calculation
- for collection on 20, 21 or 22 July, cancellation with a refund at the Buyer’s request is not possible;
- for collection on 23 July or later, the Buyer may submit a cancellation request during the first 24 hours after placing the order, but only if ROSES24.LV has not yet begun to fulfil it.
10.4. How to submit a cancellation request
The request must be sent to [email protected] and must state the order number, the Buyer’s name and the reason for the request.
Sending an e-mail does not by itself mean that the order has been cancelled. Cancellation is accepted only when confirmed in writing by ROSES24.LV.
10.5. Changing the date and exceptions
Changing the collection date does not start a new 24-hour period or restore a right to cancel. The conditions are assessed by reference to the original collection date and the time at which the order was placed.
ROSES24.LV may, at its discretion, agree to cancel an order even after the stated period has expired. In that case, actual and documented costs incurred may be deducted from the refund. The Buyer will be informed of the amount before the cancellation is confirmed.
The restrictions in this section do not apply where a right to a refund is expressly provided by mandatory law or where the order has not been fulfilled due to the Seller’s fault.
📦 11. Right of withdrawal from a distance contract
For Products to which the right of withdrawal applies, a consumer may withdraw from the distance contract within 14 days from receipt of the Product in accordance with applicable law.
The right of withdrawal does not apply, in particular, to:
- Products that are liable to deteriorate or expire rapidly, including cut flowers and many plants;
- Products made to the Buyer’s specifications or clearly personalised, including individually assembled bouquets and arrangements; or
- other Products in the cases provided by law.
For eligible Products, a notice of withdrawal must be sent to [email protected]. The Product must be returned no later than 14 days after the notice is sent. The Buyer bears the direct cost of return unless the law or a written agreement provides otherwise.
The Buyer is liable for any diminished value of the Product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
💶 12. Refunds
If a refund is required by law or the Seller cancels an order, the funds will be returned using the same payment method unless the parties agree otherwise and no later than the deadline prescribed by applicable law.
The Seller may withhold reimbursement for a returned Product until the Product has been received or the Buyer supplies evidence of having sent it back, where the law permits this.
🕓 13. Changing the collection date
The date may be changed only by written agreement with the Seller and where technically possible.
If the order has already been assembled or handed to the carrier, the Seller may refuse the change or require payment of additional actual costs after informing the Buyer of their amount in advance.
A change of date is not a cancellation and does not restore a right to a refund if the voluntary cancellation period has already expired.
🎟 14. Coupons and discounts
A coupon is a code or link entitling the holder to a discount when placing an order on ROSES24.LV, subject to the terms of the relevant offer.
Unless the promotion states otherwise, a coupon:
- may be used once;
- cannot be exchanged for cash;
- cannot be combined with other coupons; and
- is valid until the stated date.
⚠️ 15. Force majeure and unforeseen logistics disruptions
ROSES24.LV takes reasonable measures to transport orders from Tallinn to Riga on time but does not guarantee arrival at a precisely specified time unless the Seller has separately confirmed such a guarantee in writing.
The Seller is not liable for delay or temporary inability to perform its obligations where caused by circumstances that the Seller could not reasonably foresee, prevent or overcome, including natural disasters, extreme weather, fire, accidents, road or border closures, acts of public authorities, strikes, military action, civil unrest, epidemics, interruptions to transport, communications or energy supply and other events of force majeure.
A vehicle breakdown, accident, cancelled service, delay by a partner carrier or another unforeseen technical failure may result in a change to the order’s collection time or date. If the disruption could not reasonably have been prevented by the Seller and the Seller took available measures to arrange replacement transport or another method of carriage, the delay is not considered a breach of a guaranteed delivery time.
In such circumstances, the Seller may postpone transport and handover of the order to the nearest available time. The Buyer will be notified of a material delay after the Seller receives reliable information about it.
To the extent permitted by applicable law, ROSES24.LV does not compensate indirect loss, loss of profit, event-related costs, non-pecuniary damage or other consequential loss resulting from a delay.
⚖️ 16. Liability and applicable law
The Seller is responsible for fulfilling the order within the limits established by the contract and mandatory provisions of applicable law.
The parties will seek to resolve disputes through negotiation. Claims must be sent to [email protected].
If no agreement is reached, the consumer may contact the Latvian Consumer Rights Protection Centre (PTAC), the European Consumer Centre Latvia or a court of competent jurisdiction.
The Seller may update these terms. The version in force when the order was placed applies to that order.