Returns Policy

We want every Nairi delivery to land as you imagined. This policy explains your rights and our process when something goes wrong.

1. Fresh flowers are perishable

Under EU Directive 2011/83/EU Article 16(d), the standard 14-day right of withdrawal does not apply to goods which are liable to deteriorate or expire rapidly. Fresh-cut flowers fall squarely into this exception.

This means: bouquets, hand-tied arrangements, fresh-flower sets, and gift sets containing fresh flowers cannot be returned for change-of-mind once they have left our atelier. We are obliged by Czech consumer law to make this clear at point of purchase; you will see this notice again at the final checkout step.

2. Damaged on arrival

If the bouquet arrives damaged or in materially worse condition than dispatched, contact us within 24 hours of delivery at hello@nairiflowers.com with:

• Your order number (the email confirmation has it).
• A photo of the bouquet as received.
• A short description of the damage.

We will issue a refund, redelivery, or a partial credit at our discretion based on the severity — we are flexible and we want this right.

3. Non-perishable items

Gift items that are not perishable — vases, ceramic accessories, gift vouchers — are covered by the standard EU 14-day right of withdrawal. Return them in unused condition within 14 days of delivery for a full refund. Return shipping cost is yours unless the item was damaged on arrival.

4. Cancellation before fulfilment

If you cancel your order before our florist begins preparing it, you will receive a full refund — order, delivery fee, and any add-ons. Contact us as soon as possible at hello@nairiflowers.com.

Once the florist has started preparation (cutting stems, building the bouquet), the order cannot be cancelled — the perishable-exclusion above applies.

5. Refund method and timing

Refunds are issued to the original payment method via Stripe. The refund typically settles to your card or wallet within 5–10 business days, depending on your bank. We will send you a confirmation email when the refund is issued from our side.

6. Recipient refuses delivery

If the recipient refuses delivery, we issue a standard refund minus the delivery fee (which the courier has already incurred). Mediated-gift orders carry the same posture.

7. Contact

Email hello@nairiflowers.com or call +420 606 608 009. Our team responds within one business day.