Effective from 3 September 2026. Last updated: 9 September 2026.
1. Seller and contact details
KWIACIARNIA MIŁOŚĆ SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, ul. Puławska 38, lok. 39, 02-512 Warszawa, Poland, NIP (tax ID): 5214154370, REGON: 544053430, KRS: 0001225239, share capital: 5 000,00 PLN, registration court: Sąd Rejonowy dla m.st. Warszawy w Warszawie, XIII Wydział Gospodarczy Krajowego Rejestru Sądowego.
Complaints, withdrawal statements and return enquiries may be sent to biuro@kwiaciarniamilosc.pl or in writing to the address above. Telephone: +48 731 865 337.
2. Withdrawal and complaints are different
Withdrawal allows a consumer to cancel an eligible distance contract without giving a reason. A complaint concerns goods that are damaged, incomplete, different from the order or otherwise do not conform to the contract.
An exclusion from the right of withdrawal does not restrict the consumer’s right to complain about goods that do not conform to the contract.
3. Products that cannot be returned merely because the customer changed their mind
3.1. Fresh and perishable products
Under Article 38(4) of the Polish Consumer Rights Act of 30 May 2014, the right to withdraw from a distance contract does not apply to contracts concerning goods liable to deteriorate rapidly or with a short shelf life.
This exclusion covers fresh cut flowers, bouquets, wreaths and floral arrangements made from fresh flowers whose condition and durability deteriorate within a short period. These products cannot be returned within 14 days solely because the consumer changed their mind.
3.2. Products made to individual specifications
Under Article 38(3) of the Consumer Rights Act, the right of withdrawal also does not apply to non-prefabricated goods made to the consumer’s specifications or clearly personalized needs.
This may include arrangements prepared according to an individually requested composition, colour scheme, size, dedication or other particular customer requirements.
4. Withdrawal for other eligible goods
For products not covered by an exclusion, a consumer may withdraw from a distance contract without giving a reason within 14 days after receiving the goods.
To exercise this right, send an unequivocal statement before the deadline to biuro@kwiaciarniamilosc.pl or to the Seller’s address. The following wording may be used:
I, [full name], hereby withdraw from the contract for the sale of [product name], order number [number], received on [date].
The product must be returned without undue delay and no later than 14 days after withdrawal. The consumer bears the direct return cost unless the Seller agrees to bear it.
The Seller will refund the payments received, including the cost of the least expensive standard delivery method offered by the Store, no later than 14 days after receiving the withdrawal statement. The refund will use the same payment method unless the consumer expressly agrees to another cost-free method. The Seller may withhold the refund until receiving the goods or proof that they have been sent back, whichever occurs first.
5. Complaints and non-conforming goods
A complaint may be submitted if the delivered goods are damaged, incomplete, different from the order or do not have the qualities a consumer may reasonably expect.
Because fresh flowers naturally change quickly, please report visible issues as soon as reasonably possible after delivery. Prompt reporting helps establish the condition at delivery but does not restrict statutory consumer rights.
Send a complaint to biuro@kwiaciarniamilosc.pl or in writing to the Seller’s address. It is helpful to provide the order number, a description of the issue, the date it was noticed, the requested resolution and, where possible, photographs. Photographs and a receipt are not conditions for accepting a complaint if the purchase can be proven in another way.
6. Complaint response deadline
The Seller will respond to a consumer complaint within 14 days of receiving it. If the Seller does not respond within that period, the complaint will be deemed accepted. The response will be provided on paper or another durable medium, including by email.
7. Complaint remedies
The remedy available to bring goods into conformity depends on applicable law and the circumstances of the case. Where provided by law, it may include replacement, a price reduction or withdrawal from the contract. This policy does not restrict mandatory consumer rights.