24 hours or earlier
100% refundCancellation has no penalty and the full amount paid is returned.
Clear rules
Returns and exchanges
Cancellation before delivery, refusal on receipt and a defect claim are three separate situations with different rules.
- 24 hours
- before delivery — for penalty-free cancellation
- 24 hours
- after receipt — to report a defect
- 3 business days
- refund period
Before delivery
Order cancellation
Less than 24 hours
No refundThe amount paid is non-refundable because flowers and work have already been reserved for the order.
Inspect the bouquet before accepting it
- Before acceptanceThe client or recipient may refuse even if they simply do not like the bouquet. The amount paid is refunded in full.
- After acceptanceA bouquet of proper quality is not returnable or exchangeable for subjective reasons.
- Legal conditionCut flowers of proper quality cannot be returned or exchanged after acceptance under Ukrainian law. This does not limit the client’s rights when the product is defective.
Defective quality
How to submit a claim within 24 hours
Record the issue
Take clear photographs of the bouquet and the defect.
Explain what happened
Add a short description and the order number.
Choose the remedy
A free replacement bouquet or a full refund — the choice is yours.
Return the bouquet
A Marta Flowers courier collects the defective bouquet; the shop pays for collection and repeat delivery.
Claim details
What to send and where
Channels
Email: info@martaflowers.kiev.ua. Phone, Telegram or Viber: 063-688-36-33.
Required
- Photographs of the bouquet.
- A short description of the problem.
- The order number.
If the number is unknown
- The exact order date.
- The source: website, Instagram, Viber, etc.
- The customer’s name or username.
Refund timing
Within 3 business days after the claim is confirmed, using the original payment method or another method agreed with the client.
Report the issue within 24 hours
Photographs and a short explanation help us confirm the claim and provide your chosen remedy quickly.