Refund policy

Last updated: June 2026

We want you and your loved ones to be completely satisfied with our flowers. Because we work with fresh, handmade products, special statutory conditions apply to certain goods.

Right of withdrawal for consumers

Consumers generally have the right to withdraw from a contract concluded online within fourteen days without giving any reason.

The withdrawal period is fourteen days from the day on which you, or a third party named by you who is not the carrier, took possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by means of an unequivocal statement, for example by email.

The Rosarium
Inhaber: Rahmat Sharifi
Horst-Schulmann-Straße 9
60314 Frankfurt am Main, Deutschland
USt-IdNr.: DE815664505
info@therosarium.de
www.therosarium.de

To meet the withdrawal deadline, it is sufficient for you to send the notification that you are exercising your right of withdrawal before the withdrawal period expires.

Exclusion of the right of withdrawal for fresh goods and custom-made products

The right of withdrawal does not apply to contracts for the supply of goods that are liable to deteriorate rapidly or whose expiry date would quickly be exceeded. This applies in particular to fresh cut flowers, freshly hand-tied bouquets, rose boxes made with fresh flowers and comparable fresh goods.

The right of withdrawal also does not apply to goods that are not prefabricated and for which an individual choice or decision by the customer is decisive in their production, or that are clearly tailored to personal requirements. This applies in particular to individually made bouquets, personalised products and custom-made products.

The statutory right of withdrawal applies to goods that are not liable to deteriorate rapidly, non-personalised goods and vouchers, provided that no statutory ground for exclusion applies and the voucher has not yet been redeemed.

Consequences of withdrawal

If you validly withdraw from a contract, we will reimburse all payments we have received from you, including delivery costs. This excludes any additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us.

We will make the reimbursement no later than fourteen days from the day on which we receive notification of your withdrawal. We will use the same means of payment for the reimbursement that you used for the original payment, unless expressly agreed otherwise with you. We will not charge any fees for the reimbursement.

For goods that can be returned, we may withhold reimbursement until we have received the goods back or until you have provided evidence that you have returned the goods, whichever occurs first.

You must return or hand over the goods to us without undue delay and no later than fourteen days from the day on which you informed us of the withdrawal. The deadline is met if you send the goods before the deadline expires.

You bear the direct cost of returning the goods unless expressly agreed otherwise.

Complaints about quality defects or delivery problems

If your delivery is damaged, not fresh or incorrect, please contact us, if possible, within 24 hours of delivery at info@therosarium.de. Please send us photographs, preferably one full view and one close-up, the order number and a brief description of the problem.

After reviewing the matter, we will offer a replacement delivery, a credit, or a partial or full refund, depending on the situation.

Please note that flowers are natural products and their longevity depends on care, temperature, location and water quality. A complaint may be rejected in particular if the flowers were delivered properly and their condition is attributable to improper care, late collection or circumstances beyond our control.

Your statutory rights in respect of defects remain unaffected.

Non-delivery or recipient unavailable

If the recipient is not present when delivery is attempted, the delivery may, where possible and permitted, be left with a neighbour, in a safe place, or made available for collection from a partner shop.

If delivery cannot be completed successfully because of an incorrect or incomplete address, the recipient being unavailable, or refusal to accept the delivery, there is generally no entitlement to a refund. If the delivery is collected later or left in an alternative location, we cannot provide a full freshness guarantee because flowers wilt over time.

Statutory rights in respect of defects remain unaffected in these cases as well.

Goodwill and customer satisfaction

Even where there is no legal entitlement, we review every request individually and, where possible, endeavour to find a fair solution as a gesture of goodwill.

Contact & return address