Refund policy

As of October 2025

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

No right of withdrawal for fresh produce

Our products—especially bouquets, rose boxes, plants, and other fresh produce—are perishable goods as defined by Section 312g, Paragraph 2, No. 2 of the German Civil Code (BGB). Therefore, there is no statutory right of withdrawal or return once the order has been made or shipped. Each bouquet is individually tied to the order and freshly prepared for the recipient.

Complaints about quality defects or delivery problems

If your delivery is damaged, not fresh, or incorrectly made, please contact us within 24 hours of delivery at info@therosarium.de . Please send us photos (full shot + close-up), the order number, and a brief description of the problem. After inspection, we will offer a replacement, credit note, or (partial) refund, depending on the situation. Refunds are not possible if the flowers were delivered and accepted properly, the complaint was not submitted on time, or the condition was compromised due to improper care.

Non-delivery / recipient not reachable

If the recipient is unavailable for delivery, the delivery can be made to a neighbor, to a safe location, or for pickup from a partner store. If delivery is unsuccessful due to an incorrect or incomplete address, unavailability, or refusal to accept the delivery, no refund is available. We cannot fully guarantee freshness for later pickup or alternative delivery, as flowers wilt over time.

Refund processing

If a refund is approved, payment will be processed within 5–10 business days using the original payment method (e.g., Stripe, PayPal, credit card) or as a gift card. Banks or credit card companies may require additional processing time.

Exceptions

No returns or refunds for: fresh flowers, plants, custom bouquets, personalized products, gift certificates, or properly delivered goods.

Goodwill & customer satisfaction

Even if there is no legal entitlement, we examine each request individually and, if possible, find a fair solution.

Contact & return address

The Rosarium
Owner: Rahmat Sharifi
Horst-Schulmann-Straße 9
60314 Frankfurt am Main, Germany
VAT No.: DE815664505
info@therosarium.de
www.therosarium.de