Refund policy

CANCELLATION, RETURNS AND COMPLAINTS POLICY

  1. Order cancellation

BG Buket allows orders for fresh flowers to be cancelled at least 24 hours before the agreed delivery time.

Send your cancellation request to info@bgbuket.com, including your order number and the purchaser’s name. For prompt assistance, you can also call +359 899 878 759.

For cancellations within this period, we refund the full amount paid, including the delivery charge, within 14 calendar days of receiving the request. Refunds are issued using the original payment method unless expressly agreed otherwise, without any additional fee charged by us.

With less than 24 hours remaining before delivery, cancellation of an order for fresh flowers is possible only with BG Buket’s express agreement. This restriction does not affect the customer’s statutory rights if we fail to fulfil our obligations.

  1. Returns of fresh flowers

Fresh cut flowers, bouquets and arrangements made from them are perishable goods whose quality may deteriorate rapidly. The 14-day right of withdrawal therefore does not apply to these products under Article 57, item 4 of the Bulgarian Consumer Protection Act.

We do not accept returns of delivered fresh flowers solely because the customer has changed their mind.

This exception does not automatically apply to other products in the store. Those products remain subject to the statutory right of withdrawal and any applicable statutory exceptions, depending on the product.

  1. Complaints and delivery problems

If you receive damaged flowers, an incorrect product or goods that otherwise do not conform to your order, contact us at info@bgbuket.com or +359 899 878 759.

Because flowers are perishable, we recommend contacting us as soon as possible after delivery and, where possible, providing photographs, your order number and a description of the problem. This recommendation does not limit statutory complaint periods or rights.

Depending on the circumstances and applicable legal requirements, we offer a replacement, a price reduction or a refund.

This policy does not limit the consumer’s statutory rights in cases of non-conforming goods, non-delivery or any other failure to fulfil the order.