Return & Refund Policy — ROZY.com.kz

We want every bouquet to bring joy. If something is wrong with your order, please contact us — we will resolve the issue. Below are the terms for returns, refunds and cancellations at ROZY.

Return of Goods of Proper Quality

Fresh cut flowers and plants are a perishable product. Under the Law of the Republic of Kazakhstan "On Consumer Protection" and the approved list of proper-quality goods that are not subject to exchange or return, fresh flowers, bouquets and floral arrangements of proper quality cannot be exchanged or returned. Please consider your choice carefully before placing an order.

If the Product Is of Improper Quality (Defect)

If the bouquet arrived defective, you may file a claim within 24 hours of receipt, attaching a photo. The following are considered defects:

• The flowers are wilted, broken or damaged on delivery.
• The composition or number of flowers does not match the order.
• The wrong product was delivered.
• The bouquet lost its presentable look due to our fault (transport, storage).

How to File a Claim

1. Contact us by phone or WhatsApp within 24 hours of receiving the order.
2. Send a photo of the bouquet and your order number.
3. We review the claim within one business day.
4. For a confirmed defect, you choose: a free replacement bouquet or a full refund.

Refund Terms and Method

A refund is issued by the same method used for payment (Kaspi, bank card, etc.) within 10 business days of the return being agreed. For cash payments, the refund is arranged with the client individually.

Order Cancellation

• You may cancel an order free of charge before the florist starts assembling the bouquet — the full amount is refunded.
• If the bouquet has already been assembled or handed to the courier, the cost of the flowers and the work may be withheld.
• To cancel an order, contact us by phone or WhatsApp as soon as possible.

When a Claim Is Not Accepted

• More than 24 hours have passed since delivery.
• The flowers wilted due to improper care or storage conditions after handover (heat, lack of water).
• A natural feature of live flowers (slight variation in shade or size of buds) is treated as a defect.