Refund & cancellation policy

Fresh flowers and the right of withdrawal

Under EU and Cyprus consumer law, goods that are perishable or made to the customer's order are excluded from the 14-day right of withdrawal. Bouquets, arrangements, balloon boxes and other items made with fresh flowers fall into this group, so they cannot be returned simply because of a change of mind.

Non-perishable items that are not made to order, such as teddy bears, vases and preserved (forever) roses, may be returned within 14 days of delivery if they are unused and in their original packaging. Contact us first; the cost of sending them back is yours, and we refund the item price once we receive it.

Cancelling or changing an order

You can cancel an order free of charge, for a full refund, up to 24 hours before the start of the delivery window you chose.

For same-day orders, or less than 24 hours before delivery, we can only cancel or change the order if we have not yet started preparing it. Once the flowers have been prepared or the order is out for delivery it can no longer be cancelled.

To cancel or change an order, contact us as early as possible by phone or WhatsApp on +357 95 528110 and quote your order number. Changes to the delivery address, date or card message are free whenever we can still accommodate them.

If something is not right

We want every order to arrive fresh and as ordered. If your flowers arrive damaged, wilted, or noticeably different from what you ordered, tell us within 24 hours of delivery at basta.flower15@gmail.com or by WhatsApp on +357 95 528110, with your order number and a photo of the item.

After checking, we will offer a replacement delivered as soon as possible or a full or partial refund, whichever you prefer.

Flowers keep best when cared for as described on the card that comes with them. We cannot accept complaints about freshness that are raised several days after delivery, or that result from the flowers being left without water or in heat or direct sun.

Failed deliveries

If we cannot deliver because the address was incomplete or wrong, or because the recipient refused the order or could not be reached, the order is treated as fulfilled and is not refundable. We will hold the flowers for collection or deliver them again the same or next day where possible; a second delivery fee may apply.

If we fail to deliver on the chosen date for a reason within our control, you may choose a new delivery date at no extra cost or a full refund.

How refunds are paid

Refunds are made to the card or payment method used for the order. We send them within 14 days of agreeing the refund, usually much sooner; your bank may take a few more working days to show it on your statement.