Refund policy

Returns, Refunds and Famous Roses Guarantee

Last updated: 18 October 2026

At Famous Roses, we are committed to supplying healthy, high-quality roses and garden plants that are true to variety.

Famous Roses is operated by GREEN-E CONCEPT S.R.L., Str. Lotrioara Nr. 5, Sector 3, Bucharest, 032163, Romania.

This policy explains four different situations:

  • You change your mind and exercise your statutory right of withdrawal.

  • You request a return under our additional 30-day voluntary offer.

  • A plant fails to establish and you claim under our six-month Growth Guarantee.

  • Your goods are damaged, faulty or incorrectly supplied.

Our voluntary offers are additional to your statutory consumer rights. Nothing in this policy excludes or limits those rights.

1. Changed your mind? Your statutory right of withdrawal

When you can withdraw

If you are an EU consumer, you may withdraw from your online purchase without giving a reason within 14 calendar days after receiving the goods.

Where goods ordered together are delivered separately, the withdrawal period begins after you receive the last item. Any extension of the deadline required by applicable law applies.

How to notify us

Send an unequivocal statement that you wish to withdraw:

  • By email to info@famousroses.eu; or

  • By post to GREEN-E CONCEPT S.R.L., Str. Lotrioara Nr. 5, Sector 3, Bucharest, 032163, Romania.

You may use the model withdrawal form at the end of this policy, but it is optional. Send your notice before the withdrawal period expires.

You do not need our prior approval, a customer account, photographs or an original plant label to exercise this right.

Returning the goods

Send the goods back without undue delay and no later than 14 calendar days after notifying us of your withdrawal.

Please contact us promptly for the appropriate goods-return address and packing guidance. This is to help arrange the return and does not make your withdrawal conditional on our approval. The registered office address above is provided for correspondence and is not designated as a plant-return depot.

Pack living plants carefully to protect them during transport and retain proof of dispatch.

You are responsible for the direct return costs for a change-of-mind withdrawal, unless applicable law requires otherwise.

Your refund

We will reimburse you without undue delay and no later than 14 calendar days after being informed of your withdrawal.

Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever happens first.

For withdrawal from the whole order, reimbursement includes the cost of the least expensive standard outbound delivery option we offered. We do not reimburse additional charges resulting from your choice of a more expensive delivery option.

We use the original payment method unless you expressly agree otherwise. We do not charge a refund fee.

Handling and inspecting plants

You may handle and inspect the goods as reasonably necessary to establish their nature, characteristics and functioning.

Where permitted by law, you are responsible for any reduction in value caused by handling beyond what is necessary. Planting, neglect or damage may reduce a plant's value, but does not automatically remove a statutory withdrawal right.

We do not apply a blanket withdrawal exclusion simply because a product is a living plant. Any statutory exception, such as goods made to your specifications or clearly personalised goods, applies only where its legal conditions are met.

2. Our additional 30-day voluntary return offer

In addition to your statutory withdrawal rights, you may request a voluntary return within 30 calendar days of delivery.

This additional offer is intended for customers who change their minds after the statutory withdrawal period.

Conditions of the voluntary offer

Email info@famousroses.eu within the 30-day period. Plants returned under this offer must be:

  • Unplanted.

  • Healthy and properly cared for since delivery.

  • Identifiable as the plants supplied by us.

  • Packed appropriately for return transport.

Please include labels and original packaging where reasonably available. Alternative suitable packaging is acceptable.

We will confirm whether the return meets these voluntary conditions and provide return instructions. Send accepted returns within 14 calendar days after notifying us of your request.

We may refuse a voluntary return where these additional conditions are not met. These conditions do not restrict statutory withdrawal rights or claims concerning faulty, damaged or incorrectly supplied goods.

Costs and refunds

You are responsible for the direct return costs.

For an eligible voluntary return, we refund the purchase price of the returned goods using the original payment method within 14 calendar days after receiving and inspecting them.

Original delivery charges are not refunded under this additional voluntary offer, unless applicable law requires otherwise.

3. Our six-month Growth and Variety Guarantee

Our additional commercial Growth and Variety Guarantee applies for six calendar months from the date you receive your plants.

Failure to establish

If a plant fails to establish despite appropriate planting and care, contact us within the guarantee period.

For an accepted growth claim, you may choose:

  • A replacement plant; or

  • A refund of the affected plant's purchase price.

The replacement plant is free. Under this additional growth offer, you pay its delivery costs. If you prefer not to pay replacement delivery, you may choose a refund instead.

These delivery charges do not apply where you are entitled to a free statutory remedy for non-conforming goods.

Correct variety

We guarantee that the plants supplied are true to the variety ordered.

If a plant proves to be the wrong variety, contact us with supporting information. We will assess the issue and provide the appropriate replacement or refund, without necessary return or replacement delivery costs to you.

The commercial guarantee period does not limit any statutory rights that remain available when a variety discrepancy becomes apparent later.

Replacement availability

We will offer the same variety where available.

With your agreement, you may choose an alternative of equivalent value or wait for the original variety to become available. If you choose a higher-value alternative, we will agree the price difference with you before proceeding.

You do not have to accept a different variety or wait indefinitely. You may choose a refund for an accepted guarantee claim instead.

Information to support your claim

Please provide:

  • Your order number or other reasonable proof of purchase.

  • Photographs showing the plant and the issue.

  • The plant label, if available, or other reliable information identifying the plant.

  • Relevant details about planting, watering and growing conditions.

A missing original receipt or label does not automatically invalidate a claim where other reliable evidence is available.

Our horticultural team may assess the information and request reasonable further details. Where reasonably possible, contact us before discarding the plant. We will explain whether a return is necessary.

What the commercial guarantee excludes

The additional commercial guarantee does not cover problems caused by:

  • Incorrect planting or unsuitable soil or growing conditions.

  • Inadequate watering, neglect or inappropriate care.

  • Incorrect use of fertilisers, pesticides or other treatments.

  • Pests, diseases, animals or external damage arising after delivery.

  • Extreme weather, including drought, flooding or frost.

These exclusions apply to problems caused by those circumstances. They do not exclude defects present on delivery or otherwise restrict your statutory rights.

4. Damaged, faulty or incorrectly supplied goods

Your statutory rights concerning non-conforming goods are separate from change-of-mind returns and our additional commercial guarantee.

If your goods arrive damaged, faulty or do not match your order, email info@famousroses.eu as soon as reasonably possible.

Please include your order number and, where possible, photographs of the plant, label and packaging. Keep the packaging and affected goods where reasonably practical until we provide instructions.

Reporting visible damage within 24 hours is recommended because prompt information helps us assess living plants and transport damage. Missing this recommended period does not remove your statutory rights.

How we resolve your claim

Where a claim is accepted, our preferred first solution is to offer a full refund of the purchase price of the affected goods. This is often the quickest and most practical way to resolve the issue.

Where applicable consumer protection legislation entitles you to a replacement, you may request one instead. In such cases, we will provide a replacement free of charge, including necessary delivery costs, unless replacement is impossible or may lawfully be refused, for example because it would involve disproportionate costs.

If we require the affected plant to be returned as part of a statutory remedy, Famous Roses will cover the necessary return shipping costs.

Nothing in this policy limits your statutory rights, including your rights to replacement, repair where appropriate, a price reduction or a refund under applicable law.

Our six-month commercial guarantee does not shorten the period during which statutory rights may apply.

5. Contact, return arrangements and delivery information

For withdrawals, returns, refunds and guarantee claims, contact:

GREEN-E CONCEPT S.R.L. — Famous Roses

Email: info@famousroses.eu

Correspondence address: Str. Lotrioara Nr. 5, Sector 3, Bucharest, 032163, Romania.

Please request the appropriate goods-return address before dispatching plants.

Eligible return or cancellation requests may also be initiated through your customer account. You can still contact us by email or post without an account.

For current delivery times and charges by destination, please consult our Shipping and Delivery page.

The withdrawal, return and guarantee periods in this policy are separate from delivery transit times.

6. Model withdrawal form

Complete and send this form only if you wish to exercise your statutory right of withdrawal. You may use another clear statement instead.

To: GREEN-E CONCEPT S.R.L., Str. Lotrioara Nr. 5, Sector 3, Bucharest, 032163, Romania.

Email: info@famousroses.eu

I/We () hereby give notice that I/We () withdraw from my/our (*) contract of sale of the following goods:

Ordered on () / received on ():

Order number, if available:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if this form is sent on paper:

Date:

(*) Delete as appropriate.