Terms & Conditions

At Rosesland.com, we insist on sending you the highest quality and freshest rose available.
We're so confident in our quality and freshness that we guarantee our product 100%. 

You may open the box while Fedex is present, if you are not satisfied with the way they look, refuse the order, and your account will be credited.  If  you do not open the box, and the driver leaves, and after words you opened the box, and you discovered some decaying roses, take pictures and send them to us, we will credit your account for the unsatisfactory roses.

For wholesale clients:

Order Cancellation Policy, non-festive period

If your order is cancelled 4 days before your shipment dispatch day, we will issue a 100% refund. In case your order is cancelled 3 or 2 days before the dispatch, 10% commission fee will be retained from the cost of your order, plus other expenses related to the processing of your order.
If your order is cancelled within less than 48 hours of your order, please note your order is not refundable
 
Order Cancellation Policy, festive period

If your order is cancelled 2 weeks before your shipment dispatch day, 10% commission fee will be retained from the cost of your order, plus other expenses related to the processing of your order.
If your order is cancelled within less than one week(7 days) of the shipment of your order, please note the cost of your order is not refundable.
 
Order Change Policy

Your order can be modified within 4 days of your shipment in non-festive periods, and within one(1) week of your shipment in festive days. If the requests for changes are not submitted within these deadlines, we do not guarantee the competition of your request, although exercise our efforts to meet your needs.
 
Payment Policy

The payment for each shipment due for shipment should be received in our account no later than 4 business days before the shipment; otherwise we do not guarantee the dispatch of the shipment on the date requested. All payments must be confirmed by a copy of a payment document that should be forwarded to us within 24 hour of the date of your payment.
 
Claim policy

All claims are accepted for consideration within 24 hours from the receipt of the cargo by the client. The following documentation should accompany each claim:
-Distinct photos showing the problematic product, namely:
a ) Showing boxes and labels with date, marking, AWB, grower name, varieties in the box. The information on the photo should be readable and clear.
b) All bunches of flowers from the box should be photographed together with the box.
c) Close-up photographs of the defective product, so that the problem is clearly seen.
- Written (typed) claim containing the following information:
client marking, AWB, date of the AWB, number and date of the invoice, name of the plantation(grower), number of the defective stems, names of the varieties in the box, cost per stem ( according to the invoice, total amount of claim.
The said claim with the photos will be forwarded to the corresponding grower with the request to refund the cost of the defective flowers.
Upon the receipt of the positive response to your claim, the credit will be reflected on your statement and will be issued towards your future orders. In special cases and only by the decision of our company a monetary credit may be issued. Such decision cannot be influenced by the client, and the expenses related to the refund ( transfer fees etc.) are client’s responsibility.
Since your order quotations cannot be precise ( we cannot give you the price in open market at any particular date, or the shipping fees), the cost of the quotation may not be the same as the actual cost of your order.  Should the cost of the order exceed the quotation the client is obliged to pay the cost within 1 week; if the actual cost is less than the quotation, the difference will be applied towards your future orders.
 
Restrictions

All orders are fulfilled on FOB Quito, Ecuador basis, which means that all re-calculations, refunds, and claims are considered taking into the account the FOB terms Quito, Ecuador.   Our company is not responsible for problems occurred in the process of transportation or due to any force majeure circumstances. When we issue the credit to your account with us, we do not consider the transportation costs. All claims to airlines, transportation companies, cargo forwarding companies should be addressed to these companies directly and be negotiated between the client and these companies.
 
 
All changes and cancellations to your orders, the claims, additional instructions and any other information related  to your order must be forwarded to us in writing, by email or fax.