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LILAT Flowers cares about customer satisfaction and handles matters relating to order cancellation, product quality and refunds in accordance with Georgian legislation.
1. Cancelling an order before delivery
If you wish to cancel an order, contact the LILAT Flowers administration as soon as possible.
Cancelling an order before preparation: if the customer placed an order by mistake or wishes to cancel it, and at the time the cancellation request is received the bouquet has not yet been assembled or sent for delivery, LILAT Flowers will confirm the cancellation and refund the corresponding amount within 10 calendar days at the latest.
If the order has already been assembled or sent for delivery, the cancellation request will be considered taking into account the nature of the product, the actual circumstances and the applicable legislation of Georgia. The statutory right of withdrawal is not restricted solely because preparation of the order has begun.
If an error in the order was caused by LILAT Flowers, the customer's rights and the refund procedure are determined by law; such a case is not considered an order placed by mistake by the customer.
2. Returning fresh flowers
Article 14 of the Law of Georgia on Consumer Rights Protection sets out exceptions to the right to withdraw from a distance contract without giving any reason.
These exceptions include, among others:
- goods that are liable to deteriorate or have a short shelf life;
- products made to the consumer's individual order or clearly personalised.
These exceptions may apply to fresh flowers and individually prepared floral arrangements.
Accordingly, after receiving such products, the customer may not have the right to request their return without any reason solely because of a change of mind.
Important: this restriction does not apply to the customer's lawful claims where the products received are defective, damaged or do not correspond to the agreed order.
3. Returning other products
For products that do not fall within the exceptions provided for by law, the 14-day right to withdraw from a distance contract without giving any grounds may apply.
For goods, this period is, as a rule, calculated from the receipt of the product by the customer or by a third party designated by the customer.
If the customer exercises this right in accordance with the law, the rules for returning products and refunding the amount are determined by the relevant law.
In such a case, the law may provide for a 7-day period for returning the goods to the seller and a 14-day period for the trader to refund the amount, subject to the relevant conditions and exceptions.
4. Damaged products or products that do not match the order
If the customer has received products that are damaged, defective, differ from the agreed composition or do not correspond to the essential characteristics of the order, they may contact the LILAT Flowers administration.
Depending on the circumstances of the case and the law, possible solutions may include replacing the product, remedying the defect, reducing the price or refunding the amount.
The natural characteristics of fresh flowers do not in themselves constitute a defect if the product corresponds to the confirmed order and reasonable expectations.
5. How do I request a cancellation or return?
To submit a request, contact the administration: info@lilatflowers.ge, telephone: +995 599 108 071.
To help us review the matter quickly, please provide:
- the order number, if available;
- the order date;
- a brief description of the request or problem;
- a photo of the product, if necessary.
Providing this information helps us review the matter and does not restrict the customer's statutory rights.
6. Refund method and timeframe
Refund timeframe: for an order cancelled at the customer's request before preparation and dispatch, LILAT Flowers will refund the amount no later than 10 calendar days from receipt of the cancellation request. If a shorter or special period applies under the relevant legislation, the requirement established by law takes precedence.
Where the statutory right to withdraw from a distance contract is exercised, the trader refunds the amount repayable by law in full, in the appropriate manner, without undue delay and in any event no later than the 14 calendar days established by law. Refunds are, as a rule, made using the original means of payment; another method is possible with the customer's consent and under the conditions set by law.
Bank fees and VAT: the fee charged to the trader by the payment service provider may vary depending on the payment method and may amount to approximately 2.5%–5%. This figure is provided only as information about a possible operating cost and does not mean that the amount will automatically be deducted from the customer. Where the customer is entitled by law to a full refund, bank fees are not deducted. Outside the scope of a statutory full refund, a cost may be taken into account only where this is lawful, actually substantiated and clearly agreed with the customer in advance.
18% VAT is not automatically deducted from the refund for a cancelled order. Tax accounting and any adjustment for a cancelled taxable transaction are carried out in accordance with the tax legislation of Georgia.
If the order was performed incorrectly through the fault of LILAT Flowers, or the customer is entitled by law to a full refund, the above information does not restrict that right.
7. Complaint handling and protection of rights
LILAT Flowers reviews each request individually. If the customer does not agree with the proposed solution, they may use the mechanisms for protecting their rights provided for by law, including applying to the Georgian Competition and Consumer Agency or a court.
This policy does not restrict the rights granted to the customer by law.
Service provider: Individual Entrepreneur Miriam Khutsishvili, identification number 01005033968; legal address: 7 Egnate Ninoshvili Street, Tbilisi. Email: info@lilatflowers.ge; telephone: +995 599 108 071.