1. PROVOCATEUR ROSES – PURCHASE PROCESS CONDITIONS

All product information and the purchase form are written in Spanish; therefore, the service will be contracted in this language. To complete the purchase, the customer must fill in all fields marked with an asterisk as mandatory, as Provocateur Roses SL requires this information to provide the service correctly.

Buyers are responsible for the truthfulness and accuracy of the information they provide when placing their order. It is especially important that the delivery address, postal code, contact phone number, and any additional information are correct and complete. If the address provided is incorrect or lacks information necessary for delivery, the seller will not be liable if the order cannot be delivered successfully.

Even so, the customer can contact us and, as far as possible, we will try to help them resolve the issue.

The user consents to receive commercial information, such as discounts or promotions..

The order will only be processed once payment has been confirmed.

Upon completing your purchase, you will receive an email in your inbox with your order details and payment information. If you choose to place your order by phone or through one of our other customer service channels, you will be asked to provide an email address so we can send you the necessary information and process your order correctly.

If the customer is a company, they can request an invoice by providing their tax information at the time of purchase. Provocateur Roses SL will keep the purchase document, excluding payment details, and it will be available to the customer upon request.

After making the purchase, the customer may request any correction to their order by phone or email to info@provocateurroses.com or through the customer service form, provided that the request is made well in advance of the order delivery. For more information, we recommend consulting our cancellation policy.

If, due to their seasonal nature, some flowers or plants are unavailable at the time of the order, they may be replaced with others of similar quality and value, always guaranteeing the style, color tones, and composition of the chosen arrangement. The same policy applies to the containers or accessories used in the arrangement.

We always try to please our customers. If you can't find what you're looking for on our website, please don't hesitate to contact us so we can help you in any way we can.

If you have any questions, you can contact us at 659 30 90 92 – 910 563 140, through info@provocateurroses.com or through the customer service form available in the contact section of our website.

2. PROVOCATEUR ROSES – SHIPPING CONDITIONS

Orders are considered delivered within the stipulated time when direct delivery is made to the address indicated by the customer. In the event of the recipient's absence or if delivery is not possible due to reasons beyond the control of Provocateur Roses SL, a notification regarding product availability may be left, or the customer may be contacted to arrange an alternative solution.

As these are perishable items, if the order must be physically collected in store after a failed delivery, the collection must be made within a maximum of two days from the notification.

All our flower deliveries, whether bouquets, plants or floral arrangements, are carefully prepared to ensure they maintain their presentation, freshness and quality during transport.

If you feel your order hasn't arrived in optimal condition, please contact us as soon as possible so we can investigate the issue and offer a solution as quickly as possible. Our goal is for every order to arrive in perfect condition and meet Provocateur Roses' quality standards.

For the delivery of flowers for Valentine's Day, Mother's Day, the 3 weeks before Christmas, Virgen del Pilar, Virgen del Carmen, and other special days, Provocateur Roses reserves the right not to deliver orders at specific times or time slots. This is due to the high volume of home deliveries in Madrid on these dates throughout the delivery area.

Home delivery is included in the price of the product charged at checkout. The shipping charge for orders placed by phone, email or WhatsApp will be based on the delivery area. However, depending on the area where the order is to be delivered, the possibilities of selecting delivery time slots may vary and may have additional charges.

We take orders during the following hours:

• Monday to Friday from 9:00 a.m. to 20:00 p.m.
• Saturdays from 11:00 a.m. to 20:00 p.m.

Important: No shipments are made on holidays.

Deliveries with guaranteed time: Provocateur Roses guarantees delivery of orders at the requested times in our delivery areas on delivery days. If you require more specific times, please contact us or indicate the times in the comments field on the product page. Please respect the delivery time indicated above. We will do our best to try to accommodate your request as much as possible, but we cannot guarantee 100% that this will be the case.

In the following cases of force majeure (war, riots, fire, strikes, accidents and lack of supplies) Provocateur Roses SL will advise of the impossibility of delivery.

If you have any questions, you can contact us at 910 56 31 40, through info@provocateurroses.com or through our customer service form.

3. CANCELLATION CONDITIONS

If you wish to cancel your order, you can cancel the order before the delivery time slot. To do so, you should request the cancellation by email or by calling us at 659 30 90 92 – 910 563 140. We kindly ask that you cancel by phone, especially if the flower delivery in Madrid is a few hours before.

More specifically, the full amount of the order will be refunded provided that:

• The order is cancelled 6 hours before it is shipped.
• For cancellations outside this period, Provocateur Roses SL cannot guarantee the full refund of the amount charged and reserves the right to charge the amount of the expenses generated by the cancellation, these being the cost of home delivery and the value of the flowers sent.

There are complaint forms for clients and they can be requested by sending an email to info@provocateurroses.com

4. PROVOCATEUR ROSES – RETURN CONDITIONS

Provocateur Roses guarantees that all its flowers are of the quality that meets the requirements of its customers. However, if the satisfaction obtained with our services is not as expected, Provocateur Roses undertakes to study each claim and will act in the manner agreed between the customer and Provocateur Roses.

Complaints will always be treated generously by Provocateur Roses as we trust that our clients act in good faith. However, in the event of a dispute, clients must first contact Provocateur Roses to try to reach an amicable solution, as Provocateur Roses seeks the total satisfaction of its clients.

The claim for a defective product must be made within 48 hours of receiving the order, as this is a perishable product.

The buyer is entitled to a free replacement of the product or a refund of its amount, without being able to demand any other type of compensation or benefit, in the event of a visible defect in the order, and after being verified and accepted by Provocateur Roses. This verification will be carried out by Provocateur Roses, who will check the status of the repair first hand.

In the event that the order is rejected by the buyer, denying receipt, the return must be made by formal agreement between Provocateur Roses and the buyer. An agreement will be reached on the refund of the amount of the order and never before receipt of the order back at our facilities.

If no agreement is reached in the arbitration procedure between both parties, they will be subject to the jurisdiction of the consumer courts.

The customer can request complaint forms from customer service.

As this is a perishable product and the gift is usually sent to third parties, if the product has no defects, but the recipient refuses delivery because they do not wish to receive the gift from the sender, Provocateur Roses undertakes to notify the customer immediately and agree with the customer a new delivery to another address at no cost to the customer as soon as possible within the following 48 hours.

If the customer cancels the purchase due to rejection by the recipient for any reason other than the condition of the product, Provocateur Roses reserves the right to refund the amount depending on the value of the product. The cost of the return will not be refunded.

If the customer cancels their purchase once it has been delivered to the recipient for any reason other than the condition of the product, it is necessary to return the product in perfect condition within the following 24 hours. The cost of the return will not be refunded.

As this is a perishable product, the customer must communicate their desire to return it within 48 hours of receiving the product, and make the return or request its collection within 24 hours of requesting the return.

If the return is accepted, Provocateur Roses will issue the refund within the next 48 hours (Paypal payments may take longer) after it is accepted on business days.

Returns must be communicated by email to info@provocateurroses.com or by phone at 659 30 90 92 – 910 563 140.

If you have any questions, you can contact us at 659 30 90 92 – 910 563 140 through info@provocateurroses.com or through our customer service form.

By accepting these Terms, the client agrees to receive commercial communications from Provocateur Roses via WhatsApp or email. To opt out of these communications, please contact info@provocateurroses.com