Returns & Refunds Policy
LE FEU DES FLEURS – Floral Studio in Paris
This policy explains the conditions for returns, exchanges and refunds for orders placed on https://lefeudesfleurs.com, in addition to our Terms and Conditions of Sale (CGV).
In case of any discrepancy, the CGV prevail for all matters related to online sales.
1. Legal framework
LE FEU DES FLEURS operates as a micro-entrepreneur in France and sells in particular perishable floral products(bouquets, arrangements, mini Christmas trees, seasonal decorations) as well as non-perishable products (vases, pruning shears, accessories, etc.).
Under Article L.221-28, 4° of the French Consumer Code, the standard 14-day right of withdrawal for online sales does not apply to contracts for the supply of goods that are likely to deteriorate or expire rapidly, such as fresh flowers and plant materials.
By contrast, this right of withdrawal applies to non-perishable products sold separately (vases, shears, certain accessories, etc.), under the conditions set out in Article 3 below.
2. Perishable floral products
(bouquets, arrangements, mini Christmas trees, plant decorations, etc.)
2.1. No right of withdrawal
Bouquets, floral arrangements and, more generally, all products made from fresh flowers or natural plant materials are perishable products.
For these items, no right of withdrawal and no “change of mind” return is possible, in accordance with Article L.221-28 of the Consumer Code.
Once:
preparation of the bouquet has begun, and/or
the product has been delivered to the recipient,
the order can no longer be cancelled or refunded simply because the customer has changed their mind.
2.2. Quality, freshness and artisanal variations
Each creation is made by hand, using seasonal flowers and depending on market availability. Slight variations in colours, shapes or varieties compared to the photos used on the website are normal and do not constitute a defect.
LE FEU DES FLEURS offers a 48-hour commercial freshness guarantee from the time of delivery, provided that the care instructions (clean water, appropriate temperature, no direct sunlight, etc.) are followed.
This commercial guarantee is in addition to any applicable statutory guarantees.
2.3. Damaged or non-conforming product upon delivery
If, despite all our care, the product arrives visibly damaged or shows a clear defect attributable to LE FEU DES FLEURS (major breakage, arrangement overturned, obvious error in the product delivered, etc.), the Customer must:
Contact us within 24 hours following delivery by e-mail at:
contact@lefeudesfleurs.comAttach clear photographs of the bouquet or arrangement (from several angles), together with the order number and delivery date.
After this 24-hour period, floral products are deemed to be compliant and free of apparent defects, unless otherwise required by mandatory law.
Once we have reviewed the request and confirmed the defect, LE FEU DES FLEURS will, at its sole discretion:
either replace the bouquet or arrangement with an equivalent or similar-value product,
or offer a commercial gesture (credit note, discount on a future order, etc.).
A full refund will not be granted in cases of purely subjective dissatisfaction (style, personal taste, expectations) where the order has been fulfilled in line with its description (price range, overall style or mood).
2.4. Recipient absent or address error
In the event of:
the recipient being absent during the chosen delivery time slot,
an incorrect or unreachable phone number,
an incomplete or wrong address,
or the courier being unable to access the building (door code, intercom, etc.),
the bouquet may, where possible, be left with a neighbour or a concierge, or returned to the studio. In the latter case:
delivery is considered to have been completed,
no refund of the bouquet or initial delivery fees will be made,
any new delivery will only be arranged with the Customer’s agreement and additional delivery fees will apply, as stated in the CGV.
3. Non-perishable products
(vases, pruning shears, accessories, etc.)
For products clearly identified as non-perishable and invoiced separately (decorative vases, shears, care or decorative accessories), the Customer is entitled to the statutory right of withdrawal under Articles L.221-18 et seq. of the Consumer Code.
3.1. 14-day right of withdrawal
The Customer has fourteen (14) days from the date of receipt of the non-perishable product to exercise their right of withdrawal, without having to give any reason.
To exercise this right, the Customer must:
Inform us of their decision to withdraw by means of a clear statement, for example:
by e-mail to contact@lefeudesfleurs.com, or
by post to the address indicated in the Legal Notice.
It is recommended to include: full name, postal address, order number, product concerned.
Return the product at their own expense, within 14 days of notifying us of their decision to withdraw.
3.2. Return conditions
Non-perishable products must be returned:
in their original condition,
complete (accessories, leaflets, etc.),
unused,
and in their original packaging in good condition (where possible).
Any product returned incomplete, damaged, used or unsuitable for resale may be refused or subject to a deduction from the refund amount.
Return shipping costs and risks are borne by the Customer until the parcel is received by LE FEU DES FLEURS.
3.3. Refund
Where the right of withdrawal has been validly exercised, LE FEU DES FLEURS will refund:
the price of the returned non-perishable products,
and, where applicable, the initial delivery costs corresponding to those products (at the standard rate), in accordance with the law.
The refund will be made within a maximum of fourteen (14) days from the date on which LE FEU DES FLEURS was informed of the decision to withdraw, subject to our having received the returned products or proof of shipment.
Refunds will be issued using the same payment method used for the original order, unless the Customer expressly agrees otherwise.
4. Cancelling or changing an order before preparation
For orders involving floral products:
if preparation of the bouquet/arrangement has not yet started,
and no specific costs have been incurred (special flower purchases, special delivery fees, etc.),
LE FEU DES FLEURS may, as a commercial gesture, accept cancellation or modification of the order, subject to feasibility (new date, new address, new budget).
Once the bouquet is being prepared, packaged or handed over to the courier:
the order can no longer be cancelled;
the full price of the order remains due.
To request a possible cancellation or change before preparation, the Customer must contact LE FEU DES FLEURS as soon as possible by e-mail or phone, quoting the order number.
5. Incorrect or incomplete non-perishable products
If a non-perishable product delivered does not match the order (wrong model, wrong quantity) or an item is missing:
the Customer must inform LE FEU DES FLEURS within 7 days of receipt,
with photos and a description of the issue.
After verification, LE FEU DES FLEURS may:
send the missing or correct product,
or offer a refund or credit corresponding to the product concerned.
6. Contact & customer service
For any questions relating to returns, exchanges or refunds, the Customer can contact:
LE FEU DES FLEURS
E-mail: contact@lefeudesfleurs.com
Each situation is examined with care to find a fair solution, in line with:
the French legal framework applicable to distance selling,
the highly perishable nature of floral products,
and the quality of service we aim to provide to our customers.