Return Policy and Complaints

It is very important to us that you are satisfied with your purchase. Below you will find information on how to proceed if you want to return goods or make a complaint.

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1. Withdrawal from the Contract (Returning Goods)

According to the Civil Code, as a consumer, you have the right to withdraw from the purchase contract without giving a reason within 14 days from the day of receipt of the goods.

Period and conditions for return

• Durable goods, seeds, bulbs and tubers: These goods can be returned within 14 days of delivery. The goods should be undamaged, complete and in the original packaging.
• Live plants (seedlings): Plants are perishable goods, yet we offer you the option to return them within the 14-day period if they arrive in good condition but do not suit you. However, they must be returned alive, watered and undamaged, capable of further growth.

How to proceed with a return:

1. Inform us: Write to us at kvet@loukykvet.cz stating that you wish to return the goods. Please include the order number.

2. Pack the goods: Pack the goods carefully to prevent damage during transport. For plants, make sure they are fixed in the package.

3. Send the package: Send the shipment to our address (we recommend registered mail, we do not accept cash on delivery):

   Loukykvět s.r.o.
   Mšecké Žehrovice 11
   270 64 Mšecké Žehrovice
   Czech Republic

The buyer bears the cost of returning the goods.

Refund

We will refund your money in the same way you paid (or to the account you specified), no later than 14 days from the withdrawal from the contract. We may wait with the refund until the goods arrive back to us.

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2. Complaints (Defective or Damaged Goods)

We guarantee that the goods are free from defects upon receipt. If the goods arrived damaged, part of the order is missing, or a defect appeared later, you have the right to file a complaint.

When and how to file a complaint

1. Damage during transport / Incomplete shipment:
   If the package arrives damaged or something is missing, please contact us immediately at kvet@loukykvet.cz. Attach photos of the damaged goods/packaging. We will resolve the situation by refunding the money for the damaged/missing goods or by sending a replacement (if the goods are in stock).

2. Defects in plant material (e.g. mix-up of color/variety):
   With bulbs or seedlings, a defect may only become apparent later (e.g. the plant blooms in a different color). You can claim such a defect within the statutory period (usually 24 months), or during the vegetation period of the plant.

   • Example: You buy bulbs in February, plant them, and in July discover they bloom in a different color. Even in this case, contact us, send a photo, and we will resolve the complaint (refund or discount).

Method of resolving the complaint

Depending on the nature of the defect and your preference, we can resolve the complaint by:

• Supplying the missing goods.
• Exchanging for new goods (if in stock).
• A reasonable discount from the purchase price.
• Withdrawal from the contract (refund).

We will settle the complaint as soon as possible, no later than 30 days from its submission.

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3. Contact Details

Loukykvět s.r.o.
Mšecké Žehrovice 11
270 64 Mšecké Žehrovice
Czech Republic

Email: kvet@loukykvet.cz
Phone: +420 314 004 287