Cancellation and Refund Policy

Cancellations follow Israel's Consumer Protection Law, 5741-1981, and the Consumer Protection (Cancellation of Transaction) Regulations, 5771-2010. This policy sets out the terms by type of product. The Hebrew version is the binding text.

Flowers, bouquets and plants

Bouquets, cut flowers, flower arrangements and plants are living, "perishable goods" under the law, so the general 14-day right to cancel does not apply to them, and they cannot be returned once delivered or collected.

An order can be cancelled only before we start preparing it: before the bouquet is made, before the flowers are cut and before the courier leaves. Within that:

• An immediate order, for delivery or pickup the same day, cannot be cancelled.
• Cancelling within the 24 hours before the delivery time chosen in the order is charged 50% of the order price.
• Cancelling more than 24 hours before the delivery time, while the order has not gone into preparation, is refunded in full.
• Flowers that have been cut, packed and sent out as part of an order are paid in full and cannot be cancelled or returned.

A custom bouquet built to your choices also counts as goods made specially for you.

A delivery that arrived damaged or not fresh is handled under our warranty policy.

Food and drink

Chocolate, sweets, confiture, wine and any other food or drink cannot be returned once purchased. Cancelling an order that includes food or drink follows the flower terms above.

Vases, pots and accessories

Vases, empty pots, vessels, accessories and plush toys can be cancelled within 14 days of receipt, provided they are unused, undamaged and returned in their original packaging. This does not apply to products made or customised specially for you.

Return the product to the shop at 230 Ben Yehuda, or arrange a collection with us. Unless the cancellation is due to a defect, a cancellation fee of 5% of the price or ₪100, whichever is lower, is deducted, as is the delivery fee if the product was delivered.

Senior citizens (65 and over), people with disabilities and new immigrants are entitled to an extended cancellation period where the law provides for it.

Subscriptions

There is no minimum commitment. You can cancel a subscription at any time in your account, under "Subscriptions", or by contacting us by phone, WhatsApp or email.

On a recurring plan, the first delivery is paid at sign-up and each later one is charged a few days before its date. Cancelling stops every delivery that has not been charged yet, and nothing further is charged. A delivery already charged, prepared or on its way still goes out as usual.

To pause a subscription or change its size or frequency, contact us and we will update it.

Events

A deposit, stated in your proposal (usually 30%), secures the date and lets us start ordering flowers. The balance is due 7 days before the event.

• Cancelling before the flowers are ordered: the deposit is refunded less a cancellation fee of 5% of the price or ₪100, whichever is lower.
• Cancelling after the flowers are ordered (usually 14 to 21 days before the event): the deposit covers costs already incurred and is not refunded, unless the law requires otherwise.
• Postponing: we will do our best to move the deposit to the new date, subject to availability.

Where the signed event agreement is more favourable to you than this policy, the agreement applies.

Delivery details and undelivered orders

The person ordering is responsible for giving full and accurate delivery details: the complete address (house number, apartment, floor and entry code, where there are any), the recipient's full name including surname, and phone numbers for both the sender and the recipient.

• Missing details and no answer: a delivery whose details were not filled in completely, where nobody answered when the courier arrived, returns to the shop and is charged two more delivery fees: one for the return to the shop and one for delivery to the correct, complete address.
• The recipient does not answer or refuses the delivery: the order is charged in full and no refund is given.

Refunds

Where this policy allows a cancellation, the refund, less any cancellation charge that applies, goes back to the payment method used, within 14 days of your cancellation notice (or, for a product that must be returned, of its return). How quickly the credit appears depends on your card company.

Loyalty points earned on a cancelled order are deducted from your balance.

How to cancel

You can cancel in any of these ways: by phone on 054-949-4201, on WhatsApp, by email to tlvflowers2@gmail.com, in the shop, and for subscriptions also in your account. Please give the order number and the name it was placed under.

A cancellation takes effect when we receive your notice. That time decides whether it falls within the 24 hours before delivery and whether the order had already gone into preparation.

Nothing in this policy limits your rights under the Consumer Protection Law and its regulations.