Returns and order changes

1. General provisions

1.1. These rules set out the procedure for changing and cancelling an Order, declining Goods, considering complaints about the quality of Goods and refunding payments for purchases made in the Leto Flowers online shop (letoflowers.com), by phone, via messaging apps and at the studio.

1.2. These rules are based on Law of the Russian Federation No. 2300-1 of 7 February 1992 "On the Protection of Consumer Rights" (the "Law"), the Civil Code of the Russian Federation and the Rules for the Retail Sale of Goods approved by Resolution No. 657 of the Government of the Russian Federation of 30 May 2026 (the "Sale Rules"). The detailed terms are set out in clause 3.1.3 and section 6 of the public offer.

2. Changing and cancelling an Order

2.1. Material changes to an Order – moving the delivery to another day by more than 24 hours or changing the composition of the bouquet by more than 20% – are accepted no later than 24 hours before the delivery time.

2.2. Minor changes to an Order – changing the delivery address, moving the delivery time within the same day or changing the composition of the bouquet by less than 20% – are accepted no later than 3 hours before the delivery time.

2.3. Changes received later are accommodated by the Seller where possible. If they require additional flowers to be purchased or the bouquet to be rearranged, the Seller informs the Buyer of the amount of the additional payment, and the change is made only after the Buyer has agreed to it.

2.4. The Buyer may cancel an Order at any time before the courier arrives at the delivery address. In that case, the Seller refunds the amount paid in full.

3. Declining Goods on delivery

3.1. A Buyer who receives the Goods in person may inspect the Goods on delivery and decline them.

3.2. If the Goods do not match the Order or are defective, the Seller, at the Buyer's choice, replaces the Goods, refunds the amount paid in full or satisfies another claim provided for by Article 18 of the Law.

3.3. If the Goods are declined for a reason unrelated to a mismatch between the Goods and the Order or to defects in the Goods, the Seller refunds the amount paid less the cost of delivery to the recipient's address and the same amount again for returning the Goods to the studio. The cost of delivery is determined at the rates in the "Delivery terms" section and, for addresses not listed in the rates, at the delivery cost calculated when the Order was placed.

4. Goods not handed over

4.1. If the recipient is not at the specified address at the agreed time or the Buyer has given an incorrect or incomplete address, the Seller contacts the recipient and the Buyer to agree a new delivery time or address. If delivery cannot be agreed, the Seller's obligation to deliver is deemed fulfilled from the moment the Goods were delivered to the address stated in the Order (Article 497(3) of the Civil Code of the Russian Federation).

4.2. In the case referred to in clause 4.1, and also if the recipient has refused to accept the Goods, the Goods are returned to the studio at 13, 2-ya Rybinskaya Street, Moscow, and kept there for 24 hours from their return. The Seller notifies the Buyer accordingly.

4.3. Within 24 hours, the Buyer may:

• collect the Goods from the studio themselves;
• agree a repeat delivery at a new time (clause 23 of the Sale Rules); a repeat delivery is paid for at the rates in the "Delivery terms" section;
• decline the Goods and claim a refund of the amount paid. In that case, the Seller refunds it less the cost of delivery to the recipient's address and the same amount again for returning the Goods to the studio, calculated in accordance with clause 3.3.

4.4. If within 24 hours the Buyer has not collected the Goods, has not agreed a repeat delivery and has not claimed a refund of the amount paid, the Order is deemed fulfilled and the amount paid is not refunded.

4.5. If the recipient declined the Goods because they do not match the Order or are defective, the cost of delivery is not deducted, and the storage period and the rule in clause 4.4 do not apply: the Buyer exercises the rights provided for by sections 3 and 6 in full.

5. Exchange and return of Goods of proper quality

5.1. Cut flowers and plants of proper quality are not subject to exchange or return. They are included in item 13 ("Animals and plants") of the List of Non-Food Goods of Proper Quality Not Subject to Exchange approved by Resolution No. 657 of the Government of the Russian Federation of 30 May 2026. This rule applies to every method of purchase: at the studio, on the website, by phone and via messaging apps. This rule does not limit the Buyer's right to decline the Goods before they are handed over (sections 2–4) or to make claims concerning defects in the Goods (section 6).

5.2. Vases, toys and other accompanying goods purchased remotely (on the website, by phone or via a messaging app) may be returned by the Buyer within 7 days of receipt, provided that their presentation, their consumer properties and a document confirming the fact and terms of purchase are preserved; the absence of such a document does not prevent the Buyer from relying on other evidence of the purchase of the Goods from the Seller (Article 26.1(4) of the Law).

5.3. Goods of proper quality that have individually defined features are not subject to return if they can be used exclusively by the Buyer (Article 26.1(4) of the Law).

6. Complaints about the quality of Goods

6.1. If defects are found in the Goods, the Buyer may, at their choice, make the claims provided for by Article 18 of the Law, including claims for replacement of the Goods, a proportionate reduction in the price or a refund of the amount paid.

6.2. So that a complaint can be considered promptly, the Seller asks the Buyer to report defects within 24 hours of delivery and to attach a photograph of the Goods stating the Order number: the photograph shows the conditions in which the flowers were kept and which signs appeared first. This request does not limit the periods for making claims established by Article 19 of the Law.

6.3. The Seller considers the complaint and sends a reply within 24 hours to the email address or postal address given in the complaint.

6.4. If the delivery time is not met, the Seller offers the Buyer bonus points or a discount on the next Order. The Buyer retains the rights provided for by the Law.

7. Refunds

7.1. Money is refunded no later than 10 days from the date on which the relevant claim is made, as a rule by the same method as was used for payment. Where payment was made by bank card, the money is refunded to the same card unless the Buyer has given bank account details in the claim; the time taken for it to be credited depends on the Buyer's bank.

7.2. A refund claim states the Order number and/or the phone number or email address given when the Order was placed and, where necessary, bank account details (clause 24 of the Sale Rules).

7.3. The costs of transferring money for a refund are borne by the Seller.

7.4. At the Buyer's written request, the amount paid may be credited towards the next Order.

8. Contacts

Complaints and refund claims are accepted in writing by email at hello@letoflowers.ru or at the studio address: 13, 2-ya Rybinskaya Street, Moscow. The Seller can also be contacted via WhatsApp and by phone on +7 905 553-67-36.

Seller: Individual Entrepreneur Aida Rushanovna Gubaidullina, OGRNIP 317169000078342. Full details are given in the public offer.