Refund policy
Exchanges, returns and order issues
At ENROSE we want every delivery to arrive just as you imagined. If something doesn't go as expected, talk to us — we'll sort it out together.
This policy explains how we handle changes, cancellations, order problems and refunds. It does not remove, limit or reduce any right granted by the Brazilian Consumer Protection Code (CDC).
The nature of our products
This policy covers bouquets, floral arrangements, plants, gifts and add-ons included in the order.
Flowers and plant materials are natural, perishable products, prepared to order for each purchase. Every arrangement is assembled individually, and small variations are part of the product's nature.
Natural variations and substitutions
Natural variations. Photos represent the model, style and composition of the product. There may be small differences in shade, flower size, degree of opening and stem arrangement. A small natural variation does not make the product wrong. A significant difference from what was purchased will be reviewed and resolved.
This clause does not permit delivering a product of lower quality or value than the one purchased.
Seasonal substitutions. Some flowers may be unavailable on the delivery date, due to seasonality or the quality of that day's batch. In such cases:
any substitution will be with flowers of equal or higher quality and value, preserving the style of the arrangement as far as possible;
the value and standard of the arrangement will never be reduced;
when the change is significant, we contact you before preparing the order;
if we cannot reach you and the delivery is for the same day, we do not change the main item you requested without your approval. In that case we temporarily hold preparation and contact you to agree on an alternative or an appropriate refund.
Changes and cancellations
To change the address, card message, delivery date or time, order contents, or to cancel, contact us as soon as possible via WhatsApp or e-mail. We'll confirm what is possible based on the stage of your order.
Before preparation begins: changes and cancellation at no cost.
Once preparation has begun or the order has left for delivery: we assess case by case. Because the arrangement is prepared specifically for your order, a change or cancellation may not be possible at that stage.
This limitation is operational and does not remove the rights granted to you by Brazilian law.
Delivery and customer responsibility
We serve the city of São Paulo and the areas ENROSE confirms it can deliver to at the time of your order or via WhatsApp.
For delivery to succeed we need correct details in the order: full address, postcode, unit or complement, a landmark, a valid phone number and the recipient's name. We recommend letting the recipient know, or making sure someone will be there.
When delivery fails because of an incorrect or incomplete address, complement or phone number given in the order, because nobody is there to receive it, because the recipient refuses it, or because the location cannot be accessed and no instructions were provided, we contact you to reschedule. A second delivery attempt is charged, calculated according to distance and the circumstances of each case, and the amount is confirmed with you before we send it again.
Because flowers are perishable, a failed attempt may affect how long the arrangement lasts.
Delivery times. The delivery windows shown are estimates. A time is only considered guaranteed when ENROSE expressly confirms it for your order. If we fail to meet a guaranteed and confirmed time, we review the order and offer an appropriate solution, according to the case and your legal rights.
Damaged, incorrect, incomplete or undelivered orders
We will resolve it with you when:
the arrangement arrives damaged or abnormally wilted;
a substantially different product arrives;
an item, add-on or part of the order is missing;
the order is not delivered;
the order is delivered to the wrong address due to a failure by ENROSE or the courier;
we fail to meet a delivery time expressly guaranteed and confirmed for your order;
there is a significant quality problem at the time of receipt.
Situations that normally do not result from a failure by ENROSE:
incorrect or incomplete delivery details provided in the order;
the recipient being absent or refusing delivery;
the arrangement left in the sun, in heat or near a heat source after receipt;
flowers not placed in water, or care instructions not followed;
damage occurring after the product was delivered in good condition;
a small natural variation that does not change the arrangement's quality or value.
This section does not remove your legal rights where there is a product defect or a failure by ENROSE.
How to request support
Contact us on WhatsApp +55 11 97166-1111 or by e-mail at hello@enrose.net, every day from 10:00 to 20:00.
Please get in touch as soon as possible, ideally on the same day you receive the order. As this is a perishable product, the sooner we know, the easier it is to verify what happened and offer a solution. This is an operational request: it does not replace, shorten or cause you to lose the time limits and rights set out in the Brazilian Consumer Protection Code.
To speed up the review, it helps a lot to have:
the order number;
a description of what happened;
clear photos of the product as it arrived and, where possible, of the packaging;
the approximate time of receipt.
Where possible, please keep the product and packaging until the review is complete. Not having photos does not automatically cause you to lose the rights granted by law — if photographing isn't possible, contact us anyway and we will assess your case.
Available solutions
After verification, the solution is defined case by case and may include:
replacing the arrangement;
sending a new delivery;
sending the missing item;
a partial refund;
a full refund;
another solution agreed with you.
Where the law gives the consumer the right to choose among the available remedies, that choice will be respected.
Refunds
Once a refund is approved, ENROSE processes it within up to 5 business days.
Refunds are issued, whenever possible, to the same payment method used for the purchase — Pix, card or PayPal.
After ENROSE has processed it, the time for the amount to appear in your account, statement or digital wallet depends on your bank, card network or payment provider. For card purchases, the refund may appear on the following statement, depending on the closing date.
Right of withdrawal and legal rights
Article 49 of the Brazilian Consumer Protection Code provides a right of withdrawal for purchases made outside the commercial establishment, such as online.
Our products are natural, perishable and prepared to order for each purchase. For that reason, how this right applies depends on the nature of the order and the circumstances of each case. If you wish to exercise this right, please contact us immediately via WhatsApp or e-mail so we can assess your request and indicate the appropriate solution.
The Consumer Protection Code also grants rights in the event of product defects and failure to honour an offer, each with its own statutory time limits for claims.
Nothing in this policy removes, limits or reduces any right granted by Brazilian law. In the event of any conflict between this policy and the law, the law prevails.
Contact
ENROSE — Flores & Presentes
Rua Doutor Rafael de Barros, 576 — Paraíso, São Paulo — SP, CEP 04003-043
WhatsApp and phone: +55 11 97166-1111
E-mail: hello@enrose.net
Open every day, 10:00–20:00
CNPJ: 51.973.524/0001-08