Policies and returns

ZakazBuketov.kz — Terms and conditions

These Terms and Conditions govern the sale of products and provision of services through the ZakazBuketov.kz website, social media, messengers, mobile platforms and other official communication channels.

By placing, confirming or paying for an order, the customer confirms that they have read and accepted these Terms and Conditions.

1. Products

1.1. All products shown on the website, on social media and through other official ZakazBuketov.kz channels are subject to availability. The range, composition, presentation and availability of individual items may change.

1.2. Product photographs are for information purposes. As flowers are a natural material, the actual arrangement may differ slightly in shade, shape, bud size and degree of opening.

1.3. Some flowers may be delivered with partially closed buds. This helps keep them fresh and extend the life of the arrangement for the recipient.

1.4. Some plants and flowers may be harmful to pets or cause individual allergic reactions. Customers are advised to check the composition of the arrangement in advance and inform the manager about pets, allergies or other restrictions.

1.5. If the required flowers or other order components are unavailable, we offer a substitute of comparable quality and equal or greater value. We do not add any extra charge without the customer's consent.

1.6. When making substitutions, we preserve the agreed colour scheme, size and style of the arrangement. Significant changes to the flowers, composition or presentation are agreed with the customer before dispatch. Minor changes to greenery or packaging may be made without further approval only within the customer's previously agreed preferences. If permission for a substitution has not been obtained in advance and we cannot contact the customer, we do not make significant changes on our own: we explain the situation and agree on an alternative, rescheduling or cancellation of the part of the order that cannot be fulfilled.

1.7. If all or part of an order cannot be fulfilled, we inform the customer and agree on a replacement, rescheduling or cancellation of the unfulfillable part with a refund of the corresponding payment. If the order no longer serves its purpose for the customer without that part, we agree on the next steps in light of the circumstances and the customer's statutory rights. We offer a bonus or certificate only with the customer's consent; these do not replace a monetary refund to which they are entitled.

1.8. Cakes, desserts, chocolate-covered strawberries and other food products may contain milk, eggs, gluten, nuts, soya and other allergens. The customer must inform us about allergies and special requirements before confirming the order.

1.9. If no allergy information is provided, the order is prepared according to the standard recipe. We cannot guarantee the complete absence of traces of allergens in our production facilities.

2. Prices

2.1. All prices are in tenge unless another currency is expressly stated.

2.2. The final order price depends on the selected product, composition, size, presentation, delivery address and terms, and any additional customer requests.

2.3. Delivery may be charged separately; the fee is communicated to the customer before the order is confirmed.

2.4. Prices on the website, in shops, on social media, in messengers and on third-party platforms may differ because of different service terms, fees, special offers and promotions.

2.5. ZakazBuketov.kz may change prices and the product range. A price change does not apply to an order that has already been confirmed and paid for, except where the customer changes its composition, address or fulfilment terms.

2.6. If we discover an obvious technical pricing error, we will contact the customer to clarify it. The customer may confirm the order at the correct price or cancel it and receive a refund of the payment made.

3. Placing an order and payment

3.1. Orders can be placed through the ZakazBuketov.kz website, official social media pages, messengers, by phone or through another available method.

3.2. To place an order, the customer must provide:

1. the customer's name and contact phone number;
2. the recipient's name and contact phone number;
3. the full delivery address;
4. the date and preferred time slot;
5. the selected product and any additional requests;
6. any other information needed to fulfil the order.

3.3. The customer is responsible for the accuracy of the information provided.

3.4. An order is considered accepted once payment has been received and the order has been confirmed by a manager or automatically on the website.

3.5. Adding a product to the basket does not in itself guarantee its availability or constitute final confirmation of the order.

3.6. The available payment methods are shown at checkout or provided by a manager.

3.7. By placing an order, the customer confirms that they have the legal capacity required to make the purchase, or the consent of a legal representative where such consent is required by the laws of the Republic of Kazakhstan.

3.8. ZakazBuketov.kz may request additional confirmation of an order or payment where there are signs of an error, fraud or unauthorised use of payment details.

4. Delivery

4.1. Our delivery service operates in Almaty and nearby towns and villages. Express delivery within Almaty takes 90 minutes from payment. Delivery at 00:00 or at a chosen time is also available. In other cities, delivery is arranged by local ZakazBuketov.kz franchisees. Please contact the team in the relevant city for the available range, delivery prices and times.

4.2. The customer must provide the exact address, apartment or office number, entrance, floor, entry code and any other information needed to reach the recipient.

4.3. We deliver orders in Almaty around the clock. Express delivery takes 90 minutes from payment. You can also choose a midnight surprise at 00:00 or delivery at your chosen time on an agreed date. The procedure for delays, including cancellation of an order that has not yet been handed over, is described in section 7 of the Delivery terms.

4.4. The delivery date, time and method are recorded when the order is placed. For delivery at 00:00 or at a chosen time, the date and time in the order confirmation apply. Changes after payment are agreed with the customer.

4.5. If the recipient is absent or does not respond, the courier or manager contacts both the recipient and the customer to agree on a handover. By agreement, the order can be given to another person, handed over at another accessible location or delivered again.

4.6. We hand over an order to a relative, colleague, security guard, administrator or reception desk only with the customer's or recipient's consent. This consent can be given in advance when placing the order. Without consent, we do not leave the order unattended or give it to third parties. If we cannot make contact and have no prior instructions, we return the order to the shop and inform the customer. An order is not considered delivered until it has been handed over.

4.7. Deliveries to hospitals, hotels, business centres, educational institutions and other premises are subject to their access rules. Please tell us in advance about any entry requirements and the handover location. If we cannot reach the recipient, we contact the customer or recipient to agree on an accessible handover point. We do not leave orders with third parties without agreement.

4.8. Redelivery is charged separately if the first delivery attempt was made at the agreed time but the order could not be handed over because of incorrect details, an absent recipient or an inaccessible address. We agree on the cost and time of redelivery before it takes place. If redelivery is necessary because of our fault, there is no additional charge.

4.9. A photograph of the completed order may be provided to the customer before dispatch.

4.10. A photograph of the handover is taken only with the recipient's consent. The recipient's refusal to be photographed does not constitute a breach of the order terms.

4.11. Delivery can be anonymous at the customer's request. The customer's details are not disclosed to the recipient, except as required by the laws of the Republic of Kazakhstan.

5. Changing or cancelling an order

5.1. To change or cancel an order, the customer must contact us as soon as possible through the same channel used to place the order.

5.2. Whether a change is possible depends on the stage of fulfilment, product availability and the time remaining before delivery.

5.3. Changing the address after the courier has set off may require recalculation of the delivery fee.

5.4. An order can be cancelled before preparation begins, unless the parties have agreed otherwise in advance.

5.5. Once flowers have been purchased, bouquet assembly has begun, a custom cake has been made, an inscription applied, personalised decorations printed or perishable products prepared, cancellation may no longer be possible.

5.6. If cancellation is not possible, the customer may be offered a change of delivery date, a different recipient or another available solution.

5.7. Cancellation restrictions do not apply where the product is defective or the order has not been fulfilled because of ZakazBuketov.kz's fault.

6. Exchanges, returns and complaints

6.1. If you do not like the flowers

If you do not like the flowers you receive, contact us and we will replace them. Tell us what you were unhappy with and, if possible, attach a photograph. A manager will agree with you on a replacement, the timing and how to receive it. Your statutory rights concerning product quality remain unaffected.

Returns of custom-made cakes and other personalised products are considered in light of the stage of fulfilment, the order terms and legal requirements. This does not affect replacement of flowers that the customer did not like or the customer's rights in the event of defects or a breach of the order terms.

6.2. Defective products and discrepancies in the order

If a product is defective, damaged during delivery, differs from the agreed composition or the order is incomplete, please inform us. We will establish the circumstances and agree on a solution taking into account the customer's requests and legal requirements: replacement of the product or individual elements, correction of the defect, a price reduction or a refund where provided by law.

We offer a bonus or certificate only with the customer's consent. They do not replace a mandatory replacement or monetary refund. The customer's rights are not limited by these Terms.

6.3. How to request a replacement or refund

Contact us through the channel used to place your order, by phone at +7 777 572 44 44 or by email at sales@zakazbuketov.kz. You can send a written complaint to this email address. Please provide your order number, a contact for our reply and explain what you were unhappy with or what went wrong. Attach photographs or a video of the product and packaging if possible.

For perishable products, we recommend contacting us within 24 hours of receipt so that their condition can be documented more easily. This is a recommended period: complaints received later will still be considered, and the customer's statutory rights remain unaffected.

We handle written complaints in accordance with the laws of the Republic of Kazakhstan. If we disagree with the customer's demands, we provide a reasoned written response supported by documentary evidence within ten calendar days of receiving the complaint.

6.4. Non-delivery due to our fault

If an order is not delivered because of our fault, the customer may choose redelivery at no extra charge or a refund of the amount paid for the undelivered order and its delivery. Any product replacement is agreed with the customer. A bonus or certificate is possible only with the customer's consent and does not replace a monetary refund to which they are entitled.

If an order is delayed and has not yet been handed over, we follow the procedure described in section 7 of the Delivery terms.

6.5. If the recipient is unavailable or the details are incorrect

If an order cannot be handed over because of an incorrect address or phone number, an absent recipient or lack of access, we contact the customer and agree on the next steps. Redelivery terms are set out in clause 4.8.

We consider rescheduling, changing the recipient and refunds in light of the circumstances, the services actually provided and legal requirements. An unsuccessful delivery attempt does not automatically mean that a complaint will not be considered.

If a refusal to accept an order is related to flower quality, an unagreed substitution or failure to meet the agreed time, we handle the complaint under the replacement and refund rules. Replacement of flowers that the customer did not like is provided for in clause 6.1.

6.6. Refund procedure

An approved refund is issued to the original payment method unless the parties agree on another method and the payment system's rules permit it.

The time it takes to receive the funds depends on the bank, payment system and payment method. ZakazBuketov.kz is not responsible for additional processing times imposed by banks after a refund has been successfully issued.

7. Limitation of liability

7.1. We take reasonable measures to ensure the availability of the website and other services, but do not guarantee uninterrupted or error-free operation.

7.2. We are not responsible for temporary technical failures caused by internet providers, payment systems, hosting services, third-party platforms or the customer's equipment.

7.3. In force majeure circumstances, we inform the customer of the impact on fulfilment and agree on the next steps. The grounds and limits of liability are determined by the laws of the Republic of Kazakhstan. Ordinary workload, traffic jams or references to weather conditions do not in themselves automatically release us from liability. The procedure for delays is described in the Delivery terms.

7.4. Nothing in these Terms excludes or limits customer rights that cannot be limited by agreement between the parties under the laws of the Republic of Kazakhstan.

8. Promotions, discounts and promo codes

8.1. Promo codes and discounts apply during the specified period and subject to the promotion's terms.

8.2. A promo code must be applied before the order is confirmed and paid for. It cannot be added after the purchase is completed unless the promotion's terms provide otherwise.

8.3. Promo codes may apply only to specific products, cities, categories or ordering methods.

8.4. Only one promo code may be used per order unless the promotion's terms state otherwise.

8.5. Discounts and promo codes cannot be exchanged for cash and may not be combined with other offers.

8.6. ZakazBuketov.kz may deactivate a promo code in the event of improper use, a technical error or the end of the promotion.

9. Personal data

9.1. When placing an order, the customer provides personal data needed to process the order, take payment, deliver the products and contact the recipient.

9.2. The customer confirms that they have lawful grounds for sharing the recipient's contact details.

9.3. Personal data is processed in accordance with the ZakazBuketov.kz Privacy Policy and the personal data laws of the Republic of Kazakhstan.

9.4. We may share necessary information with employees, couriers, payment organisations and other service providers only to the extent needed to fulfil the order.

9.5. Marketing messages are sent where appropriate consent or another lawful basis exists.

10. Intellectual property

10.1. The texts, photographs, images, logos, design elements and other website materials belong to the owner of ZakazBuketov.kz or are used lawfully.

10.2. Copying, modifying, distributing, publishing or commercially using materials without the rights holder's written permission is prohibited, except where permitted by law.

10.3. Use of the ZakazBuketov.kz name, logo and branding must not create a false impression of cooperation, representation or endorsement by the company.

11. Customer account

11.1. When registering, users must provide accurate and up-to-date information.

11.2. Users are responsible for keeping their password and other login details secure.

11.3. Users must immediately report any suspicion of unauthorised access to their account.

11.4. ZakazBuketov.kz may temporarily restrict or delete an account if fraud, abuse, a breach of these Terms or a threat to the service's security is detected.

11.5. We are not responsible for the consequences of users sharing their password or verification code with third parties.

12. General provisions

12.1. ZakazBuketov.kz may update these Terms. A new version is published on the website and applies to orders placed after its publication date.

12.2. An order that has already been confirmed is subject to the version of the Terms in effect when it was placed, unless changes are required by mandatory legal requirements.

12.3. Individual terms agreed with the customer in correspondence or in an order confirmation form part of the agreement between the parties.

12.4. If any provision of these Terms is declared invalid, this does not affect the validity of the remaining provisions.

12.5. Matters not covered by these Terms are governed by the laws of the Republic of Kazakhstan.

13. Applicable law and dispute resolution

13.1. These Terms are governed by the laws of the Republic of Kazakhstan.

13.2. The parties seek to resolve disputes through negotiation and consideration of a written complaint.

13.3. If a dispute cannot be resolved out of court, it is considered by the competent authorities or a court in accordance with the laws of the Republic of Kazakhstan.