Definitions

Order – An electronic document serving as a form of communication between the Seller and the Holder, whereby the Seller agrees to deliver the ordered products and the Holder agrees to receive and pay for these products.
Courier – Any employee or contracted company providing courier services.
Recipient – The individual or entity receiving the products from the order.
Delivery Time Slot – A time period set on the website during which delivery is carried out.
Fixed Time – A specific time chosen by the Client that we are obligated to honor. Fixed-time delivery is subject to an additional fee, which varies based on the time of day or night.
Products – Any product displayed on the website and mentioned in the order, to be supplied by the Seller to the Recipient.
Seller/Company – Flower Lab - “Tulip Flower S.R.L.”, serving orders across the entire country.
Holder – The individual, legal entity, or other legal body placing an order.

I. General Provisions

1. Before using our website, please read the terms and conditions carefully. Visiting www.flowerlab.md or using (purchasing products from) this site implies acceptance of these terms and conditions, which constitute the agreement (contract) between the parties.
2. Using the services provided by the Supplier implies explicit agreement with these terms. By registering or using the services, the Client agrees that they have read and fully understood the following terms of use and that the Supplier will not be held liable for any loss incurred by the Client for failing to read these terms.
3. By placing an order, the Client automatically accepts the terms and conditions outlined below, regardless of whether they have read them or not.
4. The Supplier reserves the right to modify these terms without prior notice. Clients are expected to review the terms before placing an order to stay informed about any changes. However, in the event of material changes, the Supplier will attempt to provide notice at least 30 days prior to the new terms taking effect. The determination of what constitutes a material change is at the Supplier's sole discretion, and any changes will be updated exclusively on this page.
5. Orders or requests for price quotes are accepted exclusively through the contact form provided on this site, via phone, or email. Clients are required to provide accurate and detailed information regarding the desired product. The Supplier cannot be held liable for any inconveniences caused by the Client providing incorrect or incomplete information.
6. Delivery terms and service duration are discussed for each request individually and are included in the service provision agreement.
7. All provisions of these terms that, by their nature, should survive the termination of the contract will continue to be in effect, including, but not limited to, provisions regarding ownership, warranty disclaimers, payment terms, and liability limitations.

II. Products/Pricing Policy

1. The services offered by Flower Lab require payment.
2. All products and works presented on the site are for illustrative purposes only. Product images on the site are examples, and colors may vary due to factors such as lighting during photography, the device used for viewing, image editing, etc. The final product may differ from the image displayed.

Each floral composition is unique and may vary in packaging, appearance, size, etc. Depending on seasonal factors, stock availability, or working techniques, certain modifications regarding the number or assortment of plants/flowers may occur. The final product will strive to maintain the value and general characteristics of the composition displayed online.
If a specific plant/flower variety is unavailable at the time the order is placed, or if the quality of flowers received from our suppliers does not meet optimal standards, we reserve the right to replace it with an equivalent variety of the same style and equal or greater value. For significant changes, we will make every effort to contact the Client and seek their approval.
Supporting plants (leaves, greenery) and vases may be replaced without prior notice, as the images on the site are for presentation purposes only.
If the Supplier cannot contact the Client despite efforts made through previously used communication channels, the Client’s consent to necessary adjustments for product creation and delivery will be considered implied.
3. Full payment for creating and delivering floral compositions, as well as any additional products, must be made in advance by the Buyer via any method listed in the "Payment Methods" section of the site or proposed by the operator. Exceptions apply to orders for bridal bouquets and event décor.
4. The minimum order value on the site is 500 MDL.
5. Flower Lab Moldova’s liability for service claims or performance is limited to the amount paid by the Buyer.
6. Any modifications to the order, such as adding extra products or changing the greeting card text, must be communicated via phone, email, or in person at Flower Lab’s office at Str. Testimițeanu 3/7, at least 5 hours before the scheduled delivery. Failure to meet this condition will absolve Flower Lab of responsibility for fulfilling requested changes. Modifications requested within 4 hours before delivery must be fully paid by the Client.
7. Completing a purchase confirms the Holder’s commitment to paying for the order and the accuracy and completeness of the provided Client and (if applicable) Recipient information.

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IV. Delivery Service in Chișinău and Other Localities

1. Delivery deadlines for services/the duration of the contract are discussed for each order individually and are specified in the service agreement/firm order.
2. We deliver flowers and gifts throughout the territory of the Republic of Moldova. The delivery cost varies for each locality.
3. In Chișinău and its suburbs, orders are delivered within 2–5 hours after payment confirmation.

Flower Lab cannot guarantee the exact time and date desired by the Client for the delivery of fresh products to the recipient. However, we commit to resolving any potential delays or impossibilities by applying a repeated delivery system. If none of these options are agreed upon by the Client or, due to unforeseen circumstances beyond Flower Lab’s control, the order cannot be fulfilled, Flower Lab will proceed with a full or partial refund of the amount paid by the Client.

Flower Lab ensures that all such matters are communicated to the Client before the product's preparation and delivery.

After receiving the Client's agreement regarding changes in the product's content and preparation, Flower Lab is no longer obligated to provide repeated delivery, return products, or refund the paid amount. Exceptionally, the Service Provider will arrange a repeated delivery or return/refund, in full or part, if the product delivered by the local partner has irregularities such as wilted, broken, or non-compliant flowers/plants according to the agreed criteria or non-conforming auxiliary products/accessories.

5. If the Client does not know the recipient’s address, they must provide a phone number to contact the recipient. Subsequently, the delivery date, time, and location will be arranged together. If the recipient refuses to accept the flowers for any reason, the delivery is considered executed, and no refund will be issued.
6. When delivering an order based on a Facebook/Instagram username, Flower Lab guarantees a full refund to the order's holder if the recipient cannot be located. If the recipient refuses to accept the flowers for any reason, the delivery is considered executed, and no refund will be issued. If the recipient refuses to provide their personal data, the delivery is considered canceled, and the Client will be refunded.
7. Deliveries in Chișinău and its suburbs are executed within 2–5 hours after placing and paying for the order. Delivery is made within the time frame indicated by the Client during the order completion on the site.
8. For deliveries to hotels, campsites, etc., the buyer must specify the room number and the registered name of the recipient (or group, e.g., Mr. and Mrs.). Hotel deliveries are made only to the reception. Since many hotels do not allow delivery services beyond the reception, a delivery to the reception at the specified date is considered a completed order. We are not responsible for delays or non-delivery due to incorrect hotel addresses, the recipient's early departure, room number changes, etc.
9. Delivery accuracy depends on the recipient's details provided by the Client. Please complete the order form carefully and mention any specific details (e.g., building access codes, department name, etc.) in the comments section.
10. Flower Lab couriers deliver only Flower Lab products. We do not deliver gifts sent by Clients or third parties.
11. Delivery costs vary by location. In Chișinău, standard delivery within the available time slots on www.flowerlab.md is free for floral products. For other localities, including its suburbs, delivery is chargeable. Please check the "Delivery" page for differentiated prices.
    11.1 Bouquets and floral arrangements benefit from free delivery in Chișinău. Delivery for additional products (e.g., plush toys, balloons, sweets, beverages, and non-floral products) is chargeable.
12. The Client must provide the exact address of the recipient. If they do not know the delivery address, Flower Lab reserves the right to call the recipient to obtain the correct delivery address. If incorrect or incomplete data necessary for the delivery is provided, or if the recipient is unavailable at the specified address, the Client will be informed about the status changes of the order, and the recipient will be contacted to confirm the accuracy of delivery details. If the recipient is at a different address, the bouquet will be delivered to the new address as soon as possible, but only after the Client pays the amount for the repeated delivery:

• 100 MDL for the city;
• For other destinations, the repeated delivery cost equals the initial delivery fee.

If the recipient is not at the specified address and/or is unavailable, the bouquet will return to the company. If the recipient cannot be located within 72 hours, even with the Client’s assistance, the order is considered delivered, and no refund will be issued.