Last updated: November 14, 2025.
These terms and conditions (“Terms”) govern the purchase of products and services that the company Lovely Roses offers to customers via the website www.lovelyroses.ge (“Website”).
1. General provisions
1.1. By placing an order on the Website, you (“Customer”) confirm that you have read, understood, and agree to these Terms. Accepting these Terms is mandatory to place an order online.
1.2. Customers who do not agree to these Terms can still purchase our products: – by visiting our physical shop; or – via the Wolt or Glovo platforms (based on their respective terms).
1.3. The company reserves the right to change or update these Terms at any time. The version active at the moment of placing the order applies.
2. Company information
2.1. Company details:Legal Entity: LLC Lovely Roses Legal Address: Tbilisi, Vera, 10 Shalva Ghambashidze St. Identification Number: 405108146 Email: hello@lovelyroses.ge Phone: 598338699
3. Placing an order
3.1. To accept and fulfill your order, the following information is required:
Sender’s name;
Sender’s phone number;
Sender’s email address;
Recipient’s name;
Recipient’s phone number;
Delivery address;
Optional greeting card text.
3.2. This information is necessary for the performance of the contract (processing and delivering the order). The customer is responsible for the accuracy of the information provided. Incorrect or incomplete information may cause delivery delays or unsuccessful delivery, for which the company is not liable.
3.3. After successful payment, the customer receives an order confirmation email.
3.4. The company is authorized to contact the customer via the provided phone number or email, including in the following cases: – if the courier cannot reach the recipient; – if additional information needs to be confirmed; – if flower availability changes and substitution must be discussed; – to send a photo of the prepared bouquet.
3.5. The company reserves the right to refuse or cancel an order if: – there is suspicion of fraud or misuse; – the provided information is clearly insufficient or incorrect; – the order cannot be completed due to external circumstances beyond company control; – the customer behaves abusively.
4. Product characteristics and substitution policy
4.1. Flowers are natural products; therefore, slight differences in color, size, and shape compared to website photos are possible.
4.2. If certain flowers or materials are unavailable due to seasonality or lack of stock, the company may offer a similar or higher-value substitute. In such cases, the company may contact the customer in advance to confirm.
5. Prices and payment
5.1. Prices on the Website include all applicable taxes (e.g., VAT). Delivery fees and additional charges are clearly displayed during checkout.
5.2. Payment is made at the time of placing the order. Processing begins only after successful payment.
6. Delivery terms
6.1. Delivery is made in Tbilisi and other regions as indicated on the Website or in the order form.
6.2. The company will make every effort to deliver within the selected time window; however, exact minute-by-minute delivery time is not guaranteed.
6.3. Delivery delays may occur due to circumstances beyond the company’s control: – traffic congestion; – weather conditions; – restricted building access; – incorrect or incomplete address or phone number; – exceptionally high order volumes on holidays (Dec 31, Feb 14, Mar 3 & 8).
6.4. If the courier cannot reach the recipient: – the company will attempt to contact both the recipient and the sender; – redelivery may be scheduled; – redelivery may incur an additional fee.
6.5. If the recipient refuses to accept the bouquet, the order is considered fulfilled, and no refund applies.
7. Cancellation, returns and refunds
7.1. Under Georgian consumer protection law, the 14-day return right does not apply to: – perishable products; and – individually prepared (custom-made) items. Bouquets fall within these categories.
7.2. Order cancellation: – if bouquet preparation has not yet started, the order may be cancelled and fully refunded; – if preparation has already begun, the order is non-refundable; – if the bouquet is ready or the courier is already on the way, cancellation is impossible.
7.3. Quality-related claims: If the bouquet is visibly damaged upon delivery or significantly differs from the description, the customer must: – contact us within 2 hours of delivery; – provide photo evidence; If justified, the company will offer replacement or reimbursement.
7.4. The following are not considered quality issues: – natural flower variations; – incorrect address or phone number provided by customer; – recipient unreachable; – flowers wilting after delivery due to recipient’s lack of care; – differences caused by seasonality or market availability.
8. Complaint handling
8.1. Complaints may be submitted via email: hello@lovelyroses.ge
8.2. The company must respond to complaints within 3 calendar days in accordance with applicable law.
9. Personal data processing (necessary processing only)
9.1. The company processes only the personal data necessary for: – receiving and processing orders; – delivering the order; – sending order status notifications (“out for delivery”, “delivered”); – resolving delivery-related issues; – fulfilling legal and accounting obligations.
9.2. The legal bases for processing are: – performance of a contract (receiving and delivering the order); – legitimate interest (security, fraud prevention, record-keeping).
Personal data for marketing purposes is processed only based on separate explicit consent, given in a separate checkbox, and is not part of the agreement to these Terms.
9.3. Order-related personal data is retained for up to 3 years and then securely deleted.
9.4. Access to personal data is restricted: – only the company’s director and responsible managers have access;
9.5. Anti-impersonation and verification policy To protect customers’ personal data and privacy: – the company will not disclose or confirm any information about an order, sender, or recipient without verification; – the company may request the order number, payment confirmation, or other proof; – if verification fails or impersonation is suspected, the company may refuse to provide any information.
9.6. Customer rights Customers have the right to: – request information about their personal data; – request correction of data; – request deletion or restriction of processing where legally applicable. Requests may be sent to: hello@lovelyroses.ge
10. Marketing communications (optional consent)
10.1. Marketing messages (promotions, offers, updates) are sent only to customers who separately provide consent via a dedicated checkbox.
10.2. Marketing consent is not mandatory to place an order and does not affect order processing.
10.3. Customers may withdraw marketing consent at any time via the unsubscribe link in the email or by contacting us.
10.4. Without marketing consent, the company sends only: – order confirmations; – delivery status notifications; – other essential operational messages.
11. Right to refuse service
11.1. The company may refuse or cancel an order if: – the customer does not accept these Terms; – provided data is incorrect or insufficient; – there is suspicion of fraud or illegal activity; – delivery is impossible due to external circumstances; – the customer behaves abusively.
12. Limitation of liability
12.1. The company is not liable for: – delivery delays caused by circumstances beyond company control (traffic, weather, access restrictions); – incorrect or incomplete delivery data provided by the customer; – recipient refusal to accept the order; – flower deterioration after delivery due to lack of care.
12.2. The company’s total liability is limited to the value of the order.
13. Governing law
13.1. These Terms are governed by Georgian legislation. All disputes will be resolved in accordance with Georgian law.
14. Contact information
14.1. For any questions or comments regarding these Terms, you may contact us: Email: hello@lovelyroses.ge Phone: 598338699