Complaints and claims policies
We inform our customers that we are constantly working on continuous improvement and therefore we value all complaints, claims and cancellation requests as opportunities to improve our products and services. We will analyze each situation and use the feedback received to take corrective and preventive measures, with the aim of avoiding similar situations in the future.
Conditions to request warranty
The following cases apply for warranty request
- Dead flowers
- Sending flowers without stems or with very short stems
- Totally different arrangement than initially ordered
We clarify to our clients that, if the order was requested through Rappi, there may be movements in transportation that affect the presentation of the arrangement. Mainly causing the petals of the rose to deteriorate. If we determine that the damage was in transport, we will refund 80 % of the order value but not its entirety.
Warranty rejection
Each arrangement in the catalog is intended to illustrate to the customer what the arrangement will approximately look like, but it must be clear at the time of purchase that the arrangement to be sent will be as similar as possible to the one in the photograph, but will not be exact. This is because the same flower tone, the same foliage or the same jute are not always available. For this reason, Amarantina informs all its clients that the photos are only a reference.
Our technical staff determines whether the arrangement is in perfect condition and is only a perception of the final recipient. Depending on the container or vase used when placing a Bouquet, it could give the impression that they are “crouched or sad”, but this is not a defect, it is the nature of the flower itself, therefore, it does not give rise to a claim.
The colors of the flowers are diverse and in roses the tones vary and therefore there may be a perception of a different color than the photo. This case does not give rise to a real claim. Likewise, the opening of the flower is subjective and may not give rise to the guarantee.
Warranty application process
In the event that the customer has received a product that is totally different from what is described in Rappi, they must contact our email ventas@amarantina.com.co
In the email you must specify the reason for the claim and the images to support the case. The customer has up to 24 hours after receiving the product to request claims.
If you have ordered through Rappi, the customer must attach the following information to the email, in addition to the photos:
- Name of the Rappi account holder who placed the order
- Cell phone of the Rappi account holder who placed the order
- Order placement time
- City where the order was delivered
If the client does not attach the images and other information requested, the claim described by this policy will not be taken into account.
Once our advisors receive the required documents and the data are corroborated, within 24 business hours a response will be issued to the client's request and, if appropriate, compensation will be made as appropriate.
Refund of money
The refund will only be effective if the Amarantina technical team verifies that it actually applies for a refund. The customer will receive a satisfactory response to their claim request from the email ventas@amarantina.com.co . Once you receive this approval, you have a maximum period of 48 business hours to send the following information:
- Bank account number
- Bank account holder
- ID of the bank account holder
Amarantina will proceed to refund all of the money paid for the floral arrangement within a period of no more than 48 business hours after receiving the bank information.
Note: We inform our clients that Amarantina is only responsible for the value paid for the arrangement but not for additional values charged by the Rappi delivery platform.
Note: If it is a Bancolombia account, the transaction will have no cost. If the destination account belongs to another bank, the client will assume the cost of the transaction.