Refund policy
Refund and Return Policy
When purchasing goods on our website, as a private customer you normally have a statutory right of withdrawal (right to cancel) of 14 days from the day you receive the ordered item. Exceptions to the right of withdrawal may apply to certain custom-made or personalised products. Please read the terms below before returning an item.
Right of withdrawal and returns
Contact us: Please contact us before sending an item back. Send an email to info@foreverflora.se stating that you wish to use your right of withdrawal or return an item. Please include your order number and which product it concerns.
Prepare the return: Make sure the parcel is well packaged and include your order number. The product should be returned unused and in unchanged condition, and, where possible, in its original packaging. If the item has been handled more than necessary to examine it, a deduction for diminished value may apply.
Send the return to:
Forever Flora AB
Processvägen 8B
435 33 Mölnlycke
Sweden
Email: info@foreverflora.se
Phone: +46 (0) 79 340 58 44
Please note: Send the parcel directly to the company address, not to a parcel shop/agent. We are unable to collect return parcels from parcel shops.
Shipping costs: The customer is normally responsible for the cost of return shipping in the event of a withdrawal, unless otherwise agreed or stated for the specific case.
Refund: Once we have received and inspected the return, we process the refund within 14 days, and no later than 14 days from the day we received your notice that you are exercising your right of withdrawal, or received proof that the item has been returned, whichever occurs first. The refund covers the price of the item and the standard shipping cost you paid at purchase. If you chose a more expensive delivery method than our cheapest standard delivery, we will only refund the equivalent cost of standard delivery. Refunds are made using the same payment method used for the purchase, unless otherwise agreed. We recommend sending the return with a tracking number, as you as the customer are responsible for ensuring the return reaches us.
Returns for custom-made and personalised products
The right of withdrawal normally does not apply to products that are custom-made or adapted according to the customer's choice of dimensions, colour, material or other specific requests. This can, for example, apply to moss art, moss panels, preserved trees, frames decorated with flowers and plants, preserved potted plants and rose boxes when they are made or adapted specifically for your order. This exception follows from Chapter 2, Section 11, point 3 of the Swedish Act on Distance Contracts and Off-Premises Contracts (lag om distansavtal och avtal utanför affärslokaler, 2005:59).
These products therefore normally cannot be returned solely because you have changed your mind. If, however, the product is damaged, faulty, or does not match your order, you are of course welcome to contact us to file a complaint (claim).
Scent experience or allergic reactions to natural botanical materials are, in most cases, not considered grounds for a complaint, provided the product otherwise matches the order. Please contact us before ordering if you are sensitive to scent or natural plant materials.
We strive to ensure that every specially designed product meets your expectations and our quality standards. If you have questions or notice any discrepancies, please contact us at info@foreverflora.se.
Returning gift cards
Returns of gift cards are normally not accepted. Gift cards are considered final purchases and can neither be refunded nor exchanged. We recommend carefully checking the amount and recipient before purchasing a gift card. Please contact us before purchase if you have any questions.
Changing or cancelling an order
If you want to change or cancel an order, please contact us as soon as possible by email at info@foreverflora.se or by phone at +46 (0) 79 340 58 44.
An ordinary order can normally be cancelled free of charge if it has not yet been packed for delivery.
For custom-made or personalised products such as moss art, moss panels, preserved trees and similar items, cancellation may be limited or no longer possible once production has begun, and Forever Flora AB may be entitled to reasonable compensation for costs already incurred that cannot otherwise be recovered, consistent with our Terms of Service.
Once an order has been shipped, any applicable right of withdrawal and return rules apply instead.
Complaints (statutory claims)
If an item is damaged, faulty, or does not match your order, please contact us as soon as possible to file a complaint. Email us at info@foreverflora.se and include your order number, a clear description of the problem, and photos of the item and its packaging.
Under the Swedish Consumer Sales Act (konsumentköplagen), as a private customer you have the right to claim for a faulty item for up to three years from the date of delivery.
For transport damage, please contact us within 48 hours of delivery so the case can be handled promptly with the shipping company and carrier. Your statutory right to claim is not affected by contacting us later, but prompt contact makes it easier to document the damage.
If a complaint is approved, depending on the case, we offer a replacement product, repair, a price reduction or a refund in accordance with applicable consumer law.
Exchanging items
We normally offer exchanges for defective, damaged or incorrectly delivered products. If you need to exchange an item, please contact us first by email at info@foreverflora.se. Once the case has been approved, you will receive instructions for the return or exchange.
Uncollected parcels
If you do not collect your parcel from the chosen pickup point within the specified time limit, the parcel is normally returned to us. For information on the last collection date, please contact the shipping company or the pickup point.
For an uncollected parcel, a fee is charged to cover direct costs related to shipping, return handling and administration:
- Sweden: SEK 200
- Denmark: DKK 160
- Finland: €20
- Germany: €20
If you would like a new delivery, an additional shipping cost applies, which is paid by you as the customer.
We recommend keeping an eye on delivery notifications and collecting your parcel on time to avoid unnecessary costs.
Need help?
Please feel free to contact us with any questions about refunds, returns, complaints or custom-made products.
Email: info@foreverflora.se
Phone: +46 (0) 79 340 58 44