How to return an order

This page is a plain-language guide to the Cactus public offer: how to return, exchange or cancel an order. Should any wording here differ from the offer, the offer prevails.

Changed your mind before delivery?

• You may withdraw from an order at any moment until it has been handed to you or the recipient.
• Tell us before assembly begins and we refund the whole amount.
• Once assembly has begun or the courier has the order, we are entitled to keep the cost of the goods and the florist’s work.
• The sooner you tell us about a cancellation, the better: call us (the contacts are below).

When we return the full amount ourselves

• We cannot fulfil a paid order: for example, the address turns out to be outside Astana, or an item is unavailable and no substitute could be agreed.
• You turned down the substitute flowers or plants we suggested, or we could not reach you to discuss one.
• Extraordinary circumstances prevented the order on the agreed day, and no new time could be arranged.

Changed your mind after delivery?

An order that reached you less than 24 hours ago may be returned or exchanged for another, even if nothing is wrong with it. A return costs you nothing, and all of the money comes back to you.

The steps are under “How to return or exchange” below: let us know within those 24 hours, then bring the order to our store at Kunaeva St. 14B.

Cut flowers and potted plants: different deadlines

Cut flowers spoil quickly. For that reason, any remark about cut flowers or a bouquet, even one you notice later, has to reach us within those same 24 hours; for later requests we may decline a replacement or refund.

For potted plants and other catalogue items, 24 hours is only the window for a return or exchange without a reason. A defect that shows up later can be reported within the periods that Kazakh law provides.

It is best to look the order over on receipt and point out any problem to the courier or the store staff straight away.

Defect or not?

A defect is, for example:

• Contents. Fewer flowers than ordered, different flowers, or someone else’s order altogether.
• Condition. By the time of delivery the flowers were drooping, stems were cracked or the plant was damaged.
• Our side. The order was harmed while it was still with us: in the workshop or in the courier’s car.

If the defect is confirmed, it is your call: we replace the item at no cost or give back everything you paid.

These are not defects:

• Differences from the photo. Bouquets are made by hand, so yours will not be an exact copy of the picture: petal tone, fullness or height may vary a little, and that is not a fault.
• Anything that happened after delivery. For example, the bouquet was left in a hot car or never put in a vase, or the plant got chilled on the way home or was kept too dark: the store is no longer responsible for that.

For such remarks, and for remarks about cut flowers made more than 24 hours after receipt, we may decline a replacement or refund.

How to return or exchange

1. Take a picture of the order and have its number ready.
2. Contact us: call us (the contacts are below). You can also hand in a written request at the store: Astana, Kunaeva St. 14B.
3. An answer follows no later than one business day after you contact us. If you chose a refund, its deadline counts from the day you asked for the money back.
4. The item you are returning or exchanging is dropped off at the store, Astana, Kunaeva St. 14B, while it is open (daily 9:00–21:00, Fridays until 23:00); no courier comes to collect returns. Tell the staff your order number when you arrive.

When and where the money goes

Money is returned by the method you paid with: a card payment to that card, a Kaspi payment back to Kaspi, a PayPal payment back through PayPal to where it was charged from (the PayPal account or the card); we do not hand out cash. The money is sent no later than 10 calendar days after the day you asked for it, or after the day we told you we could not fulfil the order; how long it then takes to arrive is up to the bank or payment service.

These rules take nothing away from your rights under Kazakhstan’s Consumer Protection Law. Where the law gives you more, the law applies.