Thank you for choosing Grand Flowers — the place where you can find the key to making your loved one happy for any occasion or celebration.

The terms and timelines set the business relationship between Grand Flowers and the Client. We have drafted these terms of use so that you can be informed about the rules that define our relationship with you. We have tried to make these regulations as understandable as possible, but you may still encounter some legal terminology. These terms form binding contractual clauses between you and Grand Flowers, so please read them carefully.

Unless otherwise defined by context, for the purposes of these terms, the following words shall have these meanings:

“Business day” means any day of the year except weekends and official holidays in Kosovo, in accordance with the applicable Law on Official Holidays.

“User” refers to any person using the platform, and when the user purchases products, they are considered a client. For the purposes of these terms, “user,” “consumer,” and “client” all refer to the same person.

“Platform” refers to the website www.grand-flowers.com

“Product” refers to any product legally allowed in the Kosovo market, for which the provider is the lawful importer, has fulfilled all tax and customs obligations, and owns the product for sale to third parties.

“Timelines” refer to the time limits set by Grand Flowers for product delivery, payment, parameter changes, order cancellation, return of goods, customization, or similar actions.

“Applicable legislation” refers to the laws in force in Kosovo under the Constitution of June 2008, including amendments and supplements.

“Refund” refers to the return of the client’s payment for reasons specified in this contract.

“Provider” refers to the supplier of products who places or displays them on the platform.

All internet content, including but not limited to trademarks, distinctive titles, texts, photographs, is the property of Grand Flowers and is protected under the applicable Kosovo laws on copyright, trademarks, and patents relating to intellectual and industrial property. Therefore, it is strictly prohibited to modify, publish, transfer, reproduce, distribute, display, or use any part of the website content for commercial or other purposes without prior written permission from Grand Flowers. Limited copying, printing, or saving of parts of the content is allowed for personal use, provided that the source is clearly identified and the content is not used for commercial purposes.

User Conduct

The platform and all websites offered by Grand Flowers must be used legally and in a manner that does not restrict or interfere with their use by others. Visitors/users must comply with the laws of Kosovo and the European Union, including telecommunications laws, and must refrain from illegal or inappropriate behavior that may negatively affect others or damage the website or Grand Flowers. If Grand Flowers becomes involved in legal proceedings, or is required to pay compensation due to a user’s violation of these obligations, the user must compensate Grand Flowers accordingly.

Limitation of Liability

Grand Flowers makes every effort to ensure that all information on the platform is complete, accurate, updated, and clear. However, it does not guarantee that all criteria will always be met. Therefore, Grand Flowers shall not be liable for any error, omission, delay, interruption, or inability to transmit information, nor for any damage caused to visitors/users due to the use of such information. The website content does not constitute financial, legal, or other advice, nor encouragement for investments or transactions. Visitors/users act based on their own decisions.

Website Security

Access to the website is initiated by the users, not by Grand Flowers. Users are solely responsible for obtaining and maintaining the necessary equipment (e.g., personal computer), software, telecommunication devices, and any other resources needed to access the website. Users are responsible for protecting their systems from viruses and malicious programs, including safeguarding their financial information. Although Grand Flowers takes all reasonable security measures, it cannot guarantee that the website will be free from harmful components and is not liable for any resulting damage.

Personal Data

Grand Flowers ensures that all personal data collected from visitors and users is processed according to Law No. 03/L-172 on Personal Data Protection. Grand Flowers does not collect copies of personal documents unless needed to verify identity in cases of suspected fraud. Such documents are deleted once the purpose is fulfilled. Grand Flowers does not transfer personal data to third parties. If a third party gains access to such data, they must comply fully with the law and delete the information immediately while informing Grand Flowers. Users have the right to access and request deletion of their personal data by contacting Grand Flowers via email.

Cookie Policy

A “cookie” is a small text file sent and stored on your device when visiting a website, without collecting information from your files. Grand Flowers uses cookies for security, efficiency, statistics (e.g., number of visitors, visit frequency), and website functionality. If you want to change how cookies are managed, adjust your browser settings. Not accepting cookies may limit certain website features.

Communication Preferences

You can choose how we may use your personal data to communicate with you, send notifications, or provide personalized advertisements. You may control the methods through which we contact you regarding your account or activities.

Modification of Services

Grand Flowers continuously improves its services and may change, improve, limit, or discontinue any service/product at any time without prior notice. It may also introduce new features or applications. This means we may add or remove functionalities, products, or services at any time.

Notice

Dear customers: All flowers on this website are natural (fresh). Therefore, in cases where a seasonal flower is unavailable, it may be replaced with a similar flower in appearance and color. However, the composition or bouquet will always be made similar to the photograph and with the stated value.

Rejection or Cancellation of a Transaction

Grand Flowers reserves the right to refuse or cancel any online transaction at any time. Reasons may include suspected credit/debit card fraud, unauthorized transactions, or violations of laws or regulations. Grand Flowers may request additional verification for any transaction.

Customer Care

Customer care is very important to us. If you need help with processing a transaction, you can contact us directly via our phone number or email.

Order Processing Hours

Online orders are processed Monday–Saturday, from 08:00 to 18:00. Orders made on Sunday are processed on Monday.

Taxes

The prices of the products and services listed on our website include VAT.