Terms of Sale

Last updated: October 2026

This is an informative translation. In case of discrepancy, the Spanish version prevails.

Borrador pendiente de revisión por el gestor de la tienda. Este texto todavía no es definitivo.

1. Who we are

These terms govern the purchases you make on floristeriacarvi.es. The seller is:

• Owner: Crisana Carrión Villarreal
• Trade name: Floristería Carvi by Crisana
• Tax ID (NIF): 45984645D
• Address: Avenida Rosa de los Vientos, 37, Edificio Franzac B2, 38670, Adeje, Santa Cruz de Tenerife
• Phone: +34 650 72 14 75
• Email: crisana@floristeriacarvi.es

2. Acceptance

By ticking the acceptance box and confirming your order you declare that you have read and accepted these terms, the privacy policy and the legal notice. The terms in force at the time you place your order apply. These terms are addressed to consumers and are supplemented by Spanish consumer protection law (Royal Legislative Decree 1/2007, General Law for the Defence of Consumers and Users) and by Law 34/2002 on Information Society Services and Electronic Commerce.

3. Products

• Flowers are a natural product: their appearance may differ slightly from the photographs, which are for guidance only, depending on the season and availability.
• If a specific flower or accessory is not available, we will replace it with another of the same colour, style and quality, always keeping the essence and design of the original arrangement.
• Personalised cards, balloons and other custom details are made with the text or details you provide when ordering. Please check that they are spelled correctly: we cannot correct mistakes that reach us already written.

4. Prices and taxes

Prices are shown in euros and are final prices: the seller is exempt from indirect taxes (IGIC), so no tax is added. The delivery cost depends on the delivery zone and is shown in the order summary before you confirm; in-store pick-up is free of charge. The total shown in the summary is the amount you pay: no handling fees or other surcharges are added. The personalised card is free on flower orders from the amount shown on the website.

5. How to place an order

Choose your products, add them to the basket, enter your contact and delivery details, choose the date and payment method and confirm with the button “Place order with obligation to pay”. Before confirming you can review and correct your details in the summary.

Once the order is placed you will receive a confirmation email with the order summary, which serves as confirmation of the contract on a durable medium. Once we confirm the order we will send you the invoice by email. By placing the order you agree to receive both by email. If we cannot fulfil your order (for example, because we have no availability for the chosen date), we will let you know as soon as possible and refund in full anything you have paid.

6. Payment methods

You can pay by card, by Bizum or in store (when you collect the order or when it is delivered, as applicable). Card and Bizum payments are processed on the bank’s secure payment gateway; Floristería Carvi by Crisana does not receive or store your card details.

7. Pick-up and delivery

• We only deliver on the island of Tenerife. In-store pick-up takes place at our shop in Adeje, at the address given above.
• You can place an order any day of the week. Home deliveries are scheduled from the next day and up to 14 days ahead; in-store pick-up can also be the same day, with at least 4 hours' notice and within the shop's opening hours. You can only choose as date a day on which the service is available; those days are shown when you pick the date.
• Besides the date you choose a time slot (morning or afternoon) within the pick-up hours (the shop's hours) or delivery hours of that day. We do our best to deliver within the slot, but because our work is handmade and depends on routes, the exact time within it may vary.
• For urgent home deliveries, call us and we will check availability.
• Please give a correct address and phone number and, if someone else will receive the order, their name and phone number. The delivery driver will call you before coming to coordinate the delivery; if nobody is there to receive it, we will agree another delivery with you and the recipient.

8. Changes and cancellations

If you want to change or cancel an order, write or call us as soon as possible. We can accept it, refunding what you have paid, as long as the arrangement is not yet being prepared; once made, it cannot be cancelled because it is made to order for the chosen date.

9. Right of withdrawal

The 14-day right of withdrawal provided for distance purchases does not apply to our products, in accordance with Article 103 of Royal Legislative Decree 1/2007: they are goods that may deteriorate or expire rapidly (fresh flowers and plants; letter d) and goods made to your specifications or clearly personalised (arrangements made to order for the chosen date, personalised cards and balloons; letter c). This does not affect your warranty rights or sections 8, 10 and 11.

10. Legal guarantee and non-conforming products

Products are covered by the legal guarantee of conformity provided for in Royal Legislative Decree 1/2007. If your order arrives damaged, in poor condition, incomplete or different from what you ordered, write or call us as soon as possible and, if you can, within 24 hours of delivery and with a photograph, so that we can solve it quickly (replacing the arrangement, sending it again or refunding you, as appropriate). This request does not limit any of your legal rights.

11. Delays, non-delivery and refunds

If we do not deliver the order on the agreed date for reasons attributable to us, you may terminate the contract and recover everything you paid. Where a refund is due, we will make it without undue delay and at most within 14 calendar days, using the same payment method you used, unless you agree otherwise.

12. Customer service and complaints

For enquiries, complaints or claims you can contact us by phone (+34 650 72 14 75), by email (crisana@floristeriacarvi.es) or by post at the address above; we will acknowledge receipt of your complaint and reply within one month at the most. Complaint forms (hojas de reclamaciones) are available to you in accordance with the Canary Islands consumer regulations (Decree 90/2023): you can ask for them at our shop. You can also turn to the consumer services of the Government of the Canary Islands.

13. Data protection

We process your data to manage your order, as explained in the privacy policy.

14. Language, applicable law and jurisdiction

The Spanish version of these terms is the one that governs; the other languages are informative translations. Spanish law applies. If you are a consumer, you may take any dispute to the courts of your place of residence.