WARRANTY

General Guidelines

We have a strict guideline to deliver the preserved flowers in:
1. Cardboard boxes in good condition.
2. Respectively labeled with: content identification, the volumetric weight of the boxes, lot, color, customer, and export data.
3. We guarantee color stability of the flower in storage conditions without exposure to direct sunlight or fluorescent light for one year and a half and using the product for six months.

Claims Policy

We must receive a notification of the claim within maximum period of 10 working days, from the departure of the shipment. If the claim is regarding color stability, it must be received within the offered 12 months.

Types of Claims

1. Due to Non-compliance with Quality Specifications such as:

Color tone.
Texture.
Dimensions of the flower: Diameter and height.
Shape of the flower.
Presentation and structure of the flower.
Failure to comply with the warranty period.

2. Missing Product.

3. Color stability.

Supports Required for Attention of Claims

Submit the following documentation:
- Claimed invoice number
- Quantity affected/missing.
- Corresponding Photographic Support.
- Batch number.
- Labels of the boxes corresponding to the invoice.
- Product claimed in the state in which it arrives.

With this information, we will be able to evaluate the report presented.
We will define If the cause is a factory issue or transportation problem.
We can accept or deny the client complaint.

The value of the credit will NOT be deducted from your account statement, as long as you have not received the corresponding credit note, a document that is considered the ONLY valid document for the acceptance of the credit.

We do NOT assume responsibility for transportation costs in ANY case, as well as credits for mechanical damage will NOT be accepted in shipments in which the client requests an overpack.

We do NOT assume responsibility for decisions NOT to review the product by customers for the approval of the use or sale of the purchased products.

For any claim you can reach directly to your sales executive or submit it directly through sales@ecuadorianpreservedroses.com along with the supporting documentation.

SHIPPING POLICY

Shipping Methods

We can organize the shipping to your preferred destination. For this, we work with the following options:

Shipping through courier: International door-to-door service, with remote customs clearance service - Trackable - Suitable for shipments of every volume starting from 1 Box.

Shipping through freight forwarder: International airport to airport service - Trackable - Suitable for shipments from 100 volumetric kilograms (6 Master Boxes) | Offers the lowest market shipping rate. | Important to have a logistical contact at the destination to receive the cargo from the airport and a customs broker to handle import procedures at the destination

Nationalization and Customs Clearance

All shipments are under DAP/DDU (Incoterms® 2020): the consignee/importer fully bears destination import costs.

We cannot and will not charge, assume, or reimburse any amounts related to nationalization, import duties/taxes, brokerage, customs clearance, or similar fees, including in RTS (Return to Shipper) scenarios caused by failure to clear customs.

Consignee/importer is solely responsible for: duties, taxes, tariffs, brokerage, disbursement/advancement fees, bonds, security fees, inspections/exams, scanning, fumigation, quarantine, sanitary certificates, licenses/permits, fines/penalties, storage, demurrage, handling, paperwork, remote area surcharges, address corrections, redeliveries, internal re-consignments, custody, destruction, re-export, abandonment, and any other charges imposed by customs/government, carriers, couriers, or logistics operators at destination.

RTS: If returned due to non-clearance, refusal, non-compliance, or any authority/carrier decision not attributable to Myrtle Group S.A, all costs are for the consignee, non-refundable (original freight, RTS freight, storage, demurrage, destination duties/taxes even if uncollected, re-export charges, brokerage at destination and on return, inspections, fumigation/quarantine, and origin re-entry/handling/regularization/destruction). Upon RTS, all such amounts become an immediate, due debt owed to Myrtle Group S.A.

Collection: We may charge the provided payment method(s). If unpaid within 5 business days, the debt could accrue late interest plus collection, legal, and admin costs; we may offset against future orders and retain goods. No chargebacks to circumvent customs/transport liabilities.

Rejection/Abandonment/Destruction: All destination/return costs remain payable; no refund of goods or freight.

Liability: We are not liable for delays/costs due to customs processes, inspections, regulatory decisions, logistics conditions, or consignee non-compliance. Our obligations are limited to packing and dispatch; import clearance is excluded.

Governing Law & Dispute Resolution: Ecuadorian law. Disputes via ICC arbitration in Quito, Spanish (or English by agreement), without prejudice to our right to sue/collect in the debtor’s jurisdiction for enforcement and payment. We may, in accordance with applicable law, report delinquencies to industry associations and pursue all domestic/international collection remedies.