Terms and Conditions

General Conditions of teleROSA applicable to online, telephone, and in-person store sales:

Telerosa Spain S.L., hereinafter: teleROSA provides users and customers with the following conditions:

Table of Contents

1. Legal Notice:

Contact: info@telerosa.com or phone 910052230.

TELEROSA SPAIN, S.L., in compliance with Article 10 of Law 34/2002 on Information Society Services and Electronic Commerce, provides the following:

  • It is the owner of the domain and website https://telerosa.com. Its identification details are:
  • TELEROSA SPAIN, S.L., AVENIDA EUROPA, 5 LOCAL, MÁLAGA, ZIP CODE 29003, MALAGA.
  • Registered with Tax ID (N.I.F.): B92847920 in the Commercial Registry of MÁLAGA, Volume: 4321, Book: 3231, Page: 41, Sheet: MA-91831.

Using this website grants the status of user and implies full acceptance of all provisions contained in this Legal Notice, the Privacy Policy, and the General Terms of Use.

If the user does not agree with the conditions set forth here, they should refrain from accessing and using the website.

The website user agrees to use it appropriately, not to engage in practices contrary to the law or good faith, and not to cause damage to the physical and logical systems of TELEROSA SPAIN S.L.

2. Purpose of the teleROSA website:

www.telerosa.com, www.telerosa.net, www.telerosa.es and others are Internet portals whose purpose is to:

  • Offer visitors content about our brand, products, services, advertising, and more.
  • Allow users to purchase ONLINE the products and services provided directly by teleROSA or by third parties contracted by it for this purpose.
  • Track orders placed through this website, receive notifications regarding delivery, and respond to such notifications.

3. Online Purchase Conditions:

The purchase made through this website, even if an order number is provided, will not be considered accepted by TELEROSA SPAIN S.L. until it has been verified and confirmed by sending the corresponding invoice. The automatic order confirmation sent by email does not imply acceptance on our part. If the order is not accepted, teleROSA will have no obligation other than to refund the amount advanced by the customer using the same payment method used for the transaction.

These conditions apply regardless of the purchase channel, unless otherwise indicated.

The user is informed and accepts that the offers available on this website may differ from those offered by telephone or in our physical stores, and that these offers are subject to change at any time without prior notice. Likewise, the user is informed that the availability of each offer on this website is limited to the period during which it is published and that such offers may vary depending on the destination, delivery date, and how far in advance the purchase is made.

The user is informed that the contents, products, and services are intended exclusively for people with legal capacity to contract in accordance with current legislation in their place of access. Furthermore, they are informed that this website cannot be used in territories where the terms of use conflict with applicable local regulations. In the event of non-compliance, the user or their legal representative will be solely responsible.

4. Steps to Conclude the Contract under Art. 27.1 of Law 34/2002:

  1. Select the product.
  2. Indicate the province, city, and desired delivery date.
  3. Select color, model, and/or accessories if applicable.
  4. Enter delivery details, name, address, etc., as well as your personal and billing information.
  5. Select the desired payment method.
  6. Once your request is received, it will be pending acceptance until reviewed by an operator and the feasibility of the item(s) requested is verified based on the selected features, date, and destination.
  7. Once accepted by us and the payment is received, your order will be marked as “Paid and Pending Delivery.”
  8. On the agreed delivery date, it will be delivered and your order will be marked as “Delivered.”
  9. Any issues that may arise will be handled according to these general conditions.
  10. The order will be stored electronically in a file managed by TELEROSA SPAIN, S.L. and accessible to you using your email and password.
  11. If you wish, you may exercise your right to rectify, modify, or cancel your data by sending an email to info@telerosa.com or by certified mail addressed to TELEROSA SPAIN S.L., Avda. Europa, 5, 29003 MÁLAGA.
  12. The contract will be formalized in the SPANISH language.

5. About Our Services

To efficiently meet demand across Spain, teleROSA offers three types of services, automatically assigned to each order based on the product, destination, delivery date, and lead time. They are described below:

5.1 Own Service

  • The staff of teleROSA prepare and deliver your gift.
  • Orders can be processed and delivered within just 2–3 hours.
  • Once the gift is delivered, you will receive a confirmation SMS and, if the order was placed online, you will be able to view the photo of the delivered product in the order tracking. Otherwise, it will be sent via WhatsApp the next day unless technical reasons prevent it.

5.2 Shared Service

This service is used when teleROSA prepares your gift but assigns delivery to a courier company. It is ideal for shipping to any city in mainland Spain and requires at least one business day’s notice.

  • The courier company MRW may notify you of the delivery status via SMS to your mobile.
  • Before the product leaves our central office, we take a photo of the order and provide it to you whenever possible.

5.3 Third-party Service

This service is designed for immediate deliveries that must be completed the same day or for deliveries to the Islands, Ceuta, and Melilla. In such cases, teleROSA collaborates with independent local florists to prepare and deliver the orders.

  • This service allows deliveries within 3–4 hours from request in most Spanish cities, guaranteeing freshness and quality.
  • Bouquets are prepared according to the local aesthetic and traditions of the destination.
  • The delivered product may differ from the photo shown on our website, as each florist uses available materials and their own style.
  • Due to the urgency of this service, it is generally not possible to provide a photo of the delivered product.

teleROSA tracks the delivery and sends a confirmation SMS once it is completed, enabling us to respond efficiently to urgent delivery needs across the national territory, adapting to your requirements and ensuring the best experience, regardless of the destination or order details.

6. About Our Products:

Floral arrangements are handcrafted by artisan florists using flowers that are naturally different from one another and whose availability varies depending on the season. Therefore, it is impossible for them to be identical to the photos shown on our website as examples.

In this regard, and especially important, funeral products or those requested for same-day delivery must be prepared on the spot at any point in Spain where they are requested. These products may vary depending on the availability of flowers and accessories at the time the order is processed in that specific location.

As a guarantee, we will provide a photo taken specifically of your gift whenever possible. See section "8. Photo of My Order."

7. Product Personalization:

All our exclusive products include personalization with the recipient's name and a sealed envelope containing your message, printed by computer.

Products that cannot be prepared directly by teleROSA will not include such personalization; in that case, your message will be handwritten.

The message may not contain insults, threats, or any other offensive or illegal content. If we detect inappropriate content, it will be partially or fully removed. In any case, the person who provided the message is solely responsible for its content.

8. Photo of My Order:

Our exclusive products, once they leave the flower shop, go to the photography studio of teleROSA, where we take a snapshot that will then be made available to the customer and/or gift recipient completely free of charge.

This photograph is taken to show the customer the quality and presentation of the gift we deliver on their behalf, since often the person sending the gift cannot see the product they have purchased.

This photograph will never be a catalog photo. That is, the photo we show will, in all possible cases, be of the exact product that is delivered. If not possible, we simply will not provide any photo.

This is a completely FREE added-value service for customers and recipients, but it is not always possible. teleROSA will provide this service only when it is technically and logistically feasible, without any commitment on our part.

9. Flower Warranty:

tele ROSA guarantees that the flowers delivered meet proper quality standards and are in good condition and freshness at the time of delivery. As they are natural, perishable products subject to external conditions beyond the control of tele ROSA—such as temperature, handling, or post-delivery care—we cannot guarantee their longevity beyond the time of delivery.

Any claims regarding the condition of the flowers must be submitted by the customer within a maximum of twenty-four (24) hours after delivery, including photographic proof of the entire product. After this period, no claims for deterioration will be accepted, except for hidden defects that are properly documented and attributable to tele ROSA.

Damages resulting from improper handling, lack of hydration, exposure to extreme conditions, or any other negligent use of the product after delivery are expressly excluded from the warranty.

10. Balloon Warranty:

For gifts consisting of or including balloons, our warranty is limited to the moment of delivery. That is, we cannot be held responsible for their durability after delivery due to their fragility, which mainly depends on how they are handled. For this reason, the period for filing complaints regarding balloon durability ends once the balloons have left our store or have been delivered.

11. Order Cancellation:

Order cancellations requested by the customer and approved by us will incur a management fee of €5, provided the request is made before preparation has begun (at least 48 hours prior to the requested delivery date). Once preparation has started, no refund will be issued, and the delivery can only be postponed for as long as the prepared flowers remain in optimal condition for delivery (1–2 days).

12. Right of Withdrawal

In accordance with current legislation, you have the right to withdraw from your purchase within 14 calendar days from the receipt of the product, except in the following cases where this right does not apply:

  • Customized or made-to-order products based on customer specifications (e.g., embroidery, personalized floral arrangements, etc.).
  • Products that, by their nature, may deteriorate or expire quickly (e.g., flowers, plants, or balloons).

How to Exercise the Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision via a clear statement by email or postal mail to:

  • Email: info@telerosa.com
  • Postal address: TELEROSA SPAIN S.L., Avda. Europa, 5 – 29003 – Málaga - Spain

You must include the following information:

  1. Order number.
  2. Full name and contact details.
  3. Date of receipt of the order.

Once we receive your request, we will provide instructions for the return, if applicable. The return under the right of withdrawal will be processed using the same payment method used by the customer, once the merchandise has been received at the postal address above, in its original packaging and condition.

All return shipping costs will be borne by the customer, who must handle the shipment using their preferred method.

13. Return Conditions

Returns will only be accepted in the following cases:

  1. Products delivered in poor or damaged condition.
  2. Incorrect item delivered, except in cases of color and/or flower type variations due to seasonality or availability at the time of preparation.

Requirements to Process a Return:

  1. Notify the issue within 24 hours of receiving the order.
  2. Send clear photos showing all items at the time of delivery, including packaging, so the full set is visible. Close-ups or images focusing only on a specific part of the arrangement will not be accepted.

Once the issue is verified and deemed valid, the customer may choose between:

  • A. A new product shipped at no additional cost.
  • B. A voucher for the full value of the damaged or incorrect items for future use.

No claims will be accepted for products in poor condition or damaged more than 24 hours after delivery.

14. Delays or Inability to Deliver Orders

teleROSA will do its best to meet the customer’s requested delivery date and time. However, there may be circumstances completely beyond the control of teleROSA and its organization that make this impossible. Some examples include:

  1. Incorrect, inaccurate, or incomplete delivery address.
  2. The recipient or anyone else is not present at the address or refuses to accept the delivery.
  3. Delivery location is a restricted facility (e.g., government building, hospital, school, company, funeral home, etc.).
  4. Order was not placed at least 48 hours in advance of the requested delivery date, or 72 hours in advance on special dates (Valentine’s Day, Mother’s Day, Sant Jordi, etc.).
  5. Local, regional, or national holidays—customer must verify the delivery date does not fall on a holiday.
  6. Adverse weather conditions.
  7. Restrictions imposed by competent authorities.
  8. Road closures or accidents.
  9. Strikes.
  10. Other force majeure circumstances or events beyond the control of teleROSA and/or its partners.

In such cases, we will attempt to contact the recipient using the provided phone number. If there is no answer and an alternate delivery method is permitted (e.g., leave at reception, with a neighbor, nearby business, etc.), we will proceed accordingly. If delivery is not possible, we will provide the address where the recipient may pick up the gift within the next 72 hours and await further instructions from the recipient or customer.

The recipient or customer will have an additional 24 hours to provide new delivery instructions, provided the address or postal code remains the same. Additional charges may apply for redelivery. If no effective instructions are received within 72 hours of the first delivery attempt, the service will be considered complete, no refund will be issued, and the products will be discarded.

Under no circumstances will refunds be issued for deliveries not completed due to reasons beyond our control, nor can such orders be canceled or rescheduled, given the perishable nature of the products.

If the delay in delivery is attributable to teleROSA or the courier company, the following compensations may apply:

  • If delivery occurs outside the selected time slot but on the same day, the customer may request a refund of the delivery fee by emailing info@telerosa.com.
  • If delivery occurs on a later date than requested, the customer may request a refund of 25% of the total order amount per business day of delay, up to a maximum of 100% of the total amount, including shipping costs.

Refusal to accept the delivery for any reason will be considered as delivery completed at that moment for the purposes of calculating delays.

Refunds will be issued in the form of a store credit, which may be used for future purchases with no expiration date.

15. Customer Communications:

Once you have placed your order, the system will automatically send you an email with the order details, and subsequently, you will receive additional automatic emails corresponding to the different statuses of the order, including the invoice.

We may also call your contact mobile number or write to the email address you provided to confirm any information, inform you of any issues, or process payment if you have chosen to pay by phone.

If we are unable to contact you or receive no response to our emails in the required time, teleROSA will make the decision it deems most appropriate to ensure the successful delivery of your order. This decision will be considered final and binding, as it will have been made in the absence of the instructions we requested but did not receive in time.

Typical example of an issue: You requested a teddy bear to be delivered with your roses, but it is not available at the time. If we do not receive instructions from you, we will decide whether to refund the corresponding amount, replace it with another teddy bear of equal value, or substitute it with a box of chocolates, etc., of equal or greater value.

If, for any reason, you do not wish to receive any SMS, not even the delivery confirmation, you must explicitly indicate this in the order comments.

16. Terms of Use for the teleROSA Video Message Service

teleROSA offers its customers the Video Message service as an added value for the delivery of its floral products.

Purpose of the Service

This service allows the flower purchaser to record or upload a congratulatory or thank-you message addressed to the recipient of the order. The message will be delivered to the recipient in the form of a password-protected QR code. The recipient may also choose to record a reply video as a thank-you.

Content Responsibility

  • The person uploading the video is solely responsible for its content.
  • The video content must always respect the dignity and rights of individuals. Therefore, content that is offensive, threatening, insulting, abusive, or includes profane language is strictly prohibited. Content must not violate any current legal provisions, including but not limited to, data protection, intellectual property, image rights, incitement to hatred, or any other applicable legislation.
  • teleROSA may, at its discretion, review the message content and reserves the right to delete any messages it deems non-compliant with these terms. However, teleROSA is under no obligation to carry out such review.
  • Videos generated through the service may include a watermark from teleROSA.

Content Protection and Access

  • Access to videos is protected by a password provided exclusively to the buyer and the recipient of the order by teleROSA.
  • teleROSA assumes no responsibility if third parties gain access to the videos for any reason.
  • The customer and the recipient must properly safeguard the provided password to avoid unauthorized access.
  • Users should be aware that the content may be published or shared by any party who has access. Even teleROSA could publish it if it obtains the express consent of the involved parties.

Content Retention

  • teleROSA will store the recorded videos for a maximum of 30 days from their creation. Therefore, users are advised to download the video if they wish to keep it permanently.
  • However, this period may be shorter or longer due to technical reasons, errors, or operational needs, without teleROSA assuming any obligation of notification or additional guarantees regarding the retention or availability of the content.

Use and Publication of Content

  • Either party (sender or recipient) may download and publish the video at their own exclusive responsibility on social media or any other medium, after obtaining the express consent of the other party.

Acceptance

Using the Video Message service implies the express acceptance of all these terms.

17. Intellectual Property

teleROSA holds the intellectual property rights over all content on its website. Reproduction, distribution, public communication, and transformation are strictly prohibited without prior written authorization. Infringements will be penalized according to intellectual property laws.

Browsing the site does not imply any transfer of rights to the user.

In addition, the trade names, trademarks, or distinctive signs appearing on this website are legally protected and properly registered. Any infringement of industrial property laws will be penalized according to current regulations.

18. Privacy and Data Protection Policy

Please consult our Privacy Policy, which is an inseparable part of these general terms and which the customer expressly acknowledges and accepts as a necessary condition to place an order.

19. Disclaimer

teleROSA assumes no liability arising from:

  • The incorrect use of this website's content, as well as any technical issues experienced by the user during connection.
  • Damages caused by users of this website by providing false, incorrect data or infringing upon the privacy or other rights of third parties.
  • Security errors due to using computers infected with viruses or outdated browsers that may cause malfunction, or improper browser use.
  • Links on this site to external websites not owned by teleROSA do not constitute an invitation or recommendation. Therefore, we do not guarantee their content nor assume liability for any damage they may cause.
  • teleROSA cannot control the use of its website by third parties, and thus is not responsible for any misuse. Each user is fully responsible for any violation of current regulations.
  • teleROSA assumes no responsibility for the fraudulent use of credit or debit cards by third parties to make purchases of teleROSA products or services.

20. Cookie Policy

TELEROSA SPAIN, S.L.'s website uses its own and third-party cookies to improve your browsing experience, analyze site usage, and display advertising related to your preferences.

You can view detailed information about the use of cookies, types, purposes, and configuration options by visiting our Cookie Policy.

21. Governing Law and Dispute Resolution

These general terms and conditions are governed by Spanish law. Regardless of the customer’s location at the time of access or order placement, any disputes arising from the existence, access, use, or content of these conditions shall be resolved exclusively by the Courts and Tribunals of the city of Málaga, unless consumer protection laws state otherwise.