Terms and Conditions

General Conditions of teleROSA applicable to online sales, telephone sales, and in-person sales at our stores:

At teleROSA, we are aware of the excitement that each customer places in us when making their order, as well as our responsibility to convey feelings and emotions through our products. To ensure the delivery of these delicate gifts in the best quality conditions, and considering the various circumstances that may arise, we have a procedure manual based on our quality policy. Below, we detail this manual, which the customer contracting our services declares to know and accept in its entirety.

1. Legal Notice:

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

  • That 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, C.P.29003, MALAGA.
  • It is registered with N.I.F.: B92847920 in the Commercial Registry of MÁLAGA, Volume: 4321, Book: 3231, Folio: 41, Sheet: MA-91831.

Using the 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 out here, they must reject access and use of the website.

The user of the website agrees to make appropriate use of it, not to use it for 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 make ONLINE purchases of products and services provided directly by teleROSA or by third parties that it may hire to offer them.
  • Track orders placed from this website, access notifications that may be given regarding your shipment, and respond to such notifications.

3. Online Purchase Conditions:

The purchase made through this website, although a purchase number is provided, will not be considered the start of a commercial relationship with TELEROSA SPAIN S.L. until it has been verified and accepted in writing by sending the corresponding invoice. The automatic order confirmation sent by email does not imply acceptance on our part. In case of non-acceptance, teleROSA will only be obligated to refund the money the customer has advanced, using the same payment method used for the payment.

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

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

4. Procedures for entering into the contract according to Art. 27.1 of Law 34/2002:

  1. Select product.
  2. Indicate province, city, and desired delivery date.
  3. Select color, model, and/or accessories if applicable.
  4. Provide delivery details, name, address, etc., as well as personal details and billing information.
  5. Select desired payment method.
  6. Once your proposal is received, it will be pending acceptance by us until it is reviewed by an operator and the feasibility of the requested items with the selected characteristics, date, and destination is checked.
  7. Once accepted by us and the corresponding amount is collected, your order will be marked as "Paid and Pending Delivery".
  8. Upon arrival of the agreed delivery date, the delivery will be made and your order will be marked as "Delivered".
  9. Any inconvenience that may arise will be handled as indicated in these general conditions.
  10. The order will be electronically stored in a file held by TELEROSA SPAIN, S.L. and accessible to you by entering your email address and password.
  11. If desired, you can exercise your right to rectify, modify, or cancel the data by sending an email to info@telerosa.com or by certified mail to TELEROSA SPAIN S.L. at Avda. Europa, 5, 29003 MÁLAGA.
  12. The contract will be formalized in SPANISH.

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 the notice given. These services are described below:

5.1 Own Service

  • The staff of teleROSA prepares and delivers your gift.
  • Orders can be managed and delivered within just 2-3 hours.
  • Once the gift is delivered, you will receive a confirmation SMS, and if the order was placed via the website, you can view the photo of the delivered product in the order tracking. Otherwise, we will send it to you via WhatsApp the following day, unless technical issues prevent it.

5.2 Shared Service

This service is used when teleROSA prepares your gift, but the delivery is entrusted to a courier company. It is ideal for shipments to any city on the mainland and requires at least one business day's notice.

  • The transport agency MRW may notify you about the status of the shipment via SMS to your mobile.
  • Before the product leaves our headquarters, we take a photograph of the order, which is made available to you whenever possible.

5.3 Third-party Service

The third-party service is designed to offer immediacy for deliveries that need to be made the same day or for shipments to the Islands, Ceuta, and Melilla. In these cases, teleROSA collaborates with independent local florists for the preparation and delivery of orders.

  • This service allows deliveries within 3-4 hours of the request, in most cities in Spain, ensuring the freshness and quality of the products.
  • The bouquets are made following the local aesthetic and tradition of the destination area.
  • The delivered product may differ from the photo shown on our website, as each florist uses available materials and applies their own style.
  • Due to the urgency of this service, it is generally not possible to offer the photo of the delivered product.

teleROSA tracks the delivery and sends a confirmation SMS once completed, allowing us to efficiently respond to urgent delivery needs throughout the country, adapting to your requirements and ensuring the best experience, regardless of the destination or order characteristics.

6. About our products:

The floral arrangements are handmade by expert florists using flowers that are also unique and vary depending on the season. Therefore, it is impossible for them to be exactly the same as the photos we show on our website as examples.

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

As a guarantee, we will provide you with a photo taken expressly of your gift in cases where it is possible. See section "8. Photo of my order".

7. Personalization of our products:

All our exclusive products come personalized with the name of the person to whom they are addressed and an envelope containing the message provided, printed by computer.

Products that cannot be prepared directly by teleROSA will not include this personalization, and in such cases, the message will be handwritten.

The message cannot contain insults, threats, or any other offensive or illegal content. If we detect inappropriate content, it will be fully or partially removed. In any case, the person providing the content will be solely responsible for it.

8. Photo of my order:

Once our exclusive products leave the florist, they are sent to teleROSA's photography studio, where we take a snapshot that will later be made available to the client and/or the gift recipient completely free of charge.

This photo is taken to show the client the quality and presentation of the gift we deliver on their behalf, as many times the person sending the gift cannot see the product they purchased.

In no case will this photograph be a catalog photo. That is, the photo we show you will, in all cases where possible, be exactly the product delivered. If it is not possible, we will simply not show you any photo.

This is a completely FREE added-value service for clients and recipients, but it is not always possible to offer. teleROSA will provide this service only in cases where it is technically and logistically feasible, with no obligation on our part.

9. Guarantee on flowers:

At teleROSA, we only purchase the highest quality flowers, maintaining them at the proper temperature in refrigerated chambers throughout the time they stay in our facilities, and we prepare them with the utmost care to ensure their best preservation during transportation.

However, since flowers are living beings, they do not have a specific lifespan, and their life largely depends on factors such as temperature, care, and other aspects that teleROSA cannot control once they have been delivered. Therefore, we cannot guarantee a specific lifespan. To manage this guarantee, we need you to send us one or more photos of the complete product within 24 hours of delivery.

To extend their lifespan, we recommend keeping the flowers in a cool, dry place away from direct sunlight or heat sources. For flower bouquets, once received, they should be placed in a vase with water, removing any possible accessories used for transport, ensuring that the stems are in direct contact with the water in the vase.

If you have questions about the proper care for the floral arrangement you received, you can call us at 910052230, and our florists will provide you with specific instructions depending on the type of floral presentation.

In no case should flowers be left inside a vehicle exposed to the sun, especially in spring and summer, as this is fatal for the flowers.

10. Guarantee on balloons:

For gifts that consist of or contain balloons, our guarantee is limited to the moment of delivery. That is, we cannot be held responsible for their duration once delivered, due to their high fragility, which mainly depends on how they are treated. In this regard, the period to file claims about the duration of the balloons ends once they have left our stores or have been delivered.

11. Order cancellation:

Cancelling an order at the customer's request, and upon our approval, will incur a handling fee of €5, as long as the request is made before the preparation has started (at least 48 hours before the requested delivery date). After the preparation has started, no amount will be refunded for cancellations, and delivery can only be postponed during the time the prepared flowers remain in optimal conditions for delivery (1-2 days).

12. Right of Withdrawal

In accordance with current regulations, 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 will not apply:

  • Customized products or made-to-order according to customer specifications (e.g., embroidery, personalized floral arrangements, etc.).
  • Products that, by their nature, can 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 notify us of your decision to withdraw from the contract with a clear statement via email or postal letter 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 you with the steps to follow for the return, if applicable. The return for withdrawal will be processed using the same payment method used by the customer once the goods have been received at the above postal address, in the same packaging and in the same condition as when delivered.

The costs associated with the return due to withdrawal will be borne by the customer, who must manage the shipping of the products using their preferred method.

13. Return Conditions

Returns will only be accepted in the following cases:

  1. Products delivered in poor condition or damaged.
  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 for processing a return:

  1. Report the issue within 24 hours of receiving the order.
  2. Send clear photographs showing all the products upon receipt, including the packaging, so the complete set is visible. Close-ups or photos focusing on just one specific part of the arrangement will not be accepted.

Once the issue is verified and resolved in the customer's favor, you can choose between:

  • A. Sending a new product at no additional cost.
  • B. A voucher for the total value of the damaged or incorrect products for future purchases.

Claims related to poor condition or damaged products will not be accepted more than 24 hours after delivery.

14. Delays or inability to deliver orders

teleROSA will make every effort to meet the requested delivery date and time. However, there may be circumstances completely beyond the control of teleROSA and its organization, which may prevent this from happening. Some examples include:

  1. The delivery address provided is incorrect, inaccurate, or incomplete.
  2. The person supposed to receive the gift, or anyone else, is not at the indicated address or refuses to accept the delivery.
  3. The destination is an institution, hospital, school, company, funeral home, or any other establishment that prevents access or delivery.
  4. The order was not placed at least 48 hours in advance of the requested delivery date, or 72 hours in advance for special dates such as Valentine's Day, Mother's Day, St. Jordi's Day, etc.
  5. Local, provincial, or regional holidays; the customer must ensure that the requested delivery date does not coincide with a holiday.
  6. Adverse weather conditions.
  7. Restrictions imposed by the relevant authorities.
  8. Accidents or road closures.
  9. Strikes.
  10. Other force majeure events beyond the control of teleROSA and/or its collaborators.

In such cases, we will attempt to contact the recipient through the provided phone number. If there is no response at the time, and if there is a permitted delivery option (such as leaving it with reception, a neighbor, at a shop, or any other place where the recipient can receive it), we will proceed with that option. If not possible, we will provide the address where the recipient can 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-hour period to provide us with new delivery instructions, as long as they are for the same address or postal code. This period may incur additional costs for re-delivery. If no instructions are received within 72 hours of the first delivery attempt, we will consider the service complete, without a refund, and the products will be destroyed.

In no case will the cost of undelivered orders be refunded for reasons beyond our control, nor can it be canceled or postponed for a later date due to the perishable nature of the products.

If the delay in delivering the order is attributable to teleROSA or the courier company, compensations will be applied according to the case:

  • If the delivery is made outside the requested time slot but on the same day requested by the customer, they can request a refund for the delivery cost by emailing info@telerosa.com.
  • If the delivery is made on a later date than requested, the customer may request a refund of 25% of the total order value for each business day of delay, up to a maximum of 100% of the order amount, including shipping fees.

Non-acceptance of the delivery for any reason will be considered as a completed delivery at that time for the purpose of calculating the delivery delay.

Returns will be processed via a voucher for the corresponding amount, which can be used for future purchases, with no expiration date.

15. Communications with customers:

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

We may also call you on the provided phone number or email you to confirm any details, inform you of any issues, or process the payment if you chose to pay by phone.

If we cannot reach you or do not receive a response to our emails within the necessary time, teleROSA will make the decision deemed most appropriate to ensure the delivery of your order in the best possible way. This decision will be considered final and binding, as it was made in the absence of the instructions we requested in a timely manner and that you, for any reason, did not provide in time.

Typical example of an issue: You requested that we deliver a stuffed animal with your roses, but it is unavailable at the time. If we do not receive instructions from you, we will decide whether to refund the corresponding amount, exchange it for another stuffed animal of the same price, 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, including the delivery confirmation SMS, you must expressly indicate this in the comments section of your order.

16. Payment Security

Payments made by card on this website are processed directly through the payment gateway of the corresponding financial institution, which has the necessary security and encryption measures to guarantee the protection of data. Under no circumstances will TELEROSA SPAIN S.L. process, store, or have access to card data, and it declines any responsibility in this regard.

If you request payment by card over the phone, the provided data will be used exclusively for the payment of that specific order and immediately deleted from any storage medium.

17. Payment for orders by bank transfer

For customers who do not have a credit or debit card, or those who wish to send roses more anonymously, we offer the option to pay by bank transfer or deposit in any of the available banks. However, please note that:

  • Orders will not be processed until we confirm the deposit in our account, so we recommend making the transfer at least 3 days before the desired delivery date.
  • In the case of products delivered by courier, delivery cannot be made until the next business day after payment confirmation.

To speed up the process, we suggest that once the transfer is made, you send the receipt by email to info@telerosa.com. However, the order will not be delivered until we confirm the deposit in our account.

For Valentine's Day and other special dates, we cancel the option of payment by bank transfer several days in advance due to the lack of time to verify payments.

If 24 hours have passed since the scheduled delivery date and we have not received the transfer or its receipt, we will proceed to cancel the order.

18. Intellectual Property

teleROSA holds the intellectual property rights to all the content on its website, and the reproduction, distribution, public communication, and transformation of such content is prohibited without prior written authorization. Infringements will be penalized according to intellectual property laws.

Additionally, the trade names, trademarks, or distinctive signs present on this website are protected by law and duly registered. Violations of industrial property laws will be penalized in accordance with the applicable regulations.

19. Privacy Policy and Data Protection:

Under no circumstances will we provide information about our customers, recipients, or their orders, even to the holders themselves, whether by phone, in writing, or in person, except when required by Court Order or when necessary to defend our legitimate rights as service providers and ensure payment collection.

In compliance with the applicable personal data protection regulations, we inform you that the personal data provided by users of this website through its various forms will be incorporated and processed in one or more files owned by TELEROSA SPAIN, S.L. for the purpose of managing your request and keeping you informed, even electronically, about future news and updates related to our company.

The data requested in the various forms marked with an asterisk (*) is strictly necessary to provide the requested service or contact the user or recipient of the requested products or services on this website.

The user guarantees the truthfulness of the personal data provided, being solely responsible for any direct or indirect damage or harm caused to TELEROSA SPAIN, S.L. and/or third parties due to the completion of the forms with false, inaccurate, or incomplete data.

If the user includes personal data of third parties, they must, prior to inclusion, inform them of the provisions of this privacy policy. By including any third-party data, the user expressly and under their responsibility states that they have obtained the consent for TELEROSA SPAIN S.L. and other individuals or companies to use this data to provide the requested services and inform them of any related matters.

TELEROSA SPAIN, S.L. commits not to transfer the personal data provided by users of this website to third parties or companies, except those necessary for the provision of the requested services and to inform them about such services.

Users, customers, and recipients may exercise their rights of access, rectification, cancellation, limitation of processing, opposition, and portability as recognized by current legislation by written communication to the data controller mentioned below or via email to info@telerosa.com.

Acceptance of the terms outlined in this privacy policy is necessary for sending and processing the request.

Data Controller:
TELEROSA SPAIN, S.L.
Avenida Europa, 5 Local, 29003 - MÁLAGA - SPAIN

20. Disclaimer of Liability:

teleROSA assumes no liability for:

  • Incorrect use of the content on this website, as well as any technical issues the user may experience during their connection.
  • Harm caused by users of this website providing false, incorrect data or data that violates privacy or any other rights of third parties.
  • Security errors resulting from the use of computers infected with computer viruses or from using outdated browser versions that may cause malfunction, as well as improper use of the browser.
  • Links on this page to other external websites do not constitute an invitation or recommendation, and therefore we do not guarantee their content nor assume any liability for any damage caused by those websites.
  • teleROSA cannot control the use that third parties make of its website, and therefore is not responsible for any misuse they may cause. Each user is absolutely responsible for non-compliance with current regulations.
  • teleROSA assumes no responsibility for fraudulent use of credit or debit cards by third parties to make payments for products or services from teleROSA.

21. Use of Cookies:

TELEROSA SPAIN, S.L., either on its own or through a third party contracted for measurement services, may use cookies when a user browses the website. Cookies are files sent to the browser by a web server to register the user’s activities during their browsing session.

The cookies used by the website are only associated with an anonymous user and their computer and do not provide personal data about the user.

By using cookies, it is possible for the server hosting the website to recognize the browser used by the user, making browsing easier. This allows, for example, registered users to access areas, services, promotions, or contests reserved exclusively for them without having to log in each time. Cookies are also used to measure audience and traffic parameters, track progress, and monitor the number of visits.

If cookies are not enabled, some functions and pages may not display correctly.

To delete cookies from the computer, click "Help" in the browser menu to view instructions.

The user also has the option to configure their browser to be alerted when cookies are received and to prevent their installation on their device. Please consult the instructions and manuals for your browser for more information.

To use the website, it is not necessary for the user to allow the installation of cookies sent by the website or by a third party acting on its behalf, except that the user must log in for services requiring prior registration or "login".

22. Applicable Legislation:

Any issue arising in connection with the conditions outlined in this legal notice shall be settled in the competent Courts and Tribunals in accordance with Spanish legislation.