Our Polices

Opening an account with us

1. We are always glad to help you with your orders, however if it is your first time buying from us we will require to officially open an account for you in our system.
2. Customers have to fill and complete a Credit Request from our company.
3. Customers will provide at least 3 commercial references.
4. After analysis our credit department will conclude on a Credit Policy for the new customer.
5. We reserve the right to refuse a commercial relationship when the conditions don’t apply.

Order Cancellations

1. Any cancellations must be made in advance, at least 2 days prior to the shipping date for orders packed in ART ROSES packaging, and at least 3 days for orders in custom packaging.
2. For open market orders, cancellations are accepted until 11am on the delivery day.

Credit / Claims

1. Customers inspecting boxes at their cargo agency must notify of any claims on the condition of the product within 24 hours from the invoice date.
2. For the product inspected at destinations notifications can be sent up to 8 days from date of invoice. Keep in mind that claims are accepted only for the product. We will not credit any shipping costs.
3. The notification must be sent via email containing the following infromation:

   – Number of Stems Claimed

   – Variety Name and Length

   – Invoice Number

   – Total amount claimed (USD)

   – Support Pictured of the Product Claimed (including total stems, bunch and box label)

4. All notifications must be sent to credito@artroses.ec