Terms and conditions

Who we are

Chocolates Flores Medellín is a flower shop with a storefront in Medellín. We make rose bouquets, boxes and gifts with chocolates, and deliver them to your door in Medellín and towns across the Aburrá Valley, or hand them over at our shop for those who prefer to pick them up.

• Trade name: Chocolates Flores Medellín.
• Shop: Cra. 81 #34A-49, Laureles - Estadio, Medellín, Antioquia, Colombia.
• Opening hours: Every day, from 8:00 a.m. to 8:00 p.m.
• WhatsApp: 319 216 1731.
• Email: ventas@chocolatesfloresmedellin.com.
• Website: chocolatesfloresmedellin.com.

Acceptance of these terms

By placing an order on this site, you accept these terms. We recommend reading them before you buy: they're always available in the footer, and if anything is unclear you can ask us on WhatsApp before paying.

The relationship between you and us is governed by Colombian law, in particular Law 1480 of 2011 (Consumer Protection Statute) and the regulations on e-commerce and data messages.

Our products

We work with fresh flowers and chocolates. They are perishable, handmade products, and that explains much of the terms that follow.

• Flowers are a living product: the shade, degree of opening and size of the roses vary between harvests and seasons.
• Photos are for reference. Each arrangement is made by hand, so the placement of the flowers is never identical to the photo, although the quantity, type of flower and presentation you bought are.
• If a flower, color or accessory isn't available on the delivery day, we replace it with another of the same quality and value, keeping the style of the arrangement. When the change is noticeable, we let you know before delivering it.
• Our products contain chocolate and may contain traces of milk, nuts, gluten and soy. If the gift is for someone with an allergy, tell us before you buy.
• Products that include liquor are delivered only to adults, who must show ID upon receipt.

Prices

• Prices are shown in Colombian pesos (COP) and are the final price of the product: no additional VAT is charged.
• The delivery fee is not included in the product price: it is calculated based on the delivery town and added at the shipping step, before payment.
• Add-ons —a ribbon with a name, balloon, card, liquor and others— have their own price, shown when you add them.
• Prices may change at any time. The price that applies to your purchase is the one shown in the summary when you confirm your order.
• During high-demand seasons (February 14, Mother's Day, Love & Friendship Day), prices and delivery times may vary. You'll always see them before paying.

How to place an order

You can buy in two ways, and in both the order is equally binding:

• On the site: choose the product and its presentation, add any personalizations you'd like, tell us who's receiving it, where and when, and pay.
• On WhatsApp: we help you choose, confirm availability for the date you need and arrange payment with you.

An order is confirmed once we verify the payment and availability for the requested date. If we can't meet the date or time slot you chose, we'll contact you before preparing the order to find an alternative; if there isn't one, we'll refund your money.

Recipient details

You provide the recipient's address, phone number and name, and a successful delivery depends on their accuracy. Always include the full address —building, apartment, office, landmark— and a contact number for the person receiving it.

An incomplete address or a phone that's switched off are the most common causes of a failed delivery. What happens in that case is explained in the delivery policy.

Payment

• Online payments are processed through the payment gateway enabled on the site. We do not store your card details: they go directly to the gateway, which processes them.
• If you prefer, you can arrange payment with us on WhatsApp.
• Until payment is confirmed, we don't reserve the product or the delivery time slot, and during peak seasons availability runs out quickly.

Right of withdrawal

For distance sales, the law grants five business days to withdraw from the purchase (Article 47 of Law 1480 of 2011). That same provision excludes two cases that are exactly ours: perishable goods and goods made to the consumer's specifications or clearly personalized.

That's why the right of withdrawal does not apply to floral arrangements or personalized orders: once the bouquet is made with the ribbon, card or balloon you requested, it can't be resold.

That doesn't leave you unprotected. If your order arrives damaged, wrong or incomplete, the legal guarantee applies and we'll resolve it: the details are in the exchange policy.

And if you need to cancel before we prepare your order, write to us as soon as possible. As long as we haven't bought the flowers or put the arrangement together, we always look for a solution: rescheduling the delivery or refunding your money.

Warranty

All our products carry the legal warranty. Because they are perishable goods, the warranty refers to the condition of the product at the time of delivery: that it arrives fresh, in good condition and matching what you purchased.

So we can help, let us know on the day of delivery and send us photos of the product exactly as it arrived. The full procedure, deadlines and remedies are set out in the exchange policy.

Payment reversal

If you paid by card or another electronic payment method and the product was not delivered, does not match what you ordered or turned out to be defective, you may request a payment reversal within the following five business days, in accordance with Article 51 of Law 1480 of 2011.

To do so, you must notify both us and the issuer of your payment method. Write to us first: we almost always resolve the case sooner, and faster.

Use of the site

• The information you provide must be truthful and up to date; if you create an account, you are responsible for keeping your password safe.
• You may not use the site for unlawful purposes, attempt to access restricted areas, or take any action that affects its operation.
• The messages you write on cards and personalizations are your responsibility. We reserve the right not to print offensive, discriminatory or illegal messages, in which case we will contact you before delivery.

Intellectual property

The photographs of our products are our own, and the text, brand and design of this site belong to us. You may share them with attribution, but you may not reproduce them for commercial purposes without our written authorization.

Requests, complaints and claims

We assist you via WhatsApp at 319 216 1731 and by email at ventas@chocolatesfloresmedellin.com during business hours. We will respond to your request within fifteen business days of receiving it.

If you are not satisfied with our response, you may contact the Superintendence of Industry and Commerce (Superintendencia de Industria y Comercio), the competent consumer protection authority in Colombia.

Governing law

These terms are governed by Colombian law. Any dispute shall be resolved before the competent courts and authorities of the Republic of Colombia.

Effective date

This document is effective from its publication and may be updated when our operations or applicable regulations change. The current version is always the one published on this page.

Last updated: August 15, 2026.