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Panorama Floral

Terms & Conditions

Last updated: July 2026

1. Seller

Panorama Floral SAS
Tax ID (NIT): 901.192.463
Address: Calle 25C #99-38, Sector San José, Fontibón, Bogotá, Colombia
Email: comercial@panoramafloral.com
WhatsApp: +57 313 276 8858

2. Products

Panorama Floral sells premium export-grade fresh cut flowers and foliage. We are not a retail florist — we sell stems, bunches and boxes. Products are perishable and their quality depends on handling after delivery.

Product images are digitally generated visual references. The actual product may vary slightly in tone and openness depending on availability and cut point.

3. Prices

Prices are shown in Colombian Pesos (COP) and include VAT where applicable. Prices may vary with availability and season, and may differ by customer group.

4. Payment methods

We accept payments through Wompi (credit card, debit card, PSE, Nequi). Payment processing is handled by Wompi, which complies with PCI DSS standards. Panorama Floral does not store credit or debit card data.

5. Purchase process

  • Confirming an order generates a quote that reserves inventory
  • You have 30 minutes to complete payment
  • If payment is not completed in that time, the quote is cancelled automatically and inventory is released
  • Once payment is confirmed, the order moves to preparation

You can check your order status at any time in My account.

6. Delivery

We deliver to enabled cities in Colombia (Bogotá, Medellín and others). The maximum delivery term is 30 calendar days under Law 2439 of 2024. Shipping costs are calculated by city and order volume. Detailed times and coverage are in our shipping policy.

7. Order cancellation and changes

How long you can cancel or modify your order depends on its status, visible in My account:

  • Payment pending: the order cancels itself if payment is not completed within 30 minutes. No action needed.
  • Confirmed (not yet in preparation): you may request cancellation or changes (products, quantities or delivery date) via WhatsApp or email. Requests received before 10:00 a.m. (Colombia time) on the business day the order ships are processed the same day.
  • In preparation, prepared or packed: the flowers have already been selected and cut exclusively for your order, so cancellation with refund and changes to products or quantities do not apply. Instead you may request a new delivery date, or a credit note for the order value valid for 6 months.
  • Dispatched: cancellation and changes are not possible, as this is a perishable product already in transit.

When cancellation applies, the refund covers the full amount paid, is issued through the same payment method used and does not exceed 15 calendar days.

Peak seasons(Mother's Day, Valentine's Day and equivalent dates): flowers are reserved and cut in advance, so once payment is confirmed we do not accept cancellations or product changes for deliveries within those dates. You may still request a new delivery date, subject to availability.

8. Inventory availability

If a product becomes unavailable after your order is confirmed, we will inform you immediately. You may then choose a refund of the corresponding amount — processed within a maximum of 15 calendar days through the same payment method — or agree with us on a new delivery term, which will never exceed 30 calendar days. If that agreed term is missed, you may request a refund of the amount paid with no discount or retention.

9. Right of withdrawal

Under article 47 of Law 1480 of 2011 (as amended by Law 2439 of 2024), consumers have 5 business days after delivery to exercise the right of withdrawal in non-presential sales.

Exception applicable to our products: that same article 47 excludes perishable goods and goods that by their nature cannot be returned or deteriorate quickly. Fresh cut flowers fall under that exception, so the right of withdrawal does not apply to our products once delivered. This condition is disclosed to the consumer before purchase.

This exclusion does not affect your other rights: the legal warranty for defective product, cancellation before dispatch and payment reversal remain in force, under the corresponding sections of this document. Any applicable refund is processed without exceeding the 15 calendar days set by Law 2439 of 2024; refunds for quality defects are processed within a maximum of 5 business days, under our returns policy.

10. Warranty and returns

If the product arrives in poor condition (broken stems, evident premature wilting), report it within 24 hours of delivery with photographic evidence to comercial@panoramafloral.com. Each case is assessed individually for replacement or refund. Full procedure in our returns policy.

11. Customer service (PQR)

For requests, complaints or claims:
Email: comercial@panoramafloral.com
WhatsApp: +57 313 276 8858
Hours: Monday to Friday, 8:00 AM - 4:00 PM (Colombia time)

Every request, complaint or claim receives a response within 15 business days of filing.

12. Payment reversal

Under article 51 of Law 1480 of 2011 and Decree 587 of 2016, when the purchase is paid with a credit card, debit card or other electronic payment instrument, you may request a payment reversal in the following cases:

  • When you are a victim of fraud
  • When the transaction was not requested
  • When the purchased product is not received
  • When the delivered product does not match what was ordered or is defective

To exercise it you must file the request with Panorama Floral SAS and with the issuer of your payment instrument within 5 business days of becoming aware of the event. The reversal is issued through the same payment method used, under the terms provided by applicable regulation.

13. Personal data

Processing of your personal data is governed by Law 1581 of 2012 and detailed in our privacy policy.

14. Governing law

These terms are governed by Colombian law, in particular Law 1480 of 2011 (Consumer Statute), Law 2439 of 2024, Decree 587 of 2016 and Law 1581 of 2012 (Personal Data Protection).