Legal · Eternals by Clhei
Eternals terms and conditions
Preserving a bouquet isn't manufacturing an object: it's working by hand with living material. There are things we guarantee and others that nature decides — and we'd rather tell you before you book, not after. This agreement includes a limitation of liability and of legal remedies.
This is a courtesy translation. The Spanish version of these terms is the binding one: in the event of any discrepancy or dispute, the Spanish text governs. This agreement is subject to the laws of the United Mexican States. Ver la versión en español.
Service agreement
By contracting with Eternals Clhei, you accept that we will produce a unique, handmade product using natural materials, which means every creation will be one of a kind and different from your original fresh bouquet. The conditions of this agreement are set out below:
- 01
Natural changes
Flowers may undergo changes during the drying, pressing and preservation processes. This includes changes in color, the appearance of spots, bubbles, or shifting of the flowers within the resin.
- 02
Previously dried flowers
If you send flowers that are already dried, Eternals Clhei will not be responsible for mold, rot or visible fibers that may arise during preservation.
- 03
Preservation of damp flowers
We cannot preserve previously dried flowers that still contain moisture, nor press flowers in this condition.
- 04
Refrigerated or frozen flowers
Refrigerated or frozen flowers will develop rot and mold, and will not yield satisfactory results.
- 05
Damaged or wilted flowers
We reserve the right to decline damaged or wilted flowers if, in the judgment of our designers, they cannot be adequately preserved. In this case, we will not be obliged to return the flowers, although for an additional cost we may seek similar replacement flowers.
- 06
Shipping and freight
Shipping is at the client's expense, both for the bouquet travelling to the atelier and for the finished piece. The area we serve directly is excepted — less than two hours from the atelier — where we arrange delivery or collection at no charge, subject to the atelier's availability. We do not work with a designated courier: the carrier is chosen shipment by shipment. For the fresh bouquet, the requirement is that it accepts fresh cut flowers on that route; for the finished piece, that it offers coverage and a trackable label to its destination. In both cases the cost and conditions are confirmed with the client before dispatch.
- 07
Prior coordination of the shipment
No bouquet is shipped without prior agreement with the atelier. The reception date, the destination address and the delivery route are confirmed with the client before dispatch; the atelier does not receive shipments that are not scheduled. The destination address is not published: it is given to the client once the shipment is coordinated.
- 08
Bouquet reception window
The bouquet must reach the atelier within the 72 hours following the event. A delay attributable to the courier is not, in itself, grounds for rejection. In every case the bouquet's actual condition is assessed on arrival, with a photographic or video record, and that assessment — at the atelier's discretion — is what confirms whether it can be preserved and to what extent.
- 09
International shipments
We receive bouquets from outside Mexico and ship finished pieces abroad whenever the courier and the customs authority allow it on that route. Where either of the two prohibits it, the shipment is not made. Viability is confirmed before committing to an international shipment, and its cost is at the client's expense.
- 10
Shipment insurance
Both shipments must travel insured for their declared value: the bouquet on its way to the atelier and the finished piece on its way to the client. Insurance for the bouquet is taken out by whoever dispatches it — the client or the originating florist; insurance for the finished piece is taken out by the atelier and its cost forms part of the freight, which is at the client's expense. The declared value is agreed with the client before dispatch. The coverage taken out is the limit of what can be recovered through the carrier, and it does not replace or extend the options described in the policies of this contract. A shipment dispatched without insurance transfers to the client the loss that insurance would have covered.
- 11
Losses from external causes
We are not responsible for products lost or damaged due to events beyond our control, such as natural disasters, shipping issues, or errors in the confirmed address.
- 12
Changes in resin and glass
Resin may yellow over time and pressed flowers behind glass may change color. These are natural processes and we assume no responsibility for them.
- 13
Delivery time
Resin pieces take between 6 and 8 months and pressed-flower frames between 4 and 6, due to the handcrafted work and seasonal demand. If the time exceeds 18 months, the client may request a 50% refund, in addition to receiving the finished product.
- 14
Storage of the finished piece
Once the piece is finished the client is notified and the delivery route is agreed with whoever placed the order. When the agreed route is shipping, the piece is dispatched and the tracking number is provided. If the piece is neither collected nor authorized for shipping, it remains in the atelier's custody for six months counted from that notice; once that period ends, the atelier is no longer responsible for the stored piece. An outstanding balance is not extinguished by the passage of time or by failure to collect: it remains due.
- 15
Image rights
We reserve the right to photograph the products for use on social media and in advertising.
- 16
Color correction
Drying always alters the color of the flower, so color correction is included in the process and is necessary on most orders. It seeks to bring the tone close to that of the fresh bouquet and to minimize imperfections, but does not guarantee an exact match. It cannot be applied to air-dried flowers.
- 17
Cancellations
Eternals Clhei reserves the right to cancel an order if it considers that the client-company relationship will not allow satisfactory results.
- 18
Liability for injury
We assume no responsibility for injuries related to the product.
- 19
Use of resin pieces
Hot objects must not be placed directly on resin pieces: they are for display only.
- 20
Disclaimer of warranties
We do not warrant merchantability, fitness for a particular purpose, or any implied warranty arising from commercial dealings.
- 21
Limitation of liability
Eternals Clhei will not be liable for indirect, special, incidental or consequential losses, even if foreseeable. Maximum liability will be the amount paid or the proven damage, whichever is lower.
- 22
Legal costs
In the event of legal disputes, Eternals Clhei may recover legal costs as permitted by applicable law.
- 23
Claim period
Claims must be submitted in writing within 30 days following delivery. Delivery is understood as the moment the client receives the piece or collects it at the atelier; in a shipment to another city, the delivery date recorded by the tracking label.
- 24
Invalid clauses
If any provision is unenforceable, the remaining conditions will remain in force.
By placing an order with Eternals Clhei, you accept the terms and conditions described here.
Refund and rescheduling policies
We work to create a special experience for every client. When something falls outside the plan, this is exactly what happens:
Refunds
- Custom orders: if you cancel a custom preservation order within the first 24 hours following purchase, you will be refunded 100%.
- If the cancellation occurs after the first 24 hours following purchase, no refunds are granted for cancellation.
- Gift cards are non-refundable.
Returns
- Personalized and made-to-order items are sold in the condition in which they are delivered and cannot be returned.
Rescheduling
- Flower reception dates may be rescheduled at any time without additional charges.
- Payments made may be used as credit for any date within one year from the originally scheduled date.
Lost or damaged bouquets and pieces
Eternals Clhei is not responsible for bouquets lost, stolen or damaged during the event or in transit, nor for finished pieces lost or damaged on the return shipment. Every order is planned and the necessary materials are acquired in advance, so full refunds are not offered for these situations. These are the available options:
- Bouquets lost during shipping: if the bouquet is lost in transit, proof of the loss will be required, such as the tracking number. In these cases, we offer a 50% refund.
- Bouquet replacement: you may send a replica bouquet through your original florist and deliver it in person or ship it to our facilities. You may also dry the flowers following our instructions and send them later to save on express shipping costs.
- Clhei stock flowers: if we have all the necessary dried flowers in our inventory, we can create a replica of the bouquet from our stock.
- Preservation of damaged bouquets: if your bouquet has slight damage, such as a few wilted or bruised flowers, we can generally preserve it. However, if the flowers have mold, fungus or severe damage, we cannot guarantee the quality of the preservation. Color correction, which is included in every order, also helps conceal most imperfections.
- Finished pieces damaged or lost on the return shipment: if we have the dried flowers required in our inventory, we remake the piece. In parallel, a claim is filed with the courier using the tracking number. The disclaimer for external causes and the limitation of liability set out in this contract apply.
At Clhei Floral Styling & Events we work to offer personalized solutions to keep those special moments alive. If you have any questions, don't hesitate to contact us.
If any of this raises a doubt, that doubt is exactly the reason to write to us.
We'd rather have an honest conversation before you book. Message us on WhatsApp or at eternals@clhei.florist.
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