Refund and Exchange Policy
This policy applies under the E-Commerce Law and the regulations of the Ministry of Commerce in the Kingdom of Saudi Arabia.
Nature of the product
Fresh flowers and arrangements are perishable products prepared specifically for your order at the time we receive it. That is why the conditions for returning them differ from ordinary goods — an exception the regulations allow for perishable and made-to-order products.
Cancelling an order
- Before preparation starts: cancellation is available free of charge and the full amount is refunded.
- After preparation starts: cancellation is not possible, because the bouquet was arranged specifically for the order.
- Scheduled orders for a later date: they can be cancelled free of charge up to 24 hours before the delivery slot.
To speed up a cancellation, contact us on WhatsApp directly.
If the order arrives in poor condition
If the bouquet arrives damaged or different from what you ordered, tell us within 24 hours of receiving it, with a clear photo of the bouquet. Once we have checked it, we choose one of two solutions with you, at no cost to you:
- Redelivery with a replacement bouquet at the earliest time available.
- A refund of the full amount.
This does not cover a difference in the shade of the flowers or a slight variation in shape from the photo — flowers are a natural product, and every bouquet is arranged by hand, so no two are exactly alike.
Delivery not possible
If the recipient cannot be reached because they do not answer or the address is wrong, we try to contact you to agree on an alternative. Redelivery at another time for this reason may carry a fee, and we tell you about it before we go ahead.
Refund periods
The period starts from the date of our approval of the refund, and it differs by payment method:
| Payment method | Refund period |
|---|---|
| Mada | Up to 3 business days |
| Bank transfer | Up to 3 business days |
| Credit cards (Visa · Mastercard) | Up to 7 business days |
| Payment on pickup | Up to 3 business days after you give us your account number |
Some banks may add a day or two before the amount shows on your statement, and that period is outside our control.