Returns, Refunds & Delivery Policy

2. Product Categories

Different cancellation, return, and refund rules apply depending on the type of Product ordered.

2.1. Flowers and Perishable Products

Flowers, plants, bouquets, floral arrangements, and botanical creations are natural and perishable Products. Many of these Products are prepared for a specific delivery date, recipient, size, colour palette, or occasion.

These Products cannot normally be returned or refunded because of a change of mind once sourcing, preparation, personalisation, production, or dispatch has started. This includes bouquets, floral arrangements, plants, botanical creations, seasonal arrangements, personalised Products, made-to-order Products, and Products prepared for a specific date or recipient.

This does not affect the Client’s rights if a Product is defective, damaged upon delivery, incorrectly supplied, tampered with, or does not reasonably match the confirmed order.

2.2. Non-Perishable Products

Unused non-perishable Products, including vases, candles, books, gifts, and decorative objects, may be returned within seven days after delivery. To qualify for a return, the Product must be unused, complete, undamaged, not tampered with, and kept in its original packaging.

Customised, personalised, or specially sourced Products cannot be returned unless they are defective, damaged upon delivery, or incorrectly supplied.

2.3. Business and Bespoke Orders

Consumer return rules may not apply in the same way to corporate purchases, event orders, installations, garden projects, or other bespoke Services. The cancellation, postponement, payment, and refund terms for these Services will be stated in the relevant quotation, contract, or written agreement.

3. Cancellations and Order Changes

Standard Online Store Products may be cancelled up to 48 hours before the scheduled delivery date, provided that sourcing, preparation, production, personalisation, or dispatch has not started.

Same-day, urgent, next-day, customised, personalised, and specially sourced Products cannot be cancelled once preparation has started.

During busy occasions, including Valentine’s Day, Mother’s Day, Eid, and Saudi National Day, sourcing and preparation may begin earlier than usual. Cancellation or change requests may therefore require additional notice and may not be accepted after preparation begins.

Requests to change the Product, recipient details, card message, delivery address, or delivery time are subject to the Company’s approval. Changes may not be possible after sourcing, preparation, production, or dispatch has started, and additional charges may apply.

To request a cancellation or change, the Client must contact the Company as soon as possible and provide the order number, delivery date, requested change, and contact details.

5. Refunds

Approved refunds will be returned to the original payment method unless another method is agreed or required by law.

The Company will begin processing an approved refund without unnecessary delay. After the refund has been processed, it may take approximately 10 to 45 days for the amount to appear, depending on the payment provider, card network, and issuing bank.

Original delivery charges and additional charges for same-day, urgent, timed, express, or special delivery are not normally refundable. These charges may be refunded if the Company cancelled the order, the Product was defective or incorrect, delivery was not completed as agreed, or a refund is required by law.

The Company may wait until the returned Product has been received and inspected before processing the refund.

6. Damaged, Incorrect, or Defective Products

If an order arrives damaged, defective, incomplete, tampered with, or incorrect, the Client must contact the Company as soon as possible.

For flowers and other perishable Products, the issue must be reported within 24 hours after delivery. The Client must provide the order number, a clear description of the issue, and photographs of the Product and packaging.

For non-perishable Products, visible damage or delivery issues should be reported as soon as possible, preferably within seven days after delivery.

After reviewing the issue, the Company may offer a replacement, correction, partial refund, full refund, or another reasonable solution. Nothing in this Policy limits any mandatory rights available to the Client under Saudi Arabian law.

7. Natural Flower Variations

Flowers and plants are natural materials. Their variety, colour, shape, size, texture, stem length, container, and composition may differ from the images shown on the Website.

Product images are provided as a guide to the overall style, colour palette, approximate size, and appearance of the arrangement. Natural variations and reasonable seasonal substitutions are not considered defects where the agreed quality, value, colour story, scale, and overall style have been maintained.

Where necessary, the Company may replace unavailable flowers, containers, or materials with suitable alternatives of similar or higher quality and value.

If a replacement would significantly change the value, size, colour palette, or overall character of the arrangement, the Company will make reasonable efforts to contact the Client before proceeding. If the Client cannot be reached, the Company may use a suitable alternative of equal or higher value, unless the Client has provided different instructions.

8. Flower Care

The Client or recipient is responsible for following any care instructions provided with the flowers or plants.

The Company may decline a refund or replacement where deterioration results from insufficient water, improper handling, direct sunlight, exposure to heat, strong air conditioning, or failure to follow the provided care instructions.

9. Delivery Areas

The Company delivers within selected areas of Riyadh. Available delivery areas, dates, times, and charges will be shown during checkout or confirmed separately by the Company.

Delivery outside Riyadh is not available unless it has been expressly agreed in writing.

10. Delivery Dates and Times

The Company will make reasonable efforts to deliver on the selected or confirmed delivery date. Same-day, next-day, timed, and urgent deliveries are subject to availability and confirmation by the Company.

Delivery times and delivery windows are estimates unless the Company confirms in writing that a specific delivery time is guaranteed.

Traffic, road closures, building security procedures, weather conditions, high order volumes, or other circumstances may affect delivery times. Where a delay may significantly affect the order, the Company will make reasonable efforts to inform the Client.

If delivery is delayed beyond the agreed period, the Client may request cancellation and a refund where required under applicable Saudi Arabian law.

11. Recipient and Address Information

The Client is responsible for providing accurate and complete delivery information. This includes the recipient’s full name, mobile number, district, street, building details, apartment or unit number, floor, access instructions, preferred delivery date, and any special delivery instructions.

The Company or its delivery provider may contact the Client or recipient where necessary to confirm the address, arrange access, or complete the delivery.

12. Unsuccessful Delivery

Delivery may be unsuccessful if the address is incorrect or incomplete, the recipient cannot be contacted, the recipient is unavailable, access to the location is restricted, required instructions were not provided, or the recipient refuses to accept the order.

The Company may charge an additional delivery fee to arrange another delivery attempt.

For flowers and other perishable Products, the Client will not normally be entitled to a refund where delivery failed because of incorrect information, restricted access, recipient unavailability, refusal to accept the order, or another matter outside the Company’s reasonable control.

13. Delivery to Reception or Another Person

Where appropriate, an order may be delivered to a reception desk, building security, concierge, hotel front desk, office representative, family member, or another person reasonably available to receive it.

Where the Client or recipient authorises delivery to another person or location, delivery will be considered completed when the order is handed over according to those instructions.

14. Boutique Collection

Where collection from a boutique or another Company location is available, the order must be collected at the agreed date and time.

Flowers and other perishable Products cannot normally be refunded where the Client or recipient fails to collect them at the agreed time.

15. Ownership and Delivery Responsibility

Ownership of the Products passes to the Client after full payment.

Responsibility for the Product passes to the Client when it is received by the Client, the recipient, a person authorised to receive it, or a reception desk, security officer, concierge, or other agreed recipient.

16. Circumstances Outside the Company’s Control

The Company is not responsible for delays or failure to deliver caused by circumstances outside its reasonable control. These may include severe weather, heavy traffic, road closures, accidents, government restrictions, security restrictions, supply chain problems, flower or material shortages, illness, technical problems, or events affecting couriers, growers, or suppliers.

The Company will make reasonable efforts to inform the Client and provide an appropriate solution where possible.

17. Complaints

For complaints relating to an order, delivery, return, replacement, or refund, the Client must provide the order number, delivery date, description of the issue, supporting photographs where relevant, and their contact details.

The Company will acknowledge the complaint within two business days and will normally provide a response within seven business days. If additional investigation is required, the Company will inform the Client of the reason and the expected response date.