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1. Understanding the Perishable Nature of Our Products

Flowers, fresh cakes, and edible gifts are perishable products. Unlike non-perishable goods, they cannot be returned, reshelved, or reused after delivery. For this reason, our refund and replacement eligibility is based on quality, accuracy, and condition at the time of delivery — not personal preference.

We take full responsibility for products that arrive damaged, incorrect, or in poor condition due to errors on our end. We do not issue refunds or replacements for situations caused by incorrect information provided by the customer, recipient unavailability, or personal taste preferences.

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2. Flower Orders — Refund & Replacement Policy

✅ When You ARE Eligible for a Refund or Replacement

• The flowers arrived wilted, damaged, or in visibly poor condition at the time of delivery.
• You received the wrong arrangement (completely different from what was ordered).
• Your order was never delivered and no delivery attempt was made.
• There were significant missing items from your order (e.g., add-ons like chocolates or a vase that were paid for but not included).

❌ When You Are NOT Eligible for a Refund or Replacement

• You simply changed your mind after placing the order.
• Flowers have naturally varying colour shades compared to the website photo (photos are illustrative — exact shades vary by season and availability).
• A flower substitution was made of equal or greater value (see Section 6).
• The recipient was unavailable at the delivery address and refused the order.
• You provided an incorrect or incomplete delivery address.
• You reported the issue more than 24 hours after delivery.
• Flowers wilted due to improper care by the recipient after a confirmed fresh delivery.

🕐 Our Freshness Guarantee

All cut flowers, when cared for properly following our Flower Care guide, are guaranteed to remain fresh for a minimum of 5–7 days from the date of delivery. If your flowers wilt within this window and you followed our care instructions, contact us immediately with photos.

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3. Cake Orders — Refund & Replacement Policy

✅ When You ARE Eligible for a Refund or Replacement

• The cake arrived significantly damaged in transit due to our delivery handling.
• We delivered a completely wrong cake (wrong flavour, wrong design that is entirely different from order).
• The cake was not delivered at all and no delivery attempt was recorded.
• There is a genuine quality defect in the bake itself (e.g., raw dough, severe spoilage).

❌ When You Are NOT Eligible for a Refund or Replacement

• Custom cakes — all custom/personalised cake orders are final once confirmed and cannot be refunded, as they are made specifically for you.
• Minor design variations — handcrafted cakes may vary slightly in decoration, piping style, or colour shading from the reference photo. This is not grounds for a refund.
• Flavour or texture preferences — cake taste and texture are subjective. Refunds will not be issued because the flavour was “not to your liking.”
• Damage caused by improper transport by the recipient after handover (e.g., tilting the box, leaving the cake in a hot car).
• The issue was reported more than 24 hours after delivery.
• The cake was partially or fully consumed — refunds will not be issued on eaten products.

📸 How to Claim a Cake Issue

Inspect your cake upon delivery. If there is an issue, do not accept the delivery and contact us immediately. If you notice an issue after delivery, contact us within 24 hours with clear photographs of the cake in its box, including the damage or defect.

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4. Cancellation Policy

Cancellation Timing	Refund Outcome
More than 24 hours before scheduled delivery	✅ Full refund issued
Between 12–24 hours before scheduled delivery	⚠️ 50% refund (preparation costs apply)
Less than 12 hours before scheduled delivery	❌ No refund (order already prepared or dispatched)
Order already out for delivery	❌ No refund possible
Custom/personalised cakes (any time after confirmation)	❌ No refund (custom work already initiated)
Wedding or bulk event orders cancelled 14+ days in advance	✅ Full refund of balance (deposit non-refundable)
Wedding or bulk event orders cancelled within 14 days	❌ No refund (full preparation underway)

To cancel an order, please contact us via WhatsApp or email as early as possible. Verbal cancellations are not accepted — you must receive a written confirmation from us that your order has been cancelled.

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5. How to Report a Problem

If you have an issue with your order, please follow these steps:

1. Contact us within 24 hours of delivery. Issues reported after 24 hours cannot be reviewed.
2. Send us clear photos. Include photos of: the item as received, the outer packaging/box, and the specific damage or defect.
3. Include your order number and the delivery date.
4. Reach us via:
   • 📧 Email: [email protected]
   • 📱 WhatsApp: +966 58 128 5938
5. Our team will review your claim and respond within 1–2 business days.

We may ask for the product to be returned (for non-perishable add-ons) or retained while we assess the situation. Our team will determine the appropriate resolution: replacement, store credit, or refund.

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6. Flower & Product Substitution Policy

Due to the seasonal and perishable nature of flowers, certain blooms may not be available on your selected delivery date. In such cases, we reserve the right to substitute:

• A flower variety with a similar bloom of equal or greater value.
• A complementary colour — for example, a soft-pink rose may replace a hot-pink rose if unavailable.
• An accessory item (vase, ribbon, wrap) of comparable style and value.

Substitutions will always maintain the overall theme, colour palette, and value of your original order. Minor substitutions of this nature do not qualify for a refund or complaint. If you require specific flowers that cannot be substituted, please contact us before placing your order to confirm availability.

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7. Delivery-Related Issues

If We Fail to Deliver on Your Requested Date

If we are unable to deliver on your chosen date due to circumstances within our control, we will either:

• Deliver on the next available date and refund the delivery fee, or
• Offer a store credit of equal value to the delivery fee paid.

We will not issue a full product refund solely due to a delivery date change, unless we are entirely unable to fulfil the order.

If Delivery Fails Due to Customer Error

No refund or redelivery will be offered if delivery failed because:

• The delivery address provided was incorrect or incomplete.
• The recipient was unavailable and did not answer calls from our driver.
• The recipient refused to accept the delivery.
• Access to the building or compound was denied or restricted.

In these situations, a re-delivery fee will apply if you wish the order to be attempted again (subject to product freshness).

Delays Beyond Our Control (Force Majeure)

We are not liable for delays caused by severe weather, road closures, public holidays, or other circumstances beyond our control. We will notify you as soon as possible and work to find the best resolution.

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8. How Refunds Are Processed

Where a refund is approved, it will be issued using one of the following methods:

Refund Method	Processing Time
Original payment method (credit/debit card)	5–10 business days
Store credit (giftoflowers.com account)	Within 24 hours
Bank transfer (if paid by bank)	3–7 business days

Delivery fees are non-refundable unless the non-delivery was solely due to our error.

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9. Your Rights Under Saudi E-Commerce Law

As a consumer in the Kingdom of Saudi Arabia, you have rights protected under the Saudi E-Commerce Law and its Implementing Regulations issued by the Ministry of Commerce. Key provisions relevant to our products:

• You have the right to cancel an online order within 7 days of receipt — however, this right does not apply to perishable goods (such as fresh flowers and cakes), custom-made products, or products that cannot be resold for health and hygiene reasons. These exceptions are explicitly stated in the Saudi E-Commerce Regulations.
• If delivery is delayed by more than 15 days beyond the agreed delivery date (without mutual agreement or force majeure), you have the right to cancel the order and receive a full refund including compensation for the delay.
• Your personal data will only be used for order fulfilment and will not be shared with third parties for marketing without your consent.

For further information on consumer rights in KSA, visit the Ministry of Commerce (mc.gov.sa).

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10. Non-Perishable Gift Items (Vases, Teddy Bears, Gift Boxes, etc.)

Non-food, non-perishable items sold alongside flowers or cakes (e.g., decorative vases, plush toys, candles, gift hampers with non-food contents) may be returned or exchanged under the following conditions:

• The return request is made within 7 days of delivery.
• The item is unused, unopened, and in its original packaging.
• The item is not damaged due to customer misuse.

To initiate a return of a non-perishable item, contact us at [email protected] for a return authorisation number before sending anything back. Items returned without prior authorisation will not be accepted.

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11. Special Occasion & Seasonal Orders (Eid, Valentine’s Day, Mother’s Day, etc.)

During peak seasonal periods — including Eid Al-Fitr, Eid Al-Adha, Valentine’s Day, Mother’s Day, and National Day — demand is significantly higher and our team operates under increased pressure. Please note:

• Orders placed during peak periods must be placed at least 48–72 hours in advance for guaranteed delivery on the requested date.
• Last-minute orders during peak season may experience delays — we will notify you proactively.
• Cancellation of peak-season orders within 48 hours of the occasion date will not be eligible for a refund, as products will have already been sourced and prepared.
• Flower substitutions are more common during peak seasons due to high demand — your arrangement will always be of equal or greater value.

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12. Contact Us

If you have any questions about this policy or need to raise a concern about your order, please reach out:

• 📧 Email: [email protected]
• 📱 WhatsApp / Tel: +966 58 128 5938
• 🕐 Response Hours: Saturday – Thursday, 9:00 AM – 9:00 PM (AST)
• 📍 Operating Location: Jeddah, Saudi Arabia

We are committed to resolving every issue fairly and promptly. Your satisfaction is at the heart of everything we do at Gift of Flowers.

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Gift of Flowers reserves the right to update this policy at any time. The most current version will always be published on this page. Continued use of our website constitutes acceptance of the then-current policy.