Our flowers and gift arrangements are fresh, perishable and prepared especially for each order. This policy explains what we can and can't do once an order is placed.
1. Cancellation
Once an order has been placed and paid, it cannot be cancelled or changed, because preparation starts straight away and fresh flowers can't be resold. The 7-day withdrawal right in the Saudi E-Commerce Law does not apply to perishable, made-to-order goods.
If we have to cancel an order ourselves (for example, an item is unavailable and no suitable substitute exists, or the address is outside our delivery area), you receive a full refund.
2. Damaged, wilted or wrong orders
If your order arrives damaged, wilted, or clearly different from what you ordered, we'll make it right.
- Message us on WhatsApp within 24 hours of delivery with your order number and clear photos of the flowers, the packaging and any card.
- Please keep the items as delivered until we reply.
- We reply during our customer service hours (2:00 PM – 10:00 PM).
- If the issue is confirmed, we first send a replacement arrangement free of charge. If a replacement isn't possible, we refund the order amount to your original payment method.
3. What isn't covered
- Complaints made more than 24 hours after delivery.
- Change of mind.
- Natural variation in flowers (shade, size, stem count or filler flowers) and permitted substitutions of equal or greater value, as described in our Terms.
- Normal changes in fresh flowers after the first day, or damage caused by not following the care instructions.
- Problems caused by wrong or incomplete delivery details.
4. Deliveries that don't go through
- If delivery fails because of our mistake, you're entitled to a full refund or a free re-delivery.
- If delivery fails for reasons on the customer's side (a wrong or incomplete address, an unreachable phone number, nobody available to receive it, or the recipient refusing it), the order counts as delivered and is not refundable. Because flowers are perishable, re-delivery isn't guaranteed: we decide case by case, and a delivery fee may apply.
5. How refunds are paid
- Approved refunds go back to the original payment method. We process them within 3 working days; your bank may take up to 14 days to show the amount.
- If you paid with a buy-now-pay-later provider such as Tabby or Tamara, the refund is made through the provider and your remaining instalments are adjusted under the provider's terms.
6. Gift orders
The person who placed and paid for the order is our customer, so only they can request a refund. The recipient can contact us about delivery, and we'll keep the sender informed.
7. Contact us
WhatsApp: +966 5X XXX XXXX
Email: support@bloumaflowers.com