Cancellation, Returns, and Refund Policy

Flowery places customer satisfaction at the top of its priorities. We seek to ensure that you are fully happy with every bouquet and gift you send to your loved ones. If you are not completely satisfied with our products or services for any reason, we will work to provide a replacement at the earliest opportunity. If you do not want a replacement, you may be eligible to receive part of the amount as special Flowery credit, which can be used for up to one full year. We may also provide compensation in some cases.

If you experience any issue with your order, please contact Flowery customer support within 48 hours from the delivery date. We will handle the matter and offer a range of solutions. Our team may ask you to send photos of the received items to clarify the issue and ensure the best possible resolution.

We guarantee that your order will arrive on time. If your order is delayed by more than four hours after the agreed delivery window, please contact our support team and they will assist you. Please note that this guarantee does not cover delays caused by circumstances beyond our control.

Similarly, if the recipient details you provided are inaccurate, Flowery will not be responsible for any refund or compensation resulting from delayed delivery or delivery to the wrong person or address. Flowery is also not responsible if the recipient refuses to accept the order or gift.

For bank refunds, please note that these are processed exclusively through the original payment method, such as credit cards or prepaid cards, used to complete the purchase through the payment gateways on Flowery platforms. We will do our best to process your refund quickly. Any refund or compensation in the form of Flowery credit may take up to 72 hours to appear in your Flowery wallet.

Cancellation Policy

If your order is cancelled at least 24 hours before the start of the delivery window, or if the recipient cancels the order before the delivery location has been prepared, we will do our best to process the cancellation request and it may be eligible for a full refund. However, once we receive your order, our team immediately begins preparing and arranging the finest gifts and flowers for you. Therefore, cancellation requests may be very difficult to complete, given our nationwide network and the immediate preparation of orders to ensure on-time delivery, especially for orders that have already entered the preparation stage.

Please note that all food items and branded items are excluded from this policy, as they are prepared and arranged more than 24 hours before the delivery window.

Cancellation by Flowery

In rare circumstances, Flowery may need to cancel your order. In that case, you will be eligible for a full refund, either through the bank or as Flowery credit, at Flowery's sole discretion. These cases include inability to confirm or deliver the order, the recipient address being outside our delivery areas, product unavailability, which is rare, or our inability to process your order for any reason after contacting you and being unable to find a suitable replacement. However, we will cancel your order without any refund if the order has been fully prepared and we are unable to reach you or the recipient at the scheduled time, or if we attempt delivery more than three times within 48 hours.

Order Rescheduling

Sometimes you may need to change your order date. We understand this and will do our best to meet your request. You may change the delivery date by up to 10 days if your order has not yet been prepared. Otherwise, you may change the date for no more than 48 hours to ensure that you receive the best products at the highest quality.

Note: food products and branded items are excluded from this rescheduling option.

Product Return Policy

If you are not satisfied with the quality of our products and would like to return delivered goods, please contact our customer service team through Flowery platforms to schedule collection of the products to be returned within 48 hours from the delivery date.

The return period may vary depending on the country in which delivery took place and may be up to 48 hours. Flowery's return policy will comply with the applicable laws of that country.

Please make sure returned products are unopened, unused, in their original packaging, and with all labels retained. We do not currently offer exchanges, but we refund the full amount paid for orders eligible for return if the product was damaged on delivery.

Flowery offers a one-day return policy for jewelry, items that touch the skin, and perfumes, provided they remain in their original condition and sealed.

After Flowery receives the product to be returned and verifies that it meets the quality standards, you will receive an email from Flowery confirming approval of your return request and the expected timeframe for the refund process.

Please note that the following items are excluded from this return policy: flowers, underwear, cosmetics, personal care products, earrings, candles, software, video games, natural materials, customized orders, and all food products.

Terms and Conditions

This document, together with all documents referred to in it, sets out the terms and conditions (the "Terms and Conditions") that apply when placing a purchase order (a "Purchase Order") for products (the "Products") displayed on the Flowery website or mobile applications for iPhone or Android (the "Platforms"). Please read these Terms and Conditions carefully before ordering any of our Products. If you have any questions about these Terms and Conditions, please contact us before placing any Purchase Order. If you do not agree to these Terms and Conditions, please do not use the Platforms.

Flowery reserves the right to amend these Terms and Conditions from time to time, at its sole discretion, without prior notice. You agree that every visit you make to the Platforms will be subject to the Terms and Conditions in effect at that time and the Privacy Policy, if any. By continuing to use the Platforms after any amendments to these Terms and Conditions, you acknowledge that you have read, accepted, and agreed to be bound by those amendments. If you do not accept any such changes, you may continue to use the Platforms and service under the current terms, but some new features may not be available to you.

If you are a consumer, your statutory rights apply in addition to these Terms and Conditions and are not replaced by them. However, if there is any conflict and consumer rights are mandatory, those consumer rights will prevail and apply. In all countries where we operate, all laws and regulations relating to commerce and electronic transactions, together with consumer rights and any laws specific to our industry issued by any governmental authority, will apply alongside these Terms and Conditions unless a conflict arises between these Terms and Conditions and any mandatory law or regulation, in which case the mandatory law or regulation will prevail and apply.

By creating an account on Flowery, you confirm your acknowledgment and acceptance of these Terms and Conditions. Please note that you must be 18 years of age or older to accept these Terms and Conditions and use our Platforms or related services.

These Terms and Conditions also apply to all sales channels of the company and its subsidiaries, including, without limitation, internet, telephone, radio, television, mobile devices, social media, and participating retail stores. Your access to any of the company's marketing channels or services means that you legally agree to be bound by these Terms and Conditions.

Please note that these Terms and Conditions include a class action waiver, which means that your agreement to this document acknowledges that you waive your right to a court hearing as part of a class action.

Who We Are and What These Terms Cover

If you place a Purchase Order for Products to be delivered in the Kingdom of Saudi Arabia, this agreement will be between you and Batel Al Ward Commercial Company, a company registered in the Kingdom of Saudi Arabia under commercial registration number 7038287830.

Your Profile

To become a user of Flowery Platforms, you must comply with these Terms and Conditions. By creating an account or ordering a Product through this system, you also agree to comply with these Flowery Terms and Conditions.

You are responsible for making all arrangements necessary for you to access the Platforms, and you are also responsible for ensuring that all persons who access the Platforms through your account are aware of and comply with these Terms and Conditions.

By viewing, using, accessing, browsing, or submitting any content or materials on Flowery Platforms, you agree to these Terms and Conditions as a legally binding contract between you and Flowery, without limitation or condition. The terms "you" and "your" refer to you and/or any person or entity that views, uses, accesses, browses, or submits any content or materials to the Platform, as well as any person who places an actual Purchase Order from your account using the Platforms. Accordingly, you understand that you are responsible for securing all account credentials, including your password, and that you are responsible for paying for any Purchase Order placed from your account.

Your Product Order

When you select your order from our range of Products, you can complete the order by clicking the "Confirm Order" button. Please note the importance of reviewing the information you enter and correcting any errors before clicking this button, because once the order is confirmed, you will not be able to correct any errors in the entered data. When we receive your order, you will receive an email notification confirming that your order has been successfully received, will be processed by Flowery, and will be sent to the delivery address you provided.

You are responsible for paying the price of the Product or Products ordered using your account, together with any related delivery charges, even if you ordered the Products for someone else. If payment is not completed by you or is restricted for any reason, you will be automatically redirected to the previous page on the Platforms and the order will not be confirmed.

Allergy Warning

Our Products, including but not limited to all food, beverages, flowers, cosmetics, and any other product available on the Platforms, may contain pollen or other allergens beyond what is specified in the Product description on its page. Therefore, customers with severe allergies are advised to exercise caution when ordering our Products. Individuals with serious allergies should refrain from ordering Products that may pose a risk to their health.

You acknowledge and agree under this document that you understand our Products may cause allergic reactions, and that under no circumstances will we be liable for any allergic reaction that you or any third party may experience after placing an order to purchase one or more of our Products.

Delivery of Purchases

If you or the recipient do not provide any alternative delivery address, the Product you ordered will not be delivered to any other location. In general, you will bear all legal consequences arising from ordering Products to an incorrect address.

Damage and Loss of Products

Flowery does not provide any shipping/delivery insurance or all-risk insurance for any item or product, collectively referred to as the "Items", sent or received by the customer.

The declared value of any Item does not impose any liability on Flowery in relation to shipping or delivering that Item, including, without limitation, any loss, damage, delay, misdelivery, recipient refusal to accept delivery, and/or failure by customers to provide required information.

The customer bears the risk of any loss or disappearance of any Item exceeding the declared value of that Item.

Flowery has the right, at its sole, absolute, and unrestricted discretion, to accept or reject delivery of any Item if it believes that the Item is dangerous or illegal.

The customer agrees under this document to release, indemnify, defend, and hold harmless all Flowery employees, officers, and affiliates from any and all liabilities to the fullest extent permitted by law, except to the extent attributable to or arising from gross negligence or willful misconduct by Flowery or its employees or affiliates. In such circumstances, Flowery's maximum liability shall not exceed five times the level of fees paid by the customer for the service provided by Flowery in relation to the relevant Item.

User Information and Conduct

Except for defined personal data, which is covered by Flowery's Privacy Policy, any material you submit or post on the Platforms will be considered non-confidential. Flowery will have no obligations with respect to such materials. Flowery and any party we appoint will have the right to copy such materials, including all data, images, sounds, text, and any other elements contained in them, and to disclose, distribute, incorporate, and otherwise use them in any way for commercial or non-commercial purposes.

You are prohibited from posting, uploading, or transmitting to or from the Platforms any material where such posting, uploading, or transmission:

Violates any applicable local, national, or international law.
Is unlawful or fraudulent.
Constitutes unauthorized advertising or publicity.
Contains viruses or any other malicious programs.

You may not misuse the Platforms, including by hacking. Any comments or feedback you submit through the Platforms must not:

Contain defamatory, obscene, or offensive material.
Promote or incite violence, discrimination, or any conduct considered unlawful or unethical.
Infringe another person's intellectual property rights.
Breach any legal duty owed to a third party, such as a duty of confidentiality.
Promote unlawful activity or violate others' privacy.
Give the impression that they originate from us.
Be used to impersonate another person or misrepresent your relationship with another person.

Please note that the above list is not exhaustive. You will reimburse Flowery for all costs and damages it incurs as a result of your breach of this clause. Flowery will also fully cooperate with any law enforcement authority or court order requesting or directing us to disclose the identity or location of any person posting material that violates the above list.

Prohibited Activities

You may not access or use the Platforms for any purpose other than that determined by Flowery. The Platforms are intended for users' personal use only and may not be used for any commercial endeavors except those specifically authorized or approved by Flowery. If a user engages in any prohibited activities, Flowery may suspend, block, or terminate the user's account and prevent access or login to the Platforms. Prohibited activities include, without limitation: criminal or harmful activities, sexual exploitation of children, fraud, trafficking in obscene materials, drug trafficking, gambling, harassment, stalking, copyright infringement, patent infringement, theft of trade secrets, advertising or attempting to entice any user to buy or sell products or services unless authorized by Flowery, systematic extraction of data or content from the Platforms to create or compile a database or directory without Flowery's written permission, unauthorized multiple use of Flowery services, collecting usernames or email addresses for unsolicited email, unauthorized framing or linking, sending chain letters or unsolicited email, using information obtained from the Platforms to contact, advertise to, entice, or sell to any user without that user's express prior consent, automated use of the system, use of data mining tools, robots, or similar data collection and extraction tools, interfering with or creating an unnecessary burden on the Platforms or connected networks or services, impersonating a user or another person, using a different username, selling or transferring ownership of your profile, using Platform information to harass, abuse, or harm another person, using Flowery services to compete with Flowery or provide similar services, decrypting or disassembling any software forming part of the Platforms, attempting to bypass security measures, harassing, annoying, intimidating, or threatening Flowery and its employees, agents, and stakeholders, displaying advertisements or accepting payments or anything of value from a third party in exchange for conducting commercial activity on or through the Platforms on behalf of that person, removing copyright or other proprietary notices, or using the Platforms in a manner inconsistent with applicable laws and regulations or any other suspected harmful activities.

Restrictions on Non-Personal and Non-Commercial Use

You agree that the consequences of commercial use or republication of Flowery content or information may result in substantial and unlimited material damage for which monetary compensation may not be sufficient or appropriate, and that Flowery is entitled to temporary and permanent injunctive relief to prevent such use.

Applicable Law and Jurisdiction

These Terms and Conditions are governed by and interpreted in accordance with the laws and regulations applicable in the country selected on our Platforms for order delivery. You agree that any and all claims, disputes, controversies, actions, or proceedings relating to or arising from any order placed, these Terms and Conditions, including non-contractual disputes, their interpretation, and the creation, production, manufacture, distribution, promotion, marketing, advertising, use, exploitation, or sale of any and all products and services of the company and its affiliates, through all marketing and promotional channels including, without limitation, internet, this Platform, telephone, catalog, radio, television, mobile device, social media, or retail stores, collectively referred to as the "Claims", will be subject to the exclusive jurisdiction of the courts of the country selected on our Platform for placing the order. For clarity, if you place an order for delivery within the Kingdom of Saudi Arabia using our Platforms, the laws of the Kingdom of Saudi Arabia will apply and the venue for any dispute will be the Kingdom of Saudi Arabia. The company makes no representation that this service or its content is appropriate or available for use elsewhere, or that access from regions where the content is unlawful is prohibited. Individuals and entities who choose to access this service from other locations do so on their own initiative and are responsible for compliance with applicable local laws.

Circumstances Beyond Our Control

We will not be liable for any failure to perform, or delay in performing, any of our obligations under these Terms and Conditions as a result of circumstances beyond our control or the control of any third party. "Circumstances Beyond Our Control" means any act or event beyond our reasonable control, including, without limitation, strikes, lockouts, or other industrial action by third parties, civil unrest or riots, invasion or terrorist attack or threat of terrorist attack, war, whether declared or not, or threat or preparation for war, fires, explosions, storms, floods, earthquakes, outbreaks of epidemics and pandemics, other natural disasters, failure of public or private telecommunications networks or infrastructure, or any lockdowns imposed by governmental authorities.

If circumstances beyond our control affect the performance of our obligations under these Terms and Conditions:

We will contact you as soon as possible to notify you.
Our obligations under these Terms and Conditions will be suspended, and the time for performing our obligations will be extended for the duration of the circumstances beyond our control.
You may cancel your order for Products from Flowery through the Platforms, or we may cancel it on your behalf without your prior consent.

Intellectual Property Rights

All content available on the Platforms ("Flowery Content") and the trademarks, service marks, and logos mentioned in these Terms and Conditions (the "Marks") are owned by or licensed to Flowery and are protected by copyright and other intellectual property rights under international treaties and agreements. Flowery Content includes, without limitation, all underlying software code, databases, functionality, software, website designs, audio and video content, text, images, and graphics. All Flowery graphics, logos, designs, page headers, icons, scripts, and service names are registered trademarks of Flowery. Flowery trademarks may not be used, including as part of other trademarks and/or as part of domain names, in connection with any product or service in any way that may cause confusion. They may also not be copied, imitated, or used in whole or in part without Flowery's prior written permission. Please note that Flowery Content is provided to you "as is" for informational and personal use only. Therefore, you may not use, copy, reproduce, distribute, transmit, publish, display, sell, license, or exploit it for any other purposes without prior written consent. You may also not systematically retrieve data or any other content from the Platforms to create or compile a collection, database, or directory without Flowery's prior written permission.

Provided you are eligible to use the Platforms, you are granted a limited license to access and use the Platforms and Flowery Content and to download or print a copy of any portion of Flowery Content to which you have properly gained access, for personal, non-commercial use only. Flowery reserves all rights not expressly granted to you in the Platforms and Flowery Content and Marks. If you download or print a copy of Flowery Content for personal use, you must retain all copyright and other proprietary notices contained in it. You agree not to circumvent, disable, or otherwise interfere with security-related features of the Platforms or features that prevent or restrict use or copying of any Flowery Content or enforce limitations on use of the Platforms or Flowery Content. The Flowery trademark is a registered trademark of Flowery. Therefore, you are not permitted to use it without our consent unless it is part of material you use as permitted under these Terms and Conditions and with Flowery's approval.

General Limitations of Liability

Our liability to you in relation to Products, for the avoidance of doubt and subject to any applicable consumer protection laws in the jurisdiction where the order was placed that must prevail, is limited to the total value of the Products provided by Flowery to you. Any loss or damage must be reported to us within seven days through digital photos or in person. Furthermore, Flowery will not be liable to you for any loss of profits, loss of business, business interruption, or loss of business opportunity.

In relation to your use of the Platforms, to the maximum extent permitted by applicable law, Flowery and its directors, officers, agents, employees, stakeholders, and contractors disclaim responsibility for any and all obligations and liabilities relating to the Platforms. They also disclaim all warranties, whether express or implied, and representations relating to use of the Platforms or linked websites in respect of correctness, accuracy, timeliness, reliability, or otherwise. Similarly, Flowery and its directors, officers, agents, employees, stakeholders, and contractors will not be liable for errors or misrepresentations, nor will they be liable, whether in contract, tort, including negligence, or otherwise, for any loss or damage however caused. Flowery and its directors, officers, agents, employees, stakeholders, and contractors also do not warrant that the functions included in the Platforms are error-free, or that the Platforms or the server that makes them available are free of viruses or other harmful components.

You agree to release Flowery and its directors, officers, agents, employees, stakeholders, and contractors from all claims arising from any statement or representation made on the Platforms. Please note that your sole and exclusive remedy for any claim against Flowery or any dispute with Flowery, its affiliates, officers, directors, employees, stakeholders, or any of their agents is to stop using the Platforms. We will not be liable for business losses, as the Platforms are intended for domestic and private use. Some parts of the Platform may rely on third-party service providers, such as a wireless carrier or social media platform. We do not control third-party service providers and are not responsible for their acts or omissions. In addition, a third-party service provider may have its own terms, policies, and guidelines, and you should be aware of all such terms, policies, or guidelines before using the service through that third-party provider. If you use the Platforms for any commercial or resale purpose, we will not be liable to you for any loss of profits, loss or interruption of business, or loss of business opportunities.

Indemnification

You agree to indemnify, defend, and hold harmless Flowery, its parent company, affiliates, officers, directors, employees, agents, information providers, and suppliers from all losses, expenses, damages, and costs, including reasonable attorneys' fees, resulting from any breach of these Terms by you, any breach of the representations contained in this document, or any activity relating to your account, including infringement of intellectual property rights or negligent or unlawful conduct, by you or by any person accessing the Platforms using your account. This indemnification obligation will survive your cessation of use of the service.

Disclaimer

Flowery Platforms provide the available information, content, products, services, and materials, whether provided by Flowery, by you, by other users, or by affiliates/third parties, including, without limitation, submissions, text, images, graphics, audio and video files, and links, "as is" and "as available" without warranties of any kind, whether express or implied. To the fullest extent permitted by law, Flowery disclaims all representations and warranties, express or implied, including, without limitation, warranties of merchantability, fitness for a particular purpose, title, non-infringement, freedom from computer viruses, and implied warranties arising from course of dealing or course of performance.

Flowers and Gifts

Flowers and Gifts