Refund & Replacement Policy
Flowers are perishable, so our policy works a little differently from regular online stores — but our promise is simple: if something's wrong, we'll make it right.
Quality issues
If your flowers arrive damaged, wilted, or significantly different from what you ordered, contact us within 24 hours of delivery with a photo of the bouquet. We'll offer one of the following:
- A free replacement bouquet, or
- A full or partial refund, depending on the issue.
What we can't refund
- Flowers that wilted naturally after several days (fresh flowers typically last 5–7 days with care).
- Issues reported more than 24 hours after delivery.
- Dissatisfaction with a substitution you approved before delivery.
- Incorrect delivery details provided at checkout (wrong address or unreachable recipient phone number). We'll always try to coordinate redelivery, but a redelivery fee may apply.
Cancellations & changes
- You can cancel or change your order free of charge any time before we start preparing your bouquet. Message us on WhatsApp as early as possible.
- Once a bouquet has been prepared or is out for delivery, we're unable to cancel, as the flowers have already been arranged for you.
Failed deliveries
If the recipient is unreachable and we cannot complete delivery after reasonable attempts, we'll contact you to arrange redelivery (a redelivery fee may apply). Because flowers are perishable, undeliverable orders cannot be refunded after 24 hours.
Refund processing
Approved refunds are sent within 5–10 business days. Because we accept cash on delivery and CliQ, refunds are paid by CliQ transfer or bank transfer.
To request a refund or replacement, WhatsApp us at +962 771220798 or email hanaya.shop@proton.me with your order number and a photo.