Riyadh · Jeddah · Dammam · Al Khobar · Jubail
Same-day delivery in 5 cities Midnight delivery for surprise moments The Eid collection is live
Riyadh · Jeddah · Dammam · Al Khobar · Jubail
Same-day delivery in 5 cities Midnight delivery for surprise moments The Eid collection is live
Effective date: [Insert date]
Customer support: orders@arabianward.webzaty.com | WhatsApp: [To be defined]
This policy applies to orders for flowers, cakes, chocolates, gift baskets, gift combinations and personalized gifts delivered within Saudi Arabia. Arabian Ward is the seller even where a third-party supplier prepares the product or a delivery partner transports it. This policy must be read with our Terms & Conditions and Privacy Policy and does not restrict mandatory rights under Saudi law.
This policy is issued in Arabic and English. In case of any inconsistency between the two versions, the Arabic version prevails.
For an order scheduled for a future date, customers should request cancellation at least 12 hours before the beginning of the confirmed delivery window. If the request arrives within that period and preparation has not progressed to a stage where cancellation is no longer reasonably possible, we will cancel the order and initiate any refund due under this policy and applicable law.
If preparation, personalization or fulfilment has already begun, we will review the status and explain available options. We will not rely on preparation status to remove a statutory right where the law does not permit that restriction. The 12-hour cutoff is a business rule and does not shorten any independent statutory right.
For same-day orders, customers may request cancellation within 15 minutes of placing the order, provided preparation has not started. Contact support immediately with the order number. We will check status promptly and, if cancellation is accepted, initiate any refund due to the original payment method. If preparation has started, cancellation may not be operationally possible, except where mandatory law requires a different outcome.
Customers retain cancellation, withdrawal and refund rights available under Saudi law. Under the Saudi E-Commerce Law, a consumer may have a right to cancel a qualifying transaction within seven days of receiving a product if it has not been used and no benefit has been obtained, subject to statutory conditions and exceptions.
Certain products or transactions may be excluded under the law or its Implementing Regulations, including qualifying products made to the consumer’s specifications. Exceptions for fresh, perishable, food or personalized products will apply only to the extent legally permitted. This policy does not automatically classify every flower arrangement, cake, chocolate item or gift basket as exempt. Valid statutory cancellation requests will be handled in accordance with applicable law, including permitted return costs and refund obligations.
Products prepared to specific customer requirements such as personalized items, printed messages, bespoke designs or specially arranged gifts may not be eligible for change-of-mind cancellation or return after the legally relevant preparation/customization stage where a statutory exception applies. Restrictions will be disclosed before purchase where practicable. This does not exclude remedies for defective, materially incorrect or non-conforming products or any other mandatory legal right.
Fresh flowers and food products may be perishable and may require immediate preparation, special handling or temperature-controlled delivery. Customers should inspect orders promptly and follow storage/consumption instructions. Change-of-mind returns may be restricted where a valid statutory exception applies. Defects, material mismatches, missing items, unsafe products and incorrect orders will be assessed under applicable consumer rights.
Natural seasonal differences in flower colour, size or opening stage do not automatically constitute a defect if the arrangement reasonably matches its description and agreed specifications.
Contact Arabian Ward as soon as possible and preferably within 24 hours of delivery if an order is damaged, materially different from its description, incorrect or incomplete. Provide the order number, description of the issue, clear product/packaging photographs or video where reasonably available, and other information reasonably needed to assess the issue.
The 24-hour reporting period helps prompt investigation, particularly for perishable goods; it is not a waiver or limitation of statutory rights that may continue beyond that period.
Depending on circumstances and law, remedies may include replacement, correction/completion of the order, partial/full refund or another legally required/permitted remedy. A valid legal entitlement will not be unreasonably withheld.
If a flower variety, cake flavour, chocolate, gift-basket component or other item is unavailable, we will notify the customer and seek a comparable alternative of equal or higher value. We will obtain approval before a material substitution where practicable. If the customer cannot be reached or no acceptable alternative can be arranged, we will explain options, including cancellation/refund where applicable. We will not substitute a materially inferior product or remove a valid refund entitlement.
If we become aware of a material delay, we will notify the customer promptly and explain options. Where appropriate, we may offer a revised time/date or cancellation and refund in accordance with law and the circumstances. Saudi E-Commerce Law provides remedies for qualifying delivery delays, including certain delays beyond the applicable statutory period or agreed date; this policy does not reduce those rights.
Incorrect address or unavailable recipient: customers must provide accurate delivery details. We will make reasonable attempts to contact the buyer or recipient and coordinate a practical solution. A re-delivery charge may apply only where appropriate, lawful and disclosed before it is incurred. Decisions on cancellation/refund/return will consider product condition, preparation status and legal rights. We will not automatically deny a refund in every failed-delivery situation.
We may need to cancel if a product is unavailable and no acceptable alternative can be arranged, the address is outside confirmed coverage, payment cannot be verified, or a material technical/fulfilment issue prevents completion. If we cancel after payment, we will notify the customer and initiate the amount due to the original payment method, subject to law. If only part of an order can be fulfilled, we will contact the customer about options before proceeding where practicable.
Approved refunds will be initiated through the original payment method. The time for funds to appear depends on the payment provider, card issuer or bank. We will communicate refund status where reasonably possible and will not promise a fixed bank processing period outside our control. For partial refunds, we will explain the amount and reason. Store credit will not replace a monetary refund where the customer is legally entitled to one unless the customer voluntarily chooses store credit and the arrangement is lawful.
Treatment of delivery charges and other costs depends on the reason for cancellation/return, terms disclosed at checkout and applicable law. Return or delivery costs for a qualifying statutory cancellation may be allocated only as permitted by law. Where Arabian Ward is responsible for a defective, materially incorrect or undelivered order, applicable refund obligations will be honoured. Any non-refundable charge must have a lawful basis and be clearly disclosed before purchase; it cannot override mandatory consumer rights.
Arabian Ward Customer Support
Email: orders@arabianward.webzaty.com | WhatsApp: [Number] | Working hours: [Confirmed hours]
Include the order number and reason for the request. We may request additional information reasonably needed to investigate. We will acknowledge and review requests within a reasonable period and comply with applicable legal deadlines.
We may update this policy to reflect service or legal changes. The version applicable to an order will be determined in accordance with law. Nothing here limits a customer’s right to contact competent Saudi authorities or pursue an available legal remedy.
