Refund, Cancellation and Return Policy
Your satisfaction is our priority, with 100% Customer Satisfaction Guarantee with every flower arrangement and gift we deliver to your beloved ones! If – for any reason – you are not satisfied with the arrangement that we have delivered, we will provide a replacement as soon as possible. If you do not require a replacement, you may be eligible for a partial refund in the form of Floward credit which will be available for use for up to 12 months. You also may be offered compensation.
For any issue regarding your order, please contact Floward Customer Care Centre within 48 hours of the delivery and we will offer you multiple solutions. Our team might ask you to send a picture of the received items to better understand the issue and find the best solution for you. We guarantee your order will be delivered on time! If your order is delayed by more than 4 hours after the end of your timeslot, please contact Floward customer service and they will assist you accordingly. This policy will not be applicable for orders delayed for reasons outside of our control.
In case the recipient information provided by you was incorrect, Floward will not be held responsible for any refund and/or compensation arising from delays or deliveries to the wrong person or address. Floward shall not be responsible for the refusal of the recipient to receive a gift/arrangement.
When a bank refund is applied, such refunds will be done only through the original mode of payment of the credit or debit cards used in placing orders through the online payment gateway on Floward Platforms. We will do our best to process your refund promptly. However, when the bank is involved this cannot be controlled by Floward. Any Floward credit refunds or compensation will take up to 72 hours to show in your Floward wallet.
If an order is cancelled 24 hours before the start of the delivery slot or if the recipient is refusing the order prior to receiving the location of delivery (before delivery and preparing of the order), we will do our best to process your cancellation request which might be eligible for 100% refund.
However, the moment we receive your request, our team starts to prepare and coordinate the best quality gifts and flowers for you. It is sometimes very difficult to get cancellation requests complete, due to the fact that our network ranges throughout the country and that upon receiving your request we start preparing for your order to make sure it is delivered on time, therefore it is very difficult to stop or cancel a delivery attempt or a placed order for orders that are already under preparation.
Please Note that all edible and brand items are excluded as these are prepared more than 24 hours before the time slot.
Cancellation of order by Floward
In certain rare circumstances, Floward may have to cancel your order. In this case you will be eligible for a full bank or Floward credit refund based on Flowards discretion.
Such cases might include inability to confirm or deliver your order, recipient’s address being outside of our delivery zone, in the rare scenario where the product is not available or for any reason we are unable to process your order and we could not find you a suitable replacement after contacting you.
We will be sorry to cancel your order with no refund in cases whereby we have completely prepared your order and we are unsuccessful to reach you or the recipient in a timely manner or we have attempted to make delivery more than 3 times within 48 hours.
We understand that in some circumstances you might request your order to be rescheduled, and we will do our best to accommodate your request. In cases where your order was not prepared yet, you will be able to reschedule the order for up to a maximum of 10 days. Otherwise, you will be able to reschedule your order for not more than 48hr later so that we can guarantee that the best quality products are delivered.
Please Note that all edible and brand items are excluded from this rescheduling option
If you are dissatisfied with our product quality and you wish to return the delivered items, please contact our customer care team through our platforms to schedule a pick-up within 48hrs of delivery.
Depending on the country in which the products were to be delivered, you will have up to 48 hours to return the product(s), Floward return policy will be in line with applicable laws of the country.
Please make sure that Items received are unopen, unworn, unused, and in the original packaging with the tags still attached. We do not currently offer exchanges; however, we do offer full refunds on eligible returns whereby the received product is damaged upon delivery.
We offer a 1-day return policy for jewelry and things that have been in contact with skin and perfume, which should be in its original, sealed condition.
After Floward receives the request and checks the quality of the product to be returned, you will receive an email confirming if your return request was approved and how long it will take to receive the refund.
*Please note that the following items are excluded from this return policy: flowers, underwear, beauty, grooming, earrings, candles, Software, video games, fresh produce, custom orders, and all edible items.
Terms and Conditions
These terms (as well as all documents referred to herein) specify the Terms and Conditions (the “Terms”) which will apply when an order (‘Order’) is placed from the products (the “Products”) referred to on the Floward (‘Floward’, ‘Our’, ‘us’, ‘we’) website or mobile application(s) (iPhone or Android) (the “Platforms”). Please read these terms carefully before ordering any of our Products.
If you have any questions concerning these Terms, please contact us before placing any Order.
If you do not agree to these Terms, then you may not use the Platforms.
Floward reserves the right to modify these Terms from time to time, at its sole discretion, without prior notice. You agree that each visit you make to the Platforms shall be subject to the then-current Terms and Conditions and Privacy Policy if applicable and continued use of the Platforms following modifications of these Terms confirms that you have read, accepted, and agreed to be bound by such modifications.
If you do not accept the notified changes you may continue to use the Platforms and the Service in accordance with the existing terms, but certain new features may not be available to you.
In the event you are a consumer, your legal rights will apply in addition to these Terms but will not replace them, unless there is a contradiction and the consumer rights are mandatory, then the consumer rights will prevail and apply.
In all the countries in which we operate, and in addition to consumer rights, all laws and regulations relating to e-commerce and electronic transactions, as well as any specific laws to our industry, issued by any governmental authority, shall together with these Terms be applicable, unless a contradiction arises between these Terms and any mandatory law or regulation amongst the aforementioned laws and regulations. In such case, the mandatory law or regulation will prevail and apply.
By setting up a Floward Account, you confirm your acknowledgement and acceptance of these Terms.
You must be 18 or over to accept these terms and use the platforms or its related services.
These terms also apply to all merchanting channels of the company and its affiliates including, but not limited to, the internet, telephone, catalog, radio, television, mobile device, social media and participating retail stores. By accessing any of the company merchandising channels, and any areas of the service, you agree to be legally bound, and to abide, by these terms. Please be aware that these terms contain a class action waiver that waive your right to a court hearing.
If you placed the Order in respect of Products to be delivered in Kingdom of Saudi Arabia then this contract shall be between you and Luxury Roses Trading Company incorporated in KSA under Unified National Number: 7008898889.
To become a user on the Platforms of Floward, it is required that you undertake to comply with the provisions of these Terms. By creating an account or ordering a Product using this system, you also agree to be bound by these Terms of Floward.
You are responsible for making all arrangements necessary for you to have access to the Platforms. You are also responsible for ensuring that all persons who access the Platforms are aware of these Terms and that they comply with them. By viewing, using, accessing, browsing, or submitting any content or material on the Platforms, you agree to these Terms as a binding legal agreement between you and Floward, without limitation or qualification. The term “you” or “You” shall refer to you and/or any person or entity, who views, uses, accesses, browses, or submits any content or material to the Platform, as well as you and/or any person who performs an actual order from your account by using the Platforms. Therefore, it is acknowledged and understood that you shall be responsible for the security of all credentials of your account including password and that you shall be responsible for paying for any Order placed from your account.
Once you have selected your Order from our Products you will be given the opportunity to submit your Order by clicking on “Checkout” button.
Please note it is important that you verify the accuracy of the information that you enter and correct any errors before clicking on the “Checkout” button since once you click on this input errors cannot be corrected. Upon receipt of your Order, you will receive a notification by email sent by us.
Floward will begin processing your Order and we will send a message on the final page that your Order has been received and sent successfully to the provided delivery address. You are responsible for paying for the Product(s) ordered using your account, and for related delivery charges, even if you have ordered the Products for someone else. If any payment made by you is not authorized or restricted for any reason, you will be automatically re-directed to the previous page on the Platforms and the Order will not be confirmed.
Our Products including but not limited to any and all Foods, beverages, Flowers, and Cosmetics and any other product available on the Platforms may contain pollen or other allergens other than those identified in the product description on the specific product pages. We urge customers with known allergies to exercise caution when ordering our products. Individuals with serious allergies should refrain from ordering products which may hazardous to their health. You hereby acknowledge and agree that you are aware that our Products may cause an allergic reaction and that under no circumstance shall we be considered liable for any allergic reaction which you or any third-party (including households pets) might incur following the placing of an Order of one or more of our Products.
During any Product delivery made by Floward, if you or the recipient have not provided any alternative address for delivery, then the Product ordered by you shall not be delivered anywhere else. Within the framework of such a case, you must accept all legal responsibilities arising from ordering Products to an invalid address.
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