Refund Policy

Last Updated: September 2026

At Wardeina, every order is prepared with care to ensure that flowers, cakes, chocolates, gifts, and personalized products reach the recipient in the best possible condition.

Because many Wardeina products are fresh, perishable, personalized, or made specifically for an individual order, replacements are available only in eligible circumstances.

1. When Is a Product Eligible for Replacement?

A replacement may be offered if the issue is attributable to Wardeina, including situations where:

The wrong product was delivered.
The product was significantly damaged before or during delivery.
A personalized product contains an error made by Wardeina compared with the details submitted in the confirmed order.
A major component of the delivered product is missing.
The product has a significant quality issue at the time of delivery.
The delivered product is materially different from the confirmed order without an appropriate substitution or prior arrangement.

Wardeina will review each reported issue before approving a replacement.

2. Reporting a Replacement Request

Customers should report any product-related issue to Wardeina Customer Support as soon as reasonably possible after delivery.

Please provide:

Order number
Clear photographs and/or video of the received product
Description of the issue
Photographs of the packaging where relevant

For perishable products, prompt reporting is particularly important because their condition can naturally change over time.

3. Replacement Is Not Available for Change of Mind

Replacement is not available simply because the sender or recipient changes their mind, dislikes a correctly supplied design, or decides they would prefer another product after the original product has been prepared.

If a customer requests cancellation due to a change of mind after the product has already been prepared or is ready, the applicable Wardeina Return, Refund & Cancellation Policy will apply.

4. Flowers & Natural Variations

Fresh flowers are natural products. Differences in shade, size, shape, bloom stage, arrangement, and other natural characteristics may occur.

Flower availability can also vary according to season and local market availability.

Where a particular flower, foliage, wrapping material, or decorative element is unavailable, Wardeina may make a reasonable substitution while seeking to maintain the overall:

Style
Color theme
Quality
Value
Presentation of the arrangement

Minor variations or reasonable substitutions do not automatically qualify a product for replacement.

However, if the flowers arrive significantly damaged or in an unacceptable condition attributable to Wardeina or the delivery process, the customer may request a review.

5. Cakes & Handmade Products

Wardeina cakes and many gift products are prepared and decorated by hand.

Therefore, minor differences may occur in:

Color shades
Decoration placement
Piping and finishing
Artwork positioning
Chocolate or topping placement
Overall handmade appearance

Minor handmade variations from website photographs are not considered defects provided that the overall product reasonably corresponds to the ordered design.

A replacement may be considered where there is a significant error, damage, or material difference attributable to Wardeina.

6. Personalized & Customized Products

Customers are responsible for checking all names, messages, dates, photographs, numbers, and other personalization details before submitting an order.

If Wardeina prepares the product according to the information provided by the customer, replacement will not normally be available for an error contained in the information submitted by the customer.

If Wardeina makes an error while reproducing the correctly submitted personalization information, the product may be eligible for replacement after verification.

7. Incorrect Delivery Information

The sender/customer is responsible for providing the correct:

Recipient name
Mobile number
Delivery address/location
Delivery instructions where required

A product will not normally qualify for free replacement if delivery fails or the product deteriorates because the information supplied by the customer was incorrect or incomplete, the recipient could not be contacted, or the recipient was unavailable to receive the order.

If the product has already been prepared and the intended event or occasion passes because Wardeina was unable to contact the recipient using the information supplied, responsibility for the resulting product condition or missed occasion remains with the sender/customer, provided Wardeina made reasonable efforts to complete the delivery.

8. Delayed Delivery of Perishable Products

If delivery cannot be completed because of recipient unavailability, incorrect customer-provided information, restricted access, or another circumstance outside Wardeina’s reasonable control, perishable products may naturally deteriorate over time.

The customer may request another delivery attempt where reasonably possible and may be required to pay an additional delivery charge.

If the customer asks Wardeina to deliver the original prepared product, it may be delivered in its then-current condition where reasonably safe and lawful to do so.

Wardeina cannot guarantee the original freshness, appearance, or quality of a perishable product after such a customer-caused delivery delay.

9. Replacement Product

When a replacement is approved, Wardeina will normally attempt to provide the same product originally ordered.

If the exact product, flowers, ingredients, or materials are unavailable, Wardeina may offer:

A comparable replacement of similar value and style;
An alternative product agreed with the customer; or
Another appropriate resolution.

Availability may depend on fresh stock, production capacity, delivery location, and the timing of the request.

10. Replacement Delivery

When a replacement is approved because of a verified error attributable to Wardeina, the customer will not be charged an additional delivery fee for the replacement.

If additional delivery is required because of incorrect information supplied by the customer, recipient unavailability, a requested address change, or another circumstance outside Wardeina’s control, an additional delivery fee may apply.

11. Original Product

Wardeina may request photographs, videos, or other reasonable evidence before approving a replacement.

Depending on the nature of the product and issue, Wardeina may also request that the affected non-perishable product be returned or made available for collection where appropriate.

Customers should not dispose of a product that is the subject of a complaint until Wardeina has had a reasonable opportunity to review the reported issue, unless keeping the product would be unsafe or unreasonable.

12. Refund Instead of Replacement

In some cases, replacement may not be practical because of product availability, timing, the nature of the occasion, or another operational reason.

Where appropriate, Wardeina may instead offer another remedy such as store credit, a partial refund, or a full refund in accordance with the applicable Wardeina refund policy and Saudi Arabian consumer requirements.