Refund and Returns Policy

Refund & Returns Policy

Wardeina · wardeina.com · Commercial Registration No. 1010952202

At Wardeina, every order is prepared fresh and made to order. What you can change, cancel or claim depends on where your order is in our process. Find your stage below.

Stage 1 — Order placed, not yet in preparation

You can cancel or modify your order freely at this stage, with a full refund and no charge.

This applies until our team begins preparing your order — generally at least 4 hours before your scheduled delivery time.

To cancel or change your order, message us on WhatsApp at +966 59 810 2559 with your order number.

Stage 2 — In preparation

Once our florists or bakers have begun your order, flowers, ingredients and labour are committed to it and cannot be reused.

If you change your mind at this stage, a 50% refund applies. The remaining 50% covers materials and work already carried out.

Express and same-day orders enter preparation immediately on confirmation and cannot be cancelled or modified.

Custom, personalised and tiered items cannot be cancelled once preparation begins, as they cannot be resold.

Stage 3 — Out for delivery

Orders cannot be cancelled once dispatched.

No address needed. You provide the recipient’s mobile number at checkout, and we contact them directly to confirm their address and a delivery window. You never have to ask, and the surprise stays intact.

We aim to confirm with the recipient within 2 hours of your order. Where we cannot reach them before your selected delivery window, the order moves to the next available slot and we will notify you.

Where the recipient prefers not to share their address with us, we will contact you to arrange an alternative.

If the recipient cannot be reached, we attempt contact by call and WhatsApp. Where we receive no response and cannot confirm an address, we notify you and hold the order for the day.

Because our products are perishable, they cannot be held overnight. Redelivery is subject to availability and charged at the standard delivery rate.

No refund is available where delivery could not be completed because the recipient did not respond to our contact attempts, provided an incorrect address, was unavailable at the confirmed window, or declined the delivery.

Where the mobile number provided at checkout is incorrect or unreachable, the order is treated as a failed delivery under the same terms.

Stage 4 — Delivered

If your order arrives damaged, defective or incorrect, contact us with photographs or video of both the product and its packaging:

Fresh flowers and plants: within 2 hours of delivery
Cakes and food items: within 6 hours of delivery

Once verified, you choose one of the following:

A replacement, delivered at no charge
Your order kept, plus a complimentary gift from us
A full refund of the product value

Fresh flowers, plants and cakes cannot be physically returned once delivered in good condition, as they are perishable and made to order.

Non-perishable items such as vases, keepsakes and unopened accessories may be returned within 24 hours of receipt, unused and in their original packaging. Return shipping is at the customer’s cost unless the item was damaged or incorrect.

Damage occurring after delivery — through handling, transport by the recipient, or storage outside refrigeration — is not covered. A replacement can be arranged at product cost plus delivery.