Refund policy
Our promise
We want every Yaward.net customer to be fully happy with their order. If something goes wrong, we'll work with you to make it right — quickly and fairly.
Before you request a refund
A quick note on what's normal vs what isn't:
Bouquets may vary slightly from product photos due to seasonal availability, regional differences in florist assortment, and the fact that flowers are delivered in bud (they open over the next 1–2 days). This is normal and not grounds for a refund.
A small card and light packaging are included in every bouquet price. Premium cellophane and exclusive cards are available as paid add-ons.
Vases are not included unless added separately on the product page.
If your order matches the description and add-ons you selected but you simply expected something different from the photo, this generally isn't refund-eligible. See our Terms & Conditions for the full substitution policy.
If there's a genuine problem (damage, wrong order, missed delivery), please continue below.
Returns on perishable items
Because flowers, chocolates, and similar gift items are perishable, we cannot accept returns once they've been delivered. This is in line with standard regulations for distance contracts on perishable goods.
What this means: you can't return a delivered bouquet for a refund. But if there's a problem with the order — damage, wrong item, missed delivery — we have other ways to fix it (see below).
When you can get a refund
You may be eligible for a partial or full refund in these situations:
The flowers arrived damaged or in poor condition not consistent with the product photos
The wrong order was delivered (different bouquet from what you ordered)
The order was not delivered despite correct address and contact details being provided, and the recipient being available to receive it
A delivery failure caused by us or the florist (not by incorrect customer-provided information)
In these cases, contact us promptly with a photo of the bouquet (where applicable) and your order number.
How to request a refund
Contact us via WhatsApp or use the chat icon on any page
Select "complaint" as the topic
Share your order number
Include a photo of what was delivered (for damage or wrong-item claims)
Briefly describe the issue
We'll review and respond — typically within hours during business time, and within 24 hours otherwise.
Resolution options
Depending on the situation, we may offer:
Redelivery of fresh flowers (most common for damaged orders)
Partial refund if the order was substantially as described but had minor issues
Full refund if the order failed completely or was undeliverable through our fault
Store credit for future orders
We'll discuss options with you and choose what works best for your situation.
Refund processing time
Once a refund is approved, it's processed within 2 to 5 business days, depending on your bank. Refunds are returned to the original payment method used at checkout.
Cancelling or changing an order
You can cancel any order before the florist has begun preparing it. Changes require at least 24 hours' notice (48 hours during major holidays, 72 hours for large or custom orders, including funeral arrangements).
To cancel or change an order, contact us. Have your order number ready.
For full cancellation and change terms, see our Terms & Conditions.
When refunds aren't available
We're unable to refund in these cases:
The recipient was unavailable at the agreed delivery time, and delivery was attempted as scheduled
Incorrect address or contact information was provided at checkout
Flowers were left at a door (per customer request) and subsequently stolen or damaged
The order was delivered as described, but the customer changed their mind
If you're unsure whether your situation qualifies for a refund, just contact us — we're happy to talk it through.
Contact us
WhatsApp: +20 107 079 6800
Email: support@yaward.net
Chat: use the icon on any page
We respond in Arabic and English, 24/7.