Return and Refund Policy

At Awan Elsaada Flowers, we carefully prepare every bouquet and arrangement. If something is wrong with your order, please contact us so we can help.

This policy applies to orders delivered within Egypt and does not limit your rights under applicable Egyptian consumer protection law.

Fresh Flowers and Custom Arrangements

Fresh flowers are perishable, and personalized arrangements are prepared specifically for your order. We therefore do not normally accept change-of-mind returns or exchanges for these items, except where required by law.

This does not affect your rights if your order arrives damaged, is incorrect, or does not match the agreed description.

Flowers naturally vary in shade, size, shape, and stage of opening. Minor natural differences from photographs are expected, but they do not excuse a material difference in the quality or contents of your order.

Damaged, Incorrect, or Unsatisfactory Orders

Please inspect your order when it arrives. If you notice damaged flowers, missing items, an incorrect arrangement, or another quality issue, contact us as soon as possible—ideally on the day of delivery—so we can assess the condition while the flowers are still fresh.

Please provide:

Your order number or proof of purchase.
A brief description of the issue.
Clear photographs of the arrangement and packaging, where available.

Prompt reporting and photographs help us investigate, but they do not replace or shorten your statutory rights.

Where the order is defective, incorrect, or does not match the agreed description, we will arrange the appropriate replacement or refund in accordance with your legal rights, without additional cost to you.

Non-Perishable Gifts and Accessories

For eligible non-perishable, non-personalized items, we offer a 30-day return period from the date of receipt.

For a change-of-mind return, the item must be unused, in its original condition, and include its original packaging and any supplied accessories. Please provide your receipt, order number, or other proof of purchase.

These condition requirements do not prevent claims relating to faulty or incorrectly supplied items. Sale items are not automatically excluded from your applicable return or refund rights.

How to Request a Return

Email us at Awanelsaada@gmail.com with your order details.

Please contact us before sending or bringing an item back so we can provide the appropriate return address or arrange collection where applicable. Any return costs will be explained in advance and handled in accordance with applicable law.

You will not be charged return or replacement delivery costs where the issue is due to a defective, damaged, or incorrectly supplied item.

Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible.

Our ability to accommodate changes may depend on whether preparation has started, whether the arrangement is personalized, and whether the order has been dispatched. We will explain the available options and any applicable conditions, subject to your legal rights.

If we cannot fulfil your order and you do not accept an alternative, we will refund the amount paid for the unfulfilled items and any related delivery charges that no longer apply.

Refunds

We will confirm the outcome of your request and explain the refund amount and next steps.

Refunds will normally be issued using the original payment method, unless another lawful method is agreed with you. We will process refunds within the time limits required by applicable Egyptian law; our internal review process will not extend those deadlines.

Your bank or payment provider may take additional time to display the credit in your account. If you have not received an expected refund, contact us so we can help trace it.