Refund policy

At Awan Elsaada Flowers, we carefully prepare every order. If something is wrong with your flowers or gifts, please contact us so we can help.

This policy applies to orders delivered within Egypt. Nothing in this policy limits your rights under applicable Egyptian consumer protection law.

Fresh Flowers and Personalized Arrangements

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

This does not affect your rights if your order arrives defective, damaged, incorrect, or materially different from the agreed description.

Flowers naturally vary in shade, size, shape, arrangement, and stage of opening. Minor natural variations are expected and are not normally considered defects. However, this does not excuse a material difference in the quality, condition, or contents of your order.

Damaged, Defective, Incorrect, or Materially Different Items

If your order arrives defective, damaged, incorrect, or materially different from its description, please contact Awan Elsaada Flowers within 14 days of delivery.

Please provide:

- Your order number or proof of purchase

- A description of the issue

- Photographs of the flowers, gift, packaging, or affected item where available

For fresh flowers and other perishable products, we strongly recommend reporting quality or condition issues as soon as possible after delivery, preferably on the same day, because their condition can naturally change over time.

Where the issue is confirmed, we will provide an appropriate replacement or refund, including applicable return or replacement delivery costs, in accordance with your legal rights.

The 14-day reporting period does not limit any additional rights you may have under applicable Egyptian consumer protection law.

Missing Items

If any item included in your order is missing, please contact us as soon as possible after delivery.

Provide your order number and details of the missing item. Where confirmed, we will arrange an appropriate replacement or refund for the missing item without additional cost to you.

Non-Perishable Gifts and Accessories

Eligible non-perishable and non-personalized gifts and accessories may be returned within 14 days of delivery, subject to applicable Egyptian consumer protection law.

For change-of-mind returns, items should be unused, in their original condition, and include their original packaging and accessories. Proof of purchase may be required.

These conditions do not prevent claims relating to defective, damaged, or incorrectly supplied products.

Discounted or promotional products are not automatically excluded from applicable consumer rights.

Requesting a Return or Refund

Before sending or bringing an item back, please contact us:

Email: Awanelsaada@gmail.com

Phone: +20 110 253 1200

Please provide your order details and explain the reason for your return or refund request.

We will review your request and explain the appropriate return, replacement, or refund procedure.

Return Address:

Awan Elsaada Flowers

Avenue Mall, Rehab 2

New Cairo, Egypt

Any applicable return costs will be communicated in advance and handled in accordance with applicable law.

Where an item is confirmed to be defective, damaged, incorrect, or materially different from what was ordered, Awan Elsaada Flowers will cover necessary return or replacement delivery costs where required.

Changes and Cancellations

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

The available options will depend on the status of your order, including whether:

- Preparation has already started

- The arrangement has been personalized or made specifically for you

- The order has already been dispatched or is out for delivery

Because fresh flowers and personalized arrangements are prepared specifically for individual orders, cancellation may not always be possible once preparation has started.

Any cancellation restrictions remain subject to applicable Egyptian law.

If we are unable to fulfil your order and you do not accept an offered alternative, we will refund the unfulfilled items and any related delivery charges that no longer apply.

Refunds

Once your request has been reviewed, we will confirm whether a refund, replacement, or other appropriate resolution applies.

Approved refunds will normally be issued using the original payment method, unless another lawful method is agreed with you.

Refunds will be processed within the time limits required under applicable Egyptian law.

Please note that your bank, card issuer, or payment provider may require additional processing time before the refunded amount appears in your account.