Refund, Cancellation, and Return Policy

Compensation and Refund Policy

We guarantee 100% customer satisfaction!

The shapes, colors, and sizes may vary depending on the season and availability. We always strive to provide a similar product that maintains the same level of quality and aesthetic value.

• If you're unhappy with your flower arrangement, we'll provide a replacement.
• Alternatively, you may receive a partial refund as a Flowrista credit, valid for 12 months.
• Compensation may be provided depending on the conditions involved.

Complaint Process

• Contact Flowrista Customer Care within 6 hours of delivery.
• You may be asked to provide a photo to help resolve the matter.
• Orders delayed by over 4 hours beyond the timeslot are eligible for assistance, except for delays beyond our control.

Refund Conditions

• Incorrect recipient details will void refund/compensation claims.
• Flowrista is not responsible if the recipient refuses delivery.
• Refunds to bank cards will be processed via the original payment method, subject to bank timelines:
  • Refunds are processed within 72 hours.
  • Bank processing times may take 7 to 14 working days.
• Seasonal Pricing: Prices may change during peak seasons (e.g., Valentine's Day, Mother's Day, Christmas) due to higher flower quality, imported varieties, and exchange rate fluctuations.

Recipient Refusal

• If a customer places an order and the recipient refuses to receive it, the customer has the option to receive the order personally, subject to additional delivery fees.
• If the customer chooses to cancel the order instead and agrees to the cancellation, 20% of the order amount will be credited to their wallet for use on future purchases.

Non-Cancelable Orders

• Orders cannot be canceled or refunded due to flower count or quantity discrepancies, provided this information is clearly stated in the product description.
• Cancellations are not accepted for food products or made-to-order (pre-order) items, such as chocolates, cakes, and baked goods, after the order has been confirmed.

Cancellation Policy

Customer Cancellations

• Customers have the right to cancel their order within 30 minutes of placing it. After this time, the order will be processed and can no longer be canceled.
• Orders canceled 24+ hours before the delivery slot or refused before preparation may be eligible for a full refund. However, once preparation begins, cancellation may not be possible due to our nationwide network ensuring timely deliveries.
• Food products and pre-prepared items cannot be canceled.

Flowrista Cancellations

• In rare cases, Flowrista may cancel orders due to delivery issues, unavailability, or inability to process. A full refund will be issued at our discretion. However, no refund will be given if the order is fully prepared and we fail to reach you or the recipient after two delivery attempts within 48 hours.

Contract Termination: If a contract is terminated without valid reasons, the second party must pay the full contract value unless the first party is notified at least 3 months in advance.

Rescheduling Orders

Rescheduling is available under the following conditions:

• Orders may be rescheduled up to 10 days before the preparation date. Requests for rescheduling must be submitted at least 24 hours before the scheduled preparation time.
• Once preparation has begun, rescheduling is limited to 48 hours to ensure product quality.
• Food products cannot be rescheduled.

Rescheduling Due to Delivery Issues:

• The customer changes the delivery location after dispatch, and the new location is not accessible by the driver.
• The recipient refuses to receive the order.
• The customer or recipient cannot be reached at the time of delivery.

In such cases, we will reschedule the delivery for the nearest available time slot, and a new delivery fee will be applied based on the updated location.

Note: It is the customer's responsibility to ensure accurate delivery details and availability to avoid additional fees.

Return Policy

If you faced any issue, please contact customer care within 6 hours to schedule a return or exchange.

At Flowrista, we include complimentary gift items with many of our flower arrangements. If you are unsatisfied with a gift item, we are happy to offer a replacement under the following conditions:

• The item must be sealed, unopened, and returned for inspection.
• If the product is found to be damaged upon delivery, the customer is entitled to a full refund of the product value or a replacement with a similar product, subject to evaluation and the availability of alternatives.
• Replacements or refunds will only be processed after the item has been inspected.

Note: Perishable items such as chocolates, flowers, cakes, tarts, fresh and custom-made orders are not eligible for return or exchange as per CPA regulations. Exchange is only accepted if:

• The product is visibly damaged upon delivery.
• The product does not match the agreed specifications.

For Silver products:

• Returns or exchanges are subject to a product inspection, which may require 5 to 10 business days to complete.
• A deduction of 10% will be applied to the refund to cover associated inspection and processing fees.

Delivery Policy

• Within Greater Cairo: Some areas may require an additional delivery fee (up to EGP 200). Customers will be informed before processing.
• Outside the listed cities: We deliver only to the cities mentioned on our website. Nearby areas outside our delivery coverage may be subject to additional delivery fees, or the customer may choose to collect the order from within the specified delivery area.
• Delivery Attempts: If delivery fails after 3 attempts within 48 hours, the order will be considered fulfilled, and no refund will be issued.
• Cancellations Linked to Delivery: If a cancellation is requested more than 30 minutes after placing the order, 20% of the order value will be refunded to the Flowrista Wallet.

Terms and Conditions

• These terms and conditions apply to all orders placed through the Flowrista website or applications, or through communication with our customer service team.
• By creating an account or placing an order, you confirm acceptance of these terms.
• Please read them carefully before ordering. If you have questions, contact us before placing an order. If you do not agree, do not use the Platforms.
• Flowrista may update these Terms at any time without notice. Continued use after updates confirms your acceptance.
• Egyptian e-commerce laws apply alongside these Terms. In case of a conflict, mandatory laws will prevail.
• By creating a Flowrista account, you confirm acceptance of these Terms.
• You must be 18+ to use our services.
• These Terms apply to all sales channels, including online, phone, and retail stores.

Note: These Terms include a class action waiver, waiving your right to a court hearing.

Who We Are

• If you place an order for delivery in Egypt, your contract is with Flowrista.

Your Account

• By creating an account or placing an order, you agree to Flowrista's Terms.
• Customers agree to keep account details secure.
• Flowrista is not liable for unauthorized access.

Your Order

• Please verify the accuracy of your order details before payment. Incorrect information may result in delays in delivery or rescheduling to the next available delivery time slot.
• Upon order confirmation, a confirmation message will be sent via email and WhatsApp, including all order details and relevant information.
• Payment must be authorized, or the order will not be confirmed.
• Customer Responsibility: Customers must ensure that order details, recipient details, and delivery addresses are correct. Flowrista is not responsible for errors caused by inaccurate information provided.

Additional Policies

• Allergy Warning: Products may contain allergens not listed. Flowrista is not liable for allergic reactions.
• Product Substitution: If the product is unavailable, the customer will be notified and contacted to arrange a replacement with a similar product or one of higher value while maintaining the same quality standards. If the customer does not respond within a reasonable timeframe or cannot be reached, this may result in the order being rescheduled.

Fresh Product Substitution

Some fresh products accompanying the flowers (such as cakes, chocolates, and baked goods) may be replaced depending on their availability from the supplier. In such cases, a similar product of equal quality and value will be provided:

• Customers have the right to choose available alternatives of equal, higher, or lower value, or wait until the product becomes available.
• If the chosen alternative is of higher value, the customer will pay the price difference.
• If it is of lower value, Flowrista will refund the difference.
• Orders are not eligible for cancellation or refund if more than 30 minutes have passed since placing the order.

• Loss & Damage: Flowrista does not insure shipments.
• Digital Content Ownership: All images, designs, and content belong to Flowrista. No copying/reuse without permission.
• Fraudulent Orders: Flowrista may cancel/block orders suspected of fraud or misuse.

Governing Law

• Governed by Egyptian law; disputes handled in Egyptian courts.
• Legal Jurisdiction: All disputes will be settled under Egyptian law and within Egyptian courts exclusively.

Circumstances Outside Our Control

• Flowrista is not liable for delays or failures due to external events such as natural disasters, wars, strikes, or infrastructure failures.
• Affected obligations will be suspended, and orders may be canceled.
• Force Majeure: Flowrista is not liable for delays or cancellations caused by external events beyond its control (e.g., natural disasters, strikes, wars, government restrictions).

Updates to Terms

• Flowrista reserves the right to update or amend these terms at any time without prior notice. Continued use of the platform implies acceptance of updated terms.

General Limitation of Liability

• Flowrista's total liability for products is limited to their purchase value.
• Losses must be reported within seven days.
• Flowrista is not responsible for business losses, interruptions, or indirect damages.
• The Platforms are provided "as is," without warranties of uninterrupted service or protection from harmful components.
• Products displayed on the Platform are offered by independent third-party sellers. Each seller acknowledges and assumes full legal responsibility for all products listed or sold through the Platform, including, without limitation, product quality, safety, compliance with advertised specifications, and fitness for their intended purpose.

The Platform's role is strictly limited to acting as a technical intermediary that provides an electronic environment for listing products and facilitating purchase transactions between sellers and users. The Platform is not a party to any sales contract concluded between the seller and the buyer. Accordingly, the Platform shall not be liable for any claims, damages, losses, liabilities, or disputes arising directly or indirectly from the products sold by sellers or from the use of such products.

Indemnification

• Users agree to indemnify Flowrista and its affiliates against losses, damages, and legal fees arising from violations of these Terms, wrongful conduct, or infringement of intellectual property rights.

Disclaimer

• All content, products, and services on the Platforms are provided "as is" without warranties of any kind.
• Flowrista disclaims all implied warranties, including merchantability, fitness for purpose, and freedom from viruses.

Data Protection

• Personal data is processed in accordance with Flowrista's Privacy Policy.
• Data & Privacy: Customers agree that Flowrista may process personal data in line with its Privacy Policy and applicable Egyptian e-commerce and data protection laws.