Last updated: 16 October 2026

Returns & Refund Policy

At OnlyRoses KSA we take great pride in the quality of every arrangement we create. Because our products are handcrafted and, in the case of fresh roses, perishable by nature, our returns and refund policy reflects the care and preparation that goes into each order.

OnlyRoses KSA is the trading name of Luqah Company For Flowers (شركة لقاح للزهور شخص واحد), a single-person company registered in the Kingdom of Saudi Arabia under Commercial Registration No. 1010941532, with its registered office at Riyadh, King Saud University, Al Shaikh Hassan ibn Abdullah Al Shaikh. References in this policy to “OnlyRoses”, “we”, “us”, and “our” mean Luqah Company For Flowers trading as OnlyRoses KSA.

Please read this policy carefully before placing your order. It forms part of our Terms of Service and should be read alongside our Shipping & Delivery Policy. This policy is governed by the laws of the Kingdom of Saudi Arabia, including the Consumer Protection Law (Royal Decree No. M/4 of 1436H / 2014) and the E-Commerce Law (Royal Decree No. M/126 of 1440H / 2019) and its Implementing Regulations.

1. Scope & Definitions

This Returns & Refund Policy applies to all purchases made from OnlyRoses KSA, whether in-store at our Riyadh boutique, by phone or WhatsApp, through our website, or via delivery to a destination within the Kingdom of Saudi Arabia.

Our returns approach differs depending on which product family you have purchased:

2. Orders, Substitutions & Presentation

Our products are handcrafted and may vary slightly from photographs shown online or in our marketing materials, due to seasonality and the artisanal nature of preparation.

If a specific component is unavailable at the time of order fulfilment, we may propose the closest alternative of equal or higher value. Wherever feasible, we will contact you before substituting any element of your order.

3. Cancellations & Order Changes

Because our floral work often begins immediately upon receipt of an order, cancellation rights vary by order type:

Same-day or imminent delivery orders: changes or cancellations must be requested as early as possible and may not be possible once preparation has started.

Custom and bespoke orders (including large-quantity, corporate, and event orders): may require advance notice to cancel or materially change. We will confirm the latest cancellation window at the time of order.

4. Classic Roses — No Returns Once Released

All Classic Roses arrangements are custom-made on request and are non-returnable. Once an arrangement has been sold and collected from our boutique or delivered to the recipient's address, it cannot be returned or refunded for change-of-mind reasons.

This is consistent with Article 17 of the Implementing Regulations of the E-Commerce Law, which exempts products that are custom-made to consumer specifications from the seven-day right of return. Your statutory rights in the event of a defective or non-conforming product are preserved in full — see Section 6 below.

5. Infinite Roses® — Seven-Day Right of Return

In line with the E-Commerce Law, you may return Infinite Roses® within seven (7) days of delivery or collection and receive a full refund of the product price to your original payment method, provided that the following conditions are met:

• The return is requested within seven (7) days of delivery or collection, by WhatsApp, email, or in person at our boutique.
• The product has not been used and is undamaged.
• The original receipt or order confirmation is provided.
• The item is returned in its original packaging.

Infinite Roses® made to your own specifications (for example, personalised or bespoke designs) are custom-made and are exempt from this right of return, as permitted by the Implementing Regulations of the E-Commerce Law.

If you prefer, we can exchange your Infinite Roses® for an arrangement in a different colour or configuration instead. Where the exchange involves a price difference, the difference will be charged or credited as part of the exchange transaction. All applicable taxes (including VAT at the prevailing rate of 15%) are recalculated based on the final value.

6. Quality Guarantee & Defective Orders

We always aim for exceptional quality. If there is a genuine issue with your order, we will make it right in line with Saudi Arabia's Consumer Protection Law and the Implementing Regulations of the E-Commerce Law.

If your order arrives damaged, wilted, or incorrect:

Please contact OnlyRoses KSA as soon as possible — within 24 hours of delivery or collection for Classic Roses, or within five (5) days for Infinite Roses® — with:

• Your order number or receipt.
• Clear photos or video of the product and its packaging.

Prompt notification helps us preserve evidence of the issue, given the perishable nature of fresh flowers. If verified, we will replace the product (in full or in part) at no cost, usually within 24 hours.

Where Saudi law entitles you to a refund — for example, if a product is defective or does not conform to the order and cannot be replaced — we will refund the price, including any delivery fee, to your original payment method.

6a. Classic Roses — Five-Day Vase Life Guarantee

OnlyRoses KSA guarantees a vase life of five (5) days from delivery for Classic Roses, provided that the following care instructions are followed:

• A clean vase with fresh, cool water (changed regularly).
• Stems trimmed at an angle on receipt.
• Indoor placement away from direct sunlight, heat sources, and air-conditioning drafts.

If your Classic Roses do not meet this expectation due to a quality issue present at the time of sale, please contact us within 24 hours of noticing the issue and within five (5) days of delivery, with photographs and your receipt. We may request to inspect the product (or the remaining stems) and will replace your Classic Roses at no cost, or refund them where Saudi law entitles you to a refund.

6b. Infinite Roses® — One-Year Guarantee

Infinite Roses® are guaranteed for one year and last much longer when kept indoors and cared for as set out in our Rose Care Guide:

• Keep dry and avoid humidity.
• Avoid direct sunlight.
• Do not water.
• Handle gently and dust lightly when needed.

Longevity can vary based on the surrounding environment and handling. Some natural fading and softening of tone over time is normal and is not considered a defect.

7. Non-Returnable & Non-Exchangeable Items

Unless the item is defective at the time of delivery or collection, the following are not eligible for return or exchange:

• Items damaged due to misuse, improper storage, or accidents occurring after handover.
• Accessories or gifts where hygiene or packaging integrity has been compromised.
• Products that are custom-made to specific consumer specifications, as exempted under Article 17 of the Implementing Regulations of the E-Commerce Law.

8. Delivery, Acceptance & Responsibility After Handover

Title and risk in the goods transfer to the customer at the moment of in-store collection or successful delivery and acceptance at the delivery address.

We aim to deliver every order within the timeframe communicated at the point of order. Where the delivery is delayed by no more than six (6) hours beyond the estimated timeframe, this is not, on its own, a basis to refund the entire order value; however, the delivery fee will be refunded in such cases. For longer delays, your statutory rights under Article 17 of the Implementing Regulations of the E-Commerce Law — including the right to terminate the agreement and obtain a full refund where delivery is delayed by more than fifteen (15) days from the agreed date (force majeure excepted) — are preserved in full.

If delivery is left at a location at the customer's or recipient's express instruction (for example, with a concierge, security desk, or unattended at a doorstep), OnlyRoses KSA is not responsible for deterioration caused by heat, exposure, or delay after drop-off.

For delivery issues such as no answer at the address, an incorrect address, or access restrictions, we will attempt to coordinate redelivery; redelivery fees may apply.

9. How to Request a Return, Replacement or Exchange, or Make a Complaint

Please contact OnlyRoses Customer Care via WhatsApp, email, or in person at our Riyadh boutique, with the following information:

• Your order number or receipt.
• The date and time of delivery or pickup.
• Photos or video of the product, where relevant.
• Your request (return, replacement, or exchange).

If you are not satisfied with our response, you may escalate the matter to the Saudi Ministry of Commerce via the toll-free hotline 1900, the Balagh ("Commercial Violation Report") application, or the Ministry's official channels.

10. Your Statutory Rights

Nothing in this policy limits or excludes your statutory rights as a consumer under the laws of the Kingdom of Saudi Arabia, including the Consumer Protection Law (Royal Decree No. M/4 of 2014), the E-Commerce Law (Royal Decree No. M/126 of 2019) and its Implementing Regulations, and the Anti-Commercial Fraud Law. If a product is defective, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund regardless of the terms above. If this English version and the Arabic version of this policy conflict, the Arabic version shall prevail to the extent required by Saudi law.

This Returns & Refund Policy was last updated on 16 October 2026 and forms part of our Terms of Service. Nothing in this policy affects your statutory rights as a consumer under the laws of the Kingdom of Saudi Arabia. OnlyRoses KSA is a trading name of Luqah Company For Flowers (شركة لقاح للزهور شخص واحد), a single-person company registered in the Kingdom of Saudi Arabia, with its registered office at Riyadh, King Saud University, Al Shaikh Hassan ibn Abdullah Al Shaikh. Commercial Registration No. 1010941532. VAT Registration No. 3119035673. © 2026 OnlyRoses KSA. All rights reserved.