Refund, Cancellation, and Return Policy 

Compensation and Refund Policy

We guarantee 100% customer satisfaction!

· 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:
o Refunds are processed within 72 hours.
o 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.
· Branded & Edible Items: All branded items (e.g., Patchi chocolates, perfumes) and edible items (cakes, tarts, etc.) are non-refundable and non-returnable due to their nature.

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.
· Edible and branded items are non-cancellable as they are prepared in advance.

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 three 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 preparation begins.
· Once preparation has begun, rescheduling is limited to 48 hours to ensure product quality.
· Edible and branded items 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.

We will reschedule the delivery for the nearest available time slot. Additional charges will apply as follows:
o An extra 10% of the flower order value.
o A new delivery fee is 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, a full refund will be issued.
· 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 Gold and 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 150). Customers will be informed before processing.
· Outside Listed Areas: We deliver to the cities listed on our website. For nearby areas outside the listed coverage, additional delivery fees may apply, confirmed before processing.
· 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 apply when placing an order on Flowrista’s website or mobile apps.
· 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

· Ensure order details are accurate before checkout, as errors cannot be corrected afterward.
· You will receive a confirmation email.
· 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: In rare cases of unavailability, Flowrista may substitute with items of equal or higher value, ensuring design quality.

Fresh Product Substitution

Certain fresh products placed next to flowers (such as cakes) may be substituted depending on vendor availability. In such cases:
· Customers have the right to choose from available alternatives of equal, higher, or lower value.
· 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.

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.