Returns & Exchanges Policy

Returns & Exchanges Policy

Last updated: June 2026

Welcome to Rooh Alarjwan Establishment. We are committed to providing quality products and services and clear returns and exchanges procedures. This policy applies without limiting consumers’ statutory rights under the laws and regulations of the Kingdom of Saudi Arabia.


1. Exchanges

Customers may request an exchange for eligible products within 7 days of receiving their order, subject to the following conditions:

  • The product must be unused, undamaged and in its original condition, with its original packaging and accessories where applicable.
  • An order number or proof of purchase must be provided.
  • The product may be inspected to confirm its condition and eligibility for exchange.
  • We cover exchange-related shipping costs when the exchange results from our error or a product defect.
  • For a change-of-mind exchange where there is no error or defect, the customer covers the related shipping costs. These costs will be explained before proceeding.

2. Returns & Refunds

Customers may request a return for eligible products within 7 days of receipt, provided that:

  • The product has not been used or benefited from and remains in its original condition.
  • An order number or proof of purchase is provided.
  • The product is returned with its accessories and original packaging, where applicable, so its condition can be verified.

Once the return is approved, the product is received and the applicable conditions are verified, the refund will be issued through the original payment method wherever possible. The time required for the refund to appear depends on the bank or payment provider. The expected timeframe will be explained when the return is processed.

We cover return shipping costs resulting from our error or a product defect. For other eligible change-of-mind returns, the customer covers return shipping costs unless otherwise agreed.


3. Special Products & Custom Orders

Products made or personalised according to a customer’s requirements may be excluded from change-of-mind returns or exchanges. Examples include gift packages, Dazzah arrangements and designs made using customer-approved names, colours, sizes or other specifications.

Flowers, perishable products and services tied to an occasion date are handled according to applicable legal requirements and the terms explained before the order is confirmed.

Damage caused by improper use, storage or care after receipt is not covered by this policy.

These exclusions do not remove the customer’s rights where a defect, an error on our part or a failure to meet agreed specifications is established, and do not override statutory consumer rights.


4. Damaged, Incomplete or Incorrect Products

If your order arrives damaged, incomplete or different from what you ordered, please contact us as soon as you discover the issue, preferably within 24 hours of receipt, and provide:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the product and packaging, where possible.

Prompt reporting helps document the product’s condition, particularly for flowers and perishable items. Reporting after 24 hours does not, by itself, remove statutory rights.

We will review the case and contact you to arrange an appropriate resolution, which may include a replacement, supplying missing items or a refund, depending on the circumstances and applicable rights.


5. Order Cancellations

  • You may request cancellation before preparation or fulfilment begins.
  • For custom orders, cancellation terms and the stage at which work begins will be explained before the order is confirmed.
  • If work on a custom order has started, cancellation options and their consequences will be reviewed according to the nature of the order, the agreed terms and applicable legal requirements.
  • Starting work does not remove the customer’s applicable rights in cases involving our error or failure to meet agreed specifications or delivery commitments.

6. Requests & Contact Details

To request an exchange, return or cancellation, contact customer service with your order number and the reason for your request. We will review the details and explain the next steps before you send the product back.

Rooh Alarjwan Establishment aims to handle customer requests clearly and carefully, protecting all parties’ rights in accordance with the laws and regulations of the Kingdom of Saudi Arabia.