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Exchange & Refund Policy – Naseem

At Naseem, we place great importance on your experience and always strive to provide exceptional customer service.

Below are the details of our approved Exchange & Refund Policy:

First: Exchange & Refund Conditions

Products may be exchanged or refunded within 3 days from the date of order receipt.

Regulations:

• Exchange or refund requests will not be eligible for approval if the product is not in its original condition at the time of delivery.
  
  
• The following products are excluded from exchange and refund: Natural Flower bouquets, Cakes and chocolate products, Food and beverage items, Books ,Spa and personal care products, Seasonal products (such as Ramadan gifts and religious holiday items), Balloon products.
  
  
• Exchange and refund requests are limited to orders within the Kingdom of Saudi Arabia only.
  
  
• If you receive a product that is damaged, non-compliant with specifications, or different from your order details, Naseem will bear the cost of the exchange process.
  
  

Products are eligible for exchange or refund only if they are in their original condition, provided that:

• Product tags and labels have not been removed
  
  
• The product has not been used
  
  
• The product is returned in its original packaging

Second: Shipping Costs

The customer will not bear shipping costs in the following cases:

• Receiving a product different from the one ordered
  
  
• Product damage caused by shipping errors
  
  Otherwise, the customer pays the shipping costs for the exchange or return.

Third: Exchange & Refund Procedure

Please submit your exchange or refund request via WhatsApp at:  966 53 683 3111 or via email: [email protected]

Kindly provide the following information:

• Customer mobile number
  
  
• Customer name
  
  
• Order number
  
  
• Product name to be exchanged or refunded
  
  
• Reason for exchange or refund
  
  

Our team will contact you directly to arrange the process and verify the condition of the product and its accessories.

Please note that shipping fees will be charged for exchange or refund requests (unless otherwise stated in the policy).

Fourth: Refunds

If the refund conditions are met in accordance with Naseem's policy and the regulations of the Saudi Ministry of Commerce, the refund will be processed within 1 to 7 business days, depending on the bank's policy.

A full refund is available only in the following cases:

• The complete order is unavailable
  
  
• The customer contacts us within the specified cancellation period mentioned in the order cancellation clause
  
  

Refunds are processed only through the original payment method.

Fifth: Order Cancellations

• All products are prepared upon request, therefore refunds are not available in case of change of mind.
  
  
• Customers may cancel the order and receive a refund if they notify us at least 48 hours before the delivery time.
  
  
• If notification is received less than 48 hours before the delivery window, the order cannot be canceled.
  
  
• Same-day orders may be canceled only if contact is made within 15 minutes of order placement.
  
  

Note: As we work with natural flowers, the appearance, size, level of bloom, and colors of flowers may vary depending on seasonal availability and sourcing conditions.

Sixth: Policy for Cases Where Delivery Can’t Be Completed

Scope: This policy applies to all orders where the buyer selects one of the cities covered by Naseem’s delivery service as the delivery city. “Buyer” means the person who placed the order, and “recipient” means the person named to receive it.

First: The recipient isn’t in the delivery city

The recipient lives in the selected city but isn’t there right now, or it turns out they don’t live there.

What we do:

• If we find this out more than 24 hours before the delivery time, the order is canceled and the buyer gets a full refund.
  
  
• Otherwise, we contact the buyer to agree on one of these options:
   
  1. The buyer receives the order themselves, if they’re in the delivery city named in the order.
     
     
  2. The buyer names another recipient in the delivery city named in the order.
     
     
  3. Delivery is postponed for 48 hours so the original recipient can receive it when they return.

Second: The delivery location is outside our coverage area

The location is inside the selected delivery city, but it’s in one of the areas we don’t deliver to, as listed on the Order Delivery Service page.

What we do: The same steps as in the First section above apply.

Third: The recipient refuses the order

The recipient refuses to accept the order at all.

What we do: We offer the buyer one of these two options:

1. Receive the order themselves.
2. Name another recipient.

 

Conditions: Delivery can only be made within the delivery city named in the order. It can’t be moved to another city, even one covered by Naseem’s delivery service. Delivery must happen within 48 hours at most.

 

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The 48-hour postponement limit applies only to these products: fresh flowers, plants, cakes, chocolates, food and drinks, spa and personal care products, books, balloons, and

 

 seasonal products (such as Ramadan and Eid gifts). For all other products, delivery can be postponed to any time the customer prefers.

 

Important: If none of the options above is chosen and the 48 hours pass for the products listed, the order can’t be canceled, refunded, or redelivered.

Note: We deliver within the cities listed as delivery cities, not whole regions. Some places inside these cities are excluded from delivery, as listed on the Order Delivery Service page.

Seventh: Important Notice

An order becomes confirmed after 14 minutes from the time it is received.

If the recipient refuses to accept the order, the order will not be eligible for a refund, as products are prepared based on the customer's request. In such cases, the customer will be given the following options:

• The customer collects the order personally
  
  
• The customer selects another recipient within the same delivery city
  
  

For flower bouquets in pending orders due to recipient refusal, Naseem is not responsible for holding the bouquet, as it was prepared according to the customer's selection.

If the recipient refuses the order after sharing the delivery location and dispatching the order, Naseem reserves the right to charge additional delivery fees for any re-delivery attempt.

Eighth: General Cases

• Orders cannot be modified once 15 minutes have passed since the order was received. Any change the customer requests after that will be treated as a completely new order.
• If incorrect recipient details are entered, Naseem is not responsible for any resulting delay or misdelivery.
• If you receive an incorrect order, please contact us immediately so we can resolve the issue in the customer’s best interest.
• If there is an issue with the product’s quality or details, please contact us within 4 hours of receiving the order. Describe the issue and send a photo, plus videos where possible.
  Please note that Naseem will not be responsible if we are contacted after the 4-hour period has expired.
• If it is confirmed that the flowers arrived in poor condition, or the product’s details have clearly changed, the customer will be compensated appropriately according to the case.
• If the customer is compensated with a replacement product, Naseem reserves the right to take back the original product.
• The product is unavailable and no suitable alternative can be provided, or the customer does not accept the proposed alternative.