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: 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
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 3 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 on Undeliverable Orders
Scope: This policy applies to all orders in which the buyer selects one of the cities covered by Naseem’s delivery service as the delivery city. In this policy, “Buyer” means the person who placed the order, and “Recipient” means the person designated to receive it.
First: Recipient Not Present in the Delivery City
The recipient lives in the selected city but is currently away, or it turns out that the recipient does not live there.
Procedure:
- If this is discovered more than 24 hours before the scheduled delivery time, the order will be cancelled and the full amount refunded to the buyer.
- Otherwise, we will contact the buyer to agree on one of the following options:
- The buyer receives the order in person, provided they are in the delivery city specified in the order.
- The buyer names another recipient within the delivery city specified in the order.
- Delivery is postponed for 48 hours so the original recipient can receive it on their return.
Notice: If none of the above options is chosen and the 48-hour period expires, the order can no longer be cancelled, refunded, or redelivered.
Second: Delivery Location Outside the Coverage Area
The delivery location is inside the specified delivery city but falls within an area excluded from delivery, as listed on the Order Delivery Service page.
Procedure: The same procedure as in Section (First) above applies.
Third: Recipient Refuses to Accept the Order
The recipient permanently refuses to accept the order.
Procedure: The buyer will be offered one of the following two options:
- Receive the order in person.
- Name another recipient.
Conditions: Delivery can only take place within the delivery city specified in the order. It cannot be moved to another city, even one covered by Naseem’s delivery service. Delivery must be completed within a maximum of 48 hours.
Notice: If neither of the above options is chosen and the 48-hour period expires, the order can no longer be cancelled, refunded, or redelivered.
Note: We deliver to the cities designated as delivery cities, not to every area within them. Some locations inside Naseem’s delivery 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.