Return & Exchange Policy
We care deeply about your experience with us and are committed to providing exceptional customer service. Therefore, we would like to share with you our return and exchange policy:
Eligibility for Return or Exchange
You may return or exchange products within one (1) day of receiving them, within Saudi Arabia only, and only if the product arrives in poor condition.
Only gift items are eligible for return or exchange, provided they:
- Are in their original condition.
- Have not been used.
- Include the original packaging.
- Retain product tags and any attached labels.
Shipping Costs Responsibility
Naseem covers the shipping costs in the following cases:
- If the customer receives a product different from what was ordered.
- If the product is damaged due to shipping issues.
The customer bears the shipping costs in the following cases:
- If the customer ordered the wrong product and an exchange is approved by Naseem.
How to Request a Return or Exchange
Please submit your return or exchange request by sending the following details to our WhatsApp number:
📱 +966 53 683 3111
- Customer’s phone number
- Customer’s full name
- Order number
- Name of the item to be returned or exchanged
- Reason for return or exchange
We will contact you directly to arrange the return/exchange and confirm the condition of the product and its accessories.
Refunds
If a refund is approved based on Naseem’s policy and in accordance with the Saudi Ministry of Commerce, the refund will be processed within 1 to 10 business days, depending on your bank’s policy.
Refunds are available in the following cases:
- If your full order is not available.
- If you contact us within the cancellation timeframe stated below.
Please note: Refunds will only be made using the original payment method.
Order Cancellation
All our products are made to order, which means we cannot offer refunds if you simply change your mind. However, you may cancel your order and receive a refund if:
- You notify us at least 48 hours before the delivery time.
- If the order is placed for same-day delivery, it can be canceled within 15 minutes of placing it.
If the cancellation request is received less than 48 hours before delivery, cancellation will not be possible.
Flower Product Disclaimer
Since we work with natural flowers, please consider the seasonal nature of flowers, which may result in variations in:
- Size
- Shape
- Bloom status (open or closed)
- Color tones (as received from our suppliers)
Cake Orders
Orders that include cake cannot be canceled once the customer has approved the product details. This is due to cakes being processed electronically by our cake suppliers immediately after confirmation.
Jewelry Products – Fluorite Collection
Fluorite jewelry items are covered under warranty by the original manufacturer for manufacturing defects only, including:
- Polishing issues
- Bubbles or embedded impurities
Order Cancellation by Naseem
In rare cases, Naseem may need to cancel your order. In such cases, you will receive a full refund. This may happen in the following situations:
- The delivery address is outside our service area.
- We are unable to confirm your order, and you do not respond within 24 hours.
- The item is out of stock and a suitable replacement is unavailable or declined by you.
If Recipient Refuses Delivery
If the order is out for delivery and the recipient refuses to receive it:
- The customer may choose another person to receive the gift.
- A new shipping fee will be applied.
General Cases
- If the recipient is unavailable or refuses delivery, we will contact the purchaser to decide on alternative delivery arrangements.
- If incorrect recipient details were provided, Naseem is not responsible for delayed or misdirected deliveries.
Wrong or Defective Orders
If you receive the wrong product or a defective item, please contact us within 8 hours. Since our main product (flowers) requires specific conditions to stay fresh, we kindly ask you to:
- Describe the issue.
- Send a photo (if possible), so we can respond promptly and appropriately.
If it is confirmed that the flowers were delivered in poor condition, you will be compensated with:
- A replacement product in good condition, or
- A credit of the order value to your Naseem account wallet.