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, 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.
Eighth: Order Cancellation by Naseem
Naseem may cancel an order, in which case the customer is entitled to a full refund, in the following situations:
- Delivery address is outside our service area
- Issues in order confirmation and no response from the customer for more than 24 hours
- Product unavailability with no suitable alternative, or customer rejection of the proposed alternative
Ninth: 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.
Tenth: General Cases
- If the recipient is unavailable or refuses delivery, the buyer will be contacted to select an alternative recipient.
- No modifications to orders are allowed after 15 minutes from order placement. Any requested modification will be treated as a new order.
- Naseem is not responsible for delays or incorrect delivery due to incorrect recipient details provided by the customer.
- If an incorrect order is received, please contact us immediately so we can resolve the issue in the customer's best interest.
- For any quality-related issues, customers must contact us within 4 hours of delivery, providing a description of the issue along with clear photos and videos when possible.
- If the flowers are proven to have arrived in poor condition, the customer will be compensated appropriately based on the case.
- If compensation is provided in the form of a replacement product, Naseem reserves the right to retrieve the original product.