Refund, Cancellation and Return Policy
For any issue regarding your order, please contact Floward Customer Care Centre within 48 hours of the delivery and we will offer you multiple solutions. Our team might ask you to send a picture of the received items to better understand the issue and find the best solution for you. We guarantee your order will be delivered on time! If your order is delayed by more than 4 hours after the end of your timeslot, please contact Floward customer service and they will assist you accordingly. This policy will not be applicable for orders delayed for reasons outside of our control.
In case the recipient information provided by you was incorrect, Floward will not be held responsible for any refund and/or compensation arising from delays or deliveries to the wrong person or address. Floward shall not be responsible for the refusal of the recipient to receive a gift/arrangement.
When a bank refund is applied, such refunds will be done only through the original mode of payment of the credit or debit cards used in placing orders through the online payment gateway on Floward Platforms. We will do our best to process your refund promptly. However, when the bank is involved this cannot be controlled by Floward. Any Floward credit refunds or compensation will take up to 24 hours to show in your Floward wallet.
However, the moment we receive your request, our team starts to prepare and coordinate the best quality gifts and flowers for you. It is sometimes very difficult to get cancellation requests complete, due to the fact that our network ranges throughout the country and that upon receiving your request we start preparing for your order to make sure it is delivered on time, therefore it is very difficult to stop or cancel a delivery attempt or a placed order for orders that are already under preparation.
Please Note that all edible and brand items are excluded as these are prepared more than 24 hours before the time slot.
Cancellation of order by Floward
In certain rare circumstances, Floward may have to cancel your order. In this case you will be eligible for a full bank or Floward credit refund based on Flowards discretion.
Such cases might include inability to confirm or deliver your order, recipient’s address being outside of our delivery zone, in the rare scenario where the product is not available or for any reason we are unable to process your order and we could not find you a suitable replacement after contacting you.
We will be sorry to cancel your order with no refund in cases whereby we have completely prepared your order and we are unsuccessful to reach you or the recipient in a timely manner or we have attempted to make delivery more than 3 times within 48 hours.
Please Note that all edible and brand items are excluded from this rescheduling option
Depending on the country in which the products were to be delivered, you will have up to 48 hours to return the product(s), Floward return policy will be in line with applicable laws of the country.
Please make sure that Items received are unopen, unworn, unused, and in the original packaging with the tags still attached. We do not currently offer exchanges; however, we do offer full refunds on eligible returns whereby the received product is damaged upon delivery.
We offer a 1-day return policy for jewelry and things that have been in contact with skin and perfume, which should be in its original, sealed condition.
After Floward receives the request and checks the quality of the product to be returned, you will receive an email confirming if your return request was approved and how long it will take to receive the refund.
*Please note that the following items are excluded from this return policy: flowers, underwear, beauty, grooming, earrings, candles, Software, video games, fresh produce, custom orders, and all edible items.
Terms and Conditions
These terms (as well as all documents referred to herein) specify the Terms and Conditions (the “Terms”) which will apply when an order (‘Order’) is placed from the products (the “Products”) referred to on the Floward (‘Floward’, ‘Our’, ‘us’, ‘we’) website or mobile application(s) (iPhone or Android) (the “Platforms”).
Please read these terms carefully before ordering any of our Products.
If you have any questions concerning these Terms, please contact us before placing any Order. If you do not agree to these Terms, then you may not use the Platforms.
If you do not accept the notified changes you may continue to use the Platforms and the Service in accordance with the existing terms, but certain new features may not be available to you.
In the event you are a consumer, your legal rights will apply in addition to these Terms but will not replace them, unless there is a contradiction and the consumer rights are mandatory, then the consumer rights will prevail and apply.
In all the countries in which we operate, and in addition to consumer rights, all laws and regulations relating to e-commerce and electronic transactions, as well as any specific laws to our industry, issued by any governmental authority, shall together with these Terms be applicable, unless a contradiction arises between these Terms and any mandatory law or regulation amongst the aforementioned laws and regulations. In such case, the mandatory law or regulation will prevail and apply.
By setting up a Floward Account, you confirm your acknowledgement and acceptance of these Terms.
You must be 18 or over to accept these terms and use the platforms or its related services.
These terms also apply to all merchanting channels of the company and its affiliates including, but not limited to, the internet, telephone, catalog, radio, television, mobile device, social media and participating retail stores. By accessing any of the company merchandising channels, and any areas of the service, you agree to be legally bound, and to abide, by these terms. Please be aware that these terms contain a class action waiver that waive your right to a court hearing.
If you placed the Order in respect of Products to be delivered in Kingdom of Saudi Arabia then this contract shall be between you and Luxury Roses Trading Company incorporated in KSA with commercial registration number 1010754986.
You are responsible for making all arrangements necessary for you to have access to the Platforms. You are also responsible for ensuring that all persons who access the Platforms are aware of these Terms and that they comply with them. By viewing, using, accessing, browsing, or submitting any content or material on the Platforms, you agree to these Terms as a binding legal agreement between you and Floward, without limitation or qualification. The term "you" or "You" shall refer to you and/or any person or entity, who views, uses, accesses, browses, or submits any content or material to the Platform, as well as you and/or any person who performs an actual order from your account by using the Platforms. Therefore, it is acknowledged and understood that you shall be responsible for the security of all credentials of your account including password and that you shall be responsible for paying for any Order placed from your account.
Please note it is important that you verify the accuracy of the information that you enter and correct any errors before clicking on the "Checkout" button since once you click on this input errors cannot be corrected. Upon receipt of your Order, you will receive a notification by email sent by us.
Floward will begin processing your Order and we will send a message on the final page that your Order has been received and sent successfully to the provided delivery address. You are responsible for paying for the Product(s) ordered using your account, and for related delivery charges, even if you have ordered the Products for someone else. If any payment made by you is not authorized or restricted for any reason, you will be automatically re-directed to the previous page on the Platforms and the Order will not be confirmed.
2.The declared value of any Item does not deem Floward liable in connection with the shipment/delivery of that Item, including but not limited to, any loss, damage, delay, mis delivery, recipient’s rejection of the delivery and/or the Customers failure to provide information.
3.Exposure to and risk of any loss of any Item more than the declared value for the Item shall be borne by the Customer.
4.Floward may accept or reject at its complete, unfettered discretion the collection/drop-off of any Item if it is believed to be dangerous, hazardous, or illegal.
5.Customer hereby releases, indemnifies, defends, and holds harmless Floward, all its employees, officers and affiliates from and against any and all liabilities to the fullest extent permitted by Law save to the extent that it is attributable to or arising out of the gross negligence or willful misconduct of Floward, its employees or affiliates. In such circumstances there shall be a cap on the liability of Floward equal to 5x the level of charges paid by the Customer for the service provided by Floward in respect of the Item.
The "password" should only be known by the user. The user can change his/her password at any time. Each user is in charge of selecting and maintaining the security of his/her password.
Floward is not liable for any problems which may arise from the use of password.
Floward will inform the user about the promotions, which take place in the user’s area and from which the user may benefit, by emails.
Floward does not share the user’s information with third-party companies.
For the user to connect to the services, the user must enter his username and password. This process is called "login" to Floward Platforms and creates an account upon checkout.
By using this Platform, you guarantee that any personal information provided by you is true, accurate, up-to-date and complete in all aspects and that you will notify us immediately of any changes to your personal information by updating your information as may be required on the Platform or by contacting us. You also agree not to impersonate any other person or entity or to use a false name or a name that you are not authorized to use.
Users’ passwords should be kept confidential at all times and must not be shared or disclosed to anyone. You agree to keep all user names, passwords, IP addresses, and computer names strictly confidential, and You are solely responsible for any liability or damages resulting from your failure to maintain confidentiality of such information. You are also solely responsible and liable for all activities originating on your account or IP address. If you believe unauthorized activity has taken place on your account, you must immediately change your password and notify Floward of any such unauthorized activity.
You may not use the Platforms for any unlawful or unauthorized purpose, such as:
- Distributing any unlawful, abusive, threatening, harmful, obscene or otherwise objectionable material that may constitute a criminal offense, result in civil liability or otherwise breaches any laws, regulations or codes of conduct.
- Interfering with any other persons’ use or enjoyment of the Platforms.
- Damaging, disabling, or impairing the operation of the Platforms or attempting to gain unauthorized access to the Platforms or to networks connected to it, through hacking, spoofing or other such similar means.
You are prohibited from posting, uploading or transmitting to or from the Platforms any material that:
- Breaches any applicable local, national or international law.
- Is unlawful or fraudulent.
- Amounts to unauthorized advertising. or
- Contains viruses or any other harmful programs.
You may not misuse the Platforms (including by hacking).
Any comment or feedback that you submit through the Platforms must not:
- Contain any defamatory, obscene or offensive material.
- Promote violence or discrimination or anything that is considered illegal or unethical.
- Infringe the intellectual property rights of another person.
- Breach any legal duty owed to a third party (such as a duty of confidence).
- Promote illegal activity or invade another’s privacy.
- Give the impression that they originate from us. or
- Be used to impersonate another person or to misrepresent your affiliation with another person.
The above list is non-exhaustive. You will pay Floward for all costs and damages which it incurs as a result of you breaching this clause.
Floward will fully cooperate with any law enforcement authority or court order requesting or directing us to disclose the identity or location of anyone posting any material in breach of the above list.
criminal or tortuous activity, including child pornography, fraud, trafficking in obscene material, drug dealing, gambling, harassment, stalking, spamming, copyright infringement, patent infringement, or theft of trade secrets; advertising to, or solicitation of, any user to buy or sell any products or services, unless authorized by Floward; systematic retrieval of data or other content from the Platforms to create or compile, directly or indirectly, a collection, compilation, database or directory without written permission from Floward; many unauthorized use of the Floward services, including collecting usernames and/or email addresses of users by electronic or other means for the purpose of sending unsolicited email; engaging in unauthorized framing of or linking to the Platforms; transmitting chain letters or junk email to other users; using any information obtained from the Platforms in order to contact, advertise to, solicit, or sell to any user without their prior explicit consent; engaging in any automated use of the system, such as using scripts to add friends or send comments or messages, or using any data mining, robots or similar data gathering and extraction tools; interfering with, disrupting, or creating an undue burden on the Platforms or the networks or services connected to the Platforms; attempting to impersonate another user or person; using the username of another user; selling or otherwise transferring your profile; using any information obtained from the Platforms in order to harass, abuse, or harm another person; using the Floward service as part of any effort to compete with Floward or to provide services as a service office; deciphering, decompiling, disassembling or reverse engineering any of the software comprising or in any way making up a part of the Platforms; attempting to bypass any measures of the Platforms designed to prevent or restrict access to the Platforms, or any portion of the Platforms; harassing, annoying, intimidating or threatening Floward, its employees, agents and/or stakeholders.
Displaying an advertisement, or accepting payment or anything of value from a third person in exchange for your performing any commercial activity on or through the Platforms on behalf of that person, such as posting blogs or bulletins with a commercial purpose; deleting the copyright or other proprietary rights notice from any contribution or Floward content; and using the Platforms in a manner inconsistent with any and all applicable laws and regulations or any other suspected malicious activities on the Floward Platforms.
We will not be liable if, for any reason, all or part of the Service is ever unavailable. We reserve the right at any time and from time to time to modify or discontinue, temporarily or permanently, the Service (or any part thereof), with or without notice. We undertake no obligation to update, amend, or clarify information on the Service, except as required by law.
The Company makes no representation that this Service or the Content is appropriate or available for use in other locations, and access to them from territories where Content is illegal is prohibited. Those persons and entities that choose to access this Service from other locations do so on their own initiative and are responsible for compliance with applicable local laws.
Circumstances Outside Our Control means any act or event beyond our reasonable control including (without limitation) strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic, or other natural disaster, or closure or failure of public infrastructure or public or private telecommunications networks or any lockdowns imposed by Governmental bodies.
If Circumstances Outside Our Control takes place that affects the performance of our obligations under these Terms:
We will contact you as soon as reasonably possible to notify you and Our obligations under these Terms will be suspended and the time for performance of our obligations will be extended for the duration of the Circumstances Outside Our Control or You may cancel your Order for Products from Floward through the Platforms or we may cancel it on your behalf without your prior approval.
You may not, for example, incorporate the information, content, or other material in any database, compilation, archive, or cache. You may not modify, copy, distribute, re-publish, transmit, display, perform, reproduce, publish, reuse, resell, license, create derivative works from, transfer, or sell any information, content, material, software, products, or services obtained from the Platforms, except as specifically noted above. Except as specifically authorized by Floward, you may not deep-link to the Platforms for any purpose or access the Platforms manually or with any robot, spider, web crawler, extraction software, automated process or device to scrape, copy, or monitor any portion of the Platforms or any information, content, or material on the Platforms. Floward reserves all of its statutory and common law rights against any person or entity who violates this paragraph. You may not link or frame to any pages of the Platforms or any content contained therein, whether in whole or in part, without prior written consent from Floward. You may become a "fan" of the Platforms or share links to the Platforms via social networking technology reference on the Platforms. Any rights not expressly granted herein are reserved.
Provided that you are eligible to use the Platforms, you are granted a limited permission to access and use the Platforms and the Floward Content and to download or print a copy of any portion of the Floward Content to which you have properly gained access solely for your personal, non-commercial use. Floward reserves all rights not expressly granted to you in and to the Platforms and the Floward Content and Marks. If you download or print a copy of the Floward Content for personal use, you must retain all copyright and other proprietary notices contained therein. You agree not to circumvent, disable or otherwise interfere with the security related features of the Platforms or features that prevent or restrict use or copying of any Floward Content or enforce limitations on use of the Platforms or the Floward Content therein.
The Floward trademark is a registered trademark of FLOWARD. You are not permitted to use it without our approval, unless it is part of material you are using as permitted under these Terms and with the consent of Floward.
Floward has the right, in our sole and absolute discretion, to (i) edit, redact or otherwise change any contributions, (ii) re-categorize any contributions to place them in more appropriate locations or (iii) pre-screen or delete any contributions that are determined to be inappropriate or otherwise in violation of this Agreement.
For the avoidance of doubt subject to any consumer laws applicable in the jurisdiction in which the Order was placed which must prevail, the total liability to you in respect of the Products supplied to you by Floward is limited to the total value of the Products supplied. Any loss or damage must be reported to us within seven days through digital photographs or in person. Further, Floward shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
LIMITATION OF LIABILITY TO YOU FOR USE OF THE PLATFORMS
With regard to the use of the Platforms, to the maximum extent permitted by the applicable laws, Floward, its directors, officers, agents, employees, stakeholders or contractors exclude all responsibility and liability in relation to the Platforms and disclaims all warranties (express or implied) and representations (including without limitation implied warranties of merchantability and suitability for a particular purpose) regarding the use or the results of the use of the Platforms or any linked websites in terms of their correctness, accuracy, timeliness, reliability, or otherwise.
Neither Floward nor its directors, officers, agents, employees, stakeholders or contractors will be responsible for errors or misstatements or be liable, whether in contract, tort (including negligence) or otherwise, for any loss or damage howsoever caused (including direct, indirect, consequential, special losses, or loss of profits). Further, neither Floward nor its directors, officers, agents, employees, stakeholders or contractors warrant that the functions contained in the Platforms will be uninterrupted or error-free, that defects will be corrected, or that the Platforms or the server that makes it available, are free of viruses or other harmful components.
You agree to release Floward its directors, officers, agents, employees, stakeholders or contractors from all claims arising from any statement or representation made on the Platforms. Your sole and exclusive remedy for any claim against Floward or any dispute with Floward, our affiliates, and their respective officers, directors, employees, stakeholders, or agents of any of them, is to discontinue your use of the Platforms.
We are not liable for business losses. The Platforms are for domestic and private use. Some aspects of the Platform may be dependent upon third party service providers, such as a wireless carrier or social media platform. We do not control such third-party service providers and are not responsible or liable for their acts or omissions. In addition, such third-party service provider may have their own terms, policies, and guidelines. You should become familiar with all such terms, policies, or guidelines prior to using the Service through such third-party service provider. If you use the Platforms for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.