Refund policy

Last Updated: August 30, 2026

At Viva Flora Qatar, we take great care in preparing and delivering every order. Because flowers, plants, chocolates, and customized gifts may be perishable or specially prepared for each order, our refund and cancellation policy is designed to protect both our customers and the quality of our products.

1. Order Cancellations

Cancellation requests should be made as soon as possible after placing an order.

For orders that have not yet been prepared or dispatched, we may be able to cancel the order and issue a refund.

Once an order has been prepared, customized, dispatched, or delivered, cancellation may no longer be possible.

For urgent cancellation requests, please contact us through WhatsApp or the contact details provided on our website.

2. Fresh Flowers & Perishable Products

Fresh flowers, plants, and other perishable products are prepared specifically for the selected delivery date and are generally not eligible for return simply because the customer has changed their mind after preparation or delivery.

If there is a genuine issue with the quality or condition of the product, please contact us promptly so that we can review the matter.

3. Product Substitutions

Flower availability can vary depending on season, supplier availability, and market conditions.

If a particular flower, color, packaging, or accessory is unavailable, Viva Flora may replace it with a suitable alternative of similar style, quality, appearance, and value.

We will make reasonable efforts to maintain the overall appearance and value of the selected arrangement.

4. Damaged or Incorrect Orders

If your order arrives damaged, significantly different from the confirmed order, or contains an incorrect item, please contact us as soon as possible after delivery.

To help us resolve the issue quickly, we may request:

  • Photos of the delivered product

  • Photos of the packaging

  • Order number

  • Details of the issue

Depending on the circumstances, Viva Flora may provide a replacement, correction, store credit, or refund.

Where the product is confirmed to be defective or damaged due to our handling or delivery process, we will work with the customer to provide an appropriate remedy in accordance with applicable Qatar consumer-protection requirements.

5. Delivery Issues

The customer is responsible for providing accurate delivery information, including the recipient's name, contact number, address, and delivery instructions.

If delivery cannot be completed because:

  • The recipient is unavailable

  • The recipient cannot be contacted

  • The address is incorrect or incomplete

  • The customer provided incorrect delivery information

  • Access to the delivery location is unavailable

additional delivery arrangements or charges may apply.

A refund may not be available where the failed delivery is caused by incorrect information or circumstances attributable to the customer.

6. Refund Eligibility

Refunds may be considered in circumstances including:

  • A confirmed defective product

  • A significantly incorrect product

  • An order that cannot be fulfilled by Viva Flora

  • A delivery-related issue for which Viva Flora is responsible

  • An approved cancellation made before the order is prepared

Refunds are subject to the circumstances of each case and applicable laws and regulations in Qatar.

7. Non-Refundable Situations

A refund may not be provided where:

  • The customer changes their mind after a customized or perishable order has been prepared

  • The customer provides incorrect delivery information

  • The recipient refuses or is unavailable to receive the order

  • The product has been damaged after successful delivery due to improper handling or storage

  • The customer requests a specific flower or color that was not guaranteed as available

  • The issue relates only to minor natural variations in flowers

Because flowers are natural products, slight differences in color, size, shape, bloom stage, and arrangement may occur and do not necessarily constitute a defect.

8. Refund Processing

Once a refund has been approved, Viva Flora will process the refund using the applicable payment method where possible.

The time required for the refund to appear in the customer's account may depend on the payment provider, bank, or payment gateway.

Any refund will normally be limited to the amount actually paid for the affected product or service, subject to applicable law.

9. Promotional Orders

Orders purchased using promotional offers, discounts, vouchers, or special pricing will be refunded based on the actual amount paid, subject to the terms of the applicable promotion.

Where only part of an order is refunded, the value of the applicable discount or promotion may be recalculated where necessary.

10. Greeting Cards & Personalized Products

Personalized products, greeting cards, messages, and customized arrangements are prepared according to the information submitted by the customer.

Customers are responsible for checking the spelling, wording, names, dates, and other details before completing the order.

Errors submitted by the customer may not qualify for a refund or replacement.

11. How to Request a Refund

To request a refund, replacement, or resolution, please contact Viva Flora as soon as possible after identifying the issue.

Please provide:

Order Number:
Customer Name:
Contact Number:
Reason for Request:
Photos/Videos, if applicable:

Our team will review the request and respond with the appropriate resolution.

12. Customer Support

For refund, cancellation, replacement, or order-related assistance, please contact us through:

Viva Flora Qatar
Qatar
Website: vivafloraqatar.com
WhatsApp: +97450006064
Email: florist@vivafloraqatar.com

13. Applicable Law

This Refund & Return Policy is subject to the applicable laws and regulations of the State of Qatar.

Nothing in this policy is intended to limit any mandatory consumer rights provided under applicable Qatar law.

Viva Flora reserves the right to update this policy from time to time. The latest version will be published on this page.