Refund, Return & Cancellation Policy

Customers may request order cancellations subject to the following processing stages and cut-off windows:

Advance Scheduled Deliveries: Orders scheduled for next-day or future delivery dates may be cancelled for a 100% full refund if the cancellation request is received at least 24 hours prior to the beginning of the scheduled delivery time slot.
Same-Day Orders: Due to our rapid fulfillment cycle, same-day delivery orders enter floristry preparation and stem conditioning immediately upon order confirmation. Cancellations for same-day delivery orders are only accepted if requested within 15 minutes of placing the order online and prior to arrangement assembly. Once flowers have been cut, arranged, or customized, same-day orders cannot be cancelled.
Customized & Add-On Items: Bespoke floral installations, personalized ribbon printing, customized message engravings, luxury fresh flower boxes, and perishable companion items (such as gourmet chocolates, cakes, and fresh fruit) enter procurement and preparation up to 48 hours in advance. These items cannot be cancelled once preparation has commenced.
Cancellation Method: To cancel an eligible order, customers must contact Doha Rose Customer Support immediately via WhatsApp (+974 51600667) or email (doharose.support@gmail.com) quoting the valid Order ID.

1.2 Return Policy for Perishable vs. Non-Perishable Goods

Under Qatar Consumer Protection Law No. 8 of 2008, fresh-cut flowers, foliage, live plants, cakes, and perishable foodstuffs are legally exempt from statutory return and exchange cooling-off rights due to their rapid deterioration rate.

Fresh Flowers (Strictly Non-Returnable): Fresh cut flowers, hand-tied bouquets, table centerpieces, and live floral creations cannot be returned or physically exchanged once delivered and accepted by the recipient or their authorized representative. All sales of fresh floral products are final upon completed delivery.
Non-Perishable Merchandise: Durable, non-perishable gift items (such as glass vases, ceramic pots, plush toys, preserved forever roses, and greeting cards) may be returned or exchanged within 48 hours of delivery, provided they remain completely unused, in their original protective packaging, and with proof of purchase. The customer bears the collection/courier fee of QAR 30 for non-defective returns.

1.3 Quality Guarantee, Transit Damage & Defect Claims

Doha Rose guarantees that all flowers leave our temperature-controlled design atelier in fresh, premium condition. If an arrangement arrives noticeably damaged, wilted, or incorrect, we offer prompt remediation:

Reporting Window (Strict 24-Hour Limit): Any complaint regarding flower quality, transit damage, broken stems, wilted blooms, or incorrect items must be reported within 24 hours of delivery. In accordance with Qatar floral standards, claims submitted beyond 24 hours cannot be entertained, as the longevity of cut flowers is heavily influenced by domestic placement (e.g., direct sunlight, proximity to air conditioning vents, failure to replenish clean water).
Required Evidence: Customers must submit clear, well-lit digital photographs or a short video showing: (a) the complete arrangement as received, (b) close-ups of the specific damaged or wilted stems, and (c) the shipping label or order card.
Remedies: Upon verification by our floral quality specialists, Doha Rose will provide the customer's choice of: (1) an immediate priority replacement arrangement delivered free of charge within the next available delivery window, (2) a store credit voucher for 100% of the item value valid for 6 months, or (3) a full or partial refund to the original payment method.

1.4 Flower & Container Substitution Policy

Flowers are seasonal, agricultural products subject to daily auction availability, global flight schedules into Hamad International Airport, and climate variations. To ensure timely delivery for critical occasions, Doha Rose operates the following substitution protocol:

Filler & Foliage Substitutions: If a specific secondary stem, filler flower (e.g., baby's breath, wax flowers, statice), or foliage is unavailable, our skilled florists reserve the right to substitute it with an alternative flower of equal or greater monetary value, while strictly maintaining the overall color palette, aesthetic theme, and bouquet shape.
Primary Flower Substitutions: If the primary focal flower (e.g., Red Ecuadorian Roses, Peonies, Phalaenopsis Orchids) is out of stock, Doha Rose will contact the sender via WhatsApp or telephone to agree on a suitable replacement. If the sender does not respond within 60 minutes and the scheduled delivery slot is imminent, our head florist will craft an arrangement of equal or superior value and luxury to prevent missing the recipient's celebration.
Vases & Presentation Materials: If a specific vase, basket, wrapping paper shade, or presentation box is temporarily out of stock, an aesthetically matching alternative of equal or higher value will be provided.
Bloom Stage Disclaimer: To maximize vase life in the recipient's home, certain flower varieties (such as lilies, peonies, and roses) may arrive in fresh bud or semi-bloom stage. This is an intentional mark of freshness and ensures the recipient enjoys blooms opening over several days.

1.5 Delivery Protocol, Unreachable Recipients & Re-Delivery

Extreme Heat Precaution: Due to extreme ambient temperatures in Qatar throughout much of the year, fresh flowers cannot be left outside doors, on villa gates, or in unattended outdoor areas. Flowers left in ambient heat wilt within 30 to 45 minutes.
Recipient Contact Details: The sender is strictly responsible for providing an accurate local Qatari mobile telephone number (+974) and clear street address / building / zone details or GPS location pin for the recipient. Doha Rose couriers contact the recipient prior to dispatch to verify their presence.
Failed Delivery & Re-Delivery: If the recipient cannot be contacted after three attempts, is absent, or refuses the gift, the courier will return the arrangement to Doha Rose's refrigerated facility. The customer will be informed immediately. A re-delivery may be scheduled within 24 hours for a re-delivery fee of QAR 30. If the recipient remains unreachable after 24 hours, the order is deemed fulfilled and non-refundable, as fresh flowers cannot be restocked.

1.6 Refund Methods and Settlement Timelines

Approved refunds are executed in Qatari Riyals (QAR) in accordance with Qatar banking settlement procedures: