Last updated: 29 May 2026

Returns & Refund Policy

At OnlyRoses Kuwait we take great pride in the quality of every arrangement we create. Because our products are handcrafted and, in the case of fresh roses, perishable by nature, our returns and refund policy reflects the care and preparation that goes into each order. Please read this policy carefully before placing your order. It forms part of our Terms of Service and should be read alongside our Shipping & Delivery Policy. This policy is governed by the laws of the State of Kuwait, including Consumer Protection Law No. 39 of 2014 and the Electronic Transactions Law No. 20 of 2014.

1. Our Two Product Families

Our returns policy differs depending on which product type you have purchased.

2. Classic Roses — No Returns

Classic Roses are fresh, perishable, and custom-made to order. As such, they fall within the category of goods explicitly exempt from the standard right of return under Kuwaiti consumer protection legislation — specifically the exemptions for perishable goods and goods made to a customer's specification.

Once collected or delivered, Classic Roses cannot be returned or refunded, except where they are found to be damaged or incorrect upon delivery (see Section 4 — Quality Guarantee & Defective Orders).

3. Infinite Roses — Exchange Policy

Infinite Roses (preserved) may be exchanged within 7 days of purchase or delivery, in line with the consumer withdrawal period applicable to distance contracts under Kuwaiti law, provided all of the following conditions are met:

• The product is in its original, undamaged condition.
• The product is returned in its original packaging.
• Proof of purchase (receipt or order confirmation) is presented.
• You have contacted us to initiate the exchange within 7 days of purchase or delivery.

Exchanges may be made for an item of equal value, or a different product at an adjusted price. Where the replacement item is of higher value, the difference will be charged. Where it is of lower value, the difference will be issued as store credit.

4. Quality Guarantee & Defective Orders

If your order arrives damaged or does not match what you ordered, please contact us as soon as possible, and ideally within 4 hours of delivery. Include:

• Your order number and date of purchase.
• Clear photographs of the product and its packaging.
• A brief description of the issue.

Where a valid claim is confirmed, we will offer one of the following remedies at our discretion: a replacement, store credit, or a full or partial refund.

4a. Classic Roses — Vase Life Guarantee

We guarantee that your Classic Roses will have a vase life of at least 5 days from delivery, provided they are cared for according to our instructions (fresh water daily, kept away from direct heat and sunlight, stems trimmed on receipt). Please report any quality concerns as soon as you notice them, and within 5 days of purchase.

4b. Infinite Roses — Longevity Guarantee

We guarantee that your Infinite Roses will maintain their appearance for at least 1 year when kept indoors, away from direct sunlight, humidity, and extreme temperatures. Gentle fading of colour over time is a natural characteristic of preserved flowers and does not constitute a defect.

5. Non-Returnable Items

The following items cannot be returned or exchanged under any circumstances:

• Classic Roses (fresh flowers) — custom-made and perishable.
• Any product that has been used, damaged, or altered after delivery.
• Items sold at a discount, on promotion, or marked as clearance.
• Accessories or add-ons where hygiene seals have been broken or packaging opened.

6. How to Request an Exchange or Make a Complaint

Please contact us using any of the following channels, daily between 10:00 and 22:00:

• WhatsApp: +965 9999 7538
• Phone: +965 2208 3430
• Email: kuwait@only-roses.com
• In-store: M1 – Floor, Mohammad Thunayyan Street, Kuwait City, Kuwait

When contacting us, please include your order number, date of purchase, photographs where relevant, and your preferred resolution.

7. Your Statutory Rights

Nothing in this policy limits or excludes your statutory rights as a consumer under Kuwaiti law. If you believe your rights under Consumer Protection Law No. 39 of 2014 have not been respected, you may contact the Consumer Protection Department of the Ministry of Commerce and Industry of Kuwait for further assistance.

OnlyRoses Kuwait is a trading name of Roots and Stems for Flowers and Plants Co. (شركة روتس اند ستيمز للزهور والنباتات), a single-person company registered in the State of Kuwait. Commercial Registration No. 366800.
This policy is governed by the laws of the State of Kuwait. kw.only-roses.com · kuwait@only-roses.com