Refund policy

Last updated: 16 October 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.

Classic Roses

Fresh, custom-crafted arrangements made to order.

No returns or refunds once collected or delivered.

Infinite Roses®

Preserved roses, guaranteed for one year and lasting much longer.

Return within 14 days of delivery for a full refund, if unused.

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).

Damaged or incorrect order? Contact us within 24 hours of delivery, with photographs and your order number. See Section 4 for our full remedy process.

3. Infinite Roses® — Returns

Standard Infinite Roses® (preserved) may be returned within 14 days of delivery or collection for a full refund of the product price, 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 return within 14 days of delivery or collection.

Refunds are made to your original payment method within 14 days of us receiving the product. If you prefer, you may instead exchange it for an item of equal value or a different product at an adjusted price; any difference in your favour is refunded to your original payment method. Bespoke arrangements made to your specification (custom colours, sizes, letters or your own vase) cannot be returned unless they are damaged or incorrect.

Returns and exchanges cannot be accepted for Infinite Roses® that show signs of misuse, exposure to moisture or direct sunlight, or damage caused after delivery.

4. Quality Guarantee & Defective Orders

If your order arrives damaged or does not match what you ordered, please contact us within 24 hours of delivery for Classic Roses, or within 5 days of delivery for Infinite Roses®. 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 replace your order at no cost, normally within 24 hours. Where Kuwaiti law entitles you to a refund, we will refund the price, including the delivery fee, to your original payment method. Your statutory rights are not affected.

4a. Classic Roses — 5-Day Freshness Guarantee

Classic Roses come with a 5-day freshness guarantee 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 delivery.

4b. Infinite Roses® — Longevity Guarantee

Infinite Roses® are guaranteed for one year and last much longer 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 (except where damaged or incorrect on delivery).
  • Any product that has been used, damaged, or altered after delivery.
  • 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, Saturday to Thursday, 10:00–21:00, closed Friday:

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. only-roses.com.kw · kuwait@only-roses.com