Refund, Cancellation & Replacement Policy 

At Aalya Flowers, every arrangement is prepared with care using fresh flowers and quality materials. Because flowers are fresh and perishable products, cancellations, replacements and refunds are handled according to the stage of preparation and delivery of each order. We encourage customers to review their order details carefully before completing a purchase. 

## Order Changes Need to change something after placing your order? Please contact us as early as possible if you need to update the delivery date, recipient details, flower selection, quantity, message card or any other order information. We will make every reasonable effort to accommodate your request as long as preparation or delivery has not progressed too far. Once an arrangement has been prepared or handed over for delivery, some changes may no longer be possible. 

## Order Cancellation If you wish to cancel an order, please contact Aalya Flowers immediately. Orders cancelled before preparation begins may be eligible for a full refund. If flowers have already been prepared, packed or the order has been assigned for delivery, we may deduct up to 50% of the order value to cover flowers, materials, preparation and delivery-related costs. Orders that have already been successfully delivered cannot normally be cancelled. 

## Fresh Flower Availability Flowers are natural products, and their availability can change depending on the season, freshness and supplier availability. We always aim to create your arrangement as closely as possible to the product selected on our website. However, occasionally a particular flower variety, shade, wrapping material, vase or decorative element may not be available. In such situations, Aalya Flowers may use a suitable alternative of similar quality, value and overall appearance. For significant changes, we will make reasonable efforts to contact you before completing the arrangement. If we cannot reach you and waiting would affect the scheduled delivery, our florists may proceed with the closest suitable alternative while maintaining the overall style and value of your order.

## Product Appearance Please keep in mind that fresh flowers are natural products. Colour shades, flower size, shape and arrangement may vary slightly from photographs displayed on our website or social media. These natural variations are not normally considered defects. We aim to maintain the overall design, flower quantity, quality and value of the arrangement ordered. 

## Problems With Your Delivery Your satisfaction matters to us. If your order arrives damaged, noticeably different from what was ordered, or there is another quality issue caused by Aalya Flowers, please contact us within 1 hour of delivery. To help us review the issue quickly, we may ask you to provide clear photographs or a short video showing: * The complete flower arrangement * The affected flowers or damaged area * The packaging or vase, where applicable * Any other relevant issue with the delivered order Claims made after the 1-hour period may be difficult for us to verify due to the perishable nature of fresh flowers and environmental factors after delivery. 

## Replacement Options Once we have reviewed your complaint, an eligible order may be resolved by providing a replacement arrangement, correcting the order, offering another suitable solution, or issuing a refund where appropriate. The solution offered will depend on the nature of the issue and the condition of the delivered product. If a replacement is arranged, we may collect the original flowers at the time the replacement is delivered. 

## Returns Because flowers are fresh, customised and perishable products, they cannot generally be returned simply because of a change of mind after successful delivery. However, if Aalya Flowers confirms that an incorrect, damaged or unacceptable-quality product was delivered, we may arrange collection of the original arrangement. Where the return is required because of an error confirmed to be ours, Aalya Flowers will cover the applicable collection cost. 

## Refunds Where a refund is approved, it will normally be returned through the same payment method used for the original purchase. Processing times can vary depending on your bank, card issuer or payment provider. After we process an approved refund, please allow approximately 5 working days for the amount to appear in your account. Certain payment providers may require additional processing time outside our control. 

## Incorrect Delivery Information Customers are responsible for providing accurate recipient names, contact numbers, addresses and delivery information. If delivery cannot be completed because incorrect or incomplete information was provided, additional delivery charges may apply if another delivery attempt is requested. Please check all delivery details carefully before confirming your order. 

## Our Commitment At Aalya Flowers, our goal is to deliver fresh, beautifully prepared flowers and a reliable customer experience. If something does not go as expected, please contact us promptly. Our team will review the situation fairly and work toward an appropriate solution. 

For questions regarding an order, cancellation, replacement or refund, please contact the Aalya Flowers Customer Care Team.