Cancellation, Refund & Complaints Policy

A customer may request cancellation before preparation of the order has started.

If the order has not started preparation and has not gone out for delivery, an eligible cancellation includes the order amount and the original delivery fee.

For an eligible cancellation requested by the customer before preparation begins, Marino Flowers determines the refund method.

Available methods may include Marino Wallet, cash collection from the Marino Flowers store, or CliQ. Other refund methods may be offered when available, but are not guaranteed unless confirmed by Marino Flowers.

If Marino Flowers chooses Marino Wallet for an eligible cancellation, the full eligible refund is credited to Marino Wallet without deducting the bank or payment-processing fee.

Marino Wallet credit does not have an expiration date.

If an eligible cancellation refund is issued outside Marino Wallet, such as cash collection or CliQ, Marino Flowers may deduct only the actual non-refundable bank or payment-processing fee charged to Marino Flowers on the original electronic payment.

The deduction is based on the actual fee incurred; it is not treated as a blanket cancellation penalty.

Where an actual non-refundable payment-processing fee must first be confirmed, Marino Flowers generally processes the eligible refund on the next business day after the fee is known.

For example, a request made on Thursday may be processed on Sunday because of the weekend.

If an eligible Cash on Delivery order is cancelled before preparation begins, no cancellation deduction or fee applies because no payment has been collected.

Once preparation has started, an order is non-refundable due to change of mind, even if preparation has only just begun and the order has not yet been dispatched.

If a customer has a genuine exceptional personal emergency or unusual circumstance, Marino Flowers may review the case individually and may make an exception at its discretion. No automatic refund is promised.

If a customized or personalized order is cancelled before any customization or preparation has actually begun, the normal eligible cancellation rules apply.

Once customization or preparation has started, the order is no longer cancellable due to change of mind.

Flowers, plants, cakes, chocolates, food, and other perishable products are not returnable solely because the customer changed their mind after delivery.

Eligible non-perishable gifts and accessories may be returned for change of mind if the return is requested within 24 hours of delivery. The item must be unused, complete, in its original condition, and returned with its original packaging and accessories.

Customized or personalized items are not returnable for change of mind once customization or preparation has begun.

For an eligible change-of-mind return, the original delivery fee is non-refundable and the customer is responsible for the cost of returning the item to Marino Flowers. After the returned item is received and inspected, only the eligible product value is refunded.

Marino Flowers may reject a return if the item has been used, damaged after delivery, is incomplete, or is no longer in its original condition. Problems caused by Marino Flowers, including eligible defects or order errors, are reviewed separately under the complaint and refund rules below.

Any issue with a delivered order must be reported to Marino Flowers within a maximum of 2 hours from the time of delivery.

The complaint should include the order number, a clear explanation of the issue, and clear photographs showing the product and reported problem.

A complaint submitted within the reporting window is considered incomplete until sufficient photos and supporting details are provided. Marino Flowers does not complete the review until the required evidence is available.

Marino Flowers may review documented issues such as damage present at delivery, a clear quality issue at delivery, an incorrect product, a confirmed missing item, or delivery-related damage.

Receiving a completely wrong product or missing a major item does not automatically guarantee a full refund or replacement. The appropriate resolution is determined case by case based on the specific circumstances and evidence.

Flowers are natural products. Small differences in color shade, size, shape, openness, bloom stage, and appearance compared with website photos are expected.

Normal natural variations are not considered a defect and do not create an automatic right to a refund or replacement.

Once flowers or products are delivered in good condition, Marino Flowers is not responsible for deterioration caused after delivery by improper care, heat exposure, lack of water, unsuitable storage, or other handling conditions outside Marino Flowers's control.

If the problem is attributable to Marino Flowers, such as an item becoming unavailable when no acceptable substitute can be provided, the customer may choose between an appropriate replacement or alternative and a refund.

Marino Flowers will not force Marino Wallet as the resolution in this situation.

If the issue occurs after the order has gone out for delivery or has been delivered, the eligible refund amount may be full or partial depending on the severity and circumstances of the confirmed problem.

Where a refund is due because of a confirmed problem attributable to Marino Flowers, no bank or payment-processing fee is deducted from the eligible refund amount.

The customer may choose the available refund method for the eligible amount, subject to the Marino Wallet rule for any amount originally paid from Marino Wallet.

Any portion of an order originally paid using Marino Wallet is returned to Marino Wallet when a refund is due.

If mixed payment methods were used, the wallet-paid portion returns to Marino Wallet and the remaining refundable portion follows the applicable refund method and rules for the case.

Once an order has gone out for delivery, no refund is due when delivery fails because of the customer or recipient, including no response or refusal to receive a correct order.

The original delivery fee is fully non-refundable. Return-to-store and redelivery charges may apply separately in accordance with the Delivery Policy.

Minor substitutions that preserve the product's overall style, quality, and value may be made without prior approval.

If a substantial substitution is required, Marino Flowers will seek customer confirmation and will pause preparation until the customer responds. A major substitution will not be made without customer confirmation.

If the customer provides an incorrect name, number, recipient detail, spelling, or gift/card message and Marino Flowers reproduces the information as submitted, Marino Flowers is not responsible for that customer-entered error.

If the customer submitted the information correctly but Marino Flowers writes, prints, or reproduces it incorrectly, the matter is treated as a Marino Flowers error and reviewed for an appropriate resolution.

Marino Flowers may refuse to write, print, include, or deliver a message containing offensive, threatening, abusive, unlawful, or otherwise inappropriate content.

To request an eligible cancellation or submit a complaint, contact Marino Flowers through WhatsApp / Phone at +962 79 002 4564 or email info@marinoflowers.com.

Please provide your order number and the information required for the request.