Cancellation, Returns & Refund Policy

At Perennia by Qayra, every order is handmade, carefully arranged, or packed specifically for you or your recipient. Because of the customized and perishable nature of many of our products, different cancellation and return rules apply compared with ordinary retail products.

Please read this policy before placing your order.

1. The Short Version

You may cancel or make changes free of charge before we begin preparing your order.
Once preparation, customization, or packing has started, the order generally cannot be cancelled or refunded.
We do not accept returns or exchanges simply because you change your mind.
If your order arrives damaged, defective, incomplete, or significantly different from what you ordered, please contact us within 24 hours of delivery with clear photographs.
Genuine order issues will be reviewed and resolved appropriately through a replacement, refund, store credit, or another suitable solution.

2. Cancelling Before We Start

You may cancel or change your order at no additional cost before we begin preparing, customizing, sourcing specifically for, or packing it.

If you request a cancellation before work has started, the amount paid for your order will be refunded in full. Please contact us as early as possible if you need to make a change.

3. Cancelling After Work Has Started

Once we have started preparing, customizing, making, or packing your order, it generally cannot be cancelled.

This is because our products are prepared specifically for individual customers and may include customized arrangements, specially sourced materials, fresh flowers, food items, or products selected for a particular recipient.

If an unexpected situation means you need to cancel after work has started, please contact us anyway. Where reasonably possible, we may choose to offer a partial refund for portions of the order that have not yet been prepared, purchased, customized, or committed to. Any such refund is assessed individually and is not guaranteed.

4. Returns & Change of Mind

Because our products may be:

Handmade
Customized
Made to order
Perishable
Edible
Prepared for a specific recipient

we do not accept returns or exchanges for change of mind or personal preference.

This includes situations where a customer later decides they would prefer a different colour, style, arrangement, flavour, or design after receiving an order that was correctly prepared according to their request.

This does not affect any rights you may have where an item is genuinely defective, damaged, incorrectly supplied, or materially different from what was agreed.

5. Damaged, Incorrect or Missing Orders

Please inspect your order as soon as it is received. If your order arrives:

Damaged
Defective
With an incorrect item
With an item missing
Significantly different from the order we confirmed with you

please contact us within 24 hours of delivery.

When contacting us, please provide:

Your order reference or order details
Clear photographs of the affected product
Clear photographs of the packaging
A short explanation of the problem

For visible delivery damage, please take photographs as soon as possible after receiving the order. We may request additional photographs, videos, packaging information, or other reasonable details so that we can properly assess what happened.

How We Resolve Genuine Issues

Once we have reviewed the issue, we will offer an appropriate resolution depending on the circumstances. This may include:

Replacing or remaking the affected item
Replacing a missing item
A partial refund
A full refund where appropriate
Store credit
Another reasonable solution agreed with you

We want genuine problems with our orders to be resolved fairly.

Reports Made After 24 Hours

Because flowers, chocolates, food products, and handmade arrangements can be affected by handling, storage, temperature, and time after delivery, complaints should be made within 24 hours of receiving the order.

Issues reported after 24 hours will still be considered where appropriate, but we may not be able to offer a replacement or refund if we cannot reasonably determine whether the issue existed at the time of delivery.

6. Handmade Variations

Every Perennia by Qayra arrangement is made by hand. For this reason, your finished product may not look 100% identical to a photograph shown on our website or social media.

Small differences may occur in areas such as:

Flower placement
Shape and arrangement
Ribbon placement
Wrapping
Decorative details
Natural flower shades
Colour appearance
Handmade finishing

Product photographs should therefore be treated as a representation of the overall style, size, colour direction, and design rather than a guarantee that every individual detail will be identical.

Normal handmade variations are not considered defects.

However, your order should still reasonably match the product, size, style, colour direction, customization, and overall design that you purchased or approved.

7. Product & Gift Box Substitutions

Flowers, chocolates, snacks, packaging, decorative materials, and gift-box products may occasionally become unavailable.

If a minor item is unavailable, we may substitute it with an item that is:

Similar in type or appearance
Suitable for the arrangement
Of equal or greater value

We will not intentionally reduce the overall value of your order because of a substitution.

Significant Substitutions

If a substitution would noticeably change the overall look, theme, value, or nature of the order, we will try to contact you before making the change. Where appropriate, you may:

Approve the substitution
Request another available option
Modify the order
Cancel the affected item or order where we cannot reasonably provide what was agreed

A reasonable minor substitution made in accordance with this policy does not automatically qualify an order for a refund.

8. Allergies & Dietary Requirements

If an order contains chocolates, snacks, food, or other edible products, please tell us before we begin preparing the order about any known:

Allergies
Dietary restrictions
Ingredients that must be avoided
Specific food requirements

We will make reasonable efforts to follow the written information you provide.

However, many edible products are manufactured or packaged by third-party brands. Their ingredients and allergen information are controlled by those manufacturers. If an allergy is severe, please contact us before placing the order so we can confirm whether we are able to accommodate the requirement safely.

We cannot take responsibility for dietary requirements or allergies that were not disclosed to us before preparation.

9. Perishable Items

Flowers, chocolates, snacks, and other perishable items naturally have a limited lifespan. We are responsible for supplying your order in an appropriate condition at the time of delivery.

After successful delivery, the condition of these products may be affected by factors including:

Heat
Direct sunlight
Humidity
Refrigeration
Storage
Handling
Length of time after delivery

Please follow any care or storage instructions provided with your order.

We cannot provide refunds for deterioration caused by improper storage, handling, or environmental conditions after successful delivery.

10. Custom & Commissioned Orders

Custom or commissioned work is created specifically according to details agreed with the customer. Before work begins, you are responsible for checking and approving important details such as:

Names
Spellings
Messages
Colours
Quantities
Sizes
Themes
Personalization
Other custom requirements

Once a custom order has been approved and work has started, it generally cannot be cancelled, returned, or refunded.

However, if the finished order arrives damaged, defective, or clearly does not match the customization or specification we agreed with you, please contact us within 24 hours of delivery.

11. Delivery-Related Issues

Delivery issues are also subject to our Delivery Policy.

If we are unable to meet a delivery date that we specifically confirmed with you, please contact us and we will discuss an appropriate solution, which may include arranging another date or refunding the affected order where appropriate.

If delivery cannot be completed because:

An incorrect address was provided
An incorrect phone number was provided
The recipient could not be contacted
Nobody was available to receive the order
The customer requested delivery to an unsuitable or unattended location

the order will not normally qualify for a refund. Any additional delivery attempt may require a new delivery fare.

12. Refund Payments

Where we agree that a refund is due, the refund will normally be sent back using the same or an agreed suitable payment method. We aim to initiate approved refunds within 3 working days. After we issue a refund, the time it takes to appear in your account may depend on your bank, payment provider, or financial institution.

Unless otherwise agreed, refunds relate to amounts paid directly to Perennia by Qayra. InDrive or other third-party delivery fares that are paid directly to a rider are separate from your payment to us and are therefore not normally refundable by Perennia by Qayra.

If a delivery cost was incurred specifically because of an error on our part, please contact us and we will review the situation fairly.

13. How to Report a Problem or Request a Refund

If there is a problem with your order, please contact us as soon as possible. When relevant, include your:

Name
Order reference
Description of the issue
Photographs or videos

Instagram: @perenniabyqayra
Email: info.perenniabyqayra@gmail.com

We aim to respond to order-related concerns within 2 working days. If you are unhappy with the first resolution offered, please let us know and we will review the matter again.

14. Your Consumer Rights

Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot lawfully be excluded under applicable consumer law. This policy should be read together with our Terms of Sale and Delivery Policy.