Refund policy

OnlyRoses Store Policy (Qatar) — Classic Roses & Infinite Roses

A. Scope & definitions

This Store Policy applies to purchases made from OnlyRoses in Qatar (in-store, phone/WhatsApp, website, and delivery orders).

  • “Classic Roses”: fresh rose arrangements prepared on client request (custom-made / made-to-order).
  • “Infinite Roses”: preserved rose arrangements designed to last at least one (1) year with proper care (indoor decorative product).

B. Orders, substitutions & presentation

  • Our products are handcrafted and may vary slightly from photos due to seasonality and artisanal preparation.
  • If a specific component is unavailable, we may propose the closest alternative of equal or higher value (we will contact you when feasible).

C. Cancellations & order changes

Because floral work often begins immediately:

  • Same-day / imminent delivery orders: changes or cancellations must be requested as early as possible and may not be possible once preparation has started.
  • Custom/bespoke orders (including large quantities/events): may require advance notice to cancel or materially change.

D. Returns policy (important)

1) Classic Roses (fresh) — no returns once they leave the store

  • All Classic Roses arrangements are custom-made on request and are non-returnable.
  • Once sold and collected/delivered and the arrangement has left our store, it cannot be returned or refunded for change-of-mind reasons.

2) Infinite Roses (preserved) — exchange possible (if undamaged)

  • Infinite Roses may be exchanged for a similar arrangement in a different color or configuration if the product is undamaged and in resalable condition.
  • If there is a price difference, it will be charged or credited as part of the exchange.
  • Exchanges must be requested within 7 days of purchase and require the original receipt and the item returned in original packaging (where applicable).

Non-returnable / non-exchangeable items (unless defective):

  • Items that are damaged due to misuse, improper storage, or accidents after handover.
  • Discounted/clearance items (unless defective at time of delivery/collection).
  • Accessories/gifts where hygiene or packaging integrity is compromised (if you sell such items).

E. Quality guarantee & remedies (defective / incorrect orders)

We always aim for exceptional quality. If there is a genuine issue, we will make it right in line with Qatar consumer protection principles on defect/non-conformity. WIPO+1

1) If your order arrives damaged, wilted, or incorrect

  • Please contact OnlyRoses within 4 hours of delivery/collection with:
    • your order number/receipt, and
    • clear photos/videos of the product and packaging.
  • If verified, our remedy will be one of the following (at our discretion depending on the case):
    • Replacement (full or partial), or
    • Store credit, or
    • Refund (where appropriate and legally required).

2) Classic Roses — 5-day vase life guarantee (with proper care)

OnlyRoses guarantees a vase life of five (5) days after purchase for Classic Roses when care instructions are followed (clean vase, fresh water, correct trimming, indoor placement away from heat/sun/AC drafts, etc.).

  • If Classic Roses do not meet this expectation due to quality at time of sale, contact us within 24 hours of noticing the issue and within 5 days of purchase, with photos and receipt.
  • We may request the product (or remaining stems) for inspection and will offer an appropriate remedy (replacement/credit, and exceptionally refund where warranted).

3) Infinite Roses — longevity guidance

Infinite Roses are designed to last at least one (1) year indoors with proper care (keep dry, avoid humidity, avoid direct sunlight, do not water, handle gently).

  • Longevity can vary based on environment and handling; fading over time is normal.

F. Delivery, acceptance & responsibility after handover

  • Title and risk transfer at the time of collection (in-store pickup) or successful delivery/acceptance at the delivery address.
  • We aim to deliver within the specified timeframe; however the delivery of the items ordered outside this timeframe, with no more than 6 hours, is not a valid reason to demand a refund for the entire purchase. The fee for the service delivery will be refunded, of course, on such occasions.
  • If delivery is left in a location at the customer/recipient’s instruction, OnlyRoses is not responsible for deterioration due to heat, exposure, or delay after drop-off.
  • For delivery issues (no answer, wrong address, access restrictions), we will attempt to coordinate; re-delivery fees may apply.

G. How to request an exchange or make a complaint

Please contact OnlyRoses Customer Care with:

  • Order number/receipt
  • Date/time of delivery or pickup
  • Photos/videos
  • Preferred resolution (replacement/exchange)

Customer Care: Whatsapp/Phone: +974 3320 3838

Email: doha@only-roses.com

In person: Festival City Mall, Ground Floor, 11:00 – 21:00