Cancellation, Exchange, Return, and Refund Policy

At Betolia, we are committed to preparing and delivering flower arrangements with the highest possible quality to ensure a satisfying experience for our customers.


Order Cancellation

  • Customers may request to cancel an order prior to the start of preparation by contacting Betolia Customer Service.
  • Due to the perishable nature of flowers and because bouquets are custom-crafted for each order, orders cannot be canceled once preparation has begun.
  • If a cancellation is approved for a prepaid order, the eligible amount will be refunded to the original payment method used at checkout.


  • Due to the perishable nature of fresh flowers, orders cannot be returned or exchanged once prepared or received due to a change of mind or personal preference, without prejudice to consumer rights established under applicable laws in the Kingdom of Saudi Arabia.
  • If the order arrives:


    • Visibly damaged.
    • Different from the item ordered.
    • Materially non-compliant with the order specifications.


Exchanges and Returns

  • Please contact Betolia Customer Service as soon as possible—preferably within 2 hours of delivery—providing the order number along with clear photos of the issue to help us verify and resolve the matter.
  • Upon reviewing the case, appropriate action will be taken based on the nature of the issue, which may include remaking the order, replacing the product, or issuing a refund.


Refunds

  • Upon approval of an order cancellation or confirmation of refund eligibility, Betolia will return the due amount to the original payment method used for the order.
  • Refunds are processed within a period not exceeding 14 days from the date the refund request is approved. The time required for the amount to reflect in the customer's account may vary depending on the bank or payment service provider.


Nature of Flowers and Availability

  • Flowers are natural products; therefore, slight variations in color, size, or shape may occur compared to the images displayed on the store.
  • In rare instances where a specific type or color of flower is unavailable due to seasonality or supply constraints, it may be substituted with a closely matching alternative that preserves the bouquet's value, harmony, and overall design as closely as possible.


Statutory Rights

  • Nothing in this policy limits or waives any rights granted to consumers under the E-Commerce Law and applicable regulations in the Kingdom of Saudi Arabia.