Refund / Cancellation Policy

This Refund / Cancellation Policy explains how cancellations, refunds, replacements, exchanges, failed deliveries, and order issues are handled by Zajel Flower & Gift Delivery (“Zajel,” “we,” “our,” or “us”).

This policy applies to orders placed through our website, mobile application, WhatsApp, phone, social media, or any other official Zajel sales channel.

1. How to Request a Cancellation, Refund, or Replacement

To request a cancellation, refund, replacement, or support with an order, please contact us as soon as possible using one of the following channels:

• Email: support@zajel.me
• WhatsApp: +962792220522

Please include:

• Your order number.
• The name or phone number used for the order.
• A clear explanation of the issue.
• Photos or videos, if the issue relates to product damage, wrong item, or quality.

2. Order Cancellation Before Preparation

If you request cancellation before we start preparing the order, before we purchase or reserve special items, and before dispatch or delivery arrangements begin, the order may be eligible for cancellation and refund.

If the order is eligible, we may issue a refund to the original payment method, store credit, or another method agreed with the customer.

Bank charges, payment provider fees, transfer fees, currency conversion differences, or other third-party fees may be non-refundable where they are not returned to us by the relevant provider.

3. Order Cancellation After Preparation Has Started

Once order preparation has started, cancellation may not be possible. This includes, but is not limited to:

• Flowers that have been arranged or prepared.
• Cakes or food items that have been ordered, customized, or prepared.
• Balloons that have been inflated or customized.
• Greeting cards that have been printed.
• Customized or personalized gifts.
• Items purchased or reserved specifically for your order.
• Orders assigned to a driver or prepared for dispatch.
• Same-day, priority, urgent, or midnight delivery orders already in progress.

In these cases, Zajel may refuse cancellation or may offer a partial refund, store credit, rescheduling, or another reasonable solution depending on the status of the order and the costs already incurred.

4. Cancellation After Dispatch or Delivery Attempt

Once an order has been dispatched, assigned to a driver, delivered, or delivery has been attempted, cancellation is generally not available.

Delivery fees may be non-refundable once the delivery process has started, especially if the delivery attempt failed because of incorrect information, recipient unavailability, recipient refusal, inaccessible location, or a customer-requested change after dispatch.

5. Same-Day, Priority, and Midnight Delivery Orders

Same-day, priority, urgent, and midnight delivery orders may be prepared quickly after confirmation. Because of the fast preparation and delivery process, cancellation requests for these orders must be made immediately.

If preparation, purchasing, customization, driver assignment, or dispatch has already started, the order may not be eligible for cancellation or full refund.

6. Perishable Products

Flowers, cakes, food items, chocolates, balloons, plants, and similar products may be perishable, delicate, seasonal, handmade, or time-sensitive.

For health, safety, freshness, and quality reasons, perishable products are generally not eligible for return after delivery unless they are damaged, defective, incorrect, or significantly different from what was confirmed.

7. Customized and Personalized Orders

Customized or personalized orders may not be eligible for cancellation, return, or refund once preparation has started.

Customized and personalized orders may include:

• Personalized greeting cards.
• Custom flower arrangements.
• Specially requested colors, themes, or designs.
• Custom cakes or printed cake messages.
• Customized balloons.
• Specially sourced gifts.
• Orders prepared for a specific recipient, date, or occasion.

8. Product Variations and Substitutions

Flowers and gift products may vary slightly from photos due to seasonality, natural differences, supplier availability, packaging availability, lighting, screen settings, and handmade preparation.

If a specific flower, color, wrapping, brand, packaging item, or gift component is unavailable, Zajel may substitute it with a similar item of equal or greater value while keeping the same overall style and purpose of the gift.

Minor variations in flower shade, arrangement shape, packaging, or accessory details are not considered defects and may not qualify for a refund.

9. Damaged, Defective, or Wrong Items

If the order arrives damaged, defective, incorrect, or significantly different from what was confirmed, please contact us within 24 hours of delivery.

Please provide:

• Order number.
• Clear photos or videos of the issue.
• A description of what is wrong.

After reviewing the issue, Zajel may offer one or more of the following solutions, depending on the case:

• Replacement of the affected item.
• Partial refund.
• Full refund.
• Store credit.
• Redelivery, where appropriate.

Zajel may refuse a refund or replacement if the issue is reported late, if the product has been used or altered, if photos are not provided when needed, or if the issue was caused after successful delivery.

10. Failed Delivery Due to Incorrect Information

Customers are responsible for providing accurate delivery details, including recipient name, phone number, city, area, address, location, and delivery notes.

If delivery fails because of incorrect or incomplete information, unreachable recipient, unavailable recipient, inaccessible location, wrong phone number, wrong address, or lack of response, the order may not be eligible for full refund.

Zajel may offer redelivery where possible. Additional delivery fees may apply. Perishable items may not be suitable for redelivery or storage.

11. Recipient Refusal

If the recipient refuses to accept the gift, Zajel will try to contact the customer for instructions where possible.

If the order has already been prepared and delivery has been attempted, the order may not be eligible for cancellation or full refund. Delivery fees may be non-refundable.

For special services where Zajel expressly confirms that payment is only required after recipient acceptance, separate service terms may apply.

12. Delayed Delivery

We work hard to deliver within the selected delivery window. However, delivery delays may occur due to traffic, weather, road closures, recipient availability, peak seasons, supplier delays, operational issues, or events outside our control.

A delay does not automatically qualify for cancellation or refund if the order is successfully delivered within a reasonable time or if the delay was caused by circumstances outside Zajel’s reasonable control.

If a delay is significant and caused by Zajel, we may offer a suitable solution such as rescheduling, partial refund, store credit, or cancellation, depending on the order status and product type.

13. Returns and Exchanges

Due to the nature of flowers, gifts, food items, cakes, chocolates, balloons, personalized products, and delivery-based orders, returns are generally not accepted unless the product is damaged, defective, incorrect, or approved by Zajel customer support.

Non-perishable sealed items may be considered for exchange at Zajel’s discretion if they are unused, unopened, in original packaging, and reported within a reasonable time after delivery. Delivery and collection fees may apply.

Items that have been opened, used, damaged after delivery, customized, or affected by improper handling may not be eligible for return or exchange.

14. Refund Method and Processing Time

Approved refunds are usually issued to the original payment method where possible. In some cases, Zajel may offer store credit, replacement, rescheduling, or another agreed solution.

Refund processing time may vary depending on the payment method, bank, payment provider, card issuer, and currency. After Zajel processes the refund, the time needed for the amount to appear in your account is controlled by the payment provider or bank.

Zajel is not responsible for delays caused by banks, payment processors, card issuers, transfer services, or currency conversion processes.

15. Chargebacks and Payment Disputes

If you have an issue with an order, please contact Zajel first so we can investigate and try to resolve it fairly.

Improper chargebacks, false claims, or payment disputes for successfully prepared, dispatched, delivered, or attempted orders may result in account restrictions, order cancellation, refusal of future service, or collection of outstanding amounts where permitted by law.

16. Refunds for Promotions, Bundles, and Discounted Orders

If an order was purchased using a promotion, coupon, bundle, or discount, any approved refund may be calculated based on the actual amount paid after the discount.

If only part of a bundle or discounted order is refunded, Zajel may adjust the refund amount to reflect the promotional pricing structure.

17. Force Majeure and Events Outside Our Control

Zajel is not responsible for failure or delay caused by events outside our reasonable control, including but not limited to severe weather, traffic disruption, road closures, accidents, strikes, supplier issues, power outages, internet outages, payment provider issues, government actions, emergencies, security events, or natural disasters.

In such cases, we will try to provide a reasonable solution depending on the order status, product type, and circumstances.

18. Changes to This Policy

We may update this Refund / Cancellation Policy from time to time to reflect changes in our operations, products, legal requirements, payment methods, or delivery services.

When we update this policy, we will revise the “Last Updated” date at the top of this page. The policy in effect at the time of your order will generally apply to that order, unless otherwise required by law.

19. Contact Us

If you have questions about cancellations, refunds, returns, replacements, or order issues, please contact us: