Return & Exchange Policy

Lavender Crown

In accordance with the regulations of the Saudi Ministry of Commerce and the Saudi E‑Commerce Law, Lavender Crown establishes the following Return and Exchange Policy to ensure transparency and protect customer rights.

1. Policy Scope

This policy applies to all orders placed through Lavender Crown within the Kingdom of Saudi Arabia.

2. Returns and Exchanges

Customers may request a return or exchange within 24 hours from the time of delivery only if:

• The product is received damaged, or

• The product is not as described.

Important Notes:

• Returns and exchanges apply only to gift products.

• Perishable items such as fresh flowers are not eligible once used or exposed to unsuitable conditions.

Eligibility Requirements:

To qualify for a return or exchange, the product must:

• Be in its original condition

• Be unused

• Not be damaged due to misuse

• Be returned in its original packaging, with all tags and labels intact

3. Shipping Costs

Lavender Crown covers shipping costs when:

• An incorrect product was delivered

• The product was damaged due to an error during preparation or shipping

The customer bears shipping costs when:

• The exchange request is due to a change of preference, after approval by Lavender Crown

4. Request Procedure

Return or exchange requests must be submitted via WhatsApp at:\n+966 55 917 6702

Customers must provide the following information:

• Customer name

• Mobile number

• Order number

• Product name

• Reason for return or exchange

Lavender Crown will contact the customer to proceed according to this policy.

5. Refunds

• Approved refunds are processed within 1 to 10 business days, depending on the payment provider or issuing bank.

• Refunds are issued only through the original payment method used for the purchase.

• Refunds are limited to cases permitted under the Saudi E‑Commerce Law.

6. Order Cancellation

All Lavender Crown products are custom‑made upon order.

Orders cannot be canceled or refunded if:

• Preparation has already begun and the customer changes their mind.

Orders may be canceled and refunded only if:

• Lavender Crown is notified at least 48 hours before the scheduled delivery time

• Same‑day orders are canceled within 15 minutes of order placement

Cake Orders

• Cake orders cannot be canceled after confirmation, as they are prepared electronically by a third‑party supplier based on customer approval.

7. General Cases

• If the recipient refuses delivery after the order is out for delivery, the customer will bear the reshipping cost.

• Lavender Crown is not responsible for delays or incorrect delivery caused by inaccurate recipient information provided by the customer.

• Any quality‑related issues must be reported within 8 hours of delivery, including a clear description and photos when possible.

If a product defect is confirmed, Lavender Crown may:

• Replace the product with a similar item, or

• Credit the order value to the customer’s wallet

Lavender Crown reserves the right to retrieve the original product in case of replacement.

8. General Provisions

Lavender Crown reserves the right to amend or update this policy in compliance with applicable laws and regulations. Any updates will be published on the official website.