Exchange and Cancellation Policy

Effective date: 14 July 2026

We want every Speaking Roses order to arrive in the condition and design reasonably expected by the customer. Because flowers are perishable and many of our products are made specifically for an individual customer, different rules apply from ordinary retail products.

Nothing in this policy limits any mandatory consumer right that cannot legally be excluded.

1. Personalized and perishable products

The following products are generally not eligible for return or exchange merely because the customer changes their mind:

  • Fresh flowers and bouquets.
  • Preserved or treated flowers once personalized.
  • Flowers printed with a name, message, logo, photograph or custom design.
  • Products manufactured or prepared according to customer instructions.
  • Products damaged because of incorrect storage or handling after delivery.

Custom products cannot normally be resold because they were made specifically for the original customer.

2. Order cancellations

Please contact us immediately if you need to cancel or change an order.

A cancellation or change may be accepted only before:

  • Flowers have been procured or prepared.
  • Custom printing has begun.
  • An uploaded image has been processed.
  • The order has been packed.
  • The rider or courier has been assigned.
  • The order has been dispatched.

Once customization or preparation begins, the order may become non-cancellable. Where costs have already been incurred, those costs may be deducted from any approved refund.

Submitting a cancellation request does not by itself confirm cancellation. We will confirm whether the request was accepted.

3. Customer-approved customization

Customers are responsible for reviewing:

  • Spelling.
  • Names.
  • Dates.
  • Punctuation.
  • Uploaded photographs.
  • Logos.
  • Selected flower color.
  • Clipart.
  • Delivery address and recipient details.

A preview is intended to provide a reasonable visual representation. Minor differences in screen colors, placement, scale, flower shape and final printing may occur.

We are not required to provide a refund where the completed product accurately follows information or content supplied and approved by the customer.

4. Damaged, defective or incorrect orders

Contact us as soon as possible, preferably within 24 hours of delivery, where:

  • The wrong product was delivered.
  • The order materially differs from the confirmed customization.
  • The product arrived seriously damaged.
  • Flowers arrived in an unacceptable condition.
  • A major item is missing.
  • The custom printing contains an error introduced by us.

Send the following to info@speakingroses.com.pk or 042-35138136:

  • Order number.
  • Customer name.
  • Description of the problem.
  • Clear photographs of the product.
  • Photograph of the packaging.
  • Delivery date and time.

A delay in reporting may make it difficult to determine whether damage occurred before or after delivery. This reporting period does not remove any right that applies under mandatory law.

5. Available remedies

After reviewing the evidence, we may provide one or more of the following:

  • Replacement of the affected product.
  • Correction or reprinting.
  • Redelivery, where appropriate.

The remedy will depend on the nature of the issue, product condition, available stock and delivery circumstances.

We may request that the affected item be returned or made available for collection where reasonably practical.

6. Natural variation in flowers

Flowers are natural products. Differences may occur in:

  • Shape.
  • Size.
  • Shade.
  • Petal arrangement.
  • Stem length.
  • Degree of opening.
  • Fragrance.
  • Texture.
  • Exact bouquet appearance.

Photographs on the website are illustrative. Seasonal availability may require substitution with a similar flower, shade, wrapping or decorative element of comparable style and value.

Normal natural variation is not considered a defect.

7. Freshness and care

Fresh flowers have a limited natural life. Their condition depends on temperature, sunlight, water, humidity, transport and handling.

Customers and recipients should follow any supplied care instructions. We are not responsible for deterioration caused by:

  • Failure to place flowers in suitable water.
  • Exposure to direct sunlight or heat.
  • Air-conditioning vents or unsuitable temperatures.
  • Rough handling.
  • Delayed opening of packaging.
  • Storage inconsistent with supplied instructions.

8. Delivery problems

Incorrect or incomplete address

The customer is responsible for providing a complete and accurate delivery address and contact number.

Additional delivery charges may apply where redelivery is required because of:

  • An incorrect address.
  • An incomplete address.
  • An unavailable recipient.
  • An unanswered telephone.
  • Refusal to accept delivery.
  • Restricted access to the premises.

Because flowers are perishable, a refund may not be available where delivery fails for a reason outside our control.

Delayed delivery

Delivery times are estimates unless we expressly agree to a guaranteed time in writing.

Delays may occur due to:

  • Traffic.
  • Weather.
  • Road closures.
  • Security restrictions.
  • Recipient availability.
  • Incorrect address information.
  • Courier or rider disruption.
  • Events beyond our reasonable control.

A short delay alone does not automatically qualify for a refund. Where timing was an essential expressly agreed condition and the delay was caused by us, we will review an appropriate remedy.

9. Delivery charges

Delivery charges are normally non-refundable once a delivery attempt has been made.

10. Exchange processing time

Approved exchanges are normally initiated within 7 business days.

11. Contact

Return, refund and cancellation requests should be sent to:

Email: info@speakingroses.com.pk
 Phone: 042-35138136