Returns & Exchanges

Because fresh flowers and botanicals are living, perishable materials, we are unable to accept returns or exchanges after delivery except in the following specific cases:

— The flowers arrive visibly damaged or wilted in a way that does not meet standard quality expectations, and this is not the result of storage conditions on your end after receipt. — The order delivered is entirely different from what you selected in terms of type, colours, or design.

Please inspect your order upon receipt and before signing the delivery confirmation if you have any observations.

Orders designed specifically through KAD's customisation tool — where you selected the package, flowers, add-ons, and greeting card — are considered fulfilled according to your exclusive instructions. They are therefore not eligible for return or exchange unless a product defect or execution error on our part is confirmed.

This does not affect your right to make a claim in the event of damage or delivery error.

Unopened, unused non-perishable items — such as empty gift boxes, accessories, candles, and perfumes — may be returned under the following conditions:

— Within 7 days of the delivery date. — The item must be in its original condition, complete with all packaging and labels, with no signs of use. — Proof of purchase (order number) must be provided.

Return shipping costs are the customer's responsibility unless the return is due to an error on our part.

If your order arrives in any of the following conditions, you are eligible for a full replacement or refund:

— The product is damaged or defective upon receipt. — The order does not match what you selected in terms of products or specifications. — Part of the order's components is missing.

To submit a claim: contact us at contact@kad-sa.com or via WhatsApp within 24 hours of receiving the order, attaching clear photos showing the issue and your order number. We are unable to accept claims submitted after this window.

To request a return or exchange, follow these steps:

1. Contact us at contact@kad-sa.com or via WhatsApp within the timeframe specified for your case. 2. Provide your order number and the reason for the return or exchange request. 3. Attach clear photos of the product if the issue relates to damage or an error. 4. Our team will get back to you within one business day to confirm eligibility and outline the next steps.

All returned items are inspected before a refund is processed.

Once a refund is approved, it is processed according to the following timelines:

— Credit and debit cards: 5 to 7 business days. — Digital wallets: 2 to 3 business days.

These timelines may vary depending on your bank's or payment provider's processing times. Please note that delivery fees are non-refundable unless the error was on our part.

You may cancel your order and receive a full refund in the following two cases:

— Within 2 hours of order confirmation, provided it has not yet entered the preparation stage. — If we notify you that your order cannot be fulfilled for any reason on our end.

Once preparation has begun, the order cannot be cancelled. To cancel within the available window, contact us immediately at contact@kad-sa.com or via WhatsApp with your order number.

Our customer care team is ready to assist you:

Email: contact@kad-sa.com

Please always include your order number when reaching out so we can serve you as quickly as possible.