Refund Policy

Refund & Cancellation Policy

This policy applies to all purchases from Heaven Garden W.L.L via our websites and mobile application.

You may cancel an order free of charge any time before it enters preparation (status "Processing"). Contact us with your order number as soon as possible.
Because our products are perishable and made to order, an order that is already being prepared or is out for delivery cannot be cancelled.
Scheduled orders (future delivery dates) can be cancelled up to 24 hours before the delivery date.

Approved refunds are returned to the original payment method. Card refunds are processed through Tap Payments immediately on our side and typically appear on your statement within 7–14 business days, depending on your bank.
Cash-on-delivery orders that qualify for a refund are refunded by bank transfer or store credit, whichever you prefer.
Any loyalty points spent on a refunded order are returned to your balance automatically; points earned from it are reversed.

If your flowers arrive damaged, wilted or materially different from what was ordered, contact us within 24 hours of delivery with a photo of the arrangement.
After review we will, at your choice, redeliver a replacement free of charge or refund the item. Perishable goods cannot be returned physically — the photo is sufficient.

Orders delivered successfully to the address provided, where no quality issue is reported within 24 hours.
Failed deliveries caused by an incorrect address or an unreachable recipient, where our team attempted contact.
Change of mind after the order has entered preparation, given the perishable nature of the products.

Email hello@heavengardenbh.com or use the Contact page, quoting your order number (e.g. HG-BH-XXXXXX). We respond within one business day.