Returns, Refunds & Bouquet Replacement

Last updated: 10 August 2026

Our Returns and Replacement Policy

At Maria Flowers, we want every bouquet to arrive fresh, beautiful, and suitable for the occasion.

Flowers are natural, delicate, and perishable products. Their condition and successful delivery can depend on factors including flower availability, weather, delivery conditions, Recipient availability, and the accuracy of the information provided when placing the Order.

If something goes wrong with your Order, please contact Maria Flowers as soon as possible. Each request will be reviewed individually based on the circumstances of the Order.

This policy explains:

when an Order may be cancelled;
when a refund may be available;
when a bouquet replacement may be requested;
how delivery-related complaints are handled; and
what information we may need to review a request.

1. Can I Cancel My Order?

You may request cancellation of an Order before preparation has started.

If the Order has not yet entered the preparation process, Maria Flowers may cancel the Order and issue a full refund.

Once the Order has entered the Preparing stage, cancellation may no longer be possible because flowers may already have been selected, cut, arranged, wrapped, or otherwise prepared specifically for the Order.

Cancellation may also no longer be possible once the Order has been handed to a courier or dispatched for delivery.

If you need to cancel an Order, please contact Maria Flowers as soon as possible.

Any mandatory cancellation rights available under applicable Kazakhstan law remain unaffected.

2. Flowers and Bouquets

Fresh flowers and bouquets are perishable Products and are prepared specifically for individual Orders.

For this reason, flowers or bouquets of appropriate quality generally cannot simply be returned because the Customer:

changed their mind;
no longer wants the bouquet;
selected the wrong Product;
does not like a natural variation in the flowers; or
no longer requires the Order after it has been prepared.

However, if there is a genuine quality problem with the bouquet or the Order differs materially from what was ordered, please contact Maria Flowers so that we can review the issue.

Nothing in this policy limits any mandatory rights available under applicable consumer protection law.

3. Natural Flower Variations

Flowers are natural Products.

Their exact colour, size, shape, shade, openness, texture, and appearance may vary from the photographs displayed on the Maria Flowers website.

A reasonable natural variation is not necessarily considered a defect.

Seasonal availability may also require Maria Flowers to substitute certain flowers, greenery, wrapping, or decorative elements.

Where substitutions are necessary, we will make reasonable efforts to maintain the overall style, colour palette, quality, and value of the ordered bouquet.

4. When Can I Request a Bouquet Replacement?

You may ask Maria Flowers to review your Order for a possible replacement if, for example:

the flowers arrived significantly damaged;
the flowers arrived in an unacceptable condition;
the bouquet was materially different from the Order without a reasonable substitution;
an important part of the Order was missing;
the wrong bouquet was delivered; or
a delivery problem significantly affected the condition of the flowers.

Please contact Maria Flowers as soon as possible after delivery.

For complaints relating to the condition of fresh flowers, we recommend contacting us within 24 hours of delivery so that the condition of the bouquet can be assessed as accurately as possible.

5. What We Need to Review a Complaint

When contacting Maria Flowers about a Product or delivery problem, please provide:

your Order number;
a short description of the problem;
clear photographs showing the bouquet or affected Product;
the delivery date; and
any other information that may help us understand what happened.

We may request additional photographs or information where reasonably necessary.

This helps us determine whether the problem resulted from Product quality, preparation, delivery, handling, or another circumstance.

6. How the Bouquet Replacement Process Works

Step 1 — Contact Maria Flowers

Please provide your Order number, a description of the issue, and clear photographs where the complaint relates to Product quality.

Step 2 — We Review the Order

Maria Flowers may review:

Order information;
Products ordered;
photographs provided by the Customer;
preparation information;
delivery information;
delivery timing;
Customer comments; and
any other information relevant to the complaint.

Step 3 — We Determine an Appropriate Solution

Depending on the circumstances, Maria Flowers may offer:

replacement of the bouquet;
replacement of part of the bouquet;
redelivery;
a partial refund;
a full refund; or
another appropriate resolution.

The solution will depend on the circumstances of the individual Order and applicable law.

Step 4 — Replacement or Redelivery

If a replacement or redelivery is approved, Maria Flowers may contact the Customer or Recipient to confirm:

the Delivery Address;
Recipient availability;
telephone number;
delivery date; and
suitable delivery time.

7. Delivery Delays

Maria Flowers will make reasonable efforts to deliver during the delivery period selected by the Customer.

However, preparation and delivery may be affected by circumstances including:

traffic;
weather;
courier availability;
road conditions;
distance;
high order volume;
public holidays;
Recipient availability; and
other circumstances outside our reasonable control.

Delivery and preparation may therefore take approximately 30 minutes to 1 hour longer than expected under normal delay conditions.

A delay alone does not automatically mean that an Order qualifies for a refund or replacement.

However, if a significant delay has materially affected the purpose or condition of the Order, please contact Maria Flowers. We will review the circumstances individually.

8. Incorrect Delivery Information

The Customer is responsible for providing accurate delivery information.

This includes:

Recipient's full name;
telephone number;
Delivery Address;
apartment or unit number;
building access information; and
any other information necessary to complete delivery.

If delivery is unsuccessful or delayed because incorrect or incomplete information was supplied by the Customer, refund or replacement options may be limited.

Additional delivery charges may apply if another delivery attempt is required.

9. Recipient Not Available

The Customer should make reasonable efforts to ensure that the Recipient is available during the selected delivery period.

If the Recipient cannot be reached or is unavailable, the courier or Maria Flowers may attempt to contact the Customer or Recipient.

Depending on the circumstances, another delivery attempt may be arranged.

An additional delivery fee may apply.

Because flowers are perishable, a new bouquet may also need to be prepared if the original bouquet is no longer suitable for delivery.

In that situation, additional Product or preparation charges may apply.

10. Recipient Refuses the Order

If the Recipient refuses to accept a correctly prepared and delivered Order, this will not normally be considered a fault of Maria Flowers.

Because fresh flowers are perishable, a refund may not be available where the bouquet has already been prepared and delivery has been attempted.

Please contact Maria Flowers as soon as possible if this situation occurs so that we can determine whether another reasonable delivery option is available.

11. Refunds

A refund may be considered where, for example:

Maria Flowers cancels an Order that has already been paid for;
Maria Flowers is unable to fulfil the Order and no suitable alternative is accepted;
the wrong Product was delivered;
a serious Product quality problem is confirmed;
an approved replacement cannot reasonably be provided; or
another circumstance gives the Customer a right to a refund under applicable law.

Refund requests are reviewed individually.

Maria Flowers may request supporting information before approving a refund.

12. How Refunds Are Processed

Where a refund is approved, it will normally be returned using the original payment method where technically possible.

Maria Flowers will initiate the approved refund through the relevant payment provider.

The amount may not appear immediately in the Customer's account.

The time required for a refund to appear may depend on:

the payment provider;
the Customer's bank;
the payment method used; and
payment processing times outside Maria Flowers' control.

13. Partial Refunds

In some cases, a full refund may not be appropriate.

For example, where only one part of an otherwise correctly delivered Order has a confirmed problem, Maria Flowers may offer:

replacement of the affected item;
replacement of part of the arrangement; or
an appropriate partial refund.

The available solution will depend on the circumstances.

14. Additional Products and Gifts

If Maria Flowers offers additional Products such as greeting cards, gifts, or other accessories, return eligibility may depend on the type and condition of the Product.

Products that have been personalised or prepared specifically for the Customer may not be eligible for return simply because the Customer changes their mind, subject to applicable law.

Please contact Maria Flowers if there is a quality issue or if an incorrect additional Product was delivered.

15. Cases Where a Refund or Replacement May Not Be Available

Subject to applicable law, Maria Flowers may decline a refund or replacement request where the problem resulted from circumstances outside our reasonable control, including:

an incorrect Delivery Address supplied by the Customer;
an incorrect Recipient telephone number;
the Recipient being unavailable;
the Recipient refusing the Order;
restricted building access;
failure to provide necessary delivery information;
inappropriate handling of the flowers after delivery;
failure to provide reasonable evidence of a claimed quality issue; or
a reasonable natural variation in the appearance of flowers.

Each case will be considered based on its individual circumstances.

16. Flower Care After Delivery

Fresh flowers require appropriate care after delivery.

Customers and Recipients should follow reasonable flower-care practices, including providing clean water and keeping flowers in suitable environmental conditions.

The lifespan of flowers can depend on:

flower type;
temperature;
sunlight;
water quality;
room conditions;
handling; and
care after delivery.

Maria Flowers cannot be responsible for deterioration resulting from improper handling or environmental conditions after successful delivery.

17. Changes and Substitutions

Certain flowers may occasionally be unavailable because of seasonality, supplier availability, or quality requirements.

Where reasonably necessary, Maria Flowers may substitute an unavailable flower or decorative element with an appropriate alternative.

A reasonable substitution of similar quality and value does not automatically qualify an Order for a refund.

If you believe the substitution materially changed the bouquet, please contact Maria Flowers and provide photographs so that we can review the Order.

18. How to Contact Us

If you would like to request cancellation, bouquet replacement, redelivery, refund, Product quality review, or another Order-related resolution, please contact Maria Flowers using the contact information provided on our website.

When contacting us, please provide your Order number.

For Product-quality complaints, please also provide clear photographs where possible.

19. Related Policies

This Returns, Refunds & Bouquet Replacement Policy should be read together with:

Terms & Conditions — general rules governing Orders and purchases;
Delivery Policy — delivery dates, times, delays, failed deliveries, and Recipient information;
Privacy Policy — how Maria Flowers collects, uses, and protects personal information.

Nothing in this policy excludes or limits any mandatory consumer rights available under the laws of the Republic of Kazakhstan.

Maria Flowers

Fresh flowers for every moment.