Returns and refunds

Cancelling before your order leaves us

You can cancel any order free of charge until it has been handed to the courier or collected at the clinic. If you paid by card, we refund the full amount.

Changing your mind

Under the Saudi E-Commerce Law you may return a product within 7 days of receiving it, as long as it is unused, unopened and in its original packaging.

For these returns you pay the cost of sending the product back (or bring it to a Florya clinic), and we refund the price of the returned products including VAT. The delivery fee of the original order is not refunded.

Products we cannot take back

Unless they are faulty or not what you ordered, we cannot accept returns of:

• food, treats, litter and other consumables that have been opened or used;
• medicines, prescription products and temperature-sensitive products once they have left us, because we cannot guarantee how they were stored;
• products prepared or ordered specially at your request.

Faulty, damaged or wrong items

If a product arrives damaged, faulty, expired or is not what you ordered, tell us as soon as you can, ideally within 7 days, with your order number and a photo if possible. We will replace it or refund it in full, including the delivery fee, and we cover the cost of the return.

How to return a product

Contact us on WhatsApp (⁦+966 53 319 5221⁩) or at info@florya.co with your order number and the product you want to return. We will tell you whether to bring it to a Florya clinic or how to send it back.

How and when you are refunded

• Card payments are refunded to the same card.
• Cash payments are refunded by bank transfer to an account in your name, or in cash at a Florya clinic.

We issue the refund within 14 days of receiving and checking the returned product, or of cancelling the order. Your bank may take a few more days to show it.