Last updated: 10 August 2026

At Riviera, we take care to prepare and deliver every order in good condition. This policy explains when a product may be returned, replaced, exchanged or refunded.

This policy applies to purchases made through the Riviera website and should be read together with our
Terms and Conditions,
Delivery Information and
Privacy Policy.

Nothing in this policy limits any rights available to customers under the applicable consumer-protection laws of the State of Qatar.

1. Perishable Products

Flowers, floral arrangements, chocolates, cakes, food products and certain plants are perishable or time-sensitive products.

Because their quality may be affected by time, temperature, handling and storage after delivery, these products cannot normally be returned or exchanged simply because the customer changes their mind.

However, customers may request a replacement or refund if a perishable product:

• Arrives damaged, spoiled or in an unacceptable condition;
• Is materially different from the product ordered;
• Is missing an important component listed in the product description;
• Is not suitable for consumption at the time of delivery, where applicable; or
• Is otherwise defective or not reasonably consistent with its published description.

A reasonable variation in the colour, size or appearance of natural flowers and plants is not normally considered a defect. Any substitution will be handled according to the substitution provisions in our
Terms and Conditions.

2. Reporting a Problem With a Perishable Product

Problems involving flowers, floral arrangements, chocolates, food products or other perishable goods must be reported within 24 hours of delivery.

Please contact Riviera and provide:

• Your order number;
• The name and contact details used for the order;
• A clear description of the problem;
• Clear photographs or video showing the product and packaging; and
• Your preferred resolution, such as a replacement or refund.

The product and its packaging should be retained until Riviera has completed its review. We may be unable to assess a claim if the product has been discarded or if adequate evidence is not provided.

3. Incorrect or Incomplete Orders

If Riviera delivers the wrong product or an order is materially incomplete, please notify us within 24 hours of delivery.

After verification, Riviera will arrange one of the following without an additional delivery charge:

• Delivery of the correct or missing product;
• Replacement with an agreed equivalent product; or
• A full or partial refund, depending on the affected part of the order.

Riviera may arrange to collect an incorrectly delivered item where appropriate.

4. Non-Perishable Products

Non-perishable products, such as unused vases, containers, accessories and eligible gift items, may be requested for return or exchange within 7 days of delivery, provided that the product:

• Is unused and undamaged;
• Is in its original condition and packaging;
• Includes all accessories, labels and components;
• Has not been personalized or made to order; and
• Is accompanied by the order confirmation, invoice or other proof of purchase.

All non-perishable returns are subject to inspection and approval.

Where a non-perishable product is returned because of a change of mind rather than a defect or Riviera error, the customer may be responsible for the applicable collection or delivery charge. Any charge will be communicated and agreed upon before collection is arranged.

5. Products That Cannot Be Returned for a Change of Mind

Unless the product is damaged, defective, incorrectly supplied or otherwise protected by applicable law, Riviera does not accept change-of-mind returns or exchanges for:

• Cut flowers and floral arrangements;
• Chocolates, cakes, food and other consumable products;
• Products that have been opened where hygiene or food-safety considerations apply;
• Personalized, engraved or custom-made products;
• Products specifically prepared according to customer instructions;
• Products damaged after delivery through misuse, neglect or unsuitable storage;
• Used products or products without their original packaging;
• Gift cards or vouchers that have been used, partially used or expired; and
• Sale or promotional products clearly marked as non-returnable before purchase.

These exclusions do not remove the customer’s right to seek an appropriate remedy for a defective, damaged or incorrectly supplied product.

6. Plants

A concern about the condition or health of a plant must be reported within 24 hours of delivery, together with clear photographs.

A plant will not normally qualify for replacement or refund where deterioration occurs after delivery because of:

• Overwatering or underwatering;
• Inadequate light, ventilation or temperature;
• Failure to follow the provided care instructions;
• Repotting or transplanting damage;
• Pest exposure after delivery; or
• Other unsuitable care or environmental conditions.

Where the evidence indicates that a plant was unhealthy or materially damaged at the time of delivery, Riviera will offer an appropriate replacement or refund.

7. Personalized Orders and Customer-Provided Information

Personalized and custom-prepared products cannot be returned or exchanged because of a change of mind.

Riviera is not responsible for errors resulting from information supplied incorrectly by the customer, including:

• Incorrect names or message-card wording;
• Incorrect delivery address;
• Incorrect recipient telephone number; or
• Incorrect selected product options.

If Riviera makes an error when preparing a personalized product, please report it within 24 hours of delivery. After verification, Riviera will arrange a correction, replacement or refund as appropriate.

8. How to Submit a Request

To request a return, replacement, exchange or refund, contact Riviera through one of the following approved channels:

• Email: info@rivieraqatar.com
• Telephone/WhatsApp:
  +974 3375 0041
• Contact form:
  Contact Us

Please do not return or deliver a product to Riviera before receiving return instructions and approval.

9. Review and Response Times

Riviera will acknowledge a properly submitted request within one business day.

We aim to review the request and communicate the proposed resolution within two business days after receiving all required information and evidence.

Some claims may require collection or physical inspection of the product. If additional time is required, Riviera will inform the customer and provide an updated timeframe.

10. Available Resolutions

After reviewing an eligible claim, Riviera may provide one or more of the following remedies, as appropriate:

• Replacement of the affected product;
• Exchange for an agreed equivalent product;
• Correction or completion of the order;
• Partial refund for the affected part of the order;
• Full refund; or
• Another remedy agreed with the customer.

Where a product is defective, damaged or incorrectly supplied, the remedy will be provided without an additional delivery or collection charge.

Any replacement is subject to product and flower availability. If the original product is unavailable, Riviera will contact the customer to agree on a suitable alternative or refund.

11. Replacement Delivery

Once approved and subject to availability, Riviera will arrange replacement delivery at the earliest reasonably available time.

For time-sensitive occasions, Riviera will explain the available options when confirming the resolution. A replacement delivery time cannot be guaranteed until it has been confirmed by Riviera.

12. Refunds

Approved refunds will be initiated within 10 business days after the claim is approved or, where applicable, after the returned product has been received and inspected.

Online payments will be refunded through the original payment method used for the order whenever technically possible.

For Cash on Delivery orders, Riviera will contact the customer to arrange the approved refund through an available refund method. The customer may be asked to provide information necessary to verify the order and process the refund securely.

After Riviera initiates a card refund, the time required for the amount to appear in the customer’s account may depend on the bank or payment provider. Any delivery charge attributable to a Riviera error or defective product will also be refunded.

13. Gifts and Third-Party Recipients

Where an order was purchased as a gift, Riviera may need to communicate with the purchaser before approving a refund.

Any approved monetary refund will normally be issued to the original purchaser through the original payment method. A gift recipient may receive a replacement where the purchaser’s payment details are not required.

14. Order Cancellations

This policy concerns products that have already been delivered. Requests to cancel or modify an order before delivery are governed by the cancellation provisions in our
Terms and Conditions.

Because flowers, food and personalized products may be prepared specifically for an order, cancellation may not be possible once preparation has started.

15. Refused and Failed Deliveries

A refund may not be available where delivery fails because:

• The delivery address supplied by the customer is incorrect or incomplete;
• The recipient cannot be contacted;
• The recipient refuses an order that matches the purchase;
• Access to the delivery location is unavailable; or
• The customer does not respond within a reasonable period.

Please see our
Delivery Information
for delivery and redelivery rules.

This limitation does not apply where the failed delivery was caused by Riviera or its delivery provider.

16. Complaints and Escalation

If you are dissatisfied with the handling of a return, replacement or refund request, you may submit a formal complaint through our
Complaints Procedure.

Please include the original order number and any return or claim reference so the matter can be reviewed efficiently.

17. Business Information

This policy is provided by:

Legal business name: Riviera
Trading name: Riviera Flowers & Chocolates
Commercial Registration number: 18104
Location: Al Sadd Main Street, Doha, Qatar
Telephone/WhatsApp:
+974 3375 0041
Website:
rivieraqatar.com

For assistance, please visit our
Contact Us page.