Returns and claims
Returns, cancellations and claims in Dubai
Flowers and floral arrangements are living and perishable goods. Customer-remorse returns after handover are not accepted, but delivery failures, confirmed defects and material order errors are reviewed as claims.
Cancellation before assembly
An order can be cancelled before bouquet assembly, special procurement or transfer to a partner performer starts. If work has already started, actual costs, prepared elements and delivery expenses may be deducted where applicable.
After delivery
After agreed handover, flowers of proper quality are not accepted for return due to their perishable nature. Mandatory consumer rights under applicable law are not limited by this policy.
Defects and material errors
If the order was not delivered, was delivered in a materially different composition, had confirmed defects upon receipt or materially breached agreed terms, we review replacement, repeated delivery, partial refund, full refund or another reasonable remedy.
What is not a defect
Natural differences in shade, variety, bud opening, packaging or decoration are not defects if the overall style, value and purpose of the order are preserved. Damage caused by late pickup, incorrect storage or care after handover is also reviewed separately.
How to submit a claim
Send the order number or date, customer contact, delivery address, description of the situation and photo/video evidence to email or to the messenger used for the order.
Repeated delivery and costs
If delivery failed because the recipient was unavailable, the address was incorrect or access was impossible, repeated delivery may be charged separately. If the issue was caused by Flowers Place, repeated delivery or replacement is handled without an extra delivery fee.
