Refund & Cancellation Policy

1. Summary

2. Cancelling or rescheduling an order

• More than 12 hours before the slot — you may cancel or move the order to another date or time at no charge. If you paid by card, you receive a full refund of the product price and the delivery fee.
• Less than 12 hours before the slot — the arrangement has usually already been made from fresh flowers bought for your order, so it can no longer be cancelled for a refund. We will always try to reschedule the delivery to a nearby slot where the flowers allow it.
• Orders cancelled by us — if we cannot fulfil an order (for example the address is outside our delivery area or the item becomes unavailable), we cancel it and refund the full amount, including the delivery fee.

To cancel or reschedule, call or WhatsApp +971 52 267 5909 or email [email protected] with your order number. Requests are timestamped when we receive them.

3. Quality complaints

Fresh flowers are perishable and cannot be returned in the way an ordinary product can. Instead, we guarantee their condition on arrival. If the flowers arrive damaged, wilted, materially different from what was ordered, or the wrong item was delivered, contact us within 24 hours of delivery with your order number and clear photographs of the arrangement as received.

Once we confirm the problem — usually the same day — you choose the outcome:

• A replacement — we remake the arrangement and deliver it again at no cost to you, at a time that suits you; or
• A refund — the full amount paid for the affected item is returned to your original payment method.

Where only part of a multi-item order is affected, the choice applies to that item and its share of the order value.

4. What is not covered

• Natural deterioration after delivery, or damage caused by how the flowers were handled, stored or transported once received.
• Minor variation in stems, tones, wrapping or vase from the product photograph, or a substitution of equal or higher value made as described in our Terms & Conditions.
• A failed delivery caused by an incorrect or incomplete address, or a recipient who cannot be reached at the address and phone number provided. A further delivery attempt may be arranged for an additional delivery fee.
• A delay caused by circumstances outside our control, such as severe weather, road closures or authority restrictions, where the flowers were nonetheless delivered in good condition.
• Complaints raised more than 24 hours after delivery, or without photographs allowing us to assess the condition.

5. How refunds are processed

• Card payments — refunded in AED to the same card used for the order. We submit the refund within 2 business days of approving it; it typically appears on your statement within 7–14 business days, depending on your bank.
• Cash on delivery — refunded by bank transfer to an account in the name of the person who placed the order, within 7–14 business days of receiving the account details.
• Refunds are always issued in UAE Dirham (AED), the currency of the original charge. Any difference caused by exchange rates or fees applied by your own bank is outside our control.
• Where a promotional code was applied, the refund is of the amount actually paid.

6. How to raise a request

We acknowledge every request within one business day and aim to resolve it within three. Plant Mama L.L.C-FZ, Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates.