Returns & Refund Policy

At DubaiFlora, every order is prepared fresh by hand and delivered with care. Because we work with fresh flowers and made-to-order decoration, our return and refund policy is different from that of a typical retail store. Please read it carefully so you know exactly how we look after you if something isn't right.

Fresh Flowers and Perishable Items

Fresh flowers, garlands (haar/mala), gajra, floral jewellery, bridal flowers, toran, and all made-to-order decoration are perishable and prepared specifically for your order. For reasons of hygiene and freshness, these items cannot be returned or exchanged once they have been delivered or collected.

If Your Order Is Damaged or Incorrect

Please inspect your order at the moment of delivery. If an item arrives damaged, incorrect, or significantly different from what you ordered, you must report it to us immediately upon delivery, while the delivery is still taking place or right after, so we can verify and resolve it.

To report an issue, please provide:

  • your order number;
  • a clear photo of the item as received;
  • a short description of the problem.

Where we confirm the fault is ours, we will offer the most appropriate remedy — a replacement, a partial refund, or a full refund — at our discretion. Issues reported after delivery has been completed and the recipient has accepted the order may not be eligible for a remedy, as the freshness and condition of flowers cannot be verified once time has passed.

When a Refund or Replacement Does Not Apply

We do not offer refunds or replacements where the issue is not caused by us. This includes, but is not limited to:

  • natural variation in fresh flowers — slight differences in shade, size, or bloom are normal and expected;
  • seasonal substitutions of equal or greater value (see below);
  • flowers wilting or deteriorating after delivery due to handling, heat, or lack of care by the recipient;
  • incorrect delivery details, address, or recipient contact number provided at the time of ordering;
  • a recipient being unavailable or refusing the delivery;
  • dissatisfaction based on personal preference where the order was delivered correctly and in good condition.

Substitutions

Our flowers are sourced fresh from several countries, and availability varies by season. Occasionally a specific flower, colour, or variety may be unavailable. In these cases we may substitute an item of equal or greater value while keeping the overall style, size, and feel as close as possible to the original. A substitution made in this way is not considered an incorrect order and is not eligible for a refund.

Cancellations and Changes

Because orders are prepared fresh, changes or cancellations must be requested at least 24 hours before the scheduled delivery date, and no later than 2:30 PM UAE time the day before delivery. During peak periods and special calendar events (such as major festivals and wedding seasons), we may be unable to accept changes or cancellations once an order is confirmed. Orders that have already been prepared or dispatched cannot be cancelled or refunded.

How Refunds Are Processed

Where a refund is approved, it will be issued to your original payment method. Please allow up to 10 business days for processing, and note that your bank or card provider may take additional time to reflect it on your statement.

How to Reach Us

DubaiFlora is operated by Al Ghadeer Flowers, Al Muteena Street, Deira, Dubai, United Arab Emirates. Thank you for choosing DubaiFlora.