Refund policy

 

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Quality Assurance

At Reem Flora, we take pride in delivering fresh, high-quality flowers and floral arrangements. Customers are requested to inspect their order immediately upon receipt and notify Reem Flora as soon as reasonably possible if there are any concerns regarding quality, damage, defects, missing items or incorrect items.

Where an issue is reported, Reem Flora may request photographs, packaging photos, order details or other reasonable evidence to assess the claim.

Fresh Flowers & Perishable Products

Due to the perishable nature of fresh flowers and floral products, all sales are final.

Fresh flower arrangements, bouquets, preserved flowers, plants and other perishable products are not eligible for refunds, returns or exchanges except where:

  • the order supplied materially differs from the order placed;
  • the product is damaged prior to delivery or while under Reem Flora's direct control; or
  • the customer is otherwise entitled to a remedy under applicable laws of the United Arab Emirates.

Natural variations in flower type, bloom size, colour, fragrance, seasonal availability, stem count, bloom stage and arrangement style are inherent characteristics of floral products and shall not be considered defects or grounds for refunds or returns.

Custom & Personalized Orders

Customized, bespoke, personalized and made-to-order floral arrangements are created specifically according to customer instructions and preferences.

Once an order has been confirmed and procurement, preparation, personalization, sourcing or production has commenced, such orders cannot be canceled, modified, returned or refunded except where required by applicable law.

Order Changes & Cancellations

Reem Flora begins procuring flowers and preparing orders promptly to ensure freshness and timely fulfillment.

Accordingly, orders may not be modified or canceled once procurement, preparation, sourcing, personalization, scheduling, dispatch or delivery has commenced.

Cancellation requests submitted before procurement or preparation begins may be approved at Reem Flora's discretion.

During peak periods, including Valentine's Day, Mother's Day, Eid, Christmas, New Year and other high-demand occasions, cancellations and amendments may be restricted due to advance sourcing, preparation and delivery planning.

Pickup Orders & Third-Party Collection

For orders selected as "Pickup," responsibility and risk of loss transfer to the customer immediately upon collection from Reem Flora's premises.

Where the customer authorizes a third party to collect an order on their behalf, including but not limited to courier services, ride-hailing services, delivery platforms, drivers, Porter, Uber, Careem or similar services, such party shall be deemed the customer's authorized representative.

Reem Flora accepts no responsibility and shall not be liable for any loss, delay, damage, deterioration, theft, temperature exposure, mishandling, transportation issues or quality concerns occurring after the order has been collected by the customer or their authorized representative.

The customer assumes full responsibility for ensuring appropriate transportation, storage and handling conditions after collection.

Where available, Reem Flora may retain photographs of completed orders prior to collection or handover. Such photographs may be relied upon as evidence that the order was prepared and released in satisfactory condition.

Orders collected by the customer or their authorized representative are not eligible for refunds, replacements or compensation for damage occurring after collection, except where required by applicable law.

Delivery Attempts

If delivery cannot be completed due to circumstances beyond Reem Flora's reasonable control, including but not limited to:

  • recipient unavailability;
  • refusal to accept the order;
  • incorrect or incomplete address details;
  • incorrect recipient contact details;
  • inability to contact the recipient or customer;
  • recipient travel plans;
  • building, reception, security or access restrictions;
  • customer selection of the wrong Emirate, area or delivery zone; or
  • any other circumstances outside Reem Flora's reasonable control.

Because flowers and gifting products are perishable and time-sensitive, orders cannot be resold or reused once prepared. Accordingly, where delivery cannot be completed due to circumstances outside Reem Flora's reasonable control, the order shall not be eligible for refund except where required by applicable law.

Additional delivery charges may apply for re-delivery requests.

Dispatch Policy

Once an order has been prepared and dispatched for delivery, it becomes non-refundable, except where required by applicable law.

Delivery times are estimates only and may be affected by traffic conditions, weather, public holidays, peak seasons, recipient availability, building access, force majeure events, third-party courier issues or other circumstances beyond Reem Flora's reasonable control.

90-Minute Express Delivery

Where a customer purchases a 90-Minute Express Delivery service, the delivery commitment begins only after payment has been successfully authorised and the order has been accepted by Reem Flora.

Express Delivery is available only for eligible products, eligible delivery areas and eligible operating hours shown on the website or at checkout.

Delivery times remain subject to factors outside Reem Flora's reasonable control, including traffic conditions, accidents, road closures, severe weather, recipient availability, building access restrictions, incorrect delivery details, payment verification delays, technology failures, third-party courier or logistics issues, mapping service failures, government restrictions, force majeure events and other operational disruptions.

Where delays arise from circumstances outside Reem Flora's reasonable control, the order shall not be eligible for refund solely due to failure to meet the advertised 90-minute delivery timeframe.

Express Delivery fees may be non-refundable once preparation, dispatch or fulfilment has commenced, except where required by applicable law.

Home Floral Styling Service

Home Floral Styling Services involve the reservation of florist time, staff scheduling and operational resources.

Once a Home Floral Styling appointment has been confirmed, scheduled or assigned to a florist, cancellation, modification or refund requests may not be possible except where required by applicable law.

If access to the property is unavailable, delayed, denied or unsafe at the agreed appointment time, the service may be deemed fulfilled and additional charges may apply for rescheduling or extended waiting time.

The customer must provide a safe and reasonable working environment for visiting florists. Reem Flora reserves the right to terminate, refuse or reschedule Home Floral Styling Services where staff reasonably believe their safety, wellbeing or security may be at risk.

Home Floral Styling Services do not include additional flowers, vases, props, stands, display equipment, furniture moving, room preparation, event installations, venue styling or additional setup time unless separately purchased.

Accepted Deliveries & Proof of Delivery

Once an order has been delivered to and accepted by the recipient or any person present at the delivery address who reasonably appears authorized to accept the delivery, including a household member, receptionist, concierge, security desk, office colleague, building staff or similar person, the order shall be deemed completed.

After acceptance of delivery, refunds, exchanges, replacements or compensation will not be provided for issues arising from improper handling, storage, temperature exposure or conditions outside Reem Flora's control, except where required by applicable law.

Reem Flora may retain delivery photographs, delivery confirmations, recipient acknowledgements, GPS records, communication records or other reasonable proof of delivery for quality assurance, fraud prevention, chargeback defence and dispute resolution purposes.

Customer Conduct & Zero-Tolerance Policy

Reem Flora is committed to providing a safe and respectful environment for its employees, drivers, florists, contractors and representatives.

Abusive, threatening, harassing, discriminatory or inappropriate behaviour towards Reem Flora staff will not be tolerated. This includes, without limitation:

  • verbal abuse, insults or aggressive conduct;
  • threats of violence or harm;
  • harassment through repeated calls, messages, emails or social media;
  • discriminatory or offensive remarks;
  • intimidation, coercion or knowingly false allegations; and
  • abusive, threatening or unsafe conduct towards delivery personnel, florists or contractors attending customer premises.

Where such conduct occurs, Reem Flora reserves the right, at its discretion and subject to applicable law, to:

  • refuse or terminate communications;
  • cancel pending orders or refuse future orders;
  • refuse delivery, collection or Home Floral Styling Services;
  • retain records of communications and incidents; and
  • report unlawful conduct to the relevant authorities.

Any refusal of service or cancellation arising from abusive, unsafe or unlawful conduct shall not entitle the customer to compensation, damages or any claim against Reem Flora, except where required by applicable law.

Contact Us

For any questions regarding this Return & Refund Policy, please contact:

Email: info@reemflora.com
Telephone: +971 50 971 3120

Reem Flora reserves the right to amend this Return & Refund Policy at any time. Any changes will be effective upon publication on our website.