Terms of service

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Overview

This website is operated by REEMFLORA LLC. Throughout the site, the terms “we”, “us” and “our” refer to Reem Flora. Reem Flora offers this website, including all information, products, tools and services available from this site, to you, the customer, conditioned upon your acceptance of these Terms of Service.

By visiting our website, placing an order, or purchasing from us, you agree to be bound by these Terms of Service, including any additional terms, policies and notices referenced on the website, including our Refund Policy, Delivery Policy and Privacy Policy.

Our store is hosted on Shopify Inc., which provides the e-commerce platform that enables us to sell our products and services online.

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Products and Services We Offer

Reem Flora sells flowers, floral arrangements, gifting products, delivery services and floral styling services. This may include, but is not limited to:

  • Fresh-cut flowers
  • Bouquets
  • Vase arrangements
  • Box arrangements
  • Rose boxes and large floral designs
  • Tulips, roses and seasonal flowers
  • Balloons
  • Chocolates and other add-ons
  • Gift cards, printed notes and gift messages
  • Bouquet wrapping and presentation options
  • Standard delivery and fulfilment services
  • 90-Minute Express Delivery, where available
  • Home Floral Styling Service, where available

Product and service inclusions depend on the product or service selected and paid for at checkout. A product or service will only include wrapping, cards, add-ons, special presentation, private notes, styling time, home visit services, express delivery, or other extras where these are shown on the product page, selected during ordering, included in the product or service description, or paid for separately.

Gift messages, QR/private notes, cards, recipient details and other custom options are processed based on the information submitted by the customer at checkout. If a customer enters a gift message without selecting a product or option that includes a card, printed note, private note or gift message service, we may not be able to print, attach or deliver that message.

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Online Store Terms

By agreeing to these Terms of Service, you confirm that you are at least 18 years old or the age of majority in your jurisdiction.

Customers under the age of 18 may not register as users, place orders, or transact on this website.

We will not trade with, provide services to, or accept orders from OFAC-sanctioned countries or persons where prohibited by UAE law or applicable international sanctions rules.

You agree not to use our products or services for any illegal or unauthorised purpose. You must not transmit viruses, malware, worms or any destructive code through the website.

A breach of these Terms may result in cancellation of your order, suspension of access, or termination of services.

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Payments

Visa and Mastercard debit and credit cards in AED are accepted for payment.

The cardholder must retain a copy of transaction records, order confirmations and merchant policies.

You agree to provide current, complete and accurate billing, delivery and account information for all purchases. We may cancel or delay an order where payment, billing, contact or delivery information is incomplete, inaccurate or suspicious.

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Prices and Product Availability

Prices are listed in AED and are subject to change without notice.

All products are subject to availability. Flowers and fresh items are seasonal and may vary depending on market supply, weather, import conditions and stock availability.

We reserve the right to limit quantities, refuse orders, cancel orders, correct pricing errors, or discontinue products at any time.

Where a flower, colour, container, wrapping, balloon, add-on or packaging item is unavailable, we may substitute it with an item of equal or greater value while maintaining the overall style, value and purpose of the order as closely as reasonably possible.

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Product Images and Natural Variation

We make every reasonable effort to display product images, colours and descriptions accurately. However, flowers are natural products and may vary in size, shade, bloom stage, stem count, shape and appearance.

Images on the website are for visual guidance. The final delivered product may differ slightly due to flower availability, seasonal changes, packaging updates, lighting, screen display differences or florist design judgment.

We do not guarantee that your device screen will display colours accurately.

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Customisation, Gift Messages and Add-ons

Customers are responsible for entering correct recipient names, phone numbers, delivery addresses, gift messages and any custom instructions.

We may refuse to print or include messages that are unlawful, abusive, obscene, threatening, discriminatory, defamatory or otherwise inappropriate.

Gift messages are printed or provided exactly as submitted where technically possible. We are not responsible for spelling mistakes, incorrect names, incorrect phone numbers, wrong recipient details, or message errors submitted by the customer.

Add-ons such as balloons, chocolates, cards, numbers, wrapping or other extras are included only when selected and paid for, unless expressly included in the product description.

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90-Minute Express Delivery

Selected products may be eligible for our 90-Minute Express Delivery service.

The 90-minute delivery commitment starts only after payment has been successfully authorised, the order has been accepted by us, and all required customer, recipient and delivery information has been provided correctly.

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

We make every reasonable effort to deliver eligible Express Delivery orders within 90 minutes. However, the 90-minute guarantee does not apply where delay is caused by circumstances outside our reasonable control, including but not limited to:

  • Traffic congestion, road closures, accidents or transport disruption
  • Severe weather conditions
  • Government restrictions, police activity or emergency events
  • Building access delays, security restrictions or parking restrictions
  • Recipient unavailability, refusal or failure to answer calls/messages
  • Incorrect, incomplete or unclear delivery information
  • Third-party courier, logistics, technology, payment gateway or communication failures
  • Payment verification delays
  • Force majeure events or other events outside our reasonable control

Where the 90-minute guarantee does not apply due to the above circumstances, the Express Delivery fee may be non-refundable once fulfilment has commenced, except where required by applicable UAE law.

If we are unable to fulfil an accepted Express Delivery order for reasons within our control, we may offer a suitable remedy in accordance with our Refund Policy and applicable UAE law.

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Home Floral Styling Service

Reem Flora may offer a Home Floral Styling Service where a professional florist visits the customer’s home to arrange, style and place selected flowers purchased or confirmed as part of the order.

Included:

  • Professional florist home visit
  • Styling and placement of your selected flowers
  • Final presentation and finishing touches
  • Care and placement guidance
  • Recommended at approximately one setup hour per 100 flowers

Not included:

  • Additional flowers
  • Vases, props, stands or display equipment unless purchased separately
  • Furniture moving or room preparation
  • Event installations or venue styling
  • Additional setup time beyond the purchased service allocation

The customer is responsible for ensuring safe, reasonable and timely access to the property and for preparing the styling area before the appointment begins.

Additional flowers, materials, labour, setup time, styling changes, props, display equipment or venue-style installation requests may be charged separately and are subject to availability.

Home Floral Styling Service bookings are time-sensitive services. Cancellations, amendments and refunds may be limited once scheduling, preparation, sourcing, dispatch or travel has commenced, subject to our Refund Policy and applicable UAE law.

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Delivery

Delivery is available only to the areas shown or accepted on the website at checkout.

Customers must provide complete and accurate delivery details, including recipient name, address, contact number and any access instructions.

Delivery times are estimates unless an eligible Express Delivery service has been accepted by us. Delivery may be affected by traffic, weather, building access, recipient availability, peak seasons, holidays, incorrect details or circumstances outside our control.

If the recipient is unavailable, unreachable, refuses delivery, or the delivery address is incorrect or incomplete, we may attempt to contact the customer or recipient. Additional delivery charges may apply for re-delivery.

Once an order has been handed to the recipient, reception, concierge, security, colleague, household member, building staff or another person reasonably believed to be authorised to receive it, the order will be considered delivered.

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Order Changes and Cancellations

Because flowers and arrangements are perishable and often prepared to order, changes and cancellations are not always possible.

Requests to amend or cancel an order must be made as early as possible. We reserve the right to decline changes or cancellations once preparation, sourcing, dispatch, scheduling, travel or delivery has started.

Services, personalised products, perishable products and time-sensitive deliveries may not be eligible for cancellation, return or refund once preparation, scheduling, sourcing or fulfilment has commenced. Full details are contained in our Refund Policy.

Peak periods, including Valentine’s Day, Mother’s Day, Eid, Christmas, New Year and other high-demand occasions, may have stricter cancellation and amendment rules.

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Returns, Refunds and Complaints

Flowers and many gifting products are perishable, custom-made, personalised or time-sensitive. Returns and refunds are therefore handled according to our Refund Policy and applicable UAE law.

Any complaint about quality, damage, missing items, incorrect items, service issues or delivery issues should be reported as soon as possible after delivery or service completion, with clear photos, order details and a description of the issue.

We may request photos of the delivered item, packaging and condition of the flowers before assessing any refund, replacement or store credit.

Refunds, replacements or credits are provided at our discretion and in accordance with our Refund Policy and applicable UAE law.

Nothing in these Terms excludes or limits any mandatory consumer rights that apply under UAE law.

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Customer Responsibilities

You are responsible for:

  • Providing accurate order, billing and delivery information
  • Ensuring the recipient is available to receive the delivery
  • Checking product and service details before purchase
  • Reviewing all custom messages before checkout
  • Ensuring safe and reasonable access for home services where applicable
  • Preparing the styling area before any Home Floral Styling Service appointment
  • Keeping account login details confidential
  • Retaining transaction records and order confirmations

We are not responsible for failed, delayed or incorrect delivery or service completion caused by inaccurate customer information, recipient unavailability, access restrictions, unsafe access, unprepared premises, or failure to respond to delivery or service calls/messages.

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General Conditions

We reserve the right to refuse service to anyone for any reason at any time, subject to applicable law.

You agree not to copy, reproduce, duplicate, sell, resell or exploit any part of the website, service, product content, images, designs or branding without our written permission.

Headings in these Terms are included for convenience only and do not affect interpretation.

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Accuracy of Website Information

We try to keep website information accurate and current, but we do not guarantee that all information is complete, accurate or up to date at all times.

The website may contain typographical errors, pricing errors, product availability errors or omissions. We reserve the right to correct errors, update information, cancel orders or refuse orders where website information is inaccurate, including after an order has been placed.

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We may provide access to third-party tools, payment providers, delivery systems, applications or links. These are provided “as is” and “as available”.

We are not responsible for third-party websites, tools, services, content, policies or practices. Customers should review third-party terms and policies before using them.

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User Comments, Reviews and Submissions

If you submit reviews, comments, feedback, suggestions, photos, messages or other content, you agree that we may use, edit, publish, translate, reproduce or display that content in connection with our business, subject to applicable law.

You agree that your submissions will not violate the rights of any third party and will not contain unlawful, abusive, obscene, misleading, defamatory or malicious material.

We may remove or refuse content that we consider inappropriate or unlawful.

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Personal Information

Your submission of personal information through the website is governed by our Privacy Policy.

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Prohibited Uses

You are prohibited from using the website or its content:

  • For unlawful purposes
  • To violate UAE laws or other applicable laws
  • To infringe intellectual property rights
  • To harass, abuse, threaten, defame or discriminate
  • To submit false or misleading information
  • To upload viruses, malware or malicious code
  • To spam, phish, scrape, crawl or collect data without permission
  • To interfere with website security or functionality
  • For obscene, immoral or fraudulent purposes

We reserve the right to terminate access or cancel orders where prohibited use is suspected.

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Disclaimer of Warranties and Limitation of Liability

We do not guarantee that the website or service will be uninterrupted, secure, timely or error-free.

Products and services are provided on an “as is” and “as available” basis, except where expressly stated otherwise or required by applicable law.

To the maximum extent permitted by law, REEMFLORA LLC, its directors, employees, affiliates, suppliers, contractors and service providers shall not be liable for indirect, incidental, punitive, special or consequential damages, including loss of profits, revenue, data, savings or business opportunity.

Nothing in these Terms excludes liability or customer remedies where such exclusion is not permitted by applicable law.

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Indemnification

You agree to indemnify and hold harmless REEMFLORA LLC, its directors, officers, employees, affiliates, suppliers, contractors and service providers from any claim, demand, loss, liability or expense arising from your breach of these Terms, misuse of the website, violation of law, or infringement of third-party rights.

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Severability

If any part of these Terms is found to be unlawful, void or unenforceable, that part shall be enforceable to the fullest extent permitted by law, and the remaining provisions shall remain valid and enforceable.

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Termination

These Terms remain effective unless terminated by you or us.

You may stop using the website at any time. We may terminate or restrict your access if we believe you have breached these Terms.

Obligations and liabilities incurred before termination will survive termination.

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Entire Agreement

These Terms of Service, together with policies posted on the website, constitute the entire agreement between you and REEMFLORA LLC regarding your use of the website and services.

Any failure by us to enforce any right or provision shall not constitute a waiver of that right or provision.

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Governing Law

These Terms of Service and any separate agreements for products or services shall be governed by and construed in accordance with the laws of the United Arab Emirates.

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Changes to Terms of Service

We reserve the right to update, change or replace any part of these Terms at any time by posting updates on the website.

Your continued use of the website after changes are posted constitutes acceptance of those changes.

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Contact Information

Questions about these Terms of Service should be sent to:

REEMFLORA LLC
Email: info@reemflora.com
Website: https://reemflora.com
Address: Hassan Abdulla Bahri Compound, Warehouse E27, Al Quoz Industrial Area 2, Dubai, United Arab Emirates
Phone: +971 50 971 3120
License No.: 2115092.01
TRN: 100450200900003