Cancellation & Replacement Policy
Cancellation Policy:
- Cancellation Time Frame:
- Customers can cancel their order within 24 hours after placing the order. No cancellations will be allowed after 24 hours have elapsed from the time the order was made.
- Conditions for Cancellation:
- The order has not been shipped (dispatched).
- The product is not a perishable item (e.g., fresh flowers and plants).
- Cancellation Procedure:
- To cancel an order, customers must contact our Customer Services Department at +971 4 590 4333 or through an email provided on our website.
- Cancellation Charges:
- There are no cancellation charges if the order is cancelled within the 24-hour window. If an attempt is made to cancel after this period, it will not be accepted, and the customer will be charged for the order in full.
- Refunds:
- Upon successful cancellation, the full amount will be refunded to the customer via the original payment method within 14 working days. Delivery fees, if any, will remain non-refundable.
Replacement Policy:
- Replacement Time Frame:
- Customers must report the need for a replacement within 48 hours of the receipt of the item.
- Conditions for Replacement:
- The product received is defective or damaged at the time of delivery.
- The product received is not the one that was ordered (wrong item).
- The product is unused and in the same condition as the customer received it. It must also be in the original packaging.
- Non-replaceable Items:
- Perishable goods such as fresh flowers and plants are not eligible for replacement.
- Replacement Procedure:
- To request a replacement, customers must contact our Customer Services Department at +971 4 590 4333. They may be required to provide proof (e.g., photo) of the damaged or wrong item.
- Replacement Charges:
- There are no charges for replacing items that are damaged, defective, or incorrect. However, extra delivery costs may apply for any replacement products that require delivery.
- Replacement Process:
- Once the replacement request is received and approved, the replacement product will be shipped to the customer. If the replacement item is not available, a refund will be processed as per the terms under the ‘Cancellation Policy’.
General Conditions:
- Reporting Mechanism:
- Any issues related to cancellations and replacements should be reported to our Customer Services Department. Failure to report within the stipulated time frame will result in the company having the right to refuse a cancellation or replacement request.
- Refusal of Cancellation/Replacement:
- We reserve the right to refuse cancellation or replacement if the conditions listed are not met.
- Statutory Rights:
- This policy does not affect your statutory rights.
