Refund policy

Flowerdxb is operated by RAWAE AL HADAEQ FLOWERS & PLANTS TRADING L.L.C, a company registered in Dubai, United Arab Emirates.

We want every order to bring joy. If something goes wrong, this policy explains your options for cancellations, returns, and refunds.

Cancellations & Amendments

If you need to cancel or change your order, please contact us at least 48 hours before the scheduled delivery date. We will do our best to accommodate your request within that window.

To process a cancellation or amendment, please provide:

  • Your order number
  • Your full name and billing address
  • The recipient's name

Contact us:

Requests received less than 48 hours before the scheduled delivery date may not be possible to take action, particularly once an order has been dispatched or is in preparation.

Returns

General Return Window

We accept returns of eligible items within 30 days of the delivery date.

Fresh Flowers & Perishable Products

Due to the perishable nature of fresh flowers, plants, and similar products:

  • We are unable to accept physical returns of fresh flowers once dispatched.

  • Due to the perishable nature of fresh flowers, plants, and similar products:

    We are unable to accept physical returns of fresh flowers once dispatched.

    Returns apply only to non-perishable items. Fresh flowers are not eligible for physical return but may be replaced if there is a quality issue.

    In the event of a quality issue or valid complaint, we will offer either a store credit or a replacement arrangement of equivalent value.

    A cash refund is not available for perishable items except in cases where we were unable to fulfil or deliver the order.

Non-Perishable Items

Non-perishable items (such as vases, gifts, or accessories) may be returned within 30 days of delivery, provided they are unused and in their original condition.

  • Return shipping is the responsibility of the customer.
  • Items must be returned to our premises at:

RAWAE AL HADAEQ FLOWERS & PLANTS TRADING L.L.C Malik Saeed Saif Saeed bin Hussain Al Aleili - Al Mizhar First, Shop No. 10S

  • Please ensure your order number is clearly marked on the outside of the return package.

Customised Items

Personalised or customised items cannot be returned or refunded once the customisation process has begun.

Refunds

When a Refund Is Issued

A cash refund will be issued in the following circumstances:

  • We were unable to fulfil all or part of your order and no suitable substitute was agreed.
  • A delivery was not made and we are unable to arrange a suitable alternative.
  • A valid return of a non-perishable item has been received and verified.
  • A fraudulent charge has been identified on your payment card, made by a person who is not you and was not acting on your behalf.

How Refunds Are Processed

Approved refunds are returned to the original payment card used at checkout. For orders we were unable to fulfil, refunds will be initiated within 7 days of the intended delivery date and processed to your card within 5–7 business days thereafter. The time for funds to appear in your account may vary depending on your card provider. If you experience an unexpected delay, please contact your bank or card provider directly.

Note: For fresh flowers and perishable goods, refunds for quality issues will be issued as store credit or a replacement, not as a cash refund, consistent with our 30-day return policy.

Complaints

We take quality seriously. If you are not satisfied with your order for any reason, please contact us within 1 working day of delivery so we can resolve the issue as quickly as possible.

How to reach us:

  • Email: support@flowerdxb.ae
  • Phone: +971 55 544 8878
  • Hours: 11:00 AM - 10:30 PM, 7 days a week

When contacting us, please include:

  • Your order number
  • A description of the issue
  • Photos if possible (this helps us resolve the matter faster)
  • A telephone number we can reach you on

Depending on the nature of the complaint, we will offer a replacement, store credit, or — where applicable — a cash refund in accordance with this policy.

Fraudulent Card Use

If you believe your credit or debit card has been used fraudulently to place an order on our website by an unauthorised third party, please notify us immediately. You are entitled to cancel such a payment and we will reimburse any amount not already recovered through your card issuer.

Contact Us

Flowerdxb (operated by RAWAE AL HADAEQ FLOWERS & PLANTS TRADING L.L.C)

Last updated: 2026