Refund policy

At Florens.ae, we are committed to providing high-quality fresh flowers and excellent customer service. This Refund Policy outlines the terms under which refunds, replacements, or cancellations may be issued.

1. Order Cancellation

Customers may request an order cancellation before the order has been prepared or dispatched for delivery.

  • If the cancellation request is made before preparation, a full refund may be issued.
  • If the order has already been prepared or dispatched, cancellation may not be possible.

Florens.ae reserves the right to decline cancellation requests once the preparation process has begun.

2. Refund Eligibility

Refunds or replacements may be provided in the following situations:

  • The order was not delivered due to an error on our part
  • The wrong product was delivered
  • The product arrived damaged or in poor condition
  • The delivery was significantly delayed due to Florens.ae's fault

Customers must report such issues within 24 hours of delivery and may be asked to provide photographic proof.

3. Non-Refundable Situations

Refunds may not be issued in the following circumstances:

  • Incorrect delivery information provided by the customer
  • Recipient unavailable at the delivery location
  • Minor variations in flower types, colors, or packaging due to seasonal availability
  • Customer dissatisfaction based solely on personal preference

Florens.ae may substitute flowers with equal or higher value if certain flowers are unavailable.

4. Replacement Policy

In certain cases, Florens.ae may offer a replacement product instead of a refund if the issue can be resolved by delivering a new arrangement.

5. Refund Processing

Approved refunds will be processed through the original payment method used during the purchase.

  • Refunds may take 5–10 business days to appear depending on the payment provider or bank.
  • Delivery charges may not be refundable unless the issue was caused by Florens.ae.

6. Contact for Refund Requests

For refund or replacement requests, please contact our customer support team:

Email: support@florens.ae
Website: www.florens.ae

Please include your order number, contact details, and a description of the issue.

Florens.ae values customer satisfaction and will do its best to resolve any issues promptly and fairly.