Refund policy

Refunds & Cancellations Policy

Order Cancellations

  • If you wish to cancel your order, the amount will be returned as store credit.
  • If the order qualifies for a refund, 3% of the order value will be deducted to cover bank fees.

Delivery Issues & Reattempts

  • If the recipient refuses the order or does not respond, the order will be moved to the next available timeslot, and additional delivery charges may apply.
  • If delivery has been attempted twice and was unsuccessful, no refund will be issued.
  • If the order is for a non-serviceable area, the customer may provide an alternative recipient at a serviceable location. If the order is canceled, the amount will be returned as store credit.
  • No refunds will be issued if the recipient refuses the order.

Refund Processing

  • If Florabella agrees to issue a refund, it may take up to 30 days as per the policies of our payment gateway partners, but refunds are typically processed sooner.
  • Refunds will only be issued through the original mode of payment and must be requested within 3 hours of receiving the order.

No Refunds for Certain Cases

  • Change of mind – We do not issue refunds if you change your mind after placing an order.
  • Specific delivery time requests – We do not guarantee delivery at an exact time. As long as the order is delivered on the requested date, no refunds will be issued.
  • We use third-party delivery drivers, and while we ensure timely deliveries, we cannot guarantee a specific time.

Quality Issues & Replacements

  • If there is a quality issue with your order, and Florabella confirms the issue, you may request:
    • A product replacement (next available delivery slot or next day).
    • Another product of the same value.
    • A compensation voucher for future use.
    • A refund, if applicable.

For any concerns or refund requests, please contact us at gm@florabella.ae with your order number.