Returns, Refunds & Cancellation Policy
At Jasmine Flowers Dubai, every arrangement is prepared individually using fresh, natural flowers. Because flowers are perishable products and each arrangement is handcrafted, our return and refund policy differs from that of non-perishable retail products.
By placing an order with Jasmine Flowers Dubai, you agree to the terms below.
1. Order Cancellations
Orders may be cancelled for a full refund if the cancellation request is received at least 48 hours before the scheduled delivery date.
Cancellation requests made less than 48 hours before delivery are subject to the status of the order.
Once flowers have been sourced, preparation has started, the arrangement has been completed, or the order has been dispatched for delivery, the order cannot normally be cancelled or refunded.
Same-day and urgent orders may enter preparation immediately after confirmation and therefore may become non-cancellable shortly after the order is placed.
Custom-made, personalised, event, corporate, large-volume and special-order arrangements cannot be cancelled once sourcing, purchasing or preparation has begun.
2. Changes to an Order
If you need to change the delivery address, recipient information, card message, delivery date or other order details, please contact us as soon as possible.
We will make every reasonable effort to accommodate changes; however, changes cannot be guaranteed once preparation or delivery has begun.
Additional charges may apply if a change requires additional flowers, materials, delivery distance or a second delivery attempt.
3. Fresh Flowers Are Non-Returnable
Due to the perishable nature of fresh flowers, bouquets and floral arrangements cannot be returned or exchanged after delivery or dispatch simply because the customer or recipient changes their mind.
This does not affect your rights if an item is genuinely defective, damaged upon delivery, materially different from the confirmed order, or otherwise required to be remedied under applicable UAE consumer protection laws.
4. Natural Variation in Flowers
Flowers are natural products. Each stem is unique and may vary slightly in:
colour or shade;
size;
shape;
degree of openness;
petal formation;
height;
seasonal appearance.
Some flowers may also be delivered partially closed or in bud so they can open naturally and remain fresh for longer.
Product photographs on our website and social media are intended to represent the overall style, colour palette, size and character of an arrangement.
Minor natural differences between the photographed arrangement and the delivered arrangement are not considered defects and do not qualify for a refund.
5. Flower & Material Substitutions
Flower availability can change daily due to seasonality, import schedules and market supply.
If a particular flower, greenery, wrapping, ribbon, vase, box or other decorative element is unavailable, Jasmine Flowers Dubai reserves the right to substitute it with an alternative of similar or greater value and comparable quality while maintaining the overall style and colour palette of the arrangement as closely as reasonably possible.
Minor substitutions may be made without prior approval when they do not materially change the overall appearance or value of the arrangement.
For significant substitutions that materially change the character of the order, we will make reasonable efforts to contact the customer before completing the arrangement.
If no suitable substitute is available and we are unable to fulfil the order, the customer will be offered an alternative arrangement, store credit or a refund of the affected item.
6. Arrangement Size & Stem Count
Where a specific number of stems is stated in the product description, we will endeavour to provide that number.
Where no stem count is specified, arrangements are created according to the advertised size, design and value rather than a fixed number of stems.
Because individual flowers naturally vary in size and volume, two arrangements containing the same number of stems may appear slightly different.
7. Quality Concerns & Complaints
If there is a genuine issue with your order, please contact Jasmine Flowers Dubai within 24 hours of delivery.
To allow us to investigate fairly, please provide:
your order number;
a description of the issue;
clear photographs of the full arrangement;
close-up photographs showing the affected flowers or item;
where reasonably requested, a short video of the arrangement.
Claims submitted after 24 hours may not be eligible for replacement or compensation because fresh flowers naturally change after delivery and their condition depends significantly on temperature, handling, water and care.
Please do not dispose of the flowers before contacting us, as we may need photographs or additional information to assess the claim.
8. How We Resolve Valid Complaints
If we determine that an arrangement was damaged at the time of delivery, materially incorrect, or did not meet our reasonable quality standards, Jasmine Flowers Dubai may, depending on the circumstances:
replace the affected flowers;
replace the entire arrangement;
provide store credit or a voucher;
offer a partial refund; or
issue a full refund where appropriate or required by applicable law.
The appropriate remedy will depend on the nature and extent of the issue.
A full refund will not normally be provided for a minor issue affecting only a small part of an otherwise satisfactory arrangement where the issue can reasonably be corrected through replacement or partial compensation.
Nothing in this policy limits any mandatory rights available to consumers under applicable UAE law.
9. Freshness & Flower Care
We use fresh flowers and prepare arrangements as close to delivery as reasonably possible.
The lifespan of fresh flowers varies significantly depending on the flower variety, room temperature, humidity, water quality, air conditioning, direct sunlight and the care provided after delivery.
Many fresh flowers can remain beautiful for several days and, with proper care, certain varieties may last approximately seven days or longer. However, because flowers are natural and perishable products, a specific lifespan cannot be guaranteed for every flower or arrangement.
For best results, flowers should be kept away from direct sunlight, excessive heat and strong air-conditioning airflow and should receive appropriate fresh water and care.
Deterioration caused by improper care, lack of water, excessive heat, direct sunlight, unsuitable storage or other conditions after successful delivery is not considered a product defect.
10. Delivery Times
We make every reasonable effort to deliver orders on the requested date and within the selected delivery window.
Delivery times may be affected by circumstances outside our reasonable control, including:
traffic;
weather conditions;
road closures;
building or community access restrictions;
security procedures;
incorrect or incomplete delivery information;
inability to contact the recipient;
courier delays;
accidents or emergencies;
other events beyond our reasonable control.
Unless an exact-time delivery service has specifically been purchased and confirmed, delivery times are estimates and should not be considered guaranteed appointment times.
A reasonable delivery delay does not automatically entitle the customer to a refund where the order can still be successfully delivered.
11. Recipient Not Available
The customer is responsible for providing accurate recipient details, including a valid telephone number and complete delivery address.
If the recipient is unavailable, our delivery team may attempt to contact the recipient and/or sender.
Where reasonably possible and permitted, the order may be:
left with reception;
left with building security;
delivered to an authorised colleague or family member;
left at another safe location agreed with the recipient or sender; or
rescheduled for another delivery attempt.
Delivery to an authorised reception desk, concierge, security desk or person at the supplied address will be considered successful delivery.
If another delivery attempt is required because the recipient was unavailable, unreachable or unable to accept the order, an additional delivery fee may apply.
Because flowers are perishable, Jasmine Flowers Dubai cannot guarantee the same condition or freshness where delivery is substantially delayed due to recipient unavailability.
12. Incorrect Address or Contact Details
It is the customer's responsibility to provide accurate delivery and contact information.
Jasmine Flowers Dubai is not responsible for failed or delayed delivery resulting from an incorrect or incomplete:
address;
building or villa number;
hotel or hospital information;
recipient name;
telephone number;
delivery instructions.
If an order has already been dispatched to an incorrect address provided by the customer, additional delivery charges may apply.
If fresh flowers must be remade because of a significant delay caused by incorrect customer-provided information, the cost of replacement may also be charged.
13. Hotels, Hospitals, Offices & Gated Communities
Certain hotels, hospitals, offices, residential communities and other properties may restrict direct access to the recipient.
Where direct delivery is not permitted, delivery to reception, concierge, security or another authorised receiving point at the specified property will constitute successful delivery.
Jasmine Flowers Dubai cannot be responsible for delays occurring after an arrangement has been accepted by the property's authorised receiving personnel.
14. Refused Delivery
If the recipient refuses to accept the flowers for reasons unrelated to the quality or accuracy of the order, the order will be considered fulfilled and will not normally qualify for a refund.
If requested by the customer and reasonably possible, we may attempt delivery to an alternative recipient or address. Additional delivery fees may apply.
15. Delivery Confirmation
Jasmine Flowers Dubai may use courier records, GPS records, recipient confirmation, photographs or other reasonable delivery evidence as proof that an order has been successfully delivered.
16. Approval Photos or Videos
For selected orders, we may send the customer a photograph or short video of the completed arrangement before dispatch.
Where the customer approves the arrangement before delivery, complaints relating solely to visible design elements that were clearly shown and approved may not qualify for a refund.
Approval does not affect the customer's rights regarding damage occurring after approval but before or during delivery.
Failure to respond promptly to an approval request may result in the arrangement being dispatched in order to meet the requested delivery schedule.
17. Non-Flower Products & Add-Ons
Products such as chocolates, cakes, food, personalised gifts or other consumable or customised items may not be returnable once opened, prepared, personalised or dispatched, except where defective, incorrect or otherwise required by applicable law.
Unopened, non-perishable items may be considered for return on a case-by-case basis, subject to their condition and applicable UAE consumer protection requirements.
18. Refund Processing
Approved refunds will normally be returned using the same payment method used for the original purchase.
Once a refund has been processed by Jasmine Flowers Dubai, the time required for the amount to appear in the customer's account depends on the bank, card issuer or payment provider.
Delivery fees and other services already provided may be non-refundable unless the refund results from an error attributable to Jasmine Flowers Dubai or is otherwise required by law.
19. Events, Weddings & Large Custom Orders
Events, weddings, installations, corporate orders and other large or bespoke projects may have separate cancellation, deposit and refund terms.
Because flowers and materials for these orders may be purchased specifically for the customer, deposits or payments may become partially or fully non-refundable once sourcing, purchasing, design work or preparation has begun.
Any special terms confirmed in writing for an event or custom order will apply in addition to this policy.
20. Force Majeure
Jasmine Flowers Dubai will not be responsible for delays or failure to perform where caused by circumstances beyond our reasonable control, including severe weather, natural disasters, government restrictions, road closures, major transport disruption, strikes, import interruptions, power or telecommunications failures or other comparable events.
Where reasonably possible, we will work with the customer to arrange an alternative delivery date, replacement or other appropriate solution.
21. Contact Us
For cancellations, amendments, complaints or refund requests, please contact:
Jasmine Flowers Dubai
WhatsApp: +971 5555 85 018
Email:
Please include your order number when contacting us.
Last updated: August 2026
Jasmine Flowers Dubai reserves the right to update this policy from time to time. The policy applicable to an order will be the version published on our website at the time the order is placed.
Nothing in this policy is intended to exclude or restrict any consumer right that cannot legally be excluded under the laws of the United Arab Emirates.