Returns & Refunds

1. Fresh Flowers Are Perishable Products

Fresh flowers are natural and perishable products. Returns of fresh flowers are generally not accepted once dispatched or delivered. Natural aging, wilting, or changes occurring after delivery are not considered defects. Flower opening stages, color tones, bloom sizes, and natural variations are not grounds for refund. Slight differences between photographs and actual arrangements are normal and expected.

2. Non-Returnable Products

The following products are non-returnable and non-refundable unless defective or supplied incorrectly: fresh flower arrangements, bouquets, flower boxes, personalized or custom-made products, products containing customized cards or messages, perishable goods, products already consumed or used, and items damaged after delivery due to improper care.

3. Quality Guarantee

Customer satisfaction is important to us. If you believe your order arrived damaged, defective, incorrect, or materially different from the item ordered, please contact us within 24 hours of delivery. Claims submitted after this period may not be accepted.

4. Evidence Required

To investigate any claim, we may require your order number, photographs of the product, photographs of the packaging, and details describing the issue. Failure to provide sufficient evidence may result in the claim being declined.

5. Remedies

Where a claim is verified and approved, Miss Florenski may, at its sole discretion, replace the product, redeliver the order, offer store credit, issue a partial refund, or issue a full refund. The appropriate remedy shall depend upon the nature and extent of the issue.

6. Incorrect Products

If an incorrect product has been delivered due to our error, we will endeavor to provide an appropriate remedy. Customers must notify us promptly and, where reasonably requested, cooperate in returning or making the product available for inspection.

7. No Refunds for Change of Mind

Because flowers are perishable and many products are prepared specifically for each order, we do not provide refunds for change of mind, personal preference, recipient refusal, dissatisfaction with flower opening stages, minor color variations, natural characteristics of fresh flowers, or delays caused by recipient unavailability.

8. Cancellation Policy

More than 24 hours before delivery: Customers may be eligible for a full refund.

Less than 24 hours before delivery: Because flowers may already have been purchased, prepared, or reserved, Miss Florenski reserves the right to deduct preparation costs, deduct administrative charges, and issue a partial refund only.

Orders already prepared or dispatched: Orders that have entered preparation may not be eligible for cancellation or refund. Once an order has been dispatched for delivery, cancellations are generally not possible.

9. Failed Deliveries

Refunds shall not be provided where delivery cannot be completed because of incorrect addresses, incorrect phone numbers, building access restrictions, recipient unavailability, refusal to accept delivery, or failure to answer calls or messages. Additional delivery charges may apply for re-delivery.

10. Delivery Delays

Delivery times are estimates. Refunds shall not be granted for delays caused by traffic congestion, weather conditions, public holidays, government restrictions, force majeure events, or third-party service disruptions.

11. Customized Products

Customized, personalized, and bespoke arrangements are specially created for each order. Accordingly, such products are non-refundable, non-returnable, and not eligible for exchange except where defective or materially different from the confirmed order.

12. Store Credit

At our discretion, approved claims may be resolved through store credit, promotional vouchers, or future order credits. Store credits may carry expiration periods and conditions of use.

13. Refund Processing Time

Approved refunds are issued to the original payment method used for the purchase. Depending on banks and payment providers, refunds may require between 7 and 14 business days to appear in the customer's account.

14. Fraud Prevention

Miss Florenski reserves the right to decline claims where false information is provided, evidence is insufficient, abuse of refund policies is suspected, or multiple unjustified claims are submitted.

15. Statutory Rights

Nothing contained in this policy limits any rights that consumers may have under applicable laws of the United Arab Emirates. Where products are defective, unsafe, or materially different from their description, consumers may be entitled to repair, replacement, or refund under applicable UAE consumer protection legislation.

By placing an order with Miss Florenski, you acknowledge that you have read and accepted this Returns & Refunds Policy.