سياسة الاسترداد

Petal Box Refund and Return Policy

Effective Date: September 30, 2026

1. Introduction and Scope

This policy explains how Petal Box Flowers and Chocolate LLC ("Petal Box", "we", "us") handles cancellations, returns, replacements and refunds. It applies to every order placed on our website, over WhatsApp, or by phone.

By placing an order, you agree to this policy. Please read it before you pay.

This policy covers:

Fresh flowers and bouquets
Preserved flowers
Plants
Cakes
Chocolates
Perfumes
Balloons
Soft toys
Flower subscriptions
Corporate orders

Most of our products are perishable, handmade, or sealed for hygiene. For this reason, our rules differ from a standard retail store. Nothing in this policy limits your rights under UAE consumer protection law.

2. Cancellations and Changes

You can cancel or change an order if you contact us in time. The deadline depends on the delivery type.

Delivery Type	Cancellation Deadline	Can It Be Cancelled?
Scheduled delivery (future date)	At least 12 hours before the delivery time slot	Yes
Same-day delivery	At least 6 hours before the delivery time slot, and before we start preparing the order	Yes
1-hour express delivery	Not applicable	No

How to Cancel

Send us your order number on WhatsApp or by email. A cancellation is confirmed only when we reply in writing.

Refund on Cancellation

If you cancel within the deadline, we refund the order value to your original payment method. We deduct the payment platform fee and the bank transfer fee charged to us. Your refund confirmation will show the exact amount deducted.

Late Cancellations

We cannot cancel an order once the deadline has passed or preparation has started. Fresh flowers and cakes cannot be reused after they are made.

Changes to an Order

You can change the delivery date, time slot, address or card message within the same deadlines. Product changes depend on stock. If a change raises the price, we will ask you to pay the difference.

3. Returns by Product Type

We do not accept change-of-mind returns on any product. We always fix orders that arrive damaged, faulty or wrong (see Section 4).

Product	Change-of-Mind Return	Reason
Fresh flowers and bouquets	No	Perishable
Plants	No	Living product
Preserved flowers	No	Handmade and fragile
Cakes and chocolates	No	Food safety
Perfumes	No	Hygiene and product safety
Balloons	No	Inflated for your order
Soft toys	No	Hygiene

If any of these items arrives damaged, faulty or different from your order, you are covered by our quality process below.

4. Quality Issues and How to Report Them

If your order arrives damaged, faulty, or different from what you ordered, tell us within 3 days of delivery.

What Counts as a Quality Issue

Flowers or plants that arrive wilted, broken or damaged
A cake or chocolates damaged in transit
A perfume with a broken seal, leak or damaged bottle
A burst or deflated balloon on arrival
A wrong item, or a missing item from your order

How to Report

Contact us within 3 days of the delivery date.
Share your order number.
Send clear photos or a video of the product and its packaging.

Contact Channels

WhatsApp: +971 50 306 7834
Phone: +971 50 306 7834
Email: info@petalbox.com

Photo Approval Orders

If you chose WhatsApp photo approval at checkout, we send a photo of your order before dispatch. Once you approve it, we cannot accept claims about the design, colours or style shown in that photo. Claims about damage in transit or freshness are still accepted.

Flower Lifespan

Our fresh flowers usually last 3 to 5 days or more with proper care. Lifespan depends on the flower type, room temperature and care. Please follow the care card included with your order.

5. Resolutions and Refunds

When we confirm a quality issue, we replace the product first. If a replacement is not possible or does not solve the issue, we issue a refund based on the product.

Replacement

We send the same product or a similar one of equal or higher value. We deliver it at the earliest available slot, at no extra cost.

Refund

Refunds go to your original payment method.
We process approved refunds within 5 to 7 working days.
Your bank may take extra days to show the amount.
We do not accept cash on delivery.

Tabby Orders

For orders paid with Tabby, refunds follow Tabby's own terms. Tabby adjusts or cancels your remaining instalments.

Store Credit

We do not usually offer store credit. If we offer it and you accept, it is valid for 12 months from the date of issue.

Delivery Fee

Refundable if the order has not left our premises.
Not refundable once our driver has collected the order for delivery.

6. Delivery Issues

Recipient Not Available

If the recipient is not available, we contact the sender and the recipient. We make one free reattempt at a time that suits the recipient. Any further attempt carries a delivery charge.

Refused Deliveries

If the recipient refuses the order, no refund is given.

Delays

We plan every route to deliver within your selected time slot. If something outside our plan happens, such as a vehicle breakdown, we contact the sender and deliver as soon as possible.

7. Cases Not Eligible for Refund or Replacement

Wrong or incomplete address or phone number given at checkout
Recipient unavailable after the free reattempt
Recipient refuses the order
Buildings, hospitals or compounds that do not allow delivery
Damage caused by poor care, heat or sunlight after delivery
Natural variation in flower colour, size or bloom stage
Issues reported more than 3 days after delivery
Design claims on orders approved through WhatsApp photo approval

8. Substitution Policy

Flowers are seasonal. If a flower, colour or vase is not available, we may use a substitute of equal or higher value. We keep the style and colour tone of your order. For a major change, we contact you first.

9. Flower Subscriptions

You can pause, change or cancel your subscription by contacting us at least 12 hours before your next scheduled delivery. Deliveries already prepared or dispatched cannot be refunded. Each subscription delivery is covered by the quality process in Section 4.

10. Corporate Orders

Corporate orders require a deposit to confirm the booking. The deposit covers flower sourcing and preparation, and it is non-refundable once we place orders with our suppliers.

Specific terms for each corporate order are shared in your quotation.