Refund & Return Policy

Fresh flowers, plants, cakes, chocolates, fruits, inflated balloons, personalised gifts, custom arrangements, and other time-sensitive products are perishable, customised, or hygiene-sensitive. They generally cannot be returned or refunded merely because the customer changes their mind.

Nothing in this policy limits any mandatory consumer right under UAE law.

Customers should request a change or cancellation immediately. A request is not accepted until Fellora confirms it. An order cannot normally be cancelled or fully refunded after flowers have been cut or arranged, a personalised item has entered production, balloons have been inflated, a cake or supplier item has been ordered, the courier has been booked or dispatched, or other order-specific costs have been incurred.

If cancellation remains possible, Fellora may deduct reasonable costs already incurred. Any remaining approved amount will be refunded through the original payment method.

If an order arrives damaged, defective, incorrect, or materially different from the confirmed product, the customer or recipient should contact Fellora as soon as possible and preferably within six hours of delivery. This short notification period helps us assess perishable products while their delivery condition can still be verified.

The complaint should include the order number, a description of the issue, and clear photographs or video showing the entire product, packaging, and affected area. Fellora may request that the product be kept safely until the complaint is assessed.

After reviewing the circumstances, Fellora may offer an appropriate replacement, repair, missing-item delivery, partial refund, full refund, or store credit. The remedy will reflect the nature and extent of the problem, product condition, evidence provided, and applicable law.

Where a replacement is accepted, Fellora may arrange collection of the original product when reasonably necessary. Unless requested, customers should not return perishable items to the shop without confirmation.

Fresh flowers and plants naturally vary in colour, size, shape, bloom stage, and appearance. Small differences from website photographs are not defects. Seasonal substitutions of similar style, colour, quality, and equal or greater value are also not grounds for a refund when the overall design and value have been reasonably maintained.

In the UAE climate, fresh flowers may last up to five days with proper care, but actual vase life varies by flower variety, bloom stage, environment, transport conditions, and aftercare. No fixed vase life is guaranteed. Some buds may arrive closed and open naturally later.

Refunds may be declined when deterioration results from delayed collection, lack of water, dirty water or vase, heat exposure, direct sunlight, outdoor placement, strong airflow, ripening fruit, failure to follow care instructions, or handling after completed delivery.

Balloon float times are estimates. Foil helium balloons generally float for approximately 8–10 hours, while latex balloon duration varies according to size, treatment, temperature, transport, and environmental conditions. Float time is not guaranteed. Refunds do not apply to balloons that burst, oxidise, deflate, or are damaged after safe delivery or collection because of heat, sharp objects, mishandling, or environmental conditions.

Variations in handmade cake decoration may occur. Food cannot be returned after delivery unless it is incorrect, damaged, unsafe, or otherwise defective. Allergies and dietary requirements must be disclosed before ordering and accepted by Fellora in writing. Refunds may be unavailable when an undisclosed allergy or preference is raised after preparation.

Delivery charges and perishable product costs are generally non-refundable when delivery fails because the recipient is unavailable, the address or telephone number is incorrect, access is refused, the recipient refuses the gift, or the customer changes instructions after dispatch. Fellora may offer redelivery subject to product condition, availability, and an additional delivery charge.

Approved refunds are returned through the original payment method whenever possible. Fellora will initiate an approved refund within a reasonable period, but the time for funds to appear depends on the bank, card issuer, payment provider, or marketplace. Original delivery charges may be refunded only when the delivery failure was attributable to Fellora or when required by law.

For orders placed through a third-party marketplace, refund requests may need to be submitted through that platform. Fellora will reasonably assist with product and delivery information, but the platform may control the payment and refund process.