Refund & Return Policy

We want you to be genuinely happy with every arrangement we send. Because fresh flowers are perishable and cannot be resold once they leave us, this policy sets out clearly when a refund, replacement or other remedy applies.

If Something Is Wrong With Your Order

If your flowers arrive damaged, wilted, incorrect or not to the standard you expected, contact us within 24 hours of delivery with your order number and clear photographs of the arrangement as it was received.

Photographs are essential — they allow us to identify what went wrong and put it right quickly. Without them we may not be able to assess the claim.

How We Put Things Right

Depending on the circumstances, we may offer:

• a replacement arrangement;
• a different gift of equivalent value;
• store credit;
• a partial refund;
• a full refund.

Because we work exclusively with fresh flowers, the remedy that applies is determined by Flowers By Maya on a case-by-case basis. We aim to review and confirm a decision within one working day of receiving your photographs.

Cancellations

Orders can be cancelled free of charge up until the arrangement is prepared. Once your order has been made up, dispatched or is out for delivery, it can no longer be cancelled or refunded, and the full order value remains payable.

This is a consequence of the product itself: a bespoke arrangement made from fresh stems has no resale value once it has been created for you.

Video Approval

Before dispatch we can send you a photograph or short video of your finished arrangement on WhatsApp so you can approve it or request adjustments. Once an arrangement has been approved by you in this way, we are unable to accept a subsequent claim about its appearance or composition.

Seasonal Substitutions

Flowers are seasonal and availability changes daily. Where a specific bloom is unavailable, we substitute it with an alternative of equal or greater value, keeping the design, colour palette and overall character of the arrangement intact. Substitutions of this kind are not grounds for a refund.

Similarly, because every arrangement is hand-tied, slight natural variation from the product photograph is expected and is not considered a fault.

Failed Deliveries

We cannot offer a refund where delivery could not be completed because the address supplied was incorrect or incomplete, the recipient was unreachable, or access to the building was refused. Please double-check delivery details at checkout.

Refund Processing Time

Where a refund is approved, it will be processed within 14 days of approval. Refunds are issued to the original payment method wherever possible, or by an alternative method agreed with you. Your bank or card issuer may take a further few working days to show the funds.

Flower Care

Vase life depends significantly on care after delivery. Please follow the care instructions supplied with your arrangement. We are unable to offer a refund for flowers that have deteriorated due to heat, direct sunlight, lack of water or proximity to ripening fruit after delivery.

Contact Us

For any question about this policy, or to raise a claim, contact us at [hello@flowersbymaya.ae] or message us on WhatsApp at +971 50 594 5023. Please include your order number.