return & refund policy
At Al Afrah Chocola & Flowers, we take great pride in the quality and craftsmanship of our floral arrangements and chocolates. Because our products are perishable and often handcrafted to order, we adhere to the following policy:
1. Perishable Goods (Flowers & Food)
In accordance with UAE health and safety regulations, we cannot accept returns on perishable items such as fresh flowers, plants, and chocolates once they have been delivered in good condition.
Fresh Flowers: As flowers are living products, their lifespan depends on environmental conditions. We guarantee freshness at the time of delivery.
Chocolates: For hygiene and safety reasons, chocolates cannot be returned or exchanged once they have left our temperature-controlled environment.
2. Damaged or Defective Items
If you receive an item that is damaged, wilted beyond natural variation, or incorrect, we are committed to making it right.
Notification: You must notify us within 2 hours of delivery for flowers and within 12 hours for chocolates & Gourmet Treats
Evidence: Please provide a photo of the damaged product and the delivery note via WhatsApp or email.
Resolution: Upon verification, we will offer a replacement at the earliest available delivery slot or a full refund to the original payment method.
3. Cancellations
We understand plans change. Our cancellation policy is as follows:
Standard Orders: Cancellations are accepted up to 24 hours before the scheduled delivery date for a full refund.
Same-Day/Next-Day Orders: Once an order is processed and the floral arrangement has been designed, we cannot offer a refund.
Custom/Bulk Orders: Specialized arrangements or large corporate chocolate orders require a 48-hour notice for cancellation.
4. Delivery Issues
Incorrect Address: If an incorrect address is provided, we will attempt to redirect the delivery; however, a re-delivery fee may apply.
Recipient Not Available: If the recipient is not home, we will follow your specific instructions (e.g., leave with a neighbor or at the front desk). Refunds are not provided for failed deliveries due to recipient unavailability.
5. Refund Processing
Approved refunds are processed back to the original payment method.
Card Payments: In line with UAE banking standards, please allow 7 to 14 business days for the refund to appear in your statement.
Cash on Delivery: Refunds for cash orders will be issued via store credit or bank transfer.
Note: Al Afrah Chocola & Flowers reserves the right to refuse a return if the item shows signs of misuse or if the claim is made outside the specified timeframes.
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