Cancellation, Returns & Refund Policy

Surprise Flowers & Ornamental Plants Trading CO. L.L.C – Cancellation, Returns & Refund Policy:

Surprise Flowers & Ornamental Plants Trading CO. L.L.C(Surprise Flowers)  owns and maintains https://surpriseflowerbouquet.com/ website (“Site”). This Refund & Returns Policy governs use of the Site and all its divisions, subsidiaries, and affiliate operated Internet sites.

1. ORDER CONFIRMATION:

When you purchase a product on our Site, you will receive a system-generated email confirming your order. Please check and verify that the details captured in the order confirmation are correct. If you would like to make any changes to your order, please contact us within 30 minutes by email at info@surpriseflowerbouquet.com or call us on +971 58 259 8826. You will have to pay the difference in amount if your order value increases after making changes to the order.

2. ORDER PROCESSING:

We will process your order as soon as your order is confirmed. Some products may have to be ordered from our suppliers to fulfil your order. We will schedule delivery as per the required date and time slot.

3. CANCELLATION:

You can cancel your order within 30 minutes of confirming your order. Refund will be processed through the original mode of payment.

If your order has not been taken into production, we could possibly change or cancel your order and provide you a refund, deducting any processing or administration fees as may be applicable. Some products which are imported upon receiving your order cannot be cancelled, if our supplier has already processed our order.

If your order is in transit but has not reached its destination, we will cancel the delivery, if you wish. However, we will not be able to provide a refund due to the vulnerability and freshness of the products used.

4. RETURNS:

We do accept returns within 30 minutes of receipt in unopened original packaging, only for the following reasons.
• If we delivered an incorrect product.
• If the product is defective.
• If the product was damaged in shipping.
• If the product is tampered.

Please notify us immediately and return the item in its original packaging. In such instances, we will endeavour to send you the correct item or refund the payment.

Since the products are fresh and perishable, we will not accept returns if the items are damaged due to improper handling or storage by the recipient. We can only accept returns of products that have not been tampered with, are sealed, and remain in the original packaging. Please note that we reserve the right to refuse any returned shipments if the product has been used or tampered with. Shipping & Handling fees are non-refundable.

5. REFUND:

Subject to the other Term and Conditions, we offer a refund to our customers only for the following reasons.
• If we delivered an incorrect product.
• If the product is defective.
• If the product was damaged in shipping.
• If the product is tampered.

All refunds will be processed through the original mode of payment. Please allow 7-10 working days for the amount to be credited to your account.

We do not accept complaints, nor offer a refund after the product had been accepted and collected by the receiver. Moreover, we do not offer a refund for the following reasons.
• If the products are delivered to an incorrect address provided in the order.
• If the recipient was unavailable at the address provided in the order and the delivery was unsuccessful.
• If the fresh product quality decreased in transit due to a delay in delivery because of an incorrect delivery address provided in the order on a change in address during delivery.
• If the product quality deteriorates due to improper handling by the recipient after delivery.

6. DAMAGED / DEFECTIVE PRODUCTS:

If you receive any of our product in a damaged or defective condition, please report it to us within 30 minutes of receipt and send us photographs by email or WhatsApp. We will at our sole discretion either deliver to you a new product at our own cost or refund to you the cost of the product.

7. EXCHANGES:

We do not accept any product exchanges after delivery.

8. AMENDMENTS:

We may change or update this Refund and Returns Policy occasionally to meet new requirements and standards. We reserve the right to modify our Refund and Returns Policy at any time. Therefore, customers are encouraged to frequently visit this section to know about the changes. Modifications will be effective on the day they are posted.