Refund policy

Return, Refund & Cancellation Policy

Last updated: August 29, 2026

Due to the perishable and made-to-order nature of our flowers and floral arrangements, Ishbelia Gardens does not accept returns or exchanges once an order has been delivered or collected.

Change of Mind

We do not accept returns, exchanges or refunds for a change of mind after an order has been prepared, dispatched, delivered or collected. This includes situations where the customer no longer wants the product or changes their preference after preparation has begun.

Damaged, Faulty or Incorrect Orders

If your order arrives significantly damaged, defective, incorrect, or significantly different from what was ordered due to an issue caused by us, please contact Ishbelia Gardens within 24 hours of delivery.

Please provide your order details and photographs of the product where reasonably possible so that we can assess the issue.

If the complaint is confirmed to be valid, we may offer an appropriate replacement, correction, store credit or refund, depending on the circumstances.

Flowers and Substitutions

Flowers are natural and seasonal products. Minor variations in colour, size, shape, bloom stage and appearance are normal and are not considered defects.

Where a particular flower, wrapping material, vase or decorative element is unavailable, we may substitute it with a similar item of equal or greater value while maintaining the overall style, colour scheme and value of the arrangement as closely as reasonably possible.

Orders That Are Not Delivered

If your order has not been delivered within the confirmed delivery date or delivery window, please contact us as soon as possible so that we can investigate the delivery.

If an order cannot be delivered due to an issue caused by Ishbelia Gardens and we are unable to complete the delivery within a reasonable alternative timeframe agreed with the customer, we will offer an appropriate replacement, rescheduled delivery, store credit or refund.

This does not apply where delivery could not be completed because of incorrect or incomplete delivery information, recipient unavailability, inability to contact the recipient, restricted access to the delivery location, or another circumstance outside our reasonable control. Please refer to our Delivery Policy for further information.

Cancellations

Orders may be cancelled before preparation or personalization has begun.

Because flowers and arrangements are prepared specifically for each order, cancellation may no longer be possible once preparation or personalization has started.

Orders that have already been dispatched for delivery cannot be cancelled.

If we cancel an order because we are unable to fulfil it, any amount already paid for the cancelled order will be refunded.

Approved Refunds

Where a refund is approved, it will generally be issued to the original payment method used for the order.

We will initiate approved refunds within 5 business days. After the refund has been processed by us, the time required for the funds to appear in your account may vary depending on your bank, card issuer or payment provider.

Contact Us

If you experience an issue with an order or wish to request an eligible cancellation, please contact us:

Ishbelia Gardens
Operated by ISHBILIA GARDENS L.L.C
ASWAAQ Al Mizhar, Unit 15
Al Mizhar First, Dubai
United Arab Emirates

Email: management@ishbelia.ae
Phone & WhatsApp: +971 50 695 1106

Nothing in this policy is intended to limit any rights or remedies available to customers under applicable UAE law.