Terms of service

  • 1. Product Nature

    1. All products sold are fresh floral arrangements.

    2. Flowers are natural and seasonal, therefore:

      • Slight variations in color, bloom size, or shape may occur.

      • Arrangement style will be preserved, but exact replication is not guaranteed.

    2. Substitutions

    To ensure timely delivery and freshness:

    • If a specific flower or color is unavailable, we may substitute with an equal or higher-value alternative while maintaining the overall design and tone of the arrangement.

    3. Orders & Confirmation

    • Orders are confirmed only after full payment is received.

    • Customers must provide:

      • Correct recipient name

      • Complete delivery address

      • Valid contact number

    • Incorrect or incomplete details may cause delivery delays.

    4. Delivery Policy

    Same-Day Delivery

    • Dubai: Orders placed before 7 PM

    • Other Emirates: Orders placed before 12 PM

    Delivery times are estimated windows, not guaranteed exact times.

    Delivery Conditions

    We are not responsible for delays due to:

    • Wrong address provided

    • Recipient unavailable

    • Security restrictions in buildings

    • Public holidays or force majeure events

    If delivery fails due to customer-provided errors, redelivery fees may apply.

    5. Recipient Unavailability

    If the recipient is not available:

    • Flowers may be left with security, concierge, or neighbor (if deemed safe)

    • Or delivery will be rescheduled (additional charges may apply)

    6. Complaints & Quality Issues

    Because flowers are perishable, complaints must be made within 24 hours of delivery with photo evidence.

    We may offer:

    • Replacement bouquet

    • Store credit

    • Partial refund (case dependent)

    Complaints regarding:

    • Personal taste

    • Slight color variation

    • Naturally wilting flowers after time
      are not eligible for refund.

    7. Cancellations & Changes

    • Orders cannot be cancelled once preparation has begun.

    • Same-day orders cannot be cancelled.

    • Changes to delivery address or time may not be possible once the route is scheduled.

    8. Returns

    Due to the perishable nature of flowers:

    • Returns are not accepted

    9. Liability

    Sarah Flowers is not liable for:

    • Allergic reactions

    • Damage after delivery

    • Delays caused by third parties

    • Indirect or consequential losses

    Our maximum liability is limited to the value of the order placed.

    10. Payment Terms

    • All prices are in AED.

    • Payment must be completed before processing.

    • We reserve the right to cancel unpaid orders.

    11. Intellectual Property

    All website images, designs, and content belong to Sarah Flowers and may not be used without permission.

    12. Force Majeure

    We are not responsible for failure or delay in performance due to events beyond our control including weather, traffic restrictions, supplier disruptions, or government regulations.

    13. Governing Law

    These terms are governed by the laws of the United Arab Emirates.

    14. Acceptance

    By placing an order, the customer confirms they have read and agreed to these Terms & Conditions.