Refund policy



    Return and Refund Policy for Tanella Flowers

    At Tanella Flowers, we are committed to delivering high-quality products and exceptional service. Please review our return and refund policy to understand your rights and responsibilities when making a purchase from our store.

    1. General Policy

    • Refunds and returns are available for specific product categories and under specified conditions as outlined below.

    2. Fresh Cut Flowers

    • Non-Refundable After 5 Hours:
      Fresh-cut flowers are non-refundable and non-returnable if more than 5 hours have passed since the order was placed.

    • Damaged Products:
      If your flowers arrive damaged, notify us via email or WhatsApp within 2 hours of delivery. Notifications received after this timeframe will not qualify for a refund or replacement.

    • Undeliverable Orders Due to Unresponsiveness:

      If the delivery cannot be completed due to the sender or recipient being unresponsive, unavailable, or unreachable at the time of delivery, no refund will be issued. It is the responsibility of the customer to ensure the recipient is reachable and available to accept the order.

      Quality Concerns 

      If you are dissatisfied with the quality of your flowers, please contact us promptly via email or WhatsApp. We will make every effort to resolve the issue to your satisfaction.

    3. Accessories and Gifting Products

    • Full Refund Before Delivery:
      Accessories and gifting products are eligible for a full refund if the cancellation request is made before delivery.

    • Non-Refundable After Delivery:
      Once delivered, accessories and gifting products are non-refundable and non-returnable, except in cases of damage or defects.

    4. How to Request a Refund or Return

    To request a refund or return, follow these steps:

    1. Contact us: Reach out via email or WhatsApp with your order number and issue details.
    2. Provide proof: Attach photos of the product if it is damaged or defective.
    3. Timelines: Ensure your request is made within:
      • 2 hours for damaged flowers
      • 5 hours for refund eligibility on fresh-cut flowers

    5. Contact Information

    • Email: hello@tanella.ae
    • WhatsApp: 00971544689721

    6. Additional Information

    • Refunds will be processed within 7-10 business days after approval.
    • Requests that do not meet the conditions outlined in this policy may be declined.

    Thank you for choosing Tanella Flowers! We are dedicated to ensuring your experience with us is seamless and delightful.