For customers
Refund & Cancellation Policy
Flowers and cakes are made for you and cannot be put back on a shelf, so the rules depend on where your order is. This policy is part of the Terms of Use; where they differ, the Terms prevail. Nothing here limits your rights under the UAE Consumer Protection Law.
1Before the shop accepts your order
1.1You can cancel from your orders page (or in the app) at any time while the order shows as "New", that is before the partner shop accepts it. The full amount is refunded, including the delivery fee. Bonus points you used return to your balance automatically.
1.2If you have not completed payment yet, the order is simply not placed; cancelling it closes the payment so it cannot be charged later.
2If the shop declines or does not deliver
2.1A partner shop may decline a new order, for example when an item has sold out or it cannot meet the slot. You are told the reason and the full amount is refunded. If the money was only held on your card, the hold is released and nothing is charged.
2.2An accepted order that is not delivered within the slot and cannot be delivered on a day you agree to is refunded in full.
3After the shop accepts your order
3.1Once an order is accepted the shop starts preparing it, so self-service cancellation is no longer available. Contact support at once (section 6); we will ask the shop whether the order can still be stopped. If it can, you are refunded in full. If flowers have already been cut and arranged or a cake baked, the shop may keep the cost of what was made, and the rest is refunded.
3.2Changing the delivery date, slot, address or card message after acceptance is at the shop's discretion; ask support and we will relay it. A new address in a different emirate may change the delivery fee.
4If the order is not right
Contact us within 24 hours of the delivery slot, with photos, if:
- athe arrangement is clearly different from the listing photos and description (size, main flowers, colours), beyond the seasonal substitution the Terms allow;
- bflowers arrive wilted or damaged, or food items arrive damaged or unsafe;
- citems are missing;
- dthe order arrived substantially after the slot without your agreement.
4.2We compare your photos with the photo the shop took before dispatch and the listing, and ask the shop for its account. Where the complaint is upheld we arrange, at your choice where practical, a replacement delivered by the shop or a refund: in full where the order was unusable or missing, or a partial refund proportionate to the shortfall. We aim to decide within 2 business days.
4.3We cannot refund because the recipient did not like the gift, because of normal variation in natural flowers, or because the recipient was not available and did not respond after the steps in the Delivery Policy were followed.
5How refunds are paid
5.1Refunds are issued by Zohoor to the card or wallet you paid with, through Stripe, as a full or partial amount. Zohoor issues the refund once the order is cancelled, declined or the complaint is decided; your bank or card issuer usually shows it within 5 to 10 business days, sometimes longer for international cards. We cannot refund to a different card or in cash.
5.2Promo-code discounts are not paid out in cash. If a refunded order used a promo code that is still valid, you can use it again. Bonus points spent on a cancelled, declined or fully refunded order return to your balance; points earned on an order are removed if that order is refunded.
5.3Zohoor Studio: a design request has no cost until you accept a quote and pay. The order that results follows this policy like any other order. A design whose delivery time passes before you pay is cancelled automatically; if a payment went through at that moment, it is refunded.
6How to reach us
6.1Messages in the app, the "Contact support" link on your order page, email support@zohoor.ae, or the Zohoor assistant. Please quote the order number. If you are not satisfied with our decision you may complain to the Ministry of Economy or the consumer protection department of the emirate concerned.