Refund & Cancellation Policy

Please contact us as soon as possible if you need to cancel or change an order. We will try to help, but a request is not confirmed until we accept it in writing.

An order can generally be cancelled for a full refund if the Vendor has not accepted it and preparation, personalisation, procurement, reservation or delivery has not begun.

Once any of those activities has begun, we may be unable to cancel or change the order. This is especially likely for fresh, perishable, personalised, made-to-order and date-specific products or experiences. If we can accommodate a change, additional charges may apply.

Subject to applicable law, we do not accept change-of-mind returns or offer refunds for:

• Fresh flowers, plants and other natural or perishable products
• Cakes, chocolates, food, beverages and other consumable products
• Personalised, customised, engraved, printed or made-to-order products, including personalised cards
• Sealed goods not suitable for return for health or hygiene reasons once opened
• Gift bundles containing any non-returnable item
• Date-specific bookings, reservations, tickets or experiences after the applicable cancellation deadline
• Gift cards, digital vouchers or codes after they have been issued, activated or used

These exclusions apply only to change-of-mind requests and do not affect your rights if an item is damaged, defective, incorrect, materially different from its description, or not delivered.

If an order arrives damaged, defective, incorrect or incomplete, please contact us promptly — preferably within 24 hours for fresh or perishable products, and within 48 hours for other products. These reporting periods help us investigate and do not remove any mandatory legal rights.

Please provide:

• Your order number and contact details
• A clear description of the problem
• Clear photographs or video of the product, packaging and delivery label
• Any other information reasonably needed to assess the issue

Depending on the circumstances, we may arrange a replacement, re-delivery, repair, partial refund or full refund. Please do not dispose of an affected item until we confirm it is no longer required for assessment.

Flowers and plants are natural, seasonal products. Colour, size, shape and appearance may vary slightly from website photographs. Where a particular flower or presentation material is unavailable, a Vendor may substitute an item of similar style, quality and value while preserving the overall character of the arrangement.

Minor natural variations or reasonable substitutions are not normally defects. If a substitution materially changes the arrangement or the delivered item is materially different from the description, please contact us so that we can assess an appropriate remedy.

Each Vendor delivers its own products within Dubai and sets its own delivery timeframe, which is shown at checkout.

Delivery times are estimates unless we expressly confirm a guaranteed time. Seasonal demand, traffic, weather, security restrictions and events outside our reasonable control may affect delivery.

If we or a Vendor fail to deliver an order, or an order is materially late due to a cause within our control, we will assess the circumstances and may offer re-delivery, replacement, partial refund or full refund, as appropriate.

A refund may not be available where delivery fails or is delayed because the address or recipient details were incorrect, the recipient was unavailable or refused delivery, access to the location was restricted, or another circumstance outside our reasonable control prevented delivery.

Experiences are supplied by third-party providers and may have additional cancellation, rescheduling, age, health and attendance conditions shown before purchase.

Unless the provider terms or applicable law state otherwise:

• Customer cancellations are subject to the deadline and charges shown for that experience
• Late arrival, failure to attend or failure to meet participation requirements may result in loss of the booking without refund
• Weather-dependent experiences may be rescheduled rather than refunded
• If the provider cancels and cannot offer a suitable alternative, you may choose a rescheduled date, store credit or a refund

If only one item in a multi-item order or gift bundle is affected, any replacement, credit or refund will normally relate only to that item and any directly associated charge. A full-order refund may be offered where the issue materially affects the purpose or value of the entire order.

Refunds reflect the amount actually paid after any discount or promotion. Promotional value is not refundable in cash. If an order paid with a Moon n Bloom gift card is refunded, the eligible amount will normally be returned to the same gift card or issued as store credit, subject to applicable law.

Approved refunds will normally be returned to the original payment method. We aim to initiate an approved refund within 5 business days after completing our assessment. Banks and card issuers may take an additional 5 to 10 business days to show the funds in your account.

Original delivery, booking, service and other fees are refunded only where the affected order or service was not properly provided, where we agree otherwise, or where applicable law requires it.

Please contact us first so that we can try to resolve any issue quickly. If you start a chargeback or payment dispute, we may provide the payment provider with relevant order, communication and delivery records. A pending chargeback may delay a separate refund while the same transaction is being reviewed.

Contact us and include your order number, the reason for your request and any supporting photographs or documents:

• Email: moonandbloomltd@gmail.com
• Website: www.moonnbloom.com

We may contact the Vendor, delivery partner or experience provider to verify what happened. We will keep you informed and may request additional information reasonably needed to decide the request.

This Policy is intended to operate consistently with applicable UAE consumer-protection law. Where the law gives you a remedy that is more favourable than this Policy, the legal remedy will apply.

If you are dissatisfied with our response, you may contact the competent consumer-protection authority in the UAE emirate where the transaction or business is located.