Refund policy

Stand: October 2025

We want you and your loved ones to be completely satisfied with our flowers. Since we only work with fresh, handmade products, special conditions apply to refunds and complaints.

No right of withdrawal for fresh goods

Our products –in particular bouquets, rose boxes, plants and other fresh produce – are perishable goods within the meaning of Section 312g Paragraph 2 No. 2 BGB. Therefore, there is no statutory right of withdrawal and no right of return once the order has been made or shipped. Each bouquet is bound individually to order and freshly prepared for the recipient.

Complaints about quality defects or delivery problems

If your delivery is damaged, not fresh or incorrectly made, please contact us within 24 hours of delivery at info@rosarium.me. Please send us photos (full shot + close-up), the order number and a short description of the problem. After checking, we offer a replacement delivery, credit or (partial) refund depending on the situation. No refund is possible if the flowers were properly delivered and accepted, the complaint was not submitted on time or the condition was affected by improper care.

Non-delivery/recipient not reachable

If the recipient is not found during delivery, delivery can be made to the neighbor, at a safe location or for collection at the partner store. If delivery is not successfully completed due to an incorrect or incomplete address, lack of accessibility or refusal to accept, there is no entitlement to a refund. If picked up later or stored alternatively, we do not guarantee full freshness as flowers wilt over time.

Refund processing

If a refund is approved, payment will be made within 5–10 working days to the original payment method (e.g. E.g. Stripe, PayPal, credit card) or as a voucher. Banks or credit card institutions may require additional processing time.

Exceptions

No returns or refunds for: fresh flowers, plants, custom bouquets, personalized products, gift vouchers and properly delivered goods.

Goodwill & customer satisfaction

Even if there is no legal entitlement, we check each request individually and –if possible – find an accommodating solution.

Contact & return address

Al wasl Sports Club
opp. Latifa Hospital
St-Al Jadaf
Dubai- United Arab Emirates.
info@rosarium.me
www.rosarium.me