Refund policy

Name: Rosarium.me
Address: Opposite Latifa Hospital, Al Jadaf, Dubai, Dubai, AE
Telephone: +971 58 174 7538

Rules for cancellations, fresh and personalised products, complaints, remedies and substitutions.

Effective date: 19 August 2026

Fresh and personalised products

Flowers, plants, food-related gifts and many floral products are perishable and are prepared for a particular order. Custom bouquets, personal messages and other personalised items are made to the customer's specifications. Change-of-mind returns are therefore generally unavailable once preparation has begun. This does not affect mandatory remedies for defective, damaged, incorrect or materially misdescribed products.

Cancellation window

A purchaser may request cancellation within 15 minutes after placing the order, provided preparation has not begun. Cancellation requests must be submitted promptly through info@rosarium.me or +971 58 174 7538 and are effective only when confirmed by Rosarium.

Once preparation has begun, the order cannot be cancelled for change of mind. This rule also applies to custom bouquets and personalised products. If Rosarium is able to accommodate a requested change without waste, delay or additional cost, it may do so at its discretion, but is not required to do so.

Quality and delivery complaints

A complaint concerning freshness, condition, damage, an incorrect item or delivery should be submitted within six hours after delivery. Include the order number, clear photographs of the full arrangement and close-up photographs of the issue, together with a short description. The six-hour period allows prompt assessment of a perishable product; it does not remove any mandatory consumer right under UAE law.

The customer should follow reasonable flower-care instructions and preserve the product while the complaint is reviewed. Rosarium may request additional information or collection of the affected product where reasonably necessary.

Remedies

For a verified defect or fulfilment issue, Rosarium will ordinarily offer a replacement or store credit, taking account of the nature and seriousness of the issue. A monetary refund may be offered where Rosarium cancels the order, cannot fulfil it, cannot provide an appropriate replacement, or where a refund is required by applicable law. Rosarium will not require a customer to waive a statutory right as a condition of receiving a remedy.

Refund processing

An approved monetary refund will be returned to the original payment method where reasonably possible. Rosarium will initiate the refund within 15 days after approval. The bank, card network, wallet or payment provider may require additional time before the amount appears in the customer's account. Cash payments may be refunded through an agreed traceable method after reasonable identity and order verification.

Substitutions

If a flower, colour, container or packaging item becomes unavailable, Rosarium may substitute it with an item of equal or greater value while preserving the arrangement's overall style, colour direction and value. Rosarium will seek the customer's approval before any material change where reasonably possible. Minor seasonal substitutions that do not materially alter the overall arrangement may be made without prior approval.

A substitution does not remove the customer's right to a remedy if the delivered product is materially different from the agreed description, defective or otherwise non-compliant with applicable law.

Incorrect address or unreachable recipient

Rosarium may make up to two reasonable delivery or contact attempts. If delivery cannot be completed because the supplied address is incorrect or incomplete, access is unavailable, or the recipient cannot be reached, the arrangement may be returned to the store. A customer-requested redelivery costs AED 30 within Dubai or AED 50 in the other Emirates and remains subject to the arrangement's condition and delivery capacity.

No refund is due for deterioration or non-delivery caused by inaccurate information, unavailable access or recipient unavailability after reasonable attempts, except where applicable law requires otherwise.

Refused delivery

Rosarium does not impose an additional refusal fee. A prepaid order refused without a verified defect or Rosarium error is non-refundable because preparation and attempted delivery have occurred. No payment is collected for a refused cash-on-delivery order, but Rosarium may require prepayment for future orders associated with the same customer, recipient, address or telephone number.

A refusal caused by damage, an incorrect order, a material departure from the product description or another Rosarium error will be handled as a quality complaint and may qualify for replacement, store credit or refund.

Custom and personalised orders

Custom bouquets and personalised products cannot be cancelled for change of mind after preparation begins and are not returnable merely because the customer changes their preference. Verified defects or fulfilment errors remain eligible for an appropriate replacement or store credit, and for a refund where Rosarium cannot provide an appropriate remedy or applicable law requires it.

How to make a request

Email info@rosarium.me or telephone/WhatsApp +971 58 174 7538. Provide the purchaser's name, order number, delivery date, explanation and required photographs. Rosarium will acknowledge and assess the request using the order record, delivery information, photographs and other relevant evidence.