By ordering via www.plantsfactory.ae, you acknowledge that you have read, understood, and agreed to the following Terms and Conditions. These terms apply to all products and services offered by Plantsfactory Flowers, including flowers, plants, and goods, whether purchased online or in-store.

1. Ordering & Product Substitution

  • Perishability: Flowers are natural and perishable. Their lifespan varies by species. Some varieties naturally last longer than others.
  • Visual Variation: Product images shown on www.plantsfactory.ae are for illustrative purposes only. Actual flowers, plants, and goods may vary in color, shape, or size depending on seasonal availability.
  • Substitution Policy: In cases where certain items are unavailable, we reserve the right to substitute with products of similar type, color, and equal or greater value, maintaining the overall design and aesthetic of the bouquet or arrangement.
  • Packaging: Packaging of flowers, plants, and goods may differ from the illustrations on the website.
  • Personal Message: Customers are encouraged to include a personal message for the recipient, particularly for gift orders.

2. Payment Process

  • Prices listed are inclusive of VAT where applicable and reflect the final cost at checkout.
  • Orders are processed only after successful payment confirmation via:
    • Product selection
    • Customer registration
    • Card payment processing
    • Email confirmation
  • Delivery charges are shown at checkout based on the selected time and location.

3. Delivery Policy

  • Instructions: Please include any delivery notes (e.g., preferred AM/PM delivery window). While we aim to honor preferred time slots, we cannot guarantee exact delivery times.
  • Standard Hours: Deliveries are conducted between 9:00 AM and 9:00 PM unless special arrangements are made.
  • Urgent Deliveries: Express delivery is available (within 3 hours) at an extra cost based on location.
  • One Delivery Address per Order: Delivery fees apply to a single location. For multiple delivery addresses, additional charges apply.
  • Address Changes: If the delivery address is changed after dispatch and is more than 2 km from the original address, a 30 AED rerouting fee applies.
  • Recipient Not Available: If no one is present at the delivery location, the order will be returned to the showroom. The recipient must collect it the same day.
  • Third-party Acceptance: Deliveries to hospitals, offices, or schools may be accepted by authorized personnel and considered fulfilled.
  • Responsibility Transfer: Responsibility for the order transfers to the customer once delivered to the specified address.
  • Delays: In case of uncontrollable delays (e.g., traffic, weather), customers will be notified. If delays exceed 24 hours, the customer may request cancellation and refund of unfulfilled items.
  • Feedback: All feedback must be submitted within 24 hours of delivery for quality concerns.

4. Cancellation & Refund Policy

  • Cancellation: Orders can be amended or cancelled up to 24 hours before the scheduled delivery time to qualify for a full refund.
  • Refunds: All refunds will be processed using the original mode of payment used at checkout. Processing time may vary depending on the payment provider.
  • Quality Issues: For any concerns, customers must provide images of the delivered product and proof of purchase or sender details. Our customer service team will assist promptly.

5. Product Care – Bouquet Care Guidelines

To maximize the lifespan of your flowers:

  • Place them in a cool location, away from direct sunlight.
  • Refill the vase with clean, room-temperature water daily.
  • Every 2–3 days, change the water, clean the vase, and trim ¾ inch from the stems at an angle.
  • Remove any damaged or wilted leaves/blooms below the waterline.
  • Add flower food if provided (or sugar and aspirin as a DIY alternative).

6. Privacy Policy

  • Customer data, including credit/debit card details and personally identifiable information, will not be stored, sold, shared, or rented to any third parties.
  • All transactions are securely processed using industry-standard encryption and security protocols.

7. Compliance & Restrictions

  • In accordance with UAE law, Plantsfactory Flowers will not provide any services or products to any country sanctioned by the Office of Foreign Assets Control (OFAC).
  • It is the customer’s responsibility to ensure the legality of receiving products at the destination.

8. General Use of Website

By using www.plantsfactory.ae, you agree not to misuse the platform or engage in activities that disrupt its functionality. Plantsfactory Flowers reserves the right to suspend user access in the event of fraudulent, illegal, or abusive behavior.