Legal
Last Updated: October 2026
At Calanthe, every floral arrangement is carefully prepared specifically for each order. Due to the fresh and perishable nature of flowers, as well as the personalised nature of our arrangements, cancellations, changes, and refunds are subject to the conditions outlined below.
Once an order has been placed and payment has been successfully completed, the order cannot be cancelled for a monetary refund.
If the customer wishes to cancel the order before preparation has started, the amount paid may be retained as Calanthe store credit under the customer's account. This credit will remain valid for one month from the date of cancellation and may be used toward a future Calanthe order. Any unused credit remaining after the one-month validity period will expire and will not be refundable or transferable.
Once Calanthe has started preparing the order, cancellation will no longer be available. However, simple changes may still be accommodated where reasonably possible, depending on the stage of preparation and the nature of the requested change.
Customers should contact Calanthe as early as possible if they wish to make changes to an existing order.
Before preparation begins, changes may be made subject to availability and any difference in price. Once preparation has started, only simple changes that do not require the arrangement to be completely remade may be accepted.
Requests involving significant changes to the flowers, design, size, colour scheme, or overall arrangement may not be possible once preparation has begun. Calanthe will determine whether a requested change can reasonably be accommodated based on the preparation stage and availability of flowers and materials.
If a requested change increases the value of the order, the customer will be required to pay the difference before the change is completed.
Where Calanthe provides the customer with a photo or video of the completed floral arrangement for approval, the customer is responsible for reviewing and confirming the arrangement promptly.
Once the customer confirms their approval, the arrangement will be considered accepted and no further changes may be requested.
Orders requiring customer approval will not be dispatched until approval has been received. Any delay in providing approval may result in a delay to the scheduled delivery time, and Calanthe will not be responsible for delivery delays resulting from late customer confirmation.
Due to the fresh and perishable nature of flowers and the personalised preparation of our arrangements, payments for confirmed orders are generally non-refundable.
Where a customer chooses to cancel an eligible order before preparation has started, the amount paid will be provided as Calanthe store credit in accordance with Section 1 rather than refunded to the original payment method.
A monetary refund may be considered where Calanthe is unable to fulfil the order, an incorrect order has been delivered due to an error by Calanthe, or another significant issue directly attributable to Calanthe has occurred. Such cases will be reviewed individually.
Flowers are natural products, and variations in colour, size, shape, opening stage, and appearance are normal. The final arrangement may therefore vary slightly from photographs displayed on our website or social media.
These natural variations will not be considered defects and will not normally qualify for a refund or replacement. Where a particular flower or variety is unavailable, substitutions may be made in accordance with Calanthe's substitution terms while maintaining the overall style, quality, and value of the arrangement as closely as reasonably possible.
If an order arrives significantly damaged or is materially different from what was ordered due to an error by Calanthe, the customer should contact us as soon as reasonably possible after delivery and provide clear photographs or videos showing the issue.
After reviewing the request, Calanthe may, where appropriate, offer a replacement, partial refund, full refund, store credit, or another suitable resolution depending on the circumstances.
Issues resulting from the natural characteristics of fresh flowers, minor variations in appearance, or circumstances occurring after successful delivery may not qualify for a refund or replacement.
Customers are responsible for providing accurate recipient and delivery information and, where necessary, ensuring that the recipient is available to receive the order.
Calanthe will not normally provide a refund where delivery cannot be completed because incorrect or incomplete information was provided, the recipient could not be contacted, the recipient was unavailable, access to the delivery location was restricted, or the recipient refused to accept the order.
Where a second delivery attempt is requested or required, additional delivery charges may apply depending on the location.
Where a monetary refund is approved by Calanthe, it will generally be processed through the original payment method used for the order, where possible.
The time required for the refunded amount to appear in the customer's account may vary depending on the payment provider, bank, or card issuer. Processing times outside Calanthe's control will be subject to the relevant financial institution's procedures.
Store credit issued following an eligible cancellation will be linked to the customer's Calanthe account or otherwise recorded by Calanthe and will remain valid for one month from the cancellation date.
Store credit may be applied toward a future Calanthe order within the validity period. If the new order exceeds the available credit, the customer will be required to pay the remaining balance. Any unused credit will expire at the end of the one-month validity period and cannot be exchanged for cash or refunded.
For cancellation, store credit, refund, replacement, or order-related requests, customers should contact Calanthe through the official contact details provided on our website and provide the relevant order information.
Calanthe reserves the right to request photographs, videos, order details, or other reasonable information necessary to review a refund, replacement, or order-related request.
This Refund & Cancellation Policy is subject to the applicable laws and consumer protection requirements of the United Arab Emirates. Nothing in this policy is intended to limit any rights that a customer may have under applicable UAE law.