Refund policy

Freshness Guarantee

If you receive flowers that are not fresh, we will refund or replace your order (as you see fit), providing the following terms are met:

• Your compliant is flagged upon delivery
• The bouquet is handed back to the courier
• The flowers show clear signs of decay (e.g. wilting or fungus)
• Photographic evidence is sent to us via WhatsApp +971 5859 83382
  

Modifications and Cancellations

If you need to modify or cancel your order for any reason, please contact us either via:

Email: support@russianrose.ae

Phone/WhatsApp: +971 5859 83382

And provide the following details: Order number(s), Customer name(s), Billing address, and Recipient name(s).

Please ensure that any changes or cancellations are requested at least 48 hours before the scheduled delivery date.

Unfortunately, you cannot cancel or return orders for: (i) perishable goods after your order has been dispatched, or (ii) customized goods if the customization process has already started at the time of your cancellation request.

Due to the perishable nature of flowers, we cannot accept returns of flowers once they have been dispatched. 

Cases of Fraud

You have the right to cancel any payment if your credit or debit card has been fraudulently used by someone not authorized to act on your behalf.

In such cases, you are entitled to be refunded for any amounts that were not already reimbursed by your card issuer.

If you request a refund or we agree that you are entitled to one, the refund will be issued to the card originally used for the payment.

The refunded amount will be returned to your card account through your card provider.

We will process the refund within a reasonable time, and it may take several days from us processing the refund for the funds to appear in your account.

Any delays should be discussed with your card provider.