Refund Policy

Last updated: July 25, 2026

1. Nature of Our Products

Our flowers and floral arrangements are handcrafted, perishable products created individually for each order. For hygiene, freshness, and quality reasons, we do not accept returns of delivered arrangements.

However, your satisfaction is our priority. If something goes wrong with your order, we will make it right — please read the conditions below.

2. When You Are Eligible for a Refund or Replacement

We will offer a full refund or a replacement bouquet (your choice) in the following cases:

• Damaged product on arrival — the arrangement is visibly broken, wilted, or damaged when it reaches the recipient
• Wrong item delivered — you received an arrangement significantly different from what you ordered
• Non-delivery — the order was not delivered on the confirmed date to the correct address (through our fault, not because of an incorrect address or absent recipient)
• Quality issue — the flowers do not last a reasonable amount of time for a properly cared-for fresh arrangement (typically 4–7 days depending on the variety)

3. How to Report an Issue

To be eligible, you must report the issue within 24 hours of delivery by:

1. Sending an email to contact@galaray.ae or a WhatsApp message to +971 56 777 7734
2. Including your order number
3. Attaching clear photos of the arrangement showing the issue
4. Describing the problem briefly

Reports made after 24 hours will be assessed on a case-by-case basis but may not be eligible for compensation, as flower quality can be affected by external factors after delivery (temperature, water changes, handling).

4. Compensation

Once we confirm the issue, you may choose between:

• A full refund to your original payment method
• A replacement bouquet of equal value, delivered as soon as possible (usually within 48 hours in Dubai)

5. Refund Processing Time

Approved refunds are issued to the original payment method within 7 to 14 business days. The time it takes for the refund to appear on your statement depends on your bank or payment provider.

For Tabby and Tamara installment plans, the refund will be processed according to their respective policies (typically 5–10 business days for the first installment; subsequent installments will be cancelled).

6. Situations Not Covered

We are unable to offer a refund or replacement when:

• The recipient was not available and the order was left at reception or a neighbour as instructed
• An incorrect delivery address or phone number was provided by the customer
• The order was refused by the recipient
• The issue is reported more than 24 hours after delivery without photographic evidence
• The arrangement was left in unsuitable conditions after delivery (direct sun, extreme heat, without water)
• Natural variations in flower colour, shape, or size occurred (see our Terms of Service)
• Personalized or custom event orders (weddings, corporate events) — specific terms are agreed in the event contract

7. Cancellations

Orders may be cancelled and fully refunded up to 24 hours before the scheduled delivery date. Cancellations made after this window cannot be refunded because preparation and sourcing have already begun.

For same-day delivery orders, cancellation is possible only before 2:00 PM on the day of delivery.

8. Order Modifications

Changes to delivery date, address, or recipient are possible up to 24 hours before delivery, subject to availability. Please contact us as early as possible for modifications.

9. Event and Wedding Orders

Custom event orders (weddings, corporate events, private parties) are subject to separate contractual terms agreed at the time of booking, including specific deposit, cancellation, and modification conditions.

10. Your Statutory Rights

This Refund Policy does not affect your statutory rights under UAE Federal Law No. 15 of 2020 on Consumer Protection.