Last updated: 5 November 2026
Fresh flowers are alive. They start their life with us in the morning and are meant to brighten someone’s room for days, not to sit in a box waiting to be sent back. That shapes how returns work for a florist.
This policy explains what you can cancel, what we can and cannot take back, and exactly what happens if something arrives wrong. Your rights under Law No. 8 of 2008 on Consumer Protection and Decree-Law No. 16 of 2010 on Electronic Commerce and Transactions always apply, whatever this page says.
1. The short version
| Situation | What we do | What we need from you |
|---|---|---|
| You want to cancel before we start preparing your order | Full refund | Message or call us with your order number |
| You want to change the delivery date, time or address before the cut-off | We change it at no cost, if the new area and slot are available | The new details |
| Flowers arrive damaged, wilted or clearly not fresh | Free replacement or full refund, your choice | Photos and your order number, as soon as you can |
| Wrong item, or something missing | We deliver the right item or refund the difference or the full order | Photos and your order number |
| Chocolates arrive melted, damaged or past their date | Free replacement or full refund | Photos and your order number |
| We missed the delivery through our own fault | Redelivery or full refund | Just let us know |
| You changed your mind after the flowers were delivered | We cannot take fresh flowers back (see section 4) | Talk to us anyway. We will be fair |
2. Cancelling an order
You can cancel for a full refund until we start preparing your order. Contact us by WhatsApp on +974 6688 9965, phone +974 4466 9255 or email info@theluxflo.com with your order number.
After the cut-off, our florists have usually bought and cut the flowers for your order, and they cannot be used for anyone else. Once preparation has started, tell us what you need and we will explain what we can offer, such as a new delivery date or a partial refund.
Article 57 of Decree-Law No. 16 of 2010 gives online shoppers a right to cancel a distance contract within three days of entering it, as long as the order has not yet been fully delivered and you have not used the goods. If that right applies to your order, we will honour it.
Same-day orders are often prepared within minutes of being placed, so the window to cancel them is short. If you need to cancel a same-day order, message us on WhatsApp straight away.
3. Changing an order
Need a different date, time slot, address or card message? Tell us before the cut-off and we will do our best. Changes after that depend on whether the order has already left with the driver. A new address in a different area may change the delivery charge, and we will tell you before making the change.
4. Why we cannot accept change-of-mind returns on flowers
Once fresh flowers, plants or arrangements are delivered, we cannot resell them or give them to another customer. The same goes for chocolates and other food, for hygiene and safety reasons, and for items made to order or personalised, such as printed balloons or gift boxes with a custom message.
So we do not accept returns of these items simply because you changed your mind. This does not affect your right to a remedy if anything is faulty or not as described. That right is in section 5 and cannot be taken away.
For non-perishable items such as vases sold on their own: contact us and we will tell you whether a return is possible. Items must be unused and in their original condition.
5. If something is wrong with your order
Article 5 of Law No. 8 of 2008 on Consumer Protection says a seller must refund, replace or repair at no cost any product that is defective, does not meet the required standard, or does not match what was agreed. For flowers, a repair rarely makes sense, so we offer a replacement or a refund.
Examples of what counts:
- Flowers that arrive broken, crushed, badly wilted or visibly not fresh.
- A different arrangement from the one you ordered, apart from the natural variations and like-for-like substitutions explained in our Terms and Conditions.
- Missing items, such as a vase, chocolates or a balloon you paid for.
- Chocolates or food that are damaged, melted or past their date.
- A vase or item that arrives chipped or broken.
How to tell us
- Contact us as soon as you can, ideally on the day of delivery. Early reports let us check what went wrong while the flowers are still in the same condition. A later report does not remove your legal rights, but it can make the problem harder to confirm.
- Send clear photos of the flowers or items and the packaging.
- Include your order number.
- Please keep the items until we have replied. We may ask to collect them.
We will reply as soon as we can, normally the same day, and arrange a replacement or refund.
6. Caring for your flowers
Flowers last longer with a little help: trim the stems, use clean water, change it every day or two, and keep them away from direct sun, air conditioning vents and fruit. Flowers that fade after several days of normal life, or that were kept in direct sun or without water, are not a fault. We are still happy to give advice if you are disappointed.
7. Late or failed deliveries
If we deliver late or miss the delivery through our own fault, we will either redeliver or refund you, whichever you prefer.
If a delivery fails because of a wrong address, an unreachable phone number or a recipient who is not available, please see our Delivery Policy for what happens next.
Article 58 of Decree-Law No. 16 of 2010 also lets you end an online contract and get a refund if delivery is delayed by more than 30 days, unless we agreed a different period with you.
8. How refunds are paid
- Refunds go back to the card or payment method you used, through MyFatoorah or Sadad.
- We process approved refunds as soon as we can. Your bank or card provider may take a few more days to show them.
- Your bank may take a few more days to show the money in your account. That part is outside our control.
- We will email you when the refund has been sent.
- If you prefer, we can offer store credit instead. This is only ever your choice.
9. Weddings, events and subscriptions
Event decoration and subscriptions are booked with their own written quote or agreement, which sets out the deposit, cancellation and refund terms. Your legal rights still apply to those bookings.
10. Not happy with our answer?
Please give us the chance to fix it first. If you still feel we have not treated you fairly, you can contact the Ministry of Commerce and Industry (MOCI) consumer protection team on 16001 or through the MOCI app or website (moci.gov.qa).
11. Governing law
This policy is governed by the laws of the State of Qatar, including Law No. 8 of 2008 on Consumer Protection and Decree-Law No. 16 of 2010 on Electronic Commerce and Transactions. Any term here that would reduce your rights under those laws has no effect, as Article 24 of Law No. 8 of 2008 provides.
Contact us
Luxflo Fresh Flowers and Chocolates
Zone 90, Al Wakrah, Street 313, Mesaieed Road, Building No. 251, Room No. 9
P.O. Box 80743, Qatar
Phone: +974 4466 9255
WhatsApp: +974 6688 9965 (services: +974 7401 0051)
Email: info@theluxflo.com