Terms & Conditions

1.Acceptance of Terms

These Terms & Conditions ("Terms") govern your access to and use of the Pinas Petals and Blooms website, WhatsApp ordering service, and any purchase of flowers, gifts, or related services from us (together, the "Services"). By browsing our website, placing an order, or otherwise using our Services, you agree to be bound by these Terms, our Privacy Policy, and our Cookies Policy. If you do not agree, please do not use our Services.

2.About Us

Pinas Petals and Blooms is a florist studio operating from Warehouse 2 - 3, 12th St, Al Quoz Industrial Area 2, Al Quoz, Dubai, United Arab Emirates. We hand-arrange and deliver bouquets, gifts, and floral décor across Dubai and, where stated at checkout, other Emirates.

3.Eligibility

You must be at least 18 years old, or have the legal capacity to enter into binding contracts under UAE law, to place an order with us. By placing an order, you confirm that the information you provide is accurate and that you have authority to use the payment method provided.

4.Products and Descriptions

We take care to accurately describe and photograph our products, but please note the following:

• Flowers are a natural product. Colour, size, and bloom stage may vary slightly from images due to seasonal availability, screen display settings, and the handmade nature of each arrangement.
• Flowers may be delivered partially in bud form so that they open fully and last longer once received.
• Vases, ribbons, and packaging shown in photographs are for illustrative purposes and may be substituted with items of equivalent style and value.
• Some flowers (for example, lilies) can be toxic to pets. Please advise us at the time of ordering if the recipient has pets so we can suggest a pet-safe alternative.

5.Substitution Policy

Due to seasonal availability, supply conditions, or high demand during peak occasions (such as Valentine's Day, Mother's Day, and Eid), a specific flower variety, colour, or vase may occasionally be unavailable. In such cases, we reserve the right to substitute the item with one of equal or greater value and comparable style, so that the overall look and spirit of the arrangement is preserved. Where time allows, we will attempt to contact you before substituting.

6.Pricing and VAT

All prices displayed on our website are in UAE Dirhams (AED) and are inclusive of 5% Value Added Tax (VAT) in accordance with Federal Decree-Law No. 8 of 2017 on Value Added Tax, unless stated otherwise. Delivery fees, where applicable, are shown separately at checkout. We reserve the right to change prices at any time, but changes will not affect orders already confirmed.

7.Order Acceptance and Payment

An order is only accepted once you receive a confirmation via email, SMS, or WhatsApp from us. We reserve the right to decline or cancel any order — for example, due to product unavailability, a suspected fraudulent transaction, or a pricing error — in which case we will notify you and issue a full refund for any amount already charged.

We accept payment by major credit/debit cards, secure online payment gateways, and cash or card on delivery where offered. All online payments are processed through PCI-DSS compliant, encrypted payment gateways; we do not store your full card details.

8.Delivery

We aim to deliver same-day orders placed before the daily cut-off time shown on our website (currently 1:00 PM Dubai time) and to honour all scheduled delivery dates and time windows selected at checkout.

Delivery windows are estimates. In exceptional circumstances — including traffic conditions, restricted-access buildings, incomplete or incorrect addresses, adverse weather, or events beyond our reasonable control — delivery may be delayed. We will make reasonable efforts to notify you of any significant delay.

• If the recipient is unavailable at the time of delivery, our rider may leave the order with a neighbour, building security, or reception, or attempt redelivery, at our discretion.
• Deliveries to hospitals, hotels, labour accommodations, military zones, and other restricted-access premises are subject to the access rules of that facility, which are outside our control.
• Additional charges may apply for deliveries to remote areas outside our standard delivery zones; these will be disclosed before you complete your order.

9.Cancellations, Amendments, and Returns

Because our products are perishable and made to order, cancellations or amendments (such as changing the delivery date, address, or card message) must be requested at least 24 hours before the scheduled delivery time. We will use reasonable efforts to accommodate later changes but cannot guarantee this.

As fresh flowers and perishable gifts cannot be resold once dispatched, we are unable to accept returns or offer refunds for change of mind. This does not affect your statutory rights under UAE consumer protection law where a product is found to be defective, damaged in transit, or not as described.

10.Freshness Guarantee and Quality Complaints

We stand behind the quality of our arrangements with a 7-day freshness guarantee from the date of delivery, provided the flowers have been cared for as instructed (fresh water, trimmed stems, kept away from direct sun and fruit). If you are not satisfied with the quality of your order, please contact us within 24 hours of delivery with your order number and a clear photograph, and we will offer a replacement, store credit, or refund as appropriate.

11.Custom, Wedding, and Event Orders

Bespoke arrangements, wedding packages, and event décor bookings may require a non-refundable deposit to secure your date and a minimum lead time for planning and sourcing. Final requirements (quantities, colour palette, delivery/setup schedule) must be confirmed by the deadline agreed with our team; changes requested after this deadline may not be possible or may incur additional charges.

12.Promotional Codes and Offers

Promotional and discount codes are valid only for the period and products stated, are limited to one use per customer unless specified otherwise, cannot be combined with other offers unless expressly stated, and are non-transferable and non-redeemable for cash. We reserve the right to withdraw or amend a promotion at any time without notice, except in respect of orders already confirmed.

13.User Conduct

When using our website or ordering channels, you agree not to: provide false or misleading information; use our Services for any unlawful, fraudulent, or abusive purpose; attempt to interfere with the security or proper functioning of our website; or copy, reproduce, or exploit our content or branding without prior written consent.

14.Intellectual Property

All content on our website — including our name, logo, photography, arrangement designs, and text — is the property of Pinas Petals and Blooms or its licensors and is protected under UAE copyright and trademark law. You may not reproduce, distribute, or create derivative works from this content without our prior written permission.

15.Limitation of Liability

To the fullest extent permitted under UAE law, our total liability arising from any order shall not exceed the amount you paid for that order. We are not liable for indirect, incidental, or consequential losses. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under UAE Federal Law No. 15 of 2020 on Consumer Protection or other mandatory applicable law.

16.Indemnity

You agree to indemnify and hold Pinas Petals and Blooms harmless from any claims, damages, or expenses arising from your breach of these Terms, misuse of our Services, or provision of inaccurate delivery or recipient information.

17.Force Majeure

We shall not be held liable for any failure or delay in performance caused by events beyond our reasonable control, including but not limited to extreme weather, natural disasters, strikes, power or network outages, public health emergencies, or government restrictions.

18.Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Dubai, without prejudice to any mandatory consumer protection rights you may have.

19.Changes to These Terms

We may update these Terms from time to time to reflect changes in our Services or in UAE law. The "Effective date" at the top of this page shows when these Terms were last revised. Your continued use of our Services after any update constitutes your acceptance of the revised Terms.

20.Contact Us

If you have any questions about these Terms & Conditions, please contact us at info@pinaspetalsandblooms.com, call +971 55 866 4457, or write to us at Warehouse 2 - 3, 12th St, Al Quoz Industrial Area 2, Al Quoz, Dubai, United Arab Emirates.