Returns, Refunds & Exchange Policy
Returns, Refunds & Exchange Policy
Le Laro FZ LLC
Effective Date: [May 2025]
At Le Laro, customer satisfaction is at the heart of everything we do. We comply fully with the UAE Consumer Protection Law, which protects the rights of all consumers in the country. This policy outlines your rights and responsibilities as a customer and how we handle returns, refunds, exchanges, and cancellations.
1. Legal Compliance
This policy is governed by:
Federal Law No. 15 of 2020 on Consumer Protection
Cabinet Resolution No. 66 of 2023 on the Executive Regulations
Guidelines from the UAE Ministry of Economy and Department of Economic Development (DED)
We uphold all applicable rights to refunds, replacements, and returns as prescribed under UAE law.
2. Nature of Products
As a provider of fresh, perishable goods, including cut flowers, bouquets, and floral arrangements, we follow special conditions for returns and refunds as permitted by Article 10 of the Executive Regulations concerning perishable goods.
3. Return & Exchange Policy
We offer returns, replacements, or exchanges under the following conditions:
a. Damaged, Defective, or Incorrect Products
The product arrives damaged, wilted, or not as described.
An incorrect item was delivered due to our error.
What you must do:
Notify us within 2 hours of receiving the order.
Provide photo or video evidence of the product.
Keep the item in its original condition and packaging (if applicable).
We will replace the item free of charge or offer a refund if replacement is not possible.
b. Exchange Requests (Non-defective products)
Due to the perishable nature of our products, non-defective products are not eligible for exchange unless we approve it as a goodwill gesture.
⚠️ Flowers that wilt naturally over time or are mishandled after delivery are not considered defective.
4. Refund Policy
a. Refund Eligibility
Refunds will be processed under the following conditions:
Non-delivery of the product due to our error.
Cancellation of your order before it is prepared.
Failure to deliver within the agreed delivery timeframe without justifiable cause.
Delivery of expired, significantly damaged, or spoiled flowers (within the reporting window).
b. Refund Method & Timeline
Refunds will be issued to the original payment method (credit/debit card, wallet, etc.).
Processing time is typically 7–10 business days, depending on your bank or payment provider.
You will be notified via email or SMS once the refund is initiated.
5. Cancellation Policy
a. Before Order Preparation
Orders may be cancelled up to 24 hours before the scheduled delivery time for a full refund.
b. After Preparation Has Started
If the order is already in preparation or transit, cancellation is not possible due to the perishable nature of our products.
c. Special Cases
If you need to cancel urgently, contact our support team. We may issue a partial refund at our discretion.
6. Non-Refundable Items (As Permitted by UAE Law)
In line with UAE consumer laws on exceptions, the following items are non-returnable and non-refundable:
Custom or personalized floral arrangements
Products that have been tampered with after delivery
Add-ons like chocolates, balloons, and cards (unless defective)
Gift cards and digital vouchers
7. Customer Rights Under UAE Law
As a customer, you are entitled to:
Clear and accurate information about products and prices
Compensation or refunds in case of defective products
Return or replacement of non-compliant goods
Protection from unfair commercial practices
For full rights, refer to Article 4 of Federal Law No. 15 of 2020.
8. Dispute Resolution
We aim to resolve any issue quickly and fairly. In case of unresolved complaints:
Contact our customer support first.
If not satisfied, you may raise a complaint to:
Ministry of Economy – Consumer Protection Department
Website: www.consumerrights.ae
Phone: 600 522 225
9. How to Initiate a Return or Complaint
To file a return, refund, or complaint:
Le Laro – Customer Support
📧 Email: [Insert Support Email]
📞 Phone/WhatsApp: [Insert UAE Number]
🕒 Support Hours: 9:00 AM – 9:00 PM (Sunday – Friday)
Please provide:
Order number
Reason for return/refund
Photos or videos (if applicable)
Date and time of delivery
10. Force Majeure
Le Laro shall not be liable for any failure or delay in performance caused by circumstances beyond our control, including but not limited to acts of God, weather disruptions, government actions, or civil unrest.
11. Policy Updates
We may revise this policy from time to time in accordance with changes in laws or business practices. Updates will be posted on our website with the effective date.
Thank you for choosing Le Laro. We’re committed to ethical practices, compliance, and ensuring a delightful experience for every customer in the UAE.