At GoshenFlower, we take pride in delivering beautiful arrangements and exceptional service. But hey, we know sometimes things don’t go exactly as planned. Here's how we handle refunds, returns, and complaints in a clear, fair, and friendly way.

💌 Submitting a Complaint

To ensure a smooth resolution, please follow these steps:

1. All complaints must be submitted within 24 hours of the order being delivered.
   
2. Email us at support@goshenflowers.ae with your order number and clear details of the issue.
3. Photo Proof:
   
   For quality/freshness issues, photos must be included with the complaint.
   
   Photos submitted after 24 hours will not be accepted.
   
4. Language Note: We won’t respond to messages that include offensive or inappropriate language, or complaints with missing/incorrect order details.
5. Response Time:
   
   You’ll receive an acknowledgment within 24 hours of your email.
   
   We’ll conduct an internal investigation and respond within 10 business days with a fair and reasoned outcome.
   

🌿 What Can Be Returned or Refunded?

We handle complaints based on the issue type:

1. Product Quality or Missing Items

• If your flowers arrived wilted or damaged, we’ll send a free replacement. Just send photos within 24 hours of delivery.
  
• We’ll deliver the missing component at no extra charge (excluding freebies like notes or cards).
  
• (like cakes, balloons, etc.) of poor quality will also be replaced at no charge.
  
• If substitutions were made according to our replacement policy, the order is considered properly fulfilled.
  

2. Service-Related Issues

• While we try our best, photos of the recipient at the time of delivery are not guaranteed.
  
• Delivery of SMS and email notifications cannot be guaranteed due to reasons like full inboxes, incorrect contact info, or provider issues.
  

🔁 Refund Process

If your complaint qualifies for a refund, here’s how it works:

• Refunds are initiated on the next banking day after approval.
  
• If you paid online, the refund will be returned to your original card within 30 days, depending on your bank.
  
• If you provided incorrect refund details but we can show proof of transfer, the refund is still considered processed.
  

⚠️ Force Majeure

We’re not responsible for delays or non-fulfillment due to events beyond our control, such as natural disasters, serious technical failures, or other unexpected situations.

📝 Final Notes

Complaints will be paused if:

• The customer uses offensive language,
• There’s no response from the customer within 10 days, or
• Required photos are not submitted on time.

We cannot accept complaints about product freshness after 48 hours of delivery due to lack of control over storage conditions

Free services (like notes) are not eligible for redelivery or replacement.

Need help or got questions? Drop us an email anytime at support@goshenflowers.ae. We’re always here to make your moments bloom beautifully! 💖