Return & Refund Policy

At Faseela Flowers and Plants, we take great care in selecting, sourcing, and packaging every item to make sure it reaches you in the best possible condition. Our refund and return terms differ by product type — please read the section that applies to your order.

Live Plants

Because we sell living things, all plant sales are final and we cannot accept returns or exchanges — unless your plant qualifies under our Dead on Arrival policy below.

Dead or Damaged on Arrival (DOA)

If your plant arrives dead or severely damaged in transit, we will offer a full refund or replacement, subject to availability. To qualify, you must:

  • Contact us within 24 hours of delivery.
  • Provide video evidence clearly showing the condition of the plant on arrival, including the packaging.

Send your video and order details by email or WhatsApp. We'll review your claim and respond as quickly as possible.

What we don't cover

  • Natural leaf loss, minor cosmetic imperfections, or transit stress the plant can recover from.
  • Damage caused after delivery due to incorrect care, repotting, or environmental conditions.
  • Claims made after the 24-hour reporting window.
  • Claims submitted without video evidence.

Seeds

All seed sales are final. Germination depends on too many variables outside our control — including sowing method, growing medium, temperature, humidity, timing, and grower experience — so we're unable to guarantee results or offer refunds once seeds have been dispatched. We source only from reputable suppliers we've personally tested and do our best to send you fresh, viable seed.

Bulbs & Corms

If your bulbs or corms arrive damaged, rotten, or otherwise unusable, we will offer a full refund or replacement. To qualify, you must:

  • Contact us within 24 hours of delivery.
  • Provide clear photo or video evidence of the condition on arrival, including the packaging.

Equipment & Substrate

Unopened, unused equipment and substrate may be returned within 14 days of delivery for a full refund. To qualify:

  • The item must be in its original, sealed packaging and in resalable condition.
  • Contact us within 14 days of delivery to arrange the return.
  • Return shipping is the customer's responsibility unless the item was damaged or defective on arrival.

If your equipment or substrate arrives damaged or defective, contact us within 48 hours with photo or video evidence and we'll arrange a replacement or refund.

Cancellations

If you need to cancel an order, please contact us as soon as possible. We can only cancel orders that have not yet been shipped.

Contact us

If you have any questions or concerns about your order, please reach out by email, WhatsApp, or Instagram @faseela.ae — we're always happy to help.