Refund policy

Refund, Return & Cancellation Policy

At TNE Gifts we prepare fresh flowers, cakes, balloons and personalised gifts to order, so most of what we make is perishable and created specially for you. For that reason, our products generally cannot be returned once they have been prepared or delivered. This policy explains how we handle problems, cancellations and refunds, so you always know where you stand. All prices are shown in AED and exclude VAT; 5% UAE VAT is added at checkout.

Our freshness commitment
Everything is made fresh, close to your delivery time — cakes are baked, flowers are arranged and gifts are assembled in around 2–4 hours before they reach you. We take real care with every order and want you to be genuinely happy with what arrives. If we have got something wrong, we will always try to put it right.

If something is wrong
If your order arrives damaged, incorrect, or not as described, please contact us within 3 hours of delivery and send a clear photo of the item. This helps us understand what happened and act quickly. Once we have reviewed it, we will arrange either a replacement or a refund. Please keep the item as it was received until we have been in touch.

What can't be returned
Because of the nature of what we sell, the following cannot be returned or refunded (except where the item is damaged, incorrect or not as described):

- Perishable products such as flowers, cakes, balloons, plants and food items, once they have been prepared or delivered.
- Personalised or made-to-order items, once production has started.

Cancellations & changes
If you need to cancel or change an order, please contact us as early as possible and before we begin preparing it. We will always do our best to help. Once an order has been prepared or dispatched, it can no longer be changed or cancelled, as the work is already done and the items are perishable.

Personalised orders
Personalised items are printed or made exactly as you enter your details at checkout, so please check your spelling, names, dates and messages carefully before ordering. Once production of a personalised item has started, it cannot be cancelled, changed or refunded.

Subscriptions
Our gift-box subscriptions are prepaid — you pay once for a set number of weekly or monthly deliveries. There is no auto-renewal and no recurring charge. Because the boxes are perishable and made fresh for each delivery, any changes to an upcoming delivery are handled in line with this policy, so please contact us as early as possible and before a delivery is prepared.

How refunds are issued
Approved refunds are issued to your original payment method, via the original payment provider used at checkout. Delivery charges (Dubai AED 30; Sharjah and Ajman AED 40; Abu Dhabi, Ras Al Khaimah and Umm Al Quwain AED 50; Fujairah AED 60, plus VAT) are refunded only where the whole order is being refunded due to our error. Once a refund is approved we process it promptly, but the time it takes to appear in your account depends on your bank or payment provider.

Your statutory rights
Nothing in this policy affects your statutory rights under UAE consumer protection law. This policy is governed by the laws of the UAE, and the courts of Dubai have exclusive jurisdiction.

Contact
TNE Gifts — Cakes & Flowers Shop, operated by Digitize L.L.C-FZ. Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E. Email info@tnegifts.com · WhatsApp +971 56 343 3621 · Instagram @tnegifts · TikTok @tnegift.