(Version: May 29, 2025)
Introduction
At Luxe Flower, we strive to provide the highest quality floral arrangements and gifts. Customer satisfaction is our top priority. This policy outlines our terms for payments, returns, refunds, and dispute resolution.
1. Perishable Nature of Products & Right of Withdrawal
In accordance with Article 38 § 3 of Moroccan Law No. 31-08 on consumer protection, the right of withdrawal does not apply to goods “likely to deteriorate or expire quickly,” such as fresh flowers and other plant products.
However, each claim will be reviewed on a case-by-case basis to find a fair solution.
2. Damaged Products or Incorrect Orders
If the product received is damaged or does not match your order:
- Contact us within 24 hours of delivery;
- Attach clear photos of the product and include your order number.
After review, we may offer:
- A replacement product;
- A partial or full refund;
- A store credit for a future order.
3. Order Cancellation
| Delivery Type | Deadline to Cancel | Conditions |
|---|---|---|
| Same-day delivery | Not cancellable once confirmed | No refund |
| Next-day or later delivery | ≥ 24 hours before delivery date | Full or partial refund depending on order status |
4. Non-Delivery
- Luxe Flower’s error: full refund or free redelivery.
- Incorrect address or information provided by the customer: we cannot guarantee any refund.
5. Customized Orders
Customized items (messages, tailor-made compositions, engraved gifts, etc.) are non-refundable, unless there is a proven defect or damage upon delivery.
6. Payment Terms
Article – Payment Conditions
Orders placed on luxeflower.ma must be paid exclusively via the secure Payzone platform.
- Payment is required immediately upon ordering.
- No other payment methods (cash, bank transfer, payment on delivery, etc.) are accepted.
- Payment confirmation is necessary to process and deliver the order. If the transaction fails or is refused, the order will be automatically cancelled.
- Luxe Flower reserves the right to suspend or cancel any order in the case of non-payment, suspected fraud, or unauthorized use of the payment system.
7. Refund Request Procedure
Please contact us at luxeflower.ma@gmail.com or call +212 (0)6 89 09 36 56.
Provide the following:
- Order number
- Delivery date
- Reason for the request
- Photos, if necessary
We will respond within 48 business hours with a proposed solution.
8. Company Information
Luxe Flower SARL
Head office: 47, Av. Omar Ibn Al Khattab, Tangier 90000, Morocco
9. Contact Information
📞 Phone: +212 (0)6 89 09 36 56 (Monday to Friday, 9AM–6PM)
📧 Email: luxeflower.ma@gmail.com
🌐 Website: luxeflower.ma
10. Applicable Law & Dispute Resolution
These conditions are governed by Moroccan law.
In the event of a dispute:
- The customer must first contact Luxe Flower’s customer service to seek an amicable solution.
- If no agreement is reached, any dispute concerning the interpretation, performance, or validity of these terms will be submitted to the competent Moroccan court.
11. Policy Updates
Luxe Flower reserves the right to modify this policy at any time. The version in effect is the one published on our website at the time of the order.
Thank you for your trust.
The Luxe Flower team