Refund policy

Return and Refund Policy

Last updated: 18/05/2026

At Moments by Santra, we take pride in delivering fresh, high-quality gift boxes across the UAE. Because our products include fresh flowers and perishable cakes, we have specific guidelines for returns and refunds.

Our Commitment

We guarantee that every order arrives fresh, beautifully presented, and on time. If something goes wrong, we're here to make it right.

Products We Deliver

All our products contain fresh, perishable items:

  • Fresh-cut roses and flowers
  • Hand-finished cakes and desserts
  • Premium chocolates and sweets

Due to the perishable nature of these products, we cannot accept returns once an order has been delivered.

When We Offer Refunds or Replacements

We will provide a full refund or free replacement if:

Quality Issues

  • The flowers arrive wilted, damaged, or in poor condition
  • The cake arrives damaged, melted, or inedible
  • Any product arrives spoiled or not fresh
  • The wrong product was delivered

Delivery Issues

  • Your order was not delivered on the date you selected
  • Your order was delivered to the wrong address (due to our error)
  • Your order never arrived and we cannot confirm delivery

Incorrect Orders

  • We delivered the wrong flavor, flower color, or product variant
  • Items are missing from your order

How to Request a Refund or Replacement

If you receive a product that doesn't meet our quality standards, please contact us immediately:

Within 2 hours of delivery:

  • WhatsApp: +971 52 218 9917
  • Email: moments@santra.ae
  • Available 7 days a week, 9 AM to 6 PM UAE time

What we'll need:

  1. Your order number
  2. Clear photos showing the issue
  3. A brief description of the problem

We'll review your request within 2 hours and offer either:

  • A full refund to your original payment method
  • A replacement delivery at no additional cost

When We Cannot Offer Refunds

We cannot provide refunds or replacements for:

Change of Mind

  • You no longer want the product after delivery
  • You ordered the wrong flavor, color, or product
  • You don't like the taste or appearance (unless the product is defective)

Delivery Issues Beyond Our Control

  • No one was available to receive the delivery at the specified address
  • The recipient refused to accept the delivery
  • You provided an incorrect or incomplete delivery address
  • Access to the delivery location was restricted or denied

Natural Product Variation

  • Flowers are natural products and may vary slightly in size, color, or bloom stage
  • Cakes are handmade and may have minor variations from photos
  • These variations do not qualify for refunds unless the quality is significantly compromised

Late Claims

  • Quality issues reported more than 24 hours after delivery
  • We cannot assess product freshness after this time

Cancellations

Before Preparation

If you cancel your order before 9 PM UAE time on the day before your scheduled delivery date, you will receive a full refund.

After Preparation

Once we've begun preparing your order (after 9 PM the day before delivery), we cannot offer refunds, as the flowers have been cut and the cake has been baked specifically for your order.

Delivery Day Cancellations

Orders cannot be cancelled on the scheduled delivery day.

Refund Process

Refund method: All refunds are issued to your original payment method

Refund timeline:

  • Request approved: Within 2-4 hours
  • Refund processed: 1-2 business days
  • Refund appears in your account: 5-10 business days (depending on your bank)

Replacement Policy

If you choose a replacement instead of a refund:

  • We'll prepare a new order at no additional cost
  • Replacement delivery within 24 hours (subject to availability)
  • Same product or equivalent value alternative

Damaged During Delivery

If your order arrives damaged due to delivery handling:

  1. Do not accept the delivery if the damage is visible
  2. Take photos and contact us immediately
  3. We'll arrange a replacement delivery the same day when possible

Contact Us

For any questions about our Return and Refund Policy:

Moments by Santra

  • WhatsApp: +971 52 218 9917
  • Email: moments@santra.ae
  • Hours: 7 days a week, 9 AM to 6 PM UAE time

We're committed to making every moment special. If something isn't right, we'll fix it.