Refund policy

We want you to be confident when purchasing from Florence Trading FZCO. This policy explains how returns, replacements and refunds are handled for orders delivered in the UAE. It does not limit any rights available to you under applicable UAE consumer protection law.

Return requests

You may request a return within 14 calendar days after receiving your order. Before sending any item back, contact us at info@florencetrading.me or on WhatsApp at +971 54 582 5704 with your order number and the reason for the request. Returns sent without approval may not be accepted.

Change-of-mind returns

For a change-of-mind return, the product must be unused, unactivated and in the same condition in which it was received. It must include the original packaging, seals, accessories, manuals, gifts and proof of purchase. Serial numbers and labels must be intact and must match our sales records.

Opened or activated electronic devices, software or digital licence products, personalised or specially sourced items, gift cards, and hygiene-sensitive items whose seal has been opened cannot be returned for change of mind. These exclusions do not apply when an item is defective, damaged, incorrect or not as described.

Damaged, defective or incorrect items

Please inspect your order promptly after delivery. If the item is damaged, defective, incorrect or not as described, contact us as soon as possible with your order number, product serial number and clear photos or video where relevant. We will assess the issue and, where applicable, arrange a repair, replacement, return or refund in accordance with the product warranty and UAE consumer protection law.

Florence Trading will cover reasonable return costs when we supplied an incorrect item or when an accepted return concerns a verified defect or delivery damage. For an approved change-of-mind return, the customer is responsible for return delivery costs and the original delivery charge is not refundable.

Inspection and refunds

Returned products are inspected after receipt. If the return is approved, Florence Trading will process the refund to the original payment method within 10 business days. Your bank or payment provider may require additional time to credit the funds. If more than 15 business days have passed since we approved your refund, please contact us.

Exchanges

For a different model, colour or capacity, the fastest option is normally to return the eligible item and place a new order after the return is approved. If an item is defective, we will advise whether repair, replacement or refund is the appropriate remedy.

Return address

Florence Trading FZCO
502, 5th Floor, 8W-A
Dubai Airport Freezone
Dubai, UAE

Contact

Email: info@florencetrading.me
Phone and WhatsApp: +971 54 582 5704