Cancellation Policy
Last Updated: July 17, 2026 -Effective Date: July 17, 2026
At Tuliba Clusiana, every floral creation is carefully handcrafted using premium flowers, luxury materials, and exceptional attention to detail. Many of our Products are custom-made, personalized, perishable, or specially sourced for each Customer. As a result, cancellation requests cannot always be accommodated once certain stages of fulfilment have commenced.
This Cancellation Policy explains when an Order may be cancelled, how cancellation requests are assessed, the circumstances under which refunds or Store Credit may be available, and the respective rights and responsibilities of both Tuliba Clusiana and its Customers.
By placing an Order through our Website or any authorized sales channel, you acknowledge that you have read, understood, and agreed to this Cancellation Policy.
1. Definitions
For the purposes of this Cancellation Policy:
“Company”, “Tuliba Clusiana”, “we”, “our”, or “us” means Tuliba Clusiana.
“Customer” means the individual or legal entity placing an Order.
“Recipient” means the person designated to receive the Product.
“Order” means any purchase placed through our Website or any authorized sales channel.
“Product” means any bouquet, flower box, floral arrangement, preserved flowers, luxury gift, accessory, packaging, or other item offered by Tuliba Clusiana.
“Customized Product” means any Product manufactured or prepared according to the Customer’s specifications, including personalized messages, branded arrangements, engraved items, bespoke floral designs, or specially sourced Products.
“Production” means the commencement of any activity relating to preparing an Order, including sourcing flowers, purchasing materials, arranging flowers, personalization, assembly, packaging preparation, quality control, or any other fulfilment activity.
“Dispatch” means the point at which an Order leaves Tuliba Clusiana’s control for delivery.
“Store Credit” means a non-cash credit issued by Tuliba Clusiana that may be used toward future purchases, subject to its applicable terms.
4.Payment Confirmation & Production Status
Confirmation of payment does not necessarily indicate that Production has commenced, nor does it guarantee that cancellation remains available.
Tuliba Clusiana determines the actual fulfilment stage using its internal operational records, including but not limited to:
production schedules;
sourcing records;
inventory records;
purchasing records;
quality control records;
production timestamps;
packaging records;
dispatch records; and
other fulfilment documentation.
These records shall be used when determining cancellation eligibility.
6.Customer Responsibility for Accurate Order Information
The Customer is solely responsible for ensuring that all information submitted with an Order is complete, accurate, and up to date.
This includes, without limitation:
Customer name;
Recipient name;
delivery address;
phone numbers;
email address;
requested delivery date and time;
personalized messages;
Product selections; and
any special delivery instructions.
Tuliba Clusiana shall not be responsible for delays, failed deliveries, additional operational costs, or cancellation restrictions resulting from inaccurate or incomplete information supplied by the Customer.
8.Orders Containing Multiple Products
Where an Order contains multiple Products that are at different stages of fulfilment, cancellation eligibility and any applicable refund shall be assessed separately for each individual Product.
Products that have already entered Production may not qualify for cancellation or refund, even if other Products within the same Order remain eligible.
Refunds, where applicable, shall be calculated only in respect of the eligible Products.
9. Cancellation After Packaging
Once an Order has been fully packaged, quality checked, and prepared for Dispatch, substantial operational resources have already been committed.
Accordingly, cancellation requests submitted after packaging has been completed will generally not qualify for a full refund.
Depending on the circumstances, Tuliba Clusiana may, where permitted by applicable law:
decline the cancellation request;
approve a partial refund;
issue Store Credit; or
offer another commercially reasonable solution.
Luxury packaging, gift wrapping, customized accessories, greeting cards, ribbons, branded materials, and other packaging components prepared specifically for the Order may constitute non-recoverable costs.
11. Same-Day Delivery Orders
Orders placed for Same-Day Delivery require immediate operational processing.
Production may begin shortly after payment confirmation.
Accordingly:
cancellation requests received before Production has commenced may be approved;
cancellation requests received after Production has commenced will generally not qualify for a full refund; and
cancellation requests submitted after Dispatch will generally not be accepted.
Because Same-Day Delivery requires immediate sourcing, production, and courier scheduling, cancellation opportunities are significantly more limited than for standard Orders.
12.Peak Seasonal Orders
During periods of exceptionally high demand, including but not limited to:
Valentine’s Day;
Mother’s Day;
Eid celebrations;
Christmas;
New Year’s;
Graduation seasons;
International Women’s Day; or
any other major gifting occasion,
Tuliba Clusiana may begin Production significantly earlier than the scheduled delivery date.
During such periods, different operational procedures and cancellation deadlines may apply.
Customers are encouraged to submit any cancellation request as early as reasonably possible.
16.Funeral Orders
Funeral arrangements require immediate preparation due to their urgent and time-sensitive nature.
Accordingly, Production may begin immediately after Order confirmation.
Once Production has commenced, cancellation will generally not be available unless otherwise required by applicable law.
17.Scheduled Delivery Orders
Selecting a future delivery date does not guarantee that cancellation will remain available until shortly before delivery.
Tuliba Clusiana may begin:
sourcing flowers;
importing Products;
purchasing premium materials;
reserving inventory;
scheduling production; or
commencing Production
days before the scheduled delivery date.
Accordingly, cancellation eligibility shall always depend upon the actual stage of fulfilment rather than the remaining time before delivery.
19.Customer Delay & Rescheduling Requests
Requests to postpone, reschedule, or otherwise modify the delivery time after an Order has entered production, preparation, personalization, packaging, quality control, or dispatch may not always be possible.
Where Tuliba Clusiana agrees to such a request:
additional delivery or operational charges may apply;
delivery may be rescheduled to the next available time slot;
replacement of perishable materials may become necessary; and
the Customer shall bear any reasonable additional costs arising directly from the requested change.
Tuliba Clusiana shall not be responsible for any reduction in freshness, quality, or presentation of perishable Products resulting solely from delays or rescheduling requested by the Customer.
20.Changes to Delivery Address
Customers may request a change to the delivery address before an Order enters the Dispatch stage.
Tuliba Clusiana will make commercially reasonable efforts to accommodate such requests where operationally feasible.
However, address changes cannot be guaranteed where:
Production has commenced;
luxury packaging has been completed;
Dispatch has occurred;
courier routing has been finalized;
the revised address falls outside our delivery area; or
accommodating the request would materially affect operational efficiency.
Where additional operational or delivery costs arise directly from the Customer’s requested address change, Tuliba Clusiana reserves the right to require payment of such reasonable additional costs before implementing the requested change.
22.Rescheduling Requests
Customers may request that an Order be rescheduled to another delivery date.
Tuliba Clusiana will consider such requests where reasonably practicable.
However, because many Products contain fresh flowers, imported flowers, preserved botanicals, handcrafted elements, or specially sourced materials, rescheduling may require:
replacement of floral materials;
additional sourcing;
renewed Production;
revised courier scheduling;
replacement of perishable components; or
additional operational resources.
Accordingly, Tuliba Clusiana reserves the right to:
approve the request;
decline the request;
require payment of reasonable additional costs;
issue Store Credit; or
offer another commercially reasonable solution.
Repeated rescheduling requests that materially affect operational efficiency or Product freshness may be declined.
25.Customer or Recipient Unavailability
The Customer is responsible for ensuring that either the Customer or the designated Recipient is available during the confirmed delivery window.
Where delivery cannot be completed because neither the Customer nor the Recipient is available, Tuliba Clusiana may, where reasonably practicable:
attempt redelivery;
arrange another delivery time;
leave the Order with an authorized individual where appropriate;
return the Order to Tuliba Clusiana; or
apply additional delivery charges for subsequent delivery attempts.
Where delays result solely from Customer or Recipient unavailability, Tuliba Clusiana shall not be responsible for any reduction in freshness, quality, presentation, or lifespan of perishable Products.
27.Orders Returned to Tuliba Clusiana
Where an Order is returned to Tuliba Clusiana due to circumstances attributable to the Customer or Recipient, including:
incorrect delivery information;
refusal of delivery;
repeated failed delivery attempts;
inability to contact the Customer or Recipient;
Customer-requested cancellation after Dispatch; or
Recipient unavailability,
Tuliba Clusiana reserves the right to determine the most appropriate resolution.
Depending upon the condition and nature of the Product, the Company may:
arrange redelivery subject to additional charges;
prepare a replacement Product at the Customer’s expense where necessary;
dispose of perishable Products that are no longer suitable for delivery;
issue Store Credit at its sole discretion; or
decline any refund request where permitted by applicable law.
Perishable or customized Products returned under these circumstances are generally not eligible for resale and shall not create any automatic entitlement to cancellation or refund.
29.Fraud Prevention & Digital Evidence
Tuliba Clusiana is committed to protecting both its Customers and its business against fraudulent or abusive cancellation requests.
The Company reserves the right to investigate any cancellation request where there are reasonable grounds to believe that:
false or misleading information has been provided;
payment fraud has occurred;
supporting evidence has been altered;
delivery was intentionally obstructed;
repeated abusive cancellation requests have been submitted;
the Customer attempted to obtain an unjustified financial benefit; or
any dishonest or unlawful activity is reasonably suspected.
When assessing disputes, cancellations, refunds, chargebacks, or legal claims, Tuliba Clusiana may rely upon any lawful operational evidence, including but not limited to:
production records;
production timestamps;
sourcing records;
inventory records;
quality control records;
packaging records;
photographs;
videos;
CCTV footage where available;
courier logs;
GPS records;
delivery confirmations;
signed acknowledgements;
telephone call records;
WhatsApp communications;
SMS messages;
email communications; and
any other lawful business records maintained in the ordinary course of operations.
Where permitted by applicable law, Tuliba Clusiana reserves the right to refuse cancellation requests, refuse refunds, suspend future Orders, request additional verification, or take any other lawful action necessary to protect the Company and its Customers.
33.Governing Law
This Cancellation Policy shall be governed by and interpreted in accordance with the laws of the Arab Republic of Egypt.
Nothing contained in this Policy shall limit, exclude, or waive any mandatory rights available to consumers under applicable Egyptian law, including the Egyptian Consumer Protection Law No. 181 of 2018, the Personal Data Protection Law No. 151 of 2020, and any other applicable legislation.
Any dispute arising out of or relating to this Cancellation Policy shall, unless otherwise required by applicable law, be subject to the exclusive jurisdiction of the competent courts of the Arab Republic of Egypt.
Before commencing legal proceedings, both parties agree to make commercially reasonable efforts to resolve disputes amicably through good-faith discussions.
35.Contact Information
If you have any questions regarding this Cancellation Policy, wish to request the cancellation of an Order, or require assistance regarding your Order, please contact Tuliba Clusiana through one of our official communication channels.
Tuliba Clusiana
Customer Support Email
info@tulibaclusiana.com
Customer Support Phone
+201140434399
https://www.tulibaclusiana.com
Registered Business Address
To help us process your request efficiently, please include:
Order Number;
Full Name;
Email Address or Phone Number used for the Order;
A brief description of the issue; and
Supporting photographs where applicable.
Our Customer Support Team will make commercially reasonable efforts to respond promptly and resolve every request fairly, professionally, and in accordance with this Policy.
2.Scope
This Cancellation Policy applies to all Orders placed through the Tuliba Clusiana Website and all other authorized sales channels.
This Policy should be read together with our:
Terms & Conditions;
Refund & Return Policy;
Shipping & Delivery Policy;
Privacy Policy; and
Cookie Policy.
Where a separate written agreement governs a specific Order, that agreement shall prevail to the extent of any inconsistency.
3. General Cancellation Policy
Cancellation eligibility depends primarily upon the actual stage of Order fulfilment rather than the remaining time before the scheduled delivery.
Factors considered include, without limitation:
whether Production has commenced;
the nature of the Product;
customization;
sourcing requirements;
imported flowers;
imported materials;
packaging status;
Dispatch status;
operational commitments; and
applicable law.
Submitting a cancellation request does not automatically cancel an Order.
A cancellation becomes effective only after Tuliba Clusiana has expressly confirmed acceptance of the request.
5. Customer Cancellation Before Production
Customers may request cancellation before Production has commenced.
Where Production has not yet begun, Tuliba Clusiana will generally approve the cancellation and issue a full refund, subject to this Policy and applicable law.
Where the cancellation is requested by the Customer, any actual non-refundable payment processing fees charged by third-party payment providers that are not refunded to Tuliba Clusiana may be deducted from the refund where permitted by applicable law.
Cancellation requests must be submitted through Tuliba Clusiana’s official communication channels.
A request shall not be considered received until successfully delivered through those official channels.
7.Customer Cancellation After Production Has Commenced
Once Production has commenced, cancellation eligibility will be assessed individually.
Depending on the stage of fulfilment, Tuliba Clusiana may:
approve cancellation;
decline cancellation;
approve a partial refund;
issue Store Credit; or
offer another commercially reasonable solution.
Where cancellation is approved after Production has commenced, Tuliba Clusiana may deduct reasonable non-recoverable costs already incurred, including:
flowers;
imported flowers;
premium materials;
customized components;
wrapping materials;
luxury packaging;
ribbons;
accessories;
labour;
quality control;
sourcing expenses; and
other operational costs directly attributable to the Order.
10. Cancellation After Dispatch
Once an Order has been dispatched, it has entered the final stage of fulfilment.
Cancellation requests received after Dispatch will generally not be accepted.
Where delivery cannot be completed due to circumstances attributable to the Customer or Recipient, including but not limited to:
incorrect delivery information;
Customer-requested delays;
Recipient unavailability;
refusal to accept delivery;
failure to answer calls or messages; or
inability to access the delivery location,
the Order shall generally not become eligible for cancellation or refund solely because delivery was unsuccessful.
13.Customized & Personalized Products
Customized or personalized Products are specifically prepared according to the Customer’s requirements.
Examples include:
personalized bouquets;
custom flower boxes;
engraved gifts;
printed messages;
bespoke floral designs;
branded corporate gifts;
specially sourced flowers; and
imported Products requested specifically for an Order.
Once Production has commenced, Customized Products will generally not be eligible for cancellation or refund except where required by applicable law or where cancellation results solely from an error attributable to Tuliba Clusiana
15.Corporate, Wedding & Event Orders
Corporate Orders, weddings, private events, exhibitions, hotels, restaurants, and other commercial floral projects frequently require:
advance planning;
supplier commitments;
imported flowers;
dedicated production schedules; and
customized designs.
Such Orders may be governed by separate quotations, contracts, or service agreements.
Deposits paid for these Orders may be non-refundable where stated in the applicable agreement and permitted by applicable law.
18.Personal Circumstances Are Not Grounds for Cancellation
Changes in the Customer’s personal circumstances shall not automatically entitle the Customer to cancel an Order or receive a refund.
Examples include, without limitation:
relationship changes;
engagement or wedding cancellation;
divorce;
change of gifting intentions;
financial difficulties;
change of mind;
duplicate Orders placed by mistake after Production has commenced; or
any other personal circumstance unrelated to Tuliba Clusiana.
Such circumstances shall not constitute valid grounds for cancellation or refund unless otherwise required by applicable law.
21. Changes to Delivery Time
Customers may request changes to their selected delivery time before Dispatch.
Approval of any requested delivery-time change depends upon:
operational capacity;
courier availability;
production status;
Product freshness requirements;
traffic and routing conditions; and
other logistical considerations.
Tuliba Clusiana does not guarantee that every requested delivery-time modification can be accommodated.
Where additional operational expenses arise directly from the requested change, reasonable additional charges may apply where permitted by applicable law.
23.Failed Contact Attempts
Customers are responsible for providing accurate and accessible contact information for both themselves and the Recipient.
Where Tuliba Clusiana is unable to contact either the Customer or Recipient after making commercially reasonable attempts using the contact details provided, any resulting delay, failed delivery, additional operational costs, or deterioration of perishable Products shall remain the Customer’s responsibility.
Reasonable contact attempts may include:
telephone calls;
SMS messages;
WhatsApp messages;
email communications;
Website chat; or
any other official communication channel.
Failure to respond within a commercially reasonable time may affect eligibility for cancellation, refund, replacement, or redelivery.
24.Refusal to Accept Delivery
Delivery charges represent payment for logistics, transportation, courier scheduling, routing, and related delivery services.
Unless otherwise required by applicable law, delivery charges become non-refundable once delivery operations have commenced.
Where additional delivery services become necessary because of circumstances attributable to the Customer or Recipient, Tuliba Clusiana reserves the right to charge reasonable additional delivery or operational fees before providing the requested service.
26.Delivery Charges
Where only part of an Order is affected by a verified issue, Tuliba Clusiana may determine that a partial refund represents the most fair and proportionate remedy.
When calculating a partial refund, Tuliba Clusiana may consider:
the value of the affected Product;
the severity of the issue;
the remaining value successfully delivered;
any replacement already provided; and
the overall circumstances of the claim.
Where appropriate, Tuliba Clusiana may combine a partial refund with:
a replacement Product;
Store Credit;
a discount voucher; or
another mutually agreed remedy.
28.Currency Fluctuation
Where a refund involves currency conversion, international payment cards, or foreign financial institutions, Tuliba Clusiana shall not be responsible for:
exchange-rate fluctuations;
foreign currency conversion differences;
bank conversion fees;
international banking charges; or
any adjustment applied by third-party financial institutions.
Refunds shall generally be processed for the amount approved by Tuliba Clusiana in the original transaction currency.
30.Force Majeure
Tuliba Clusiana shall not be liable for any delay, suspension, modification, or inability to process cancellation requests where such delay or inability results from events beyond its reasonable control.
Such events include, without limitation:
natural disasters;
floods;
fires;
severe weather;
epidemics or pandemics;
government actions;
armed conflict;
civil unrest;
transportation disruptions;
road closures;
supplier failures;
import or export restrictions;
shortages of flowers or premium materials;
internet or telecommunications failures;
power outages;
payment system interruptions; or
any other event beyond Tuliba Clusiana’s reasonable control.
Where reasonably practicable, Tuliba Clusiana will make commercially reasonable efforts to minimize the impact of such events and may offer rescheduling, replacement Products, Store Credit, refunds where appropriate, or another commercially reasonable solution.
31.No Waiver
Failure by Tuliba Clusiana to enforce any provision of this Cancellation Policy on one or more occasions shall not constitute a waiver of its right to enforce that provision or any other provision at any future time.
Any waiver shall be effective only if made expressly in writing by an authorized representative of Tuliba Clusiana.
32.Right to Correct Errors
Tuliba Clusiana reserves the right to correct any clerical, typographical, pricing, technical, administrative, inventory, or operational errors relating to an Order, including errors affecting Product descriptions, availability, pricing, production status, communications, or website content.
Where such an error materially affects an Order, Tuliba Clusiana will notify the Customer as soon as reasonably practicable and, where appropriate, provide the Customer with the opportunity to confirm, modify, or cancel the affected Order in accordance with applicable law.
34.Language
This Cancellation Policy may be made available in multiple languages for the convenience of our Customers.
In the event of any inconsistency, ambiguity, conflict, or difference in interpretation between translated versions of this Cancellation Policy, the English version shall prevail to the fullest extent permitted by applicable law.
Translations are provided solely for convenience and shall not modify, expand, limit, or otherwise affect the legal interpretation or enforceability of this Cancellation Policy.
36.Related Policies
This Cancellation Policy forms an integral part of the contractual relationship between Tuliba Clusiana and its Customers.
Customers are encouraged to read this Cancellation Policy together with our:
Terms & Conditions;
Refund & Return Policy;
Shipping & Delivery Policy;
Privacy Policy; and
Cookie Policy.
These Policies shall be interpreted consistently and collectively to govern all Orders placed through the Tuliba Clusiana Website or any other authorized sales channel.
In the event of any conflict between this Cancellation Policy and a separate written agreement relating to a specific Order, the terms of that written agreement shall prevail to the extent of the inconsistency.
37.Your Trust Matters
At Tuliba Clusiana, every Order represents more than a purchase—it represents a meaningful emotion, an important celebration, a memorable occasion, or a heartfelt expression of appreciation.
Every floral creation is handcrafted with exceptional care using premium flowers, carefully selected materials, and refined presentation standards that reflect the luxury experience our Customers expect.
We understand that unforeseen circumstances may occasionally require an Order to be cancelled. For this reason, every cancellation request is reviewed individually, objectively, professionally, and in good faith, taking into account both the Customer’s legitimate interests and the considerable time, craftsmanship, resources, and operational commitments invested in each Order.
Whenever reasonably possible and consistent with this Cancellation Policy, applicable law, and our operational obligations, Tuliba Clusiana will make commercially reasonable efforts to provide fair, transparent, and practical solutions while preserving the quality, integrity, and premium standards that define our brand.
Our commitment extends beyond creating exceptional floral arrangements. We are dedicated to building lasting relationships with our Customers through trust, transparency, fairness, professionalism, and outstanding customer service.
Thank you for choosing Tuliba Clusiana. We sincerely appreciate your trust and look forward to helping you celebrate life’s most meaningful moments with elegance and excellence.