REFUND & RETURN POLICY
Last Updated: July 17, 2026 -Effective Date: July 17, 2026
Welcome to Tuliba Clusiana (“Tuliba Clusiana,” “Company,” “we,” “our,” or “us”).
At Tuliba Clusiana, we are committed to delivering luxury floral arrangements, premium gifts, plants, decorative products, and handcrafted creations of exceptional quality and craftsmanship.
Customer satisfaction is one of our highest priorities. This Refund & Return Policy explains the circumstances under which Products may be returned, replaced, exchanged, refunded, or otherwise remedied.
Because many of our Products are handcrafted, customized, personalized, perishable, or prepared specifically for each Order, different rules may apply depending upon the nature of the Product and the stage of Order fulfillment.
This Refund & Return Policy forms an integral part of our:
Terms & Conditions
Cancellation Policy
Shipping & Delivery Policy
Privacy Policy
Cookie Policy
By placing an Order through our Website, you acknowledge that you have read, understood, and agreed to this Refund & Return Policy.
1. Definitions
For the purposes of this Refund & Return Policy:
Customer means any individual or legal entity placing an Order through the Website.
Recipient means the individual designated by the Customer to receive an Order.
Order means any purchase successfully placed through the Website.
Products means flowers, bouquets, floral arrangements, preserved flowers, plants, luxury gifts, decorative products, accessories, and any other items offered by Tuliba Clusiana.
Perishable Products means Products that naturally deteriorate with time, including fresh flowers and botanical materials.
Customized Products means Products created, assembled, engraved, printed, arranged, or otherwise prepared according to the Customer’s specific instructions.
Business Day means any day during which Tuliba Clusiana conducts normal business operations excluding official public holidays within the Arab Republic of Egypt unless otherwise announced.
3.General Policy
Tuliba Clusiana strives to ensure that every Product delivered meets our quality standards.
Where a Product arrives materially damaged, defective, incomplete, or materially different from the confirmed Order due to an error attributable to Tuliba Clusiana, the Customer may be entitled to an appropriate remedy, including a replacement, exchange, store credit, partial refund, or full refund, depending upon the circumstances.
Because many Products are handcrafted, customized, made-to-order, or perishable, not every complaint automatically entitles the Customer to a refund or return.
Each request shall be reviewed individually, fairly, reasonably, and in good faith.
Nothing contained within this Policy limits or excludes any mandatory rights granted under applicable Egyptian law, including the Egyptian Consumer Protection Law No. 181 of 2018.
5.Products Eligible for Refund, Replacement or Exchange
Subject to this Policy and applicable law, Customers may qualify for an appropriate remedy where:
the wrong Product has been delivered;
the Product arrives materially damaged before delivery is completed;
a significant manufacturing or preparation defect exists;
a substantial portion of the Order is missing;
the Product materially differs from the confirmed Order beyond reasonable natural variation;
the Product cannot reasonably serve its intended purpose due to a fault attributable to Tuliba Clusiana; or
Tuliba Clusiana otherwise determines that an appropriate remedy is justified.
The appropriate remedy shall be determined after considering:
the nature of the Product;
the circumstances of the claim;
the supporting evidence;
the extent of the issue;
the applicable law; and
the Customer’s mandatory legal rights.
7.Order Cancellations
Order cancellations are governed primarily by the Tuliba Clusiana Cancellation Policy, which forms an integral part of this Refund & Return Policy.
The Customer’s eligibility for a refund following the cancellation of an Order shall depend upon the stage of Order fulfillment at the time the cancellation request is received.
Where an Order has entered any stage of production, floral arrangement, customization, personalization, quality inspection, luxury packaging, dispatch preparation, or delivery, the Customer’s entitlement to a refund may be limited or unavailable in accordance with the Cancellation Policy and applicable law.
Where Tuliba Clusiana has already incurred reasonable costs directly attributable to the Order, the Company reserves the right, where permitted by applicable law, to deduct such costs before issuing any refund.
For Same-Day Delivery Orders, cancellation requests received after production has commenced or after the Order has been released for delivery will generally not be eligible for a refund, except where:
applicable law requires otherwise;
Tuliba Clusiana is unable to fulfil the Order; or
the cancellation results solely from an error attributable to Tuliba Clusiana.
Nothing in this section limits any mandatory rights granted to Customers under applicable law.
9. Inspection of Claims
Upon receiving a claim, Tuliba Clusiana may conduct a reasonable investigation before determining the appropriate remedy.
The Company may review:
Product photographs;
Videos;
Proof of Delivery;
Delivery records;
Production records;
Inventory records;
Quality Control records;
Communications with the Customer;
Delivery Partner reports; and
Any other relevant evidence.
Every claim shall be assessed fairly, objectively, reasonably, and in good faith.
12. Refund Processing Time
Where a refund has been approved, Tuliba Clusiana will initiate the refund process within a commercially reasonable period.
The time required for the refunded amount to appear in the Customer’s account depends upon:
the payment processor;
the issuing bank;
the Customer’s financial institution; or
other third-party payment providers.
Tuliba Clusiana shall not be responsible for delays occurring after the refund has been successfully initiated.
14.Incorrect Delivery Information
Customers are solely responsible for providing accurate, complete, and up-to-date delivery information.
Tuliba Clusiana shall not be responsible for delays, failed deliveries, additional delivery charges, or unsuccessful delivery attempts resulting from:
incorrect addresses;
incomplete addresses;
incorrect telephone numbers;
inaccurate Recipient details; or
misleading delivery instructions supplied by the Customer.
Where additional delivery costs are incurred due to inaccurate information provided by the Customer, Tuliba Clusiana reserves the right to recover such reasonable additional costs before completing delivery.
16.Refusal to Accept Delivery
Where the Customer or Recipient refuses to accept delivery of a Product that substantially conforms to the confirmed Order, such refusal shall not, by itself, entitle the Customer to a refund, replacement, exchange, or cancellation.
Where applicable, Tuliba Clusiana may, at its sole discretion:
return the Product to its facilities;
arrange a new delivery subject to additional delivery charges;
offer Store Credit as a goodwill gesture; or
decline any further remedy where the refusal is not attributable to Tuliba Clusiana.
Perishable Products that have been refused upon delivery may not be suitable for resale or future delivery. Accordingly, the Customer may remain responsible for the full value of the Order where permitted by applicable law.
18.Market Availability & Product Substitutions
Tuliba Clusiana is committed to delivering every Order as confirmed.
However, due to seasonal availability, import restrictions, supplier shortages, weather conditions, or other circumstances beyond our reasonable control, certain flowers, plants, ribbons, vases, packaging materials, decorative accessories, or luxury gift items may occasionally become unavailable.
Where this occurs, Tuliba Clusiana reserves the right to substitute unavailable components with alternatives that are:
of equal or greater quality;
substantially similar in colour, style, and design;
appropriate for the occasion; and
consistent with the overall luxury presentation of the original Order.
Such substitutions shall not constitute a defect, breach of contract, or grounds for a refund, replacement, exchange, or cancellation, provided that the overall value and premium quality of the Product are maintained.
20.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.
22.Exchange Policy
Where operationally feasible, Tuliba Clusiana may permit the exchange of eligible non-perishable Products.
Exchanges remain subject to:
Product availability;
compliance with this Policy;
inspection of the Product’s condition;
applicable law; and
any additional reasonable conditions communicated to the Customer.
Customized, personalized, handmade, and perishable Products are generally not eligible for exchange unless the exchange results from an error attributable to Tuliba Clusiana or is otherwise required by applicable law.
24.Customer Responsibilities
Customers are expected to:
inspect the Order promptly upon delivery;
follow all care instructions provided;
preserve the Product while any claim is under review where reasonably practicable;
cooperate with reasonable requests for information;
provide truthful, complete, and accurate information;
refrain from intentionally making false, misleading, or fraudulent claims; and
avoid altering, repairing, or disposing of the Product before Tuliba Clusiana has had a reasonable opportunity to investigate the matter.
Failure to comply with these responsibilities may affect Tuliba Clusiana’s ability to investigate or resolve a claim, except where prohibited by applicable law.
26.Fresh Flowers & Other Perishable Products
Many Products offered by Tuliba Clusiana contain fresh flowers and other naturally perishable botanical materials.
Customers acknowledge that fresh flowers are living natural products whose appearance, fragrance, bloom stage, and longevity naturally change over time.
Accordingly:
Natural aging after successful delivery shall not constitute a defect.
Variations in bloom stage, colour tone, fragrance, texture, foliage, stem length, or vase life are normal characteristics of fresh flowers.
The lifespan of fresh flowers depends upon flower variety, environmental conditions, transportation, storage, handling, temperature, humidity, sunlight, watering, and post-delivery care.
Exposure to excessive heat, direct sunlight, air conditioning, inadequate watering, or improper care may significantly reduce the lifespan of fresh flowers.
Accordingly, Tuliba Clusiana cannot guarantee the longevity, vase life, or continued freshness of perishable Products after successful delivery has been completed.
Claims based solely upon the natural aging or deterioration of perishable Products after delivery shall generally not qualify for a refund, replacement, exchange, or cancellation unless otherwise required by applicable law.
28.Gift Orders
Gift Orders are subject to this Refund & Return Policy in the same manner as all other Orders.
Unless otherwise agreed:
Refunds will normally be issued only to the original Customer who placed and paid for the Order.
The Recipient does not automatically acquire the right to request a refund directly from Tuliba Clusiana.
Replacement or exchange requests from a Recipient may be accepted where operationally appropriate and after verification.
Gift messages supplied by Customers shall be reproduced substantially as provided.
Tuliba Clusiana shall not be responsible for spelling, punctuation, grammar, wording, or other content supplied by the Customer.
Where anonymous gift delivery has been requested, Tuliba Clusiana will make commercially reasonable efforts to preserve the Customer’s identity in accordance with its Privacy Policy.
30.Fraud Prevention & Abuse
Tuliba Clusiana is committed to protecting both its Customers and its business against fraudulent, dishonest, abusive, or bad-faith refund requests.
The Company reserves the right to investigate any claim where there are reasonable grounds to believe that:
False or misleading information has been provided;
Evidence has been altered or manipulated;
The Product has been intentionally damaged after delivery;
Multiple unreasonable refund requests have been submitted;
Fraudulent payment activity has occurred;
The Customer has attempted to obtain an unjustified financial benefit; or
Any abuse of this Refund & Return Policy is reasonably suspected.
Where permitted by applicable law, Tuliba Clusiana may refuse claims determined, acting reasonably and in good faith, to be fraudulent, abusive, or dishonest.
Repeated abusive refund requests may also result in Tuliba Clusiana declining future Orders where permitted by applicable law.
Nothing in this section limits any mandatory consumer rights available under applicable law.
32.Force Majeure
Tuliba Clusiana shall not be responsible for delays or inability to provide refunds, replacements, exchanges, deliveries, or other remedies where performance is prevented or materially affected by events beyond its reasonable control, including but not limited to:
Natural disasters;
Floods;
Fires;
Epidemics or pandemics;
Government actions or restrictions;
Armed conflict;
Civil unrest;
Transportation disruptions;
Internet or telecommunications failures;
Power outages;
Payment system failures;
Supply chain interruptions;
Import restrictions; or
Any other event beyond the reasonable control of Tuliba Clusiana.
Where reasonably practicable, Tuliba Clusiana will make commercially reasonable efforts to minimize the effects of such events and may, where appropriate, offer an alternative solution such as rescheduling, replacement, store credit, or another commercially reasonable remedy.
36.Contact Information
If you have any questions regarding this Refund & Return Policy, require assistance with an Order, or wish to submit a refund or replacement request, please contact us using the details below:
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 Refund & Return Policy applies to all Orders placed through the Tuliba Clusiana Website, including but not limited to:
Individual Orders;
Gift Orders;
Corporate Orders;
Wedding Orders;
Event Orders;
Hospitality Orders;
Subscription Orders;
Customized Orders; and
Personalized Orders.
Where a separate written agreement governs a specific Order, that agreement shall prevail to the extent of any inconsistency with this Policy.
4. Goodwill Remedies
Nothing in this Refund & Return Policy prevents Tuliba Clusiana, at its sole discretion, from offering a goodwill refund, replacement, exchange, store credit, discount, complimentary Product, or any other customer service gesture in circumstances where the Customer may not otherwise be legally entitled to such remedy.
Any goodwill remedy shall:
remain entirely voluntary;
not constitute an admission of liability;
not establish any legal precedent;
not create any future obligation; and
not modify this Refund & Return Policy for future Orders.
6. Products Generally Not Eligible for Refund or Return
Unless otherwise required by applicable law, refunds, returns, or exchanges are generally unavailable for:
Fresh flowers that naturally age after successful delivery;
Products damaged after delivery due to improper handling or storage;
Products damaged by the Customer or Recipient;
Customized or personalized Products once production has commenced;
Products refused without a valid reason attributable to Tuliba Clusiana;
Products correctly delivered in accordance with the confirmed Order;
Complaints based solely upon personal taste or preference;
Minor natural variations in flowers or plants; or
Seasonal variations in botanical Products.
Natural variations in bloom stage, fragrance, foliage, size, shape, color tone, texture, or vase life are normal characteristics of natural Products and shall not constitute defects.
Minor artistic variations resulting from the handcrafted nature of certain Products shall likewise not constitute defects.
8.Reporting a Problem
Customers who believe that a Product may qualify for a refund, replacement, exchange, or another appropriate remedy should notify Tuliba Clusiana as soon as reasonably practicable after delivery and before the Product has materially deteriorated through normal use or natural aging, where applicable.
Customers may be requested to provide:
Order Number;
Customer Name;
Contact Information;
Description of the issue;
Clear photographs or videos;
Packaging photographs where relevant; and
Any additional information reasonably required to investigate the claim.
Prompt reporting assists Tuliba Clusiana in conducting a fair and accurate investigation.
10. Photographic Evidence
Because many Products are perishable or handcrafted, Customers may be requested to submit photographs showing the Product immediately after the issue is discovered.
Customers should not intentionally alter, repair, discard, or dispose of the Product until Tuliba Clusiana has completed its preliminary review unless doing so is reasonably necessary for health, hygiene, or safety reasons.
Failure to provide reasonably requested evidence may affect Tuliba Clusiana’s ability to investigate the claim, except where prohibited by applicable law.
11.Refund Methods
Where a refund is approved, Tuliba Clusiana will generally process the refund using the original payment method whenever reasonably practicable.
Depending upon the circumstances, Tuliba Clusiana may instead offer:
Replacement;
Exchange;
Store Credit;
Partial Refund;
Full Refund; or
Another mutually agreed remedy.
Refund processing remains subject to the procedures of banks and payment service providers.
13. Customer Unavailability
Customers are responsible for ensuring that either they or the designated Recipient is available to receive the Order at the agreed delivery location and during the selected delivery window.
Where delivery cannot be completed because the Customer or Recipient is unavailable, Tuliba Clusiana may, at its discretion:
attempt to contact the Customer or Recipient;
arrange an alternative delivery time;
leave the Product with an authorized person where appropriate;
return the Product for redelivery; or
apply additional delivery charges for subsequent delivery attempts.
Where delivery cannot reasonably be completed due solely to the Customer’s or Recipient’s unavailability, such circumstances shall not constitute grounds for a refund, replacement, or exchange.
15. Failed Contact Attempts
Where Tuliba Clusiana is unable to contact the Customer or Recipient using the contact information provided after making commercially reasonable attempts, any resulting delay, failed delivery, deterioration of perishable Products, or additional operational costs shall remain the Customer’s responsibility.
Tuliba Clusiana shall not be liable for any loss arising solely from the Customer’s failure to provide accessible and accurate contact information.
17. Natural Product Variations
Flowers, plants, and botanical materials are natural products.
Accordingly, Customers acknowledge that each Product is inherently unique.
Reasonable variations may occur in:
flower size;
bloom stage;
colour tone;
fragrance;
foliage;
stem length;
texture;
arrangement style; and
overall appearance.
Such natural, seasonal, or handcrafted variations are normal characteristics of luxury floral products and shall not constitute defects or grounds for a refund, replacement, exchange, or cancellation.
Product photographs displayed on the Website are intended to provide a reasonable representation only and should not be interpreted as exact reproductions of every handmade arrangement.
19.Replacement Policy
Where Tuliba Clusiana determines that replacement represents the most appropriate remedy, the Company may provide a replacement Product instead of issuing a refund.
Replacement Products will, where reasonably practicable:
be of equal or greater quality;
preserve the luxury character of the original Order;
closely resemble the original Product;
maintain the overall value of the Order; and
be delivered using the same or a comparable delivery service whenever reasonably practicable.
Acceptance of a replacement Product shall normally constitute full resolution of the relevant claim unless otherwise required by applicable law.
21.Customer Delay During Delivery
Customers and Recipients are expected to cooperate with the delivery process and make reasonable efforts to receive their Orders promptly.
Delivery personnel are not required to wait for extended periods at the delivery location.
If delivery cannot reasonably be completed because of delays caused by the Customer or Recipient, including repeated requests to wait beyond a reasonable period, the delivery may be treated as an unsuccessful delivery attempt.
Any additional delivery attempt may be subject to additional delivery charges.
23.Partial Refunds
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.
25.Customized & Personalized Orders
Customized, personalized, bespoke, or made-to-order Products are individually prepared according to the Customer’s specific instructions.
Accordingly:
Production may require additional preparation time;
Certain design requests remain subject to material availability;
Minor artistic variations may naturally occur; and
Exact duplication of reference images, sketches, or inspiration photographs cannot be guaranteed.
Unless otherwise required by applicable law or expressly agreed in writing, customized or personalized Products are generally not eligible for cancellation, return, exchange, or refund once production has commenced.
27.Customized & Personalized Products
Customized, personalized, engraved, printed, embroidered, bespoke, or made-to-order Products are individually prepared according to the Customer’s specific instructions.
Accordingly:
Production may begin immediately after Order confirmation.
Certain materials may be specially sourced for the Order.
Each handmade Product may contain minor artistic variations reflecting the craftsmanship of its creation.
Exact duplication of inspiration photographs, previous handmade Products, sketches, or reference images cannot be guaranteed.
Once production has commenced, Customized Products generally cannot be cancelled, returned, exchanged, or refunded except where:
required by applicable law;
the Product contains a material manufacturing defect attributable to Tuliba Clusiana;
the Product materially differs from the confirmed customization request due to an error attributable solely to Tuliba Clusiana; or
Tuliba Clusiana expressly agrees otherwise in writing.
29.Corporate, Wedding & Event Orders
Corporate, hospitality, wedding, event, and other large-scale Orders frequently require advance planning, dedicated procurement, custom design work, and the reservation of inventory and production capacity.
Accordingly, such Orders may be governed by separate written agreements addressing:
Deposits;
Cancellation terms;
Payment schedules;
Delivery arrangements;
Product substitutions;
Production timelines; and
Event-specific requirements.
Where a separate written agreement exists, that agreement shall prevail over this Refund & Return Policy to the extent of any inconsistency.
31.Limitation of this Policy
This Refund & Return Policy is intended to establish a fair, transparent, and commercially reasonable framework for resolving refund, replacement, exchange, and return requests.
Nothing contained in this Policy shall:
limit or exclude any mandatory consumer rights;
exclude liability where such exclusion is prohibited by law;
prevent Tuliba Clusiana from offering a more favourable remedy at its sole discretion; or
affect any legal rights that cannot lawfully be waived.
Where applicable law grants Customers greater protection than this Policy, the applicable law shall prevail.
33.Related Policies
This Refund & Return Policy should be read together with our:
Terms & Conditions;
Cancellation Policy;
Shipping & Delivery Policy;
Privacy Policy; and
Cookie Policy.
These policies collectively govern the contractual relationship between the Customer and Tuliba Clusiana and form an integral part of every Order placed through our Website.
34.Language
This Refund & Return Policy may be published in more than one language for the convenience of Customers.
In the event of any inconsistency, ambiguity, conflict, or difference in interpretation between language versions, the English version shall prevail to the fullest extent permitted by applicable law.
35.Your Trust Matters
At Tuliba Clusiana, every floral creation is carefully handcrafted with dedication, artistry, and attention to detail.
We believe that exceptional customer service extends far beyond the moment of purchase. For that reason, every refund, replacement, exchange, or customer inquiry is reviewed individually with fairness, transparency, professionalism, and respect.
Our goal is always to provide practical, balanced, and customer-focused solutions while preserving the premium quality, craftsmanship, and luxury experience that define the Tuliba Clusiana brand.
Wherever reasonably possible, we strive to resolve concerns amicably, promptly, and in a manner that reflects our commitment to excellence.
Tuliba Clusiana is dedicated to delivering not only exceptional floral creations, but also an exceptional customer experience built on trust, integrity, quality, and lasting relationships with every Customer.
37.Related Policies
This Shipping & Delivery Policy should be read together with our:
Terms & Conditions
Privacy Policy
Cookie Policy
Refund & Return Policy
Cancellation Policy
These documents collectively govern your relationship with Tuliba Clusiana and form part of the contractual framework applicable to Orders placed through our Website.
Your Trust Matters
Tuliba Clusiana values the trust our Customers place in us and remains committed to providing a premium delivery experience built on transparency, reliability, exceptional product quality, and outstanding customer service. We continuously strive to ensure that every Order is prepared with care, delivered with professionalism, and handled in a manner that reflects the luxury standards of the Tuliba Clusiana brand.