Refund policy

Last updated: September 2026

At The Scenery, each piece is carefully selected and prepared before it reaches you. Due to the handcrafted, fragile and, in some cases, living nature of our products, different return and exchange conditions apply depending on the item purchased.

Pots, Planters & Decorative Pieces

We offer a 7-day exchange period for eligible non-perishable products. You have 7 days from the date you receive your order to request an exchange.

To be eligible for an exchange, the item must:

Be unused and undamaged;
Be in the same condition in which it was received;
Be in its original packaging;
Not have been planted in, installed, altered or modified; and
Be accompanied by the receipt or proof of purchase.

All exchanges must be requested and approved by The Scenery in advance. Items returned without prior approval may not be accepted.

Due to the size, weight and fragile nature of many of our pieces, please do not arrange an independent courier return before contacting us.

For an approved exchange, the customer is responsible for the return transportation cost and any applicable redelivery charges. Original delivery charges are non-refundable.

We do not offer refunds on eligible non-perishable products, except where required under applicable UAE consumer-protection law.

Plants & Flowers

All plants, flowers and other living botanical products are final sale and are not eligible for return, exchange or refund.

Due to their living and perishable nature, natural variations in size, shape, colour, foliage, growth pattern and overall appearance are to be expected and are not considered defects.

Customers are responsible for the appropriate care of plants and flowers following delivery or collection.

If a plant or flower is damaged at the time of delivery, incorrectly supplied or materially different from the product ordered, please contact The Scenery preferably within 24 hours of receipt, together with your order number and clear photographs, so that the issue can be assessed in accordance with applicable UAE consumer-protection requirements.

This policy does not limit any statutory rights that cannot legally be excluded.

Planted Arrangements, Custom & Special Orders

Once a plant has been planted into a pot or a custom arrangement has been prepared specifically for a customer, the completed arrangement is final sale and is not eligible for return, exchange or refund.

Specially sourced, personalised, custom-made or made-to-order products are also final sale once sourcing, production or preparation has commenced.

This does not affect statutory rights relating to products that are genuinely damaged, defective, incorrectly supplied or materially different from what was agreed.

Handcrafted Character

Each piece is individually finished, with subtle variations in carving, tone and texture that form part of its unique handcrafted character.

Variations in colour, texture, surface finish, carving, dimensions and other artisanal characteristics may naturally occur from one piece to another.

These natural variations are not considered defects where they are consistent with the handcrafted nature and description of the product.

Damaged, Defective or Incorrect Items

Please inspect your order promptly upon delivery or collection.

If a pot, planter or decorative piece arrives damaged, defective, incomplete, incorrectly supplied or materially different from what you ordered, please contact us as soon as possible, preferably within 48 hours of receipt.

For plants and flowers, please contact us preferably within 24 hours of receipt where the product was damaged at delivery, incorrectly supplied or materially different from what was ordered.

Please provide:

Your order number;
A description of the issue;
Clear photographs of the product; and
Photographs of the packaging, where applicable.

These notification periods help us investigate delivery-related issues promptly and do not limit any statutory rights available under applicable UAE law.

Where an issue is confirmed, The Scenery will provide an appropriate remedy in accordance with applicable UAE consumer-protection requirements. Depending on the circumstances and applicable legal requirements, this may include replacement, repair, return or refund.

Where a return is required because of a confirmed defect, delivery damage or an error by The Scenery, reasonable return transportation costs will be arranged or borne by The Scenery.

Sale & Promotional Items

Sale and promotional items are final sale and are not eligible for return, exchange or refund.

This does not affect statutory rights relating to products that are damaged, defective, incorrectly supplied or materially non-conforming.

Exchanges

Approved exchanges for eligible pots, planters and decorative pieces are subject to stock availability.

If the replacement product has a higher price, the customer will be required to pay the difference before the exchange is completed.

If the replacement product has a lower price, the difference will be issued as The Scenery store credit.

Any applicable return transportation or redelivery charges will be communicated before the exchange is completed.

Plants, flowers, planted arrangements, custom orders, special orders and sale items are not eligible for exchange.

Refunds

The Scenery does not provide refunds except where required.

Where a refund is the applicable remedy for a confirmed damaged, defective, incorrectly supplied or materially non-conforming product, it will be issued to the original payment method.

Please allow additional processing time for your bank or payment provider to reflect the refund after it has been issued.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at info@thescenery.net.

Where an order has not yet been dispatched, planted, customised, specially sourced or prepared, The Scenery will review the cancellation request.

Once an order has been dispatched or preparation of a planted, custom or special order has commenced, cancellation may no longer be possible and the applicable conditions in this policy will apply.