Return & Refund Policy

Effective Date: [Insert Date]

At Fresh Flowers Nairobi, customer satisfaction is our top priority. We take great care in preparing and delivering every order. Due to the perishable nature of flowers and fresh products, our return and refund policy is outlined below.

1. Fresh Flower Guarantee

We guarantee that all flowers delivered are fresh and of high quality. If you receive flowers that are damaged, wilted, or significantly different from what you ordered, please contact us within 24 hours of delivery.

To help us resolve the issue quickly, kindly provide:

• Your order number

• A description of the problem

• Clear photos of the flowers or products received

2. Returns

As flowers and other perishable items cannot be resold, we do not accept returns once an order has been delivered.

Non-perishable gift items may only be returned if they are defective or damaged upon delivery.

3. Refunds

Refunds may be issued under the following circumstances:

• The wrong order was delivered.

• The flowers arrived damaged or in poor condition.

• Your order could not be delivered due to an error on our part.

• We are unable to fulfill your order and no suitable replacement is available.

Approved refunds will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider.

4. Replacements

Instead of a refund, we may offer a replacement bouquet or gift of equal or greater value if:

• The flowers were damaged during delivery.

• The incorrect arrangement was delivered.

• The product quality did not meet our standards.

5. Order Cancellations

Orders may be cancelled for a full refund if cancellation is requested at least 24 hours before the scheduled delivery date.

Unfortunately, same-day delivery orders or orders already prepared by our florists cannot be cancelled or refunded.

6. Delivery Issues

Customers are responsible for providing accurate delivery information.

We cannot offer refunds if:

• The recipient is unavailable at the delivery location.

• An incorrect address or phone number was provided.

• Delivery is delayed due to circumstances beyond our control, including traffic, weather, road closures, or other unforeseen events.

If redelivery is required due to incorrect information provided by the customer, an additional delivery fee may apply.

7. Substitutions

Occasionally, certain flowers or gift items may be unavailable due to seasonal or market conditions. In such cases, we reserve the right to substitute them with products of equal or higher value while maintaining the overall style, colour, and quality of the arrangement.

8. Contact Us

If you have any questions regarding this Return & Refund Policy or wish to report an issue with your order, please contact us:

Fresh Flowers Nairobi

Email: nairobifreshflowers@gmail.com

Phone: +254 711671580

Business Hours: Monday – Sunday, 8:00 AM – 8:00 PM