Refund policy

At Nairobi Flower Delivery, we strive to ensure every order is delivered fresh, beautiful, and on time. Due to the perishable nature of flowers, the following return and refund policy applies:

1. Order Cancellations

  • Orders may be cancelled for a full refund if the cancellation request is made before the flowers have been prepared or dispatched for delivery.
  • Once an order has been prepared or is out for delivery, cancellations may not be eligible for a refund.

2. Damaged or Incorrect Orders

If you receive flowers that are:

  • Damaged during delivery,
  • Significantly different from the product ordered, or
  • Incorrectly delivered,

please contact us within 24 hours of delivery and provide clear photographs of the flowers and packaging. We will review the issue and may offer:

  • A replacement bouquet,
  • Store credit, or
  • A partial or full refund, depending on the circumstances.

3. Freshness Guarantee

Our flowers are carefully selected and arranged to ensure freshness. If you believe your flowers arrived in poor condition, notify us within 24 hours of delivery with supporting photos. Claims submitted after this period may not be eligible for compensation.

4. Non-Refundable Situations

Refunds will not be issued for:

  • Incorrect delivery information provided by the customer.
  • Failed delivery attempts where the recipient is unavailable.
  • Delays caused by circumstances beyond our control, including traffic, weather conditions, or recipient unavailability.
  • Minor variations in flower types, colors, or packaging due to seasonal availability. In such cases, flowers of equal or greater value will be substituted.

5. Refund Processing

Approved refunds will be processed within 5–10 business days through the original payment method used during purchase.

6. Contact Us

For any concerns regarding your order, please contact our customer support team with your order number and details of the issue. We are committed to resolving all genuine concerns promptly and fairly.

Same-day delivery orders are handled with urgency; therefore, once dispatched, they cannot be returned due to the perishable nature of flowers.