Refund policy

Return & Refund Policy

Effective Date: October 7, 2026

At Same Day Flowers, we are committed to providing fresh flowers, carefully prepared arrangements, and reliable delivery services in Nairobi, Kenya. Because flowers and certain gift products are perishable and are often prepared specifically for each order, returns are handled differently from ordinary non-perishable products.

We want every customer to be satisfied with their purchase. If there is a problem with your order, please contact us as soon as possible so that we can investigate and resolve the issue fairly.

1. Order Cancellations

You may request cancellation of your order before the order has been prepared or dispatched.

  • Orders cancelled before preparation or dispatch may qualify for a full refund.

  • Once an order has been prepared, customized, or dispatched for delivery, cancellation may no longer be possible because the products may have been prepared specifically for the customer.

  • Same-day delivery orders are processed promptly. Customers should contact us as soon as possible if they wish to cancel an order.

Cancellation requests should include your order number and the telephone number or email address used when placing the order.

2. Damaged, Incorrect or Poor-Quality Orders

If your order arrives damaged, incorrect, or in an unsuitable condition, please contact us within 24 hours of delivery.

Examples of issues that may qualify for a replacement or refund include:

  • Flowers or products damaged during delivery.

  • An order that is materially different from the product purchased.

  • The wrong product being delivered.

  • Flowers arriving in significantly poor or unacceptable condition.

To help us investigate the issue, please provide:

  1. Your order number.

  2. A description of the problem.

  3. Clear photographs of the delivered flowers/product and packaging.

  4. Any other information reasonably required to verify the order.

After reviewing the claim, we may provide an appropriate resolution, which may include:

  • A replacement of the affected product;

  • A partial refund;

  • A full refund; or

  • Store credit.

The resolution will depend on the nature and extent of the problem.

3. Freshness Promise

We take reasonable care to ensure that flowers are fresh and suitable for delivery.

If you believe your flowers arrived significantly damaged, wilted, or otherwise unsuitable, please notify us within 24 hours of delivery and provide clear photographs.

Because flowers are perishable, claims made after the 24-hour reporting period may not be eligible for a refund or replacement.

4. Product Variations and Substitutions

Flowers are natural products and their availability may vary according to season and market supply.

The actual flowers, shades, foliage, packaging, or arrangement may therefore have minor variations from the photographs shown on our website.

Where a particular flower, colour, or component is unavailable, we may substitute it with a similar flower or product of equal or greater value, while making reasonable efforts to maintain the overall appearance, style, colour theme, and value of the arrangement ordered.

Minor variations of this nature do not normally qualify for a refund.

5. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information when placing an order, including:

  • Recipient's name;

  • Correct telephone number;

  • Delivery location/address;

  • Preferred delivery date; and

  • Any relevant delivery instructions.

We are not responsible for failed or delayed delivery resulting from incorrect or incomplete information supplied by the customer.

If the recipient is unavailable, unreachable, refuses the delivery, or the delivery cannot reasonably be completed because of information supplied by the customer, we will contact the customer where reasonably possible to determine the next step.

Additional delivery charges may apply where a new delivery attempt is requested.

6. Delivery Delays

We make reasonable efforts to deliver orders within the delivery timeframe communicated to the customer.

Delivery times may occasionally be affected by circumstances outside our reasonable control, including heavy traffic, severe weather, road closures, public events, security restrictions, or difficulties contacting the recipient.

A delivery delay caused by circumstances beyond our reasonable control does not automatically qualify for a refund.

However, if an order is not delivered because of an error or failure on our part, we will review the circumstances and work with the customer on an appropriate resolution.

7. Returns of Perishable Products

Due to the perishable nature of fresh flowers and certain gift products, we generally do not accept physical returns of flowers after delivery.

If there is a legitimate problem with an order, please contact us within 24 hours of delivery rather than sending the product back.

Where a return is specifically requested by us for a particular non-perishable item, we will provide instructions on how and where the item should be returned.

8. Refunds

If a refund is approved, we will process it using the original payment method used for the purchase, where reasonably possible.

Approved refunds will normally be processed within 5–10 business days after the refund has been approved.

The time it takes for the refunded amount to appear in the customer's account may depend on the customer's bank, card provider, payment provider, or other financial institution.

If a payment provider or bank requires additional processing time, the final posting time may be outside our control.

9. Refund Eligibility

A refund may be considered where:

  • An order is cancelled before preparation or dispatch;

  • We are unable to fulfil a paid order;

  • The wrong product is delivered due to an error on our part;

  • The product is significantly damaged during delivery;

  • The delivered product is materially different from what was ordered; or

  • Another genuine service or product issue is verified by our team.

Refunds are assessed based on the circumstances of each order.

10. Non-Refundable Situations

A refund will generally not be provided where:

  • The customer changes their mind after the order has been prepared or dispatched;

  • The customer provides incorrect or incomplete delivery information;

  • The recipient is unavailable or refuses delivery;

  • The customer does not respond to reasonable attempts to arrange delivery;

  • The product has been accepted and there is no reported quality or order error;

  • The issue is caused by normal, minor variations in flowers, colours, foliage, or packaging;

  • A claim is submitted outside the applicable reporting period without a reasonable explanation; or

  • The issue resulted from circumstances outside our reasonable control.

Nothing in this policy is intended to remove or restrict any rights or remedies that cannot legally be excluded under applicable law.

11. How to Request a Refund or Report a Problem

Please contact us as soon as possible if you have an issue with your order.

When contacting us, provide:

  • Your order number;

  • Customer name;

  • Delivery date;

  • Telephone number or email address used for the order;

  • Description of the issue; and

  • Photographs where the issue involves damaged, incorrect, or poor-quality products.

Contact Details

Same Day Flowers: Kenya House Complex, 5th Floor, Room K26, NAIROBI, KENYA
Phone: +254 701 117 898
Email: samedayflowersnairobi@gmail.com

Customer Service Hours:
Monday – Friday: 8:00 AM – 8:00 PM
Saturday – Sunday: 9:00 AM – 7:00 PM

We aim to review genuine complaints promptly and communicate the available resolution clearly.

12. Policy Changes

We may update this Return & Refund Policy from time to time to reflect changes to our services, products, payment methods, or applicable requirements.

The latest version of this policy will always be published on our website.

Same Day Flowers
Nairobi, Kenya