Refund & Returns Policy

Overview

At Flower Plus Nairobi, we strive to ensure complete satisfaction with every purchase. This Refund and Returns Policy outlines the procedures and conditions for returning products and requesting refunds.

Due to the perishable nature of our products, certain conditions apply to floral returns. Please read this policy carefully before making a purchase.

Return Eligibility

To be eligible for a return, your item must meet the following conditions:

Eligible for Return

• Items returned within 14 days of delivery
• Fresh flowers that are damaged, wilting, or significantly different from what was ordered (reported within 48 hours)
• Non-perishable items (vases, gifts, accessories) in original packaging and unused condition
• Wrong item delivered (reported within 24 hours)
• Defective artificial floral arrangements

Not Eligible for Return

• Custom or personalized floral arrangements
• Fresh flowers after 48 hours of delivery (except for quality issues reported within 48 hours)
• Items damaged due to customer negligence or improper care
• Gift cards and downloadable products
• Items purchased during clearance sales (unless defective)
• Seasonal or holiday arrangements after the occasion date

Return Eligibility Summary

Return Process

Follow these steps to initiate a return:

Return Shipping

Return shipping costs vary depending on the reason for return:

• Our error (wrong item, damaged product): We cover return shipping costs
• Customer preference (change of mind): Customer pays return shipping
• Fresh flowers with quality issues: We arrange pickup at our expense

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

Refund Processing Time

• Credit/Debit Card Refunds: 5-10 business days after return approval
• Mobile Money Refunds (M-Pesa): 1-3 business days after return approval
• Bank Transfer Refunds: 3-7 business days after return approval
• Store Credit: Immediate upon return approval

Partial Refunds

In certain situations, only partial refunds may be granted:

• Item with signs of use or damage not due to our error
• Item missing parts or accessories
• Item not in its original condition
• Item returned after the eligible return window

Special Cases

Events & Occasions

For flowers ordered for specific events (weddings, corporate events, etc.):

1. Notify us of any issues immediately upon delivery
2. We will make every effort to replace or fix the issue before the event
3. Full or partial refunds may be offered if replacement is not possible
4. Event orders canceled less than 72 hours before delivery are subject to a 50% cancellation fee

Late or Missing Deliveries

If your delivery is late or doesn't arrive:

• Contact us immediately if delivery is more than 2 hours late
• We will track your delivery and provide updates
• If delivery fails due to our error, full refund or replacement will be offered
• If delivery fails due to incorrect address provided by customer, reshipping fees may apply

Floral Care & Quality

To ensure the longevity of your flowers and maintain return eligibility:

Proper Care Instructions

• Keep flowers in a cool area away from direct sunlight and heat sources
• Change water every 2 days and trim stems at an angle
• Remove any leaves below the water line to prevent bacterial growth
• Use flower food provided with your arrangement

Quality Guarantee

We guarantee that our flowers will arrive in fresh, premium condition. If you're unsatisfied with the quality:

1. Take clear photos of the issue (including the arrangement and any problematic flowers)
2. Contact us within 48 hours of delivery
3. We may request additional information or photos
4. Based on our assessment, we will offer a partial refund, replacement, or store credit