Return Policy | Nectar Flower Shop Flower Delivery Nairobi
Our official Return Policy at Nectar Flower Shop is designed to ensure complete transparency and peace of mind for every customer. Because our specialized local e-commerce store deals exclusively with highly perishable, farm-fresh agricultural items, traditional retail return rules do not apply to our inventory. We understand that celebrating life’s milestones requires absolute perfection, which is why we have established a fair, clear framework for order cancellations, damaged transit items, and unexpected address adjustments. Please review our guidelines below before finalizing your purchase on our website.
Freshness Issues Under Our Return Policy
Fresh flowers are natural agricultural products that require proper hydration and environment to thrive. If you or your recipient are unsatisfied with the physical condition, freshness, or quality of a bouquet upon arrival, please follow our quality review protocol:
The 4-Hour Notification Window: You must notify our customer support desk via WhatsApp (+254 724 906221) or Email (info@nectarflowershop.com) within 4 hours of delivery.
Photographic Evidence: To qualify for an exchange or store credit, you must provide clear, close-up photos of the stems, petals, and overall arrangement.
Our Resolution Pledge: If our design team verifies that the stems were damaged during transit or failed to meet our premium freshness standards, we will immediately arrange a complimentary replacement bouquet or issue a store credit note. We do not offer cash refunds for natural petal variations.
Returns on Cakes, Chocolates, and Custom Gift Hampers
For customer safety, any edible add-ons bundled with your floral orderβincluding fresh-baked celebration cakes (Red Velvet, Chocolate, Fruit), imported Ferrero Rocher chocolates, or custom gourmet gift hampersβare strictly non-returnable and non-refundable once they have left our After 4o Tubman Road Shop.
If a cake or gourmet item arrives physically damaged due to a courier transit mishap, please document the damage immediately with a photo and contact our desk within 4 hours or as soon as you recieve it. We will replace the damaged edible component free of charge.
Delivery Failures and Address Redirection Rules
To maintain absolute transit precision, our local courier fleet operates under strict geographical guidelines. We cannot issue refunds for delivery issues arising from customer error:
| Customer Responsibility | Delivery Outcome | Nectar Flower Shop Protocol |
| Incorrect Phone / Address Pin | Courier cannot locate recipient | Bouquet is returned to Tubman Road; a redelivery fee applies. |
| Recipient Refuses Delivery | Recipient declines to accept | No refund is issued; the order is marked fully fulfilled. |
| Gated Estate Access Denied | Courier turned away at gate | We attempt phone contact; if unsuccessful, item returns to shop. |
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Order Cancellations and Refund Processing Timelines
Because our florists cut fresh stems directly from premium farm boxes to fulfill specific orders, cancellations alter our active workshop inventory.
Cancellations Made 24+ Hours in Advance: If you request a cancellation or structural order change at least 24 hours prior to your scheduled delivery window, you will receive a 100% full refund or store credit.
Cancellations Inside 24 Hours: Orders cancelled within 24 hours of the delivery window are already in active production and are ineligible for a refund or credit.
Processing Speeds: Approved monetary refunds are processed through the original payment method. M-Pesa refunds are typically resolved within 24 hours, while global credit card reversals may take 5 to 10 business days to reflect, depending on your banking institution.
