Returns + Exchanges

At Royale Flowers and Gifts, we take pride in delivering beautifully curated floral arrangements and gifts that meet the highest standards of freshness and presentation. We understand that sometimes issues may arise, and we are here to make things right.

1. Perishable Nature of Flowers

Due to the perishable and delicate nature of flowers and plants, we do not accept returns once an order has been delivered and accepted. However, we do offer replacements or partial refunds in certain situations as outlined below.

2. Eligible Complaints for Return or Replacement

We are happy to provide a replacement or compensation under the following conditions:

• The flowers or gifts were damaged during transit

• The product delivered was significantly different from what was ordered

• Items were incomplete or missing (e.g. missing gift item or add-on)

• The order was not delivered due to an error on our part

To qualify for a return or replacement:

• You must notify us within 2 hours of delivery

• You must provide clear photos of the product in question

• The complaint must be reasonable and verified by our team

3. Exchanges

• We do not allow product exchanges once the order has been delivered due to hygiene and handling concerns.

• If you change your mind before dispatch, and we haven’t started preparing your order, we can accommodate changes (e.g. flower types, delivery date).

4. Cancellation and Refunds

• Orders cancelled 24 hours before the scheduled delivery time are eligible for a full refund.

• Cancellations made less than 24 hours before delivery may not qualify for a refund, especially for customized or already-prepared arrangements.

• If we are unable to deliver due to our error or unavoidable circumstances, you may choose between:

  • A full refund

  • A rescheduled delivery

  • A replacement product of equal value

Refunds will be processed within 3–5 business days via your original payment method (e.g. M-PESA, bank transfer).

5. Non-Returnable Items

The following items are non-returnable and non-refundable once delivered:

• Fresh flower bouquets or arrangements

• Customized gift hampers

• Items with personal inscriptions or messages

• Sale items or discounted products

6. Customer Responsibilities

To help us serve you better:

• Please provide accurate recipient details (name, phone, address)

• Make sure someone is available to receive the order

• Inspect the order upon delivery and raise any concerns immediately

7. How to Request a Return, Replacement or Refund

To raise a concern or initiate a return:

• 📱 Contact us on WhatsApp: +254 797 609 645

• 📧 Email: hello@royalegiftsandflowers.co.ke

• Include your order number, name, phone number, and photo evidence if applicable

Our team will respond within a few hours and work to resolve your concern quickly and professionally.

8. Our Promise

At Royale Flowers and Gifts, your satisfaction is our top priority. While we cannot accept returns of perishable items, we’re committed to delivering quality, joy, and trust with every order.

Thank you for choosing us to be part of your special moments.