At Emkay Flowers, customer satisfaction is at the heart of what we do. We are committed to delivering fresh, beautiful flowers and gifts that meet your expectations. However, if you’re not completely satisfied with your order, please review our return and refund policy below:

🌸 1. Perishable Nature of Products

Most of our items, especially fresh flowers and floral arrangements, are perishable and made-to-order. As such, returns are generally not accepted unless the product is damaged, incorrect, or significantly different from what was ordered.

🔁 2. Eligible Return & Refund Situations

We offer refunds or replacements under the following circumstances:

  • Damaged or Wilted Flowers: If your flowers arrive in poor condition, please notify us within 6 hours of delivery. Include photos of the item as received.

  • Wrong Item Delivered: If you receive the wrong bouquet, color, or product, we will issue a replacement or a full refund.

  • Non-Delivery: If your order was not delivered due to a mistake on our end, you are entitled to a full refund or redelivery.

  • Late Delivery (Time-sensitive Occasions): If flowers meant for a specific event (e.g., birthday, anniversary) are delivered late due to our error, we may offer a partial refund or store credit.

📸 3. Reporting Issues

To process a return or refund request:

  • Email us at orders@emkayflowers.co.ke or WhatsApp 0729 845 382

  • Provide your order number, delivery address, and clear photos of the product

  • Send your complaint within 6 hours of delivery

💵 4. Refund Process

  • Approved refunds will be processed within 3–5 business days

  • Refunds will be issued via the original payment method (M-Pesa, bank transfer, or credit/debit card)

  • For M-Pesa payments, kindly provide your M-Pesa number for the reversal

⚠️ 5. Non-Refundable Situations

We do not offer refunds or returns in the following cases:

  • Incorrect delivery address or recipient unavailable after multiple attempts

  • Customer changes their mind after delivery

  • Natural variation in flowers (size, color shade, bloom stage)

  • Customized or personalized items (e.g., with names or specific packaging)

📦 6. Gift Items (Non-Perishables)

For non-perishable items such as gift baskets, vases, or accessories:

  • Returns are accepted within 48 hours if unopened and in original condition

  • Return shipping is at the customer’s cost unless the item was defective

✅ Summary

We strive to ensure every delivery from Emkay Flowers brings a smile. If we ever fall short, please give us a chance to make it right.