Refund & Return Policy

1. Our Freshness Guarantee (Flowers)

Flowers are perishable. We source daily at 5AM from Ugandan farms around Lake Victoria and deliver same-day via boda. If your bouquet wilts or is damaged within 24 hours of delivery (with proof of proper care - water changed, out of sun), we will:

• Free replacement - redeliver fresh bouquet same-day in Kampala/Entebbe, OR
• Full refund - 100% refund to your Mobile Money / Card within 24-48 hours

To claim: WhatsApp us within 24hrs on +256 784 767107 with photo of flowers + care. No claim after 24hrs as we cannot verify handling.

2. When You Get Full Refund / Free Redelivery

• Non-delivery: Rider fails to deliver same-day (if ordered before 2PM) - full refund or free next-day delivery
• Wrong bouquet: You received different flowers from what you ordered and approved in WhatsApp photo
• Damaged in transit: Crushed by boda - we replace free
• Recipient not found & not delivered: If we couldn't reach recipient and you didn't authorize leaving it - full refund

3. When Refund Is NOT Possible

Because flowers are perishable and customized:

• Customer gives wrong address / phone number / recipient unavailable after 2 attempts
• Customer cancels after bouquet is already arranged and photo sent on WhatsApp
• Flowers wilted after 48+ hours due to no water / direct sun / heat (we include care card)
• Funeral / Wedding flowers that were already delivered and used for event
• Add-ons like chocolates, teddy, wine once opened cannot be returned for hygiene
• Change of mind after delivery - flowers cannot be resold

4. Cancellations

5. How to Request Refund

WhatsApp us fastest: +256 784 767107 with:

1. Order number (e.g., #1234)
2. Photo of issue (if freshness/wrong bouquet)
3. Your preferred solution: replacement or refund

We respond within 2 hours 8AM-8PM. Refunds to Mobile Money instant, to bank/card 1-3 working days via Flutterwave/Pesapal.

6. Delayed Delivery Compensation

If we deliver late beyond promised window (e.g., birthday missed), we offer: 50% refund or UGX 20,000 voucher for next order. If funeral flowers late, we refund 100% + free apology bouquet.