Refund policy
We have a 3-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at jowakigardens@gmail.com. Please note that returns will need to be sent to the following address: VRF5+28, Ting'ang'a, Kiambu, Kenya.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at jowakigardens@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at jowakigardens@gmail.com.
Last Updated: July 19, 2026
Thank you for shopping at Jowaki Gardens. We take great pride in delivering fresh, beautiful live flowers across Kenya.
Because our products are living, perishable goods with a limited lifespan, our return and refund policy is slightly different from standard e-commerce stores. Please read this policy carefully before placing your order.
1. General Return Policy for Perishable Goods
Due to the delicate and perishable nature of live flowers, we do not accept returns for a refund or exchange once the order has been delivered. You cannot return a flower to us.
We do not offer refunds or replacements for:
· Change of mind or buyer's remorse.
· Natural variations in the flowers (slight differences in color, bloom stage, size, or shape compared to the website photos, as every natural flower is unique).
· Flowers that were left outside in extreme weather (direct harsh sunlight, heavy rain, or extreme cold) after delivery.
· Allergic reactions to pollen or specific flowers.
· The natural wilting of flowers at the end of their natural vase life.
2. Exceptions: When We Will Replace or Refund
We stand behind the quality of our arrangements. We will offer a replacement or a refund only under the following circumstances:
· Damaged Upon Arrival: If the flowers arrive severely damaged, crushed, or dead due to our packaging or delivery fault.
· Wrong Item Delivered: If you receive a completely different flower arrangement or item than what you ordered.
· Non-Delivery: If the order is marked as delivered but you never received it, and our delivery partner cannot locate it.
3. Recipient Unavailable / Delivery Failures
In Kenya, our delivery riders will attempt to contact the recipient via phone call or SMS upon arrival.
· If the recipient is not available, does not answer their phone, or provides an incorrect/undeliverable address, the delivery will be attempted to be rescheduled.
· Please note: If the flowers wilt or die because the recipient was unavailable to receive them, or because they were left outside unattended after the rider arrived, we cannot offer a refund or replacement. It is the customer's responsibility to ensure someone is available to receive the perishable goods.
4. How to Report an Issue
If your order arrives damaged or incorrect, you must report it to us within 24 hours of the confirmed delivery time. Claims made after 24 hours will not be accepted, as we cannot determine if the damage occurred after delivery.
To report an issue, please contact us via [WhatsApp / Email] at (0748118147 / jowakigardens@gmail.com) and provide the following:
1. Your Order Number.
2. The full name and phone number of the recipient.
3. Clear photographic evidence of the damaged or incorrect item. (The photos must clearly show the damage and include the original packaging/delivery note if applicable).
Without photographic evidence, we cannot process a replacement or refund.
5. Resolution Process
Once we receive your claim and photos, our team will review it within 24 hours. If your claim is approved, we will offer you one of the following:
1. Replacement: We will deliver a fresh, identical (or similar, depending on seasonal availability) arrangement to you at no extra cost.
2. Store Credit: We can issue store credit for the full value of the damaged item.
3. Refund: If a replacement or store credit is not possible, we will issue a refund to your original payment method.
6. Refund Processing
If a refund is approved, it will be processed as follows:
1. M-Pesa: Refunds to M-Pesa will be processed within 24 to 48 hours of approval.
2. Credit/Debit Cards: Refunds to cards will be initiated immediately, but it may take 3 to 7 business days for your bank to reflect the funds in your account.
3. Bank Transfer: If paid via direct bank transfer, refunds will be processed within 3 to 5 business days.
Please note: Delivery fees are non-refundable unless the non-delivery was entirely the fault of our delivery team.
7. Contact Us
If you have any questions about this policy or need to report an issue with your order, please reach out to us:
- Email: jowakigardens@gmail.com
- Phone / WhatsApp: 0748118147
- Business Hours: Monday to Saturday, 8:00 AM to 6:00 PM
- Physical Address: VRF5+28 Ting’ang’a, Kiambu, Kenya.