Refunds & Returns

This page explains Kaiflora’s refunds & returns policy: what happens if something is wrong with your order, and how cancellations, order changes, and flower substitutions work. We want every order to arrive exactly as you hoped, and if something isn’t right, we’ll put it right.

If Something Is Wrong With Your Order

If your order arrives damaged, is incorrect, or isn’t what you ordered, contact us on WhatsApp at +27 84 280 9860 or email hello@kaiflora.com.

Fresh flowers change quickly, so please tell us as soon as possible, ideally within an hour of delivery and no later than 24 hours. This lets us assess the problem while the flowers are still fresh. Please include:

• your full name and order number
• the delivery date
• a short description of the problem
• clear photos of the flowers or gift and their packaging

Four (4) Ways We Make It Right

Depending on the problem, we’ll offer one of the following:

1. A replacement delivery, usually the quickest fix
2. A credit voucher, a rand amount to spend with us
3. A discount voucher, a percentage off a future order
4. A refund. For a faulty, damaged, or incorrect order, you can choose a refund instead if you prefer.

To help your flowers last as long as possible after delivery, follow our flower care guide.

Refunds & Returns: Flower Substitutions

Flowers are seasonal, and availability can change from day to day. If a flower, colour or container in your order isn’t available:

• We’ll replace it with flowers or items of similar style, colour and equal or greater value.
• If the substitution would noticeably change the look of the arrangement, for example, a different main flower or colour, we’ll contact you on WhatsApp first.
• Hatbox, vase, and container colours vary with availability. If a particular colour matters to you, WhatsApp us before ordering.

Cancelling Your Order

You can cancel your order within 1 hour of placing it:

• Online: log in to your Kaiflora account and cancel the order.
• By email: send your full name, phone number, order number and reason for cancelling to hello@kaiflora.com.

If you’ve already paid, we’ll refund you in full. Depending on your bank or payment provider, the refund can take 7 to 14 business days to reach your account.

Changing Your Order

You can change your order within 1 hour of placing it through your Kaiflora account or by emailing hello@kaiflora.com. Changes can include the delivery address, delivery date, message, or items.

After the 1-hour window, WhatsApp us on +27 84 280 9860. We’ll always try to accommodate changes but can’t guarantee them once your order is being prepared.

If a change increases your order total, the difference must be paid before we confirm it. If it reduces your total, we’ll refund the difference or give it to you as a credit voucher, whichever you prefer.

Vouchers

Credit vouchers and discount vouchers are valid for 12 months from the date they’re issued. You’ll need a Kaiflora account to use them.

Gifts and Non-Perishable Items

Faulty items: If a non-perishable gift is faulty or damaged, contact us within six months of delivery. We’ll collect it at our cost and repair it, replace it or refund you, whichever you choose. Replacements usually take 7 to 14 business days, depending on our supplier, and we aim to deliver them sooner wherever possible.

Changed your mind: If you bought a non-perishable gift online, you can cancel within 7 days of delivery, provided it’s unused and in its original packaging. You’ll need to cover the cost of returning it, and we’ll refund the purchase price once we receive it.

What We Can’t Accept Back

• Fresh flowers and plants returned because of a change of mind
• Personalised or custom-made items, unless they’re faulty
• Orders that couldn’t be delivered because the recipient details given at checkout were incorrect or incomplete

For delivery times, charges, and the same-day cut-off, see our shipping & delivery page.

Refunds & Returns FAQs

What if my flowers arrive damaged?
WhatsApp us on +27 84 280 9860 as soon as possible, ideally within an hour of delivery and no later than 24 hours, with photos. We’ll arrange a replacement, voucher or refund.

Can I cancel my flower order?
Yes, within 1 hour of placing it. If you’ve already paid, you’ll receive a full refund within 7 to 14 business days, depending on your bank.

Do you substitute flowers?
Only when a flower, colour or container isn’t available. We use items of similar style, colour and equal or greater value, and we’ll contact you first if the look of the arrangement would noticeably change.

How long are vouchers valid?
Credit and discount vouchers are valid for 12 months from the date they’re issued.

Contact Us

WhatsApp: +27 84 280 9860
Email: hello@kaiflora.com

This Refunds & Returns policy doesn’t affect your rights under South Africa’s Consumer Protection Act or Electronic Communications and Transactions Act. For more on your rights as a consumer, visit the National Consumer Commission.

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Last Updated: 08 October 2026