Terms & Conditions
Last updated: 21 October 2026 — TerryWin Flowers, Cianda House, Koinange St, Nairobi.
1. Who we are
TerryWin Flowers ("we", "us") is a florist studio based at Cianda House, Koinange St, Nairobi, Nairobi, Kenya. Contact: +254 717 864 459, sales@terrywinflowers.com. By ordering on this website, by phone or WhatsApp, you agree to these Terms, our Privacy Policy and our Delivery Information.
2. Products & freshness
Flowers are natural and seasonal. We select fresh stock daily and hand-arrange every bouquet. Photos are indicative — we may substitute a bloom of equal value and style where a variety is unavailable, and will always protect the overall look, colour palette and value of your order. Custom / wedding work is confirmed by written quote before production.
3. Prices & payment
All prices are in Kenya Shillings (KES) inclusive of VAT where applicable. Online payment is not currently available. Contact us before ordering to confirm the available payment method; orders are confirmed once payment is received. We will never ask for your M-Pesa PIN.
4. Same-day delivery & cutoff
Order before 2pm for same-day delivery for Westlands, Kilimani, Karen, Lavington, Parklands, CBD and surrounding Nairobi areas (see Delivery Information). Orders after cutoff, or for areas outside our route, are delivered next day or by agreed appointment. Delivery times are estimates; traffic, weather, wrong address or unreachable recipient may delay delivery — we will contact you promptly.
5. Your details at checkout
Give an accurate recipient name, phone, address / landmark and delivery instructions plus your message-card note. We are not liable for failed delivery caused by wrong details, gated premises we cannot access, or a recipient who refuses / is absent — redelivery may attract a fee.
6. Perishable goods — refunds & replacements
Under the Consumer Protection Act 2012, perishable flowers cannot be returned for change of mind. If flowers arrive damaged, wilted, wrong or incomplete, tell us within 24 hours with photos via +254 717 864 459 / WhatsApp and we will offer a replacement, redelivery or fair remedy. Refunds, where agreed, go back to the original payment method within 7–14 working days (M-Pesa reversals follow Safaricom timelines).
7. Cancellations
Cancel free of charge before we start arranging (generally within 2 hours of ordering and before dispatch). Once arranged or dispatched, orders cannot be cancelled because flowers are perishable and made to order. Wedding / event deposits follow your written quote.
8. Fair use & liability
Do not misuse this site. To the extent allowed by Kenyan law, our liability for any order is limited to the price paid for that order. Nothing limits rights you have under the Consumer Protection Act 2012.
9. Governing law & complaints
These Terms are governed by the laws of Kenya. Talk to us first — +254 717 864 459 / sales@terrywinflowers.com. Unresolved consumer complaints may go to the Competition Authority of Kenya; data complaints to the Office of the Data Protection Commissioner (ODPC).