Same-day delivery in Nairobi — order before 4pm · Next-day delivery to all towns across Kenya · 📞 Call us: 0709 953 400
Same-day delivery in Nairobi — order before 4pm ✦ Next-day delivery to all towns across Kenya ✦ 📞 Call us: 0709 953 400 ✦ Same-day delivery in Nairobi — order before 4pm ✦ Next-day delivery to all towns across Kenya ✦ 📞 Call us: 0709 953 400

Refund policy

Most of what we sell is fresh, perishable or made to order, so there are two routes. Please use the one that fits your situation.

A fully formatted version of this policy is available at purpink.co.ke/pages/orders-and-returns.

Route A — Quality or damage Route B — Return of goods
Applies to Flowers, cakes, chocolates, fruit baskets, personalised items, and anything that arrives damaged or not as described Non-perishable, non-personalised gift items only
Time limit Within 24 hours of delivery Within 7 days of purchase
Outcome Replacement, or refund where replacement is not possible Refund or exchange
How to start Email a photograph to diana@purpink.co.ke Email diana@purpink.co.ke, then return the item

Route A — Quality and damage claims

  • Tell us within 24 hours of delivery. Email a clear photograph of the item as it arrived to diana@purpink.co.ke, quoting your order number.
  • Keep all original packaging — it may be needed for a courier inspection where the damage happened in transit.
  • We assess your claim and give you feedback within 48 hours of receiving your photographs, or of receiving the item back for inspection.
  • Where the claim is upheld we replace the item. Where a replacement is not possible we refund it.

Claims made after 24 hours cannot be assessed reliably for perishable goods and will not normally be accepted.

Route B — Returns

Non-perishable, non-personalised items may be returned within 7 days of purchase. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging, and you must provide a receipt or proof of purchase. Your receipt can be downloaded from the email address used to place the order. After 7 days we cannot offer a refund or exchange.

Items that cannot be returned

Because of their nature, these cannot be returned under Route B. They remain fully covered by Route A if they arrive damaged, defective or not as described:

  • Perishable goods: cakes, flowers, chocolates and other food items
  • Fresh produce, including fruit baskets
  • Intimate and personal-use products: clothing, jewellery, and body products such as lotions and hand creams
  • Personalised gift items
  • Gift cards and downloadable products

Exchanges

We replace items only where they are defective or damaged. Email diana@purpink.co.ke first, then return the item as set out below.

Refunds

  • Once a returned item is received and inspected we email you to confirm receipt and to tell you whether the refund is approved or declined.
  • Approved refunds go back to the payment method you used.
  • Delivery charges are not refundable, and you pay the cost of returning an item. Where a refund is approved under Route B, the return shipping cost is deducted from it.
  • Sale items are not eligible for refund under Route B. Sale items that arrive damaged, defective or not as described are still fully covered under Route A.
Payment method Refund timeline
M-Pesa Within 48 hours
Card, via Paystack 7 to 14 working days — this timeline is set by your bank and the card network, not by us

Late or missing refunds

Check your bank or M-Pesa account again, then contact your bank or Safaricom, as processing times vary before a refund reflects. If you have done all of this and the refund still has not arrived, contact diana@purpink.co.ke.

Gifts

If an item was marked as a gift at purchase and shipped directly to you, you receive a gift credit for its value, issued as a gift card once the item is received. If it was not marked as a gift, or the giver had it shipped to themselves first, any approved refund goes to the original purchaser.

How to return an item

You can return an item in person at any Purpink branch. Branches are open Monday to Saturday 9:00 AM to 7:00 PM, and Sundays 9:00 AM to 4:00 PM:

Branch Address Call or WhatsApp
Karen Total Mytown Mall, Langata Road 0769 860 000
Kilimani Kilimani Road, inside the Quickmart compound 0115 450 450
Lavington Westfield Mall, Gitanga Road 0707 880 880
Westlands Mwanzi Market, Mwanzi Road 0769 500 400
Runda Runda Mall, 1st Floor, Kiambu Road 0711 111 864
Gigiri Total Energies, Limuru Road 0796 852 855

If you are outside Nairobi, returns are accepted only when sent back through Fargo Courier or one of our own riders, to: Purpink Gifts Limited, 24 Omega Business Park, Nairobi. Call 0702 100 100 before sending. Delivery timelines for exchanged products vary by location.

Flowers Gifts Cards Cart