Terms & Conditions

1. About The Stems Flowers

This website is operated by The Stems Flowers in Nairobi, Kenya. Throughout the site, "we", "us" and "our" refer to The Stems Flowers. We provide this website, our information, products and delivery services subject to your acceptance of these Terms and our other policies referenced here (including our Refund Policy and Privacy Policy).

2. Eligibility & Account Details

By using our website or placing an order, you confirm that you are at least 18 years old (or the age of majority in your jurisdiction) and that you have capacity to enter into a binding contract. You agree to provide current, complete and accurate information when creating an order, including your name, phone number, email, delivery address and any recipient details.

3. Use of Our Website

You agree not to use our website or services for any unlawful purpose, to violate any Kenyan law or regulation, or to transmit any malicious code. You may not copy, resell or exploit any part of the Service without our prior written consent. We reserve the right to refuse service or cancel orders where we reasonably suspect fraud, abuse or misuse of the site.

4. Product Information & Availability

We make every effort to display our products and prices accurately. Because flowers and gifts are perishable and seasonal, actual arrangements may vary slightly from the photos shown. Substitutions of flowers, packaging or accessories may be necessary to ensure freshness, quality or timely delivery. All products and prices are subject to change without notice and may be limited by stock or delivery area.

5. Orders, Pricing & Payment

All prices are listed in Kenyan Shillings (KES) and include VAT where applicable. Delivery fees are shown at checkout based on your delivery location. An order is only confirmed once payment has been successfully received via M-Pesa, card, bank, or any other method we may support. We reserve the right to cancel or refuse any order (for example due to stock issues, incorrect pricing, or suspected fraud). If we cancel an order after payment, we will notify you and offer an alternative or a refund in line with our Refund Policy.

6. Delivery & Recipient Information

You are responsible for providing a complete and accurate delivery address, contact phone number and delivery date. We will deliver within the agreed delivery window but cannot guarantee an exact time. If the recipient is unavailable, we may:

• Leave the order with a receptionist, security guard, neighbor or colleague where reasonable;
• Attempt to contact you or the recipient to rearrange delivery; or
• Return the order to our shop for collection where no suitable alternative is available.

Additional delivery attempts or address changes may incur extra charges. We are not responsible for delays caused by incorrect addresses, unreachable phone numbers, severe weather or other events beyond our control.

7. Flowers, Perishables & Alcohol

Our products may include fresh flowers, food items, chocolates, wines and other perishable goods. These should be handled and stored according to our care instructions. Where baskets or hampers include alcoholic beverages, you confirm that you and the recipient are of legal drinking age in Kenya. We reserve the right to refuse delivery of alcohol where proof of age is not available.

8. Cancellations, Returns & Refunds

Because most of our products are made-to-order and perishable, cancellations, returns and refunds are handled strictly in line with our Refund Policy. Please review it carefully before placing an order.

9. Third‑Party Services & Links

Our website may link to third‑party payment providers, maps, social media or other websites. We are not responsible for the content, policies or practices of those third‑party sites. Any use of third‑party services is at your own risk and subject to the terms and policies of those providers.

10. Limitation of Liability

To the fullest extent permitted by Kenyan law, The Stems Flowers and its directors, employees and agents will not be liable for any indirect, incidental, special or consequential loss arising from your use of our website or services, including but not limited to loss of profits, loss of data, or delays in delivery, except where directly caused by our gross negligence or willful misconduct. Our total liability in any claim will be limited to the value of the order in question.

11. Governing Law

These Terms are governed by and construed in accordance with the laws of Kenya. Any disputes arising from or relating to these Terms or your use of our services shall be subject to the exclusive jurisdiction of the Kenyan courts.

12. Changes to These Terms

We may update these Terms from time to time. The latest version will always be available on this page. Your continued use of the website or our services after any changes are posted constitutes your acceptance of the revised Terms.

13. Contact Us

If you have any questions about these Terms & Conditions, please contact us using the details on our Contact page.