Refund policy

Refund & Return Policy

At Amor, we take great pride in our flowers and confectionery. Because our products are fresh and perishable, our return policy is designed to address issues immediately while maintaining food safety standards.

1. Perishable Goods Policy

Due to the nature of our products (Cakes, Cupcakes, and Fresh Flowers), we do not accept returns. Once a product has been delivered and accepted, it cannot be returned for a refund or exchange due to health, safety, and hygiene reasons.

2. Issues Upon Delivery (The "Inspection" Rule)

We strongly recommend that you or your recipient inspect the item at the moment of delivery.

  • Flowers: If the flowers arrive wilted or damaged, please inform the delivery rider immediately.

  • Cakes/Cupcakes: If the cake is damaged during transit or does not match your order (wrong flavor/design), do not accept the delivery.

  • Reporting Window: Any quality issues must be reported within 2 hours of delivery via phone at +254 718 111444 or email at cakesbyamor@gmail.com. Please provide clear photos of the issue.

3. Eligibility for Refunds or Replacements

Refunds or replacements are only issued at the discretion of Amor management in the following cases:

  • The wrong item was delivered.

  • The item arrived significantly damaged during transit by our riders.

  • The order was not delivered within our promised window (excluding delays caused by incorrect addresses provided by the customer).

4. Non-Refundable Situations

We cannot offer refunds or replacements if:

  • The recipient is not available to receive the delivery.

  • An incorrect delivery address was provided.

  • Damage occurs after delivery (e.g., cake melting due to improper storage in heat).

  • The customer dislikes the flavor or style, provided it matches the product description.

5. Order Cancellations

  • Flowers: Cancellations must be made at least 24 hours before the scheduled delivery date.

  • Cakes: Because cakes are baked to order, cancellations must be made at least 48 hours in advance.

  • Note: Late cancellations will attract a 50% cancellation fee to cover the cost of ingredients and labor.

6. Processing Refunds

If a refund is approved, it will be processed via your original payment method (e.g., M-Pesa or Card) within 3–5 business days