Terms & Conditions

These Terms & Conditions ("Terms") apply to every order placed with [Business name] ("we", "us", "our") through our website, our app or WhatsApp. By ticking "I agree" and placing an order or creating an account, you ("you", "the customer") accept these Terms. Please read them — they are written in plain English on purpose.

Nothing in these Terms takes away any right you have under Kenyan law, including the Consumer Protection Act, 2012 and the Sale of Goods Act.

1. Who we are

• Business name: [Business name], registered in Kenya (Business Registration No. [BN number])
• KRA PIN: [KRA PIN]
• Address: [Business address], Eastleigh, Nairobi, Kenya
• WhatsApp / phone: +254 792 998 841
• Email: [shop email]

2. Who can buy

You must be 18 years or older, or have permission from a parent or guardian, to place an order or create an account.

3. Products, photos and sizes

• We describe and photograph our abayas, scarves and other items as accurately as we can.
• Colours can look slightly different on different phone and computer screens. A small difference in shade between the photo and the item is not a fault.
• Our abaya sizes (54–62 for adults, 30–52 for children) are lengths in inches. Please check our Size Guide before ordering. Choosing the wrong size is not a fault, but you may use our exchange policy in section 8.
• Fabric details, model height and model size are shown on each product page.

4. Prices

• All prices are set and charged in Kenya Shillings (KES).
• If you are outside Kenya, prices may also be shown in your local currency (for example GBP, EUR or USD). These are estimates only, based on a daily exchange rate. You are always charged in KES, and the final amount in your currency depends on your bank's or M-Pesa's exchange rate and any fees they charge.
• The delivery fee is shown at checkout before you pay.
• Discount codes and bundle savings are applied at checkout and shown in your order total.
• If a price on our website is clearly wrong because of a mistake (for example, KES 40 instead of KES 4,000), we will contact you before sending the order. You can choose to pay the correct price or cancel and receive a full refund of anything you paid.

5. Your order

• After you place an order you receive an order number and a link to track it.
• Your order is accepted when we confirm it (by WhatsApp, SMS or on your order page) or when your M-Pesa payment is received, whichever comes first.
• We may cancel an order before it is dispatched if an item is out of stock, if we cannot reach you to confirm delivery details, or if we reasonably suspect fraud. If we cancel, we refund in full anything you have paid.
• You may cancel an order free of charge before it is dispatched by contacting us on WhatsApp with your order number.

6. Payment

• M-Pesa: at checkout you receive an M-Pesa prompt on your phone. Payment is processed by Safaricom. We never ask for your M-Pesa PIN — do not share it with anyone who claims to be us.
• Pay on delivery: available in Nairobi only. Please have the exact amount ready (cash or M-Pesa) when the rider arrives.
• If an order paid on delivery is refused at the door without a valid reason (for example, the item is not faulty and is what you ordered), we may ask for prepayment on your future orders.

7. Delivery

• Nairobi rider: orders confirmed before 2:00 pm (East Africa Time) are usually delivered the same day; later orders the next day.
• Countrywide courier: usually 1–3 working days after dispatch (Lamu up to 4 days).
• Delivery times are estimates, not guarantees. We are not responsible for delays caused by couriers, weather, road closures, public holidays or other events outside our control, but we will help you follow up.
• Please give a correct phone number and clear delivery address or landmark. If delivery fails because the details are wrong or nobody is available, we may charge the delivery fee again to re-send.
• The item becomes your responsibility once it is handed to you or to the person you named (for gift orders, the recipient).
• Please check your parcel when you receive it and tell us as soon as possible if anything is missing or damaged — and in any case within the time limits in section 8.

8. Exchanges, faulty items and refunds

Exchanges (change of mind or wrong size)

• You may ask for an exchange within 2 days of delivery in Nairobi, or 5 days of delivery outside Nairobi.
• The item must be unworn, unwashed, with tags attached and in its original packaging.
• You pay the delivery cost for the exchange (both ways).
• Exchanges are for another size, colour or item of equal value. If the new item costs more, you pay the difference.
• Change-of-mind returns are exchange only — we do not give cash refunds for change of mind.

Faulty or wrong items

• If an item is faulty (for example, torn, stained or badly stitched when it arrived) or is not what you ordered, tell us within 2 days of delivery in Nairobi or 5 days outside Nairobi, with a photo on WhatsApp.
• We will replace it free of charge, including delivery. If we cannot replace it, we will refund you in full.
• This does not limit your rights under Kenyan law for faulty goods.

Refunds

• Refunds are paid to the M-Pesa number used for payment, usually within 7 working days after we approve them.

9. Gift orders

You may order as a gift for someone in Kenya. You are responsible for giving us the correct recipient name and phone number. Exchanges for gift orders follow section 8 and may be requested by you or the recipient.

10. Discount codes and promotions

• One discount code per order, unless we say otherwise.
• Codes have no cash value, cannot be exchanged for cash, and may have an end date, a minimum spend or a limited number of uses.
• We may end a promotion at any time, but this will not affect orders already placed.

11. Your account

• Accounts are optional — you can always check out as a guest.
• Keep your password private. You are responsible for orders placed from your account unless you tell us it was used without your permission.
• We may suspend an account that is used for fraud, abuse or to break these Terms.
• You can ask us to delete your account at any time (see our Privacy Policy).

12. Reviews

• Only customers with a delivered order can leave a review.
• Reviews must be honest and respectful. We may hide reviews that contain abuse, personal information, spam or content unrelated to the product.
• By posting a review you allow us to show it, with your first name and last initial, on our website and social media.

13. Our content

All photos, videos, text, logos and designs on our website and app belong to us or are used with permission. Please do not copy or use them for commercial purposes without our written permission.

14. Our responsibility to you

• We are responsible for losses you suffer that are a foreseeable result of us breaking these Terms or failing to use reasonable care.
• As far as the law allows, our total responsibility for any order is limited to the amount you paid for that order (including delivery).
• We are not responsible for losses that were not foreseeable, for business losses, or for delays or failures caused by events outside our reasonable control (such as courier failures, network or M-Pesa outages, strikes, floods or government action).
• Nothing in these Terms limits or excludes any responsibility that cannot be limited or excluded under Kenyan law, including your rights under the Consumer Protection Act, 2012 and the Sale of Goods Act.

15. Complaints and disputes

• If you are unhappy, please contact us first on WhatsApp or by email with your order number. We aim to reply within 2 working days and to resolve complaints within 14 days.
• If we cannot agree, either of us may refer the matter to mediation, or to the courts of Kenya.
• These Terms are governed by the laws of Kenya.

16. Changes to these Terms

We may update these Terms from time to time. The version that applies to your order is the one you accepted when you placed it. Each order records the date and the version of the Terms you accepted.

17. Contact us

WhatsApp +254 792 998 841 · [shop email] · [Business address], Eastleigh, Nairobi