Terms & Conditions

1. Introduction and Acceptance of Terms

Welcome to our online beauty shop. These Terms and Conditions govern your use of this website (the “Site”) and any purchases made through it. By using this Site and placing an order, you acknowledge that you have read, understood, and agree to be bound by these Terms, which form a valid electronic contract under Kenyan law. If you do not agree to these Terms, please do not use the Site. We may update or change these Terms at any time, and your continued use of the Site after any changes will constitute your acceptance of the new Terms.

2. Eligibility and User Obligations

You must be of legal age (18 years or older) and have the legal capacity to enter into a contract to use this Site and make purchases. By using our Site, you represent and warrant that you meet these eligibility requirements. You agree to:

Provide accurate and complete information when registering or placing orders (e.g. full name, address, contact details, and payment information).
Update your account information promptly if any details change.
Keep your account password and login credentials confidential and secure.
Use the Site only for lawful purposes and in compliance with these Terms and all applicable laws and regulations.
Not engage in any fraudulent or prohibited activities (including hacking, identity theft, or transmitting harmful code) on or through the Site.

Violation of these obligations may lead to cancellation of orders, suspension of your account, and legal action. We comply with Kenya’s Consumer Protection Act, 2012, which requires that customers be treated fairly and that businesses avoid deceptive practices. You agree to comply with all Kenyan consumer protection and e-commerce laws applicable to your use of the Site.

3. Product Information and Availability

We strive to provide clear and accurate information about our products (descriptions, images, ingredients, etc.), including pricing and availability. In line with Kenyan consumer protection requirements, we present complete product details and pricing information on the Site. However, we do not guarantee that all information is error-free or up-to-date at all times. All products are offered subject to availability. In the event that an item you order is out of stock or discontinued, we will notify you promptly and either refund your payment or offer an alternative. Please note:

Product images and descriptions are for illustrative purposes only; actual colors, sizes, and features may vary slightly.
We reserve the right to modify or discontinue any product at any time without prior notice.

By ordering, you confirm that you have read the product descriptions and are satisfied with the information provided. We are not liable for any discrepancies between the product information on the Site and the actual product, except as required by law

4. Pricing and Payment Methods

All prices on the Site are denominated in Kenyan Shillings (KES) and include applicable taxes (such as VAT), unless otherwise indicated. We make every effort to ensure prices are accurate; however, errors may occur. If a pricing error is discovered after an order is placed, we will inform you and allow you to cancel the order or purchase at the correct price.

Payment is due at the time of purchase. We accept the following payment methods:

Credit/Debit Cards (e.g. Visa, MasterCard) processed through secure payment gateways.
Mobile money (e.g. Safaricom M-PESA) using our business Till number.
Any other payment methods clearly listed at checkout (e.g. bank transfers, Cash on Delivery if offered).

You authorize us to charge your chosen payment method for the full order amount (product price, taxes, and any shipping fees). If payment cannot be authorized (for example, due to insufficient funds or fraud detection), we may cancel the order. Payment details and transactions are handled by third-party providers (e.g. payment gateways, banks, or mobile money operators), and we do not retain your full card or account information. All payments are processed securely, and you warrant that the payment information you provide is valid and belongs to you.

5. Order Confirmation and Fulfillment

After you place an order, you will receive an order confirmation by email containing your order details. This confirmation does not signify our acceptance of your order. Acceptance of your order and the formation of a contract between you and us only occur when we send you a shipping confirmation email or otherwise notify you that your order is being fulfilled. Until that point, we reserve the right to decline or cancel any order for any reason (e.g. stock unavailability, pricing error, or suspected fraud), in which case we will refund any payment already made.

We will make reasonable efforts to process and fulfill orders promptly. Shipping and delivery timelines are estimates and commence from the date of fulfillment. We are not liable for delays due to force majeure, courier issues, incorrect address details, or any factors beyond our control. If we cannot fulfill your order, we will notify you and refund any payment received for the affected items within a reasonable time.

6. Shipping and Delivery within Kenya

We deliver purchased items only within the territorial boundaries of Kenya. You must provide a valid delivery address in Kenya. Please ensure that the delivery address is complete (including street, estate, city, and postcode or P.O. Box) and accurate; we are not responsible for delivery failures due to incorrect or insufficient address details.

We use reputable courier or postal services to deliver orders. Delivery fees (if any) and estimated delivery times will be shown at checkout. These times are estimates; actual delivery may take longer due to logistics or remote locations. Once dispatched, you will receive tracking information where available. In line with guidelines set by Kenya’s Communications Authority, courier operators in Kenya are required to implement procedures for package security and tracking. We recommend that you monitor your delivery status using the provided tracking number.

Risk of loss: Title to the goods and risk of loss or damage pass to you when the goods are delivered to the address you provided and you (or a representative) take possession, or if not accepted, when we make a second delivery attempt. If you cannot receive the goods and they are returned to us, you must either arrange a new delivery (and pay any additional fees) or accept a refund (minus any incurred costs).
Delivery failures: If a courier attempts delivery and cannot reach you, they may leave a notice or attempt delivery again. If an item is lost or damaged in transit (through no fault of your own), please notify us immediately so we can arrange a replacement or refund. We will cooperate with the courier to resolve such issues, but we are not liable for delays or failures caused by the courier or incorrect address information provided by you.

7. Return, Exchange, and Refund Policy

We aim for customer satisfaction and comply with Kenyan consumer laws regarding returns and refunds. Please review our return policy carefully:

Inspection: You should inspect your order upon receipt and contact us immediately if the product is defective, damaged, incorrect, or materially different from its description.
Right to Cancel (Cooling-Off Period): Under Kenyan law, you have a statutory right to cancel distance sales (such as online purchases) without reason within five (5) business days after delivery. To exercise this right, you must notify us in writing (email or our returns form) within the cooling-off period. We will then refund the order price (including basic delivery costs, if any) once we receive the goods back in the same condition in which they were sent. You may be responsible for the cost of return shipping, unless the product is defective or incorrect.
Faulty or Incorrect Items: If the item is defective, damaged, or not what you ordered, you may return or exchange it. Contact us within seven (7) days of delivery, and we will provide instructions for return. Returned items must be unused, in original packaging, and with any seals intact (for hygiene reasons, products that have been opened, tried on, or used cannot be returned unless they are proved defective). We will issue a full refund or send a replacement at our expense once the item is received and inspected.
Change of Mind / Hygiene Considerations: For health and hygiene reasons, opened or used beauty products cannot be returned simply because you changed your mind. We therefore do not accept returns or exchanges for non-defective products once the packaging is opened. Please make sure to order the correct items and check descriptions carefully.
Refunds: Refunds will be made to the original payment method within a reasonable time (up to 14 days) after we have received and inspected the returned product. We will notify you once a refund has been processed.

All return/exchange requests must include proof of purchase (order number, receipt, or invoice). If we find an order was incorrectly fulfilled (our error), we will cover the return shipping cost. If the return is your fault (e.g. wrong item ordered), you may be responsible for return postage.

8. Privacy and Data Protection

We are committed to protecting your privacy and handling your personal data in compliance with Kenya’s Data Protection Act, 2019. We collect only the personal information necessary to process orders (such as name, address, contact details, and payment information), and we use it solely for order fulfillment and customer service. We will not sell or rent your personal data to third parties. Personal data may be shared only with service providers directly involved in fulfilling your order (e.g. courier companies, payment processors), and such providers are contractually required to keep your data secure and confidential.

In accordance with the Data Protection Act, we obtain your explicit consent for collecting and processing your personal data. We implement appropriate technical and organizational security measures (such as encryption, secure servers, and access controls) to safeguard your data from unauthorized access, loss, or damage. You have the right to access, correct, or request deletion of your personal data at any time. To exercise these rights, or for any privacy-related questions, contact us at the address below. We retain your personal data only as long as necessary for the purposes it was collected or as required by law.

Our Site may use cookies or similar technologies to enhance user experience (e.g. remembering login or cart details). You may disable cookies in your browser settings, but some features of the Site may not function correctly without them. Our Privacy Policy (linked on the Site) provides more details on data collection, usage, and retention practices. We update our privacy practices and policies as required by law; continued use of the Site after changes signifies your acceptance of the updated policy.

9. Intellectual Property Rights

All content on this Site – including text, images, graphics, logos, icons, audio and video clips, and software – is the property of our company or its content suppliers and is protected by Kenyan and international copyright, trademark, and other intellectual property laws. Any use of our intellectual property not expressly permitted by these Terms is prohibited. Specifically:

The business name, logo, and any product brands are trademarks of our company or our licensors. You may not use, copy, or otherwise reproduce these trademarks without our prior written permission.
You may view and print extracts from the Site for your personal use, but you must retain all copyright and proprietary notices.
Any feedback you provide (suggestions, improvements, etc.) may be used by us without restriction or obligation to you.

We respect the intellectual property rights of others and expect our users to do the same. If you believe any content on the Site infringes your copyrights or trademarks, please notify us immediately so we can investigate and take ap

propriate action.

10. Limitation of Liability

To the fullest extent permitted by Kenyan law, our liability for any damages arising out of or related to these Terms or your use of the Site is limited as follows:

Defective Products: Under the Consumer Protection Act, 2012, we are responsible for ensuring that the products we sell meet safety standards. We will replace or refund any product that is defective or causes harm due to a defect. This remedy is your exclusive remedy for defective products.
General Limitation: Except as required by law, we are not liable for any indirect, incidental, special, or consequential damages (including lost profits, loss of data, or business interruption) arising from your use of the Site or purchase of products. Our maximum aggregate liability for any claim related to the Site or products will not exceed the total amount you paid for the order giving rise to the claim.
Third-Party Conduct: We are not liable for any third-party actions or failures (e.g. courier delays, payment processing errors, or unauthorized access to your account resulting from your negligence).

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law (for example, liability for gross negligence or willful misconduct).

11. Indemnification

You agree to indemnify and hold harmless our company, its owners, officers, employees, and agents from and against all claims, losses, liabilities, costs, and expenses (including legal fees) arising out of or relating to: (a) your use or misuse of the Site or our products; (b) your breach of these Terms or violation of any law or the rights of any third party; and (c) any content or information you submit or transmit through the Site. We reserve the right to assume the exclusive defense and control of any matter for which you are required to indemnify us, and you agree to cooperate with our defense of such claims.

12. Governing Law (Kenya) and Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the Republic of Kenya. Any dispute, claim, or controversy arising out of or relating to these Terms or your use of the Site shall first be attempted to be resolved through good-faith negotiations between you and us. If negotiation fails, the dispute shall be submitted to binding arbitration under the Arbitration Act of Kenya. If for any reason arbitration is not available, you and we agree to submit to the exclusive jurisdiction of the Kenyan courts located in Nairobi for resolution of any legal action or proceeding. You agree that any dispute will be handled on an individual basis, and class action or representative actions are not permitted. The prevailing party in any legal action shall be entitled to recover its reasonable legal costs.

13. Amendments to the Terms

We may amend, modify, or supplement these Terms from time to time (e.g. to reflect changes in the law or our business practices). Any changes will be effective upon posting on the Site with an updated “Last Updated” date. We encourage you to review these Terms periodically. Continued use of the Site after the posting of amended Terms constitutes your acceptance of those changes. If any modification is not acceptable to you, you must cease using the Site and cancel any ongoing orders.

14. Contact Information

If you have any questions, concerns, or feedback about these Terms or our products and services, please contact us:

Email: Glowsoko@hotmail.com
Phone: +254102857963(Customer Care)

Our customer service team is available to assist you with inquiries or dispute resolution. Thank you for shopping with us – we value your trust and strive to provide an excellent experience in compliance with Kenya’s consumer protection and e-commerce laws.

Sources: Kenyan consumer and data protection laws and guidelines were used to ensure compliance and clarity in these Terms.