Terms of Service

1. Overview

This website is operated by Skincare by Sandra ("we", "us", "our"). By visiting our website, placing an order online, via WhatsApp or in our shop, you agree to be bound by these Terms of Service. If you do not agree with any part of these terms, please do not use our website or services. We may refuse service to anyone, for any lawful reason, at any time.

2. Eligibility

By placing an order you confirm that you are at least 18 years of age, or that you have the consent of a parent or guardian, and that the information you provide is accurate and complete. You are responsible for keeping your contact details up to date so we can reach you about your order.

3. Products & services

• All products are subject to availability. We reserve the right to limit quantities, discontinue any product, or refuse an order at our discretion.
• We make every effort to display product colours and images accurately, but we cannot guarantee that your screen's display reflects the actual product exactly.
• Products are intended for personal cosmetic use only and are not intended to diagnose, treat, cure or prevent any disease or medical condition.

4. Prices & payment

• All prices are in Kenyan Shillings (KSH) and may change at any time without notice. The price confirmed at the time of your order is the price you pay.
• Website & WhatsApp orders are prepaid: after you place an order we confirm it via WhatsApp or phone and send you our M-Pesa payment details. Your order is processed and dispatched only after full payment has been received.
• In-shop purchases are paid via M-Pesa at the till.
• An unpaid order is not a binding reservation. If payment is not received within 48 hours of confirmation, we may cancel the order and return the products to stock.

5. Orders & delivery

• An order placed on this website is a request to purchase. A binding agreement exists only once we have confirmed your order and received your payment.
• We deliver across Kenya from Mombasa. Shipping rates at checkout: Mombasa & surroundings KSH 300 (1–2 days), rest of Kenya KSH 650 (3–7 days). Pickup in our shop is free. Orders above KSH 6,000 ship free. Delivery times are estimates, not guarantees.
• Risk in the products passes to you upon delivery. Please inspect your products at the moment of delivery and report any damage or incorrect items immediately (see section 7).
• If a delivery fails because the address or phone number you provided was incorrect, or you were unreachable, any re-delivery costs are at your expense.

6. Cancellations & order changes

• You may cancel or change your order free of charge before payment — just message us on WhatsApp.
• After payment, an order can only be cancelled or changed if it has not yet been dispatched. Approved cancellations are refunded via M-Pesa.
• Once an order has been dispatched it can no longer be cancelled.

7. Returns & refunds

• For hygiene and safety reasons cosmetics cannot be returned once sold. Change of mind, wrong shade choice, or skin reactions are not grounds for a return.
• Damaged or wrong products: report this to us via WhatsApp within 24 hours of delivery, including clear photos of the product and packaging. Verified claims are resolved with a replacement or a full M-Pesa refund, including any delivery costs — your choice.
• Products that have been opened, used, or are without their original packaging cannot be claimed as damaged on arrival.

8. Product use & your responsibility

Always read the label and ingredient list before use. Cosmetics can cause reactions in rare cases — if you have sensitive skin or allergies, do a patch test first and discontinue use if irritation occurs. If you are unsure whether a product suits you, ask us before ordering. We are a retailer and do not provide medical advice; consult a qualified professional for skin conditions.

9. Personal information

Your personal information is handled in accordance with our Privacy Policy and the Data Protection Act, 2019 (Kenya).

10. Reviews, comments & submissions

If you send us reviews, photos, suggestions or other materials (for example for use on our website or social media), you grant us a non-exclusive, royalty-free right to use, edit and publish them. We may remove content that is unlawful, offensive or infringes the rights of others. You remain responsible for the accuracy of anything you submit.

11. Errors, inaccuracies & omissions

Occasionally there may be information on our website that contains typographical errors, inaccuracies or omissions — including pricing, product descriptions and availability. We reserve the right to correct any errors and to cancel orders placed at an obviously incorrect price; in that case you will always be informed and any payment made will be refunded in full.

12. Intellectual property

All content on this website — including the name Skincare by Sandra, logos, text, photographs and design — is our property or used with permission, and may not be copied, reproduced or used commercially without our prior written consent.

13. Disclaimer of warranties & limitation of liability

• Our website and services are provided "as is" and "as available". We do not guarantee uninterrupted, secure or error-free use of the website.
• To the maximum extent permitted by law, our total liability for any claim related to a purchase is limited to the amount you paid for the product concerned.
• We are not liable for indirect or consequential damages, or for delays and failures caused by events outside our reasonable control.
• Nothing in these terms excludes or limits rights you have under the Consumer Protection Act, 2012 (Kenya) that cannot legally be excluded or limited.

14. Indemnification

You agree to indemnify and hold Skincare by Sandra and its staff harmless from any claims, damages or expenses (including reasonable legal fees) arising from your breach of these terms or your misuse of our products or website.

15. Severability

If any provision of these terms is found to be unlawful or unenforceable, that provision will be removed or limited to the minimum extent necessary, and the remaining provisions remain in full force.

16. Termination

These terms remain effective until terminated by either party. We may terminate or suspend access to our services without notice if you breach these terms; obligations and liabilities incurred before termination survive it.

17. Entire agreement

These Terms of Service, together with our Privacy Policy and any order confirmation, constitute the entire agreement between you and us regarding your purchase, and supersede any prior communications.

18. Governing law & disputes

These terms are governed by the laws of the Republic of Kenya. We always try to resolve any complaint amicably first — message us on WhatsApp and we will work it out. Disputes that cannot be resolved amicably are subject to the exclusive jurisdiction of the courts of Kenya.

19. Changes to these terms

We may update these Terms of Service at any time by posting the updated version on this page. The version published at the time of your order applies to that order. Continued use of the website after changes constitutes acceptance of the updated terms.

20. Contact

Skincare by Sandra
WhatsApp: chat with us

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