Terms of Sale

These terms apply every time you buy from ZORAH. Please read them before ordering — placing an order means you accept them. Nothing in these terms removes or limits any right you have under the Consumer Protection Act, 2012 or the Sale of Goods Act (Cap 31).

Who you are contracting with

ZORAH sells directly. We buy our stock, hold it in Kenya and sell it to you as the merchant of record. We are not a marketplace and there is no third-party seller behind your order — if something is wrong with what you received, your claim is against us.

How a contract is formed

1. 1You place an order and we acknowledge it. That acknowledgement confirms we received the order; it is not acceptance.
2. 2We check the item is genuinely in stock and that payment has cleared.
3. 3The contract is formed when we confirm dispatch. Until that point either of us may cancel without penalty.

We may decline an order. The reasons are limited and we will always tell you which applies: the item is out of stock, we cannot verify the payment, the delivery address is outside the areas we serve, or the order appears to be an attempt to abuse a promotion.

Prices and pricing errors

• All prices are in Kenya Shillings and include VAT where it applies.
• Delivery is charged separately and is shown before you pay, never after.
• The price you pay is the price shown when you check out, even if it changes afterwards.

Stock and availability

Stock shown on the site is the stock we actually hold, and it is reduced the moment an order is placed. Where an item sells out between your order and dispatch, we will contact you and refund that item in full. We do not substitute a different product without asking you first.

Payment

• We accept M-Pesa and major cards through our licensed payment provider.
• We never see or store your full card number, and we never see your M-Pesa PIN.
• Payment is taken at checkout. Where an order is cancelled or declined, the refund is issued to the same method you paid with.

Delivery and when risk passes

Delivery times are estimates, not guarantees, and we will tell you if an order is delayed. Risk in the goods passes to you when the order is delivered to the address you gave, or collected by you or someone you authorised. Ownership passes when we have received payment in full.

Your right to return

Our returns and refunds policy forms part of these terms and sets out what can and cannot be returned. Cosmetics and skincare carry hygiene restrictions that the law recognises; please read that policy before ordering.

Products, claims and your skin

• We sell genuine products sourced as described in our authenticity policy. Ingredient lists and directions are the manufacturer's.
• Descriptions on our site are there to help you choose. They are not medical advice and are not a promise of a particular result.
• Cosmetic products are not medicines. Nothing we publish should be read as a claim to treat, cure or prevent any condition.
• Patch test anything new, and stop using a product if you react to it.

Our liability

We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care. We are not responsible for loss that was not foreseeable, or for business losses.

We do not exclude or limit our liability where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud, and for any statutory right you hold as a consumer that cannot be excluded by agreement.

Promotions and discount codes

• A discount code may be limited to one use per customer, to a first order, or to a total number of redemptions. The limit is stated with the offer and is enforced at checkout.
• Bundle prices and discount codes do not combine. Where both could apply, the bundle price applies to the bundled items and the code applies to the rest.
• Codes have no cash value and cannot be exchanged for money.
• We may withdraw an offer or cancel an order where a code has been obtained or used in a way it was plainly not intended for — for example, creating repeat accounts to reuse a first-order offer.

Loyalty points

Points are a goodwill scheme, not currency. They accrue on completed orders, have no cash value, and are removed if the order that earned them is refunded. We will give reasonable notice before changing or ending the scheme.

If something goes wrong

Contact us first and give us a fair chance to fix it — most problems are resolved the same day. If we cannot agree, you may refer the matter to the Competition Authority of Kenya, which handles consumer complaints, without affecting any other right you have.

Changes, and the law that applies

We may change these terms as the shop changes. The version that applies to your order is the one published when you placed it. These terms are governed by the laws of Kenya and the Kenyan courts have jurisdiction.