Terms of Service

These Terms of Service (“Terms”) are an agreement between you and Kelmon (“Kelmon”, “we”, “us”). They apply whenever you visit our website, create an account, place an order or pay us.

By creating an account, ticking “I agree”, or continuing with Google, you confirm that you have read and accept these Terms and our Privacy Policy. If you don't agree, please don't use the site.

• You must be at least 18, or have a parent or guardian's permission to use Kelmon and make purchases.
• Give us accurate details — especially your name and M-Pesa phone number — and keep them up to date.
• You're responsible for keeping your password safe and for everything done through your account. Tell us straight away if you think someone else has used it.
• One person, one account. Accounts can't be sold or transferred.
• You can ask us to close your account at any time (see Contact below).

We work hard to describe and photograph products accurately, but colours can look different on different screens, and small variations are normal.

All prices are in Kenya Shillings (KES). We may change prices at any time, but the price you pay is the one shown when you place your order. If we make an obvious pricing mistake, we'll contact you before processing the order and you can cancel for a full refund.

Stock is limited. You can only order what's available, and an item isn't reserved for you until your payment is confirmed. If an item sells out before your payment goes through, we won't charge you for it.

When you place an order you're making an offer to buy. The contract is formed when we confirm your order — for M-Pesa orders, when Safaricom confirms your payment; for pay-on-delivery orders, when we confirm the order to you.

We may refuse or cancel an order — for example if the item is out of stock, the price was wrong, or we suspect fraud. If you've already paid, we'll refund you in full.

You can pay by M-Pesa (STK push to your phone) or, where offered, on delivery.

• For M-Pesa, you'll get a prompt on the phone number you enter. Your order is only paid once Safaricom confirms it. You'll never be asked for your M-Pesa PIN on our website, by phone or on WhatsApp — only on the official Safaricom prompt.
• If a payment fails (for example a wrong PIN, timeout or insufficient balance), no money is taken and you can try again from your orders page.
• Payments are processed by Safaricom. We don't see or store your M-Pesa PIN.

We deliver to the location you choose at checkout. Delivery is currently free. If we ever introduce a delivery fee, it will always be shown clearly before you pay.

Delivery times we give are estimates. Please be reachable on your phone around delivery time. If we can't reach you after reasonable attempts, we'll hold the order and agree a new time with you.

Once an order is handed to you or the person you nominate, it's your responsibility.

You can cancel an unpaid order yourself within 5 minutes of placing it. After that, or once it's paid, contact us and we'll help if the order hasn't been dispatched.

If an item arrives damaged, faulty or not as described, tell us within 48 hours of receiving it, with photos if you can. We'll replace it or refund you.

For hygiene reasons, opened or used perfumes, cosmetics and beauty products can't be returned unless they are faulty. Other items can be returned within 7 days if unused, in original condition and packaging.

Approved refunds are paid back to the M-Pesa number you paid from, normally within 7 working days. Nothing in these Terms limits your rights under the Consumer Protection Act, 2012.

Signed-in customers earn Kelmon Points on paid orders. Points have no cash value, can't be transferred or exchanged for money, and are removed if the order they came from is refunded or cancelled.

We may change how points are earned or redeemed, or end the programme, with reasonable notice.

You agree not to:

• use Kelmon for anything unlawful, fraudulent or harmful;
• place fake orders, use someone else's M-Pesa number without permission, or abuse promotions;
• post reviews that are false, offensive, or that you were paid to write;
• try to break, overload, scrape or get unauthorised access to the site or its systems;
• copy our photos, text or branding without permission.

We may suspend or close accounts that break these rules.

When you post a review or send us a message, you keep ownership of it but let us display and use it on Kelmon (for example, showing your review on a product page with your first name). We may remove content that breaks these Terms.

The Kelmon name, logo, site design, photos and text belong to Kelmon or its licensors. Product brand names belong to their respective owners and are used only to describe the products we sell.

We'll provide our service with reasonable care and skill. We're not responsible for losses that weren't foreseeable, delays caused by events outside our control (such as network or M-Pesa outages, strikes or severe weather), or misuse of products.

Where the law allows, our total liability for any order is limited to the amount you paid for it. Nothing here excludes liability that can't legally be excluded.

We may update these Terms from time to time. The date at the top shows the latest version. If a change is significant, we'll let you know on the site or by email, and may ask you to accept the new version. Orders already placed follow the Terms that applied when you ordered.

These Terms are governed by the laws of Kenya. If there's a dispute, please contact us first — most things can be sorted quickly. If not, the courts of Kenya will have jurisdiction.

Questions about these Terms? Reach us through our contact page or on WhatsApp at +254 787 216 442.