Terms of Service

These Terms of Service ("Terms") govern your use of etsirbelladesignsltd.co.ke and any purchase you make from Etsirbella Designs Ltd ("we", "us", "our"). By using the Site or placing an order, you agree to these Terms. Please read them alongside our Privacy Policy.

1. Who we are

Etsirbella Designs Ltd, Kibra, Nairobi, Kenya.
Email: info@etsirbelladesignsltd.co.ke
Phone / WhatsApp: +254 716 538 070

2. Eligibility and accounts

You must be at least 18 years old, or shopping with the consent of a parent or guardian, to place an order. If you create an account, you're responsible for keeping your login details confidential and for all activity under your account.

3. Products and pricing

• All prices are shown in Kenyan Shillings (KES) and include applicable taxes unless stated otherwise.
• We take care to display products and prices accurately, but errors can occur. If we discover a pricing or listing error on an unfulfilled order, we'll contact you before proceeding and you may cancel if you prefer.
• Product colours and details may vary slightly from photos due to screen display and the handmade/limited nature of some pieces.
• We may update, discontinue, or limit stock of any product at any time.

4. Orders and payment

• Placing an order is an offer to buy; we accept it once payment is confirmed.
• Payments are processed securely through our payment partner (Jenga / M-Pesa). We do not store your card number or M-Pesa PIN.
• If payment fails or isn't completed, your order will not be processed. Some orders may show as "Pending" until payment is confirmed manually — we'll follow up with you, including over WhatsApp, to complete this.
• You'll receive an order confirmation with a unique order reference once your order is placed. Keep this for tracking and any correspondence with us.

5. WhatsApp communication

We use WhatsApp to confirm orders and respond to enquiries. Clicking a "Send on WhatsApp" link on our Site opens a chat with a pre-filled message — nothing is sent until you choose to send it. By using these links you agree that this order/enquiry information will be transmitted via WhatsApp, a third-party platform.

6. Delivery

We aim to dispatch and deliver orders within the timeframe confirmed to you at checkout or over WhatsApp. Delivery times are estimates and can be affected by factors outside our control (courier delays, location, customisation). We'll keep you updated if there's a significant delay.

7. Returns, exchanges, and cancellations

• If an item arrives damaged, faulty, or different from what you ordered, contact us within 7 days of delivery at info@etsirbelladesignsltd.co.ke or WhatsApp and we'll arrange a repair, replacement, or refund.
• Made-to-order, altered, or personalised pieces are generally not eligible for return unless faulty, given their custom nature.
• To cancel an order before it ships, contact us as soon as possible — we'll do our best to accommodate this, but can't guarantee cancellation once an order is in production or has shipped.
• Approved refunds are issued to the original payment method and may take a few business days to reflect, depending on your payment provider.

8. Reviews

If you submit a product or store review, you confirm it reflects your genuine experience. We may moderate, edit for length, or decline to publish reviews that are offensive, unrelated to the product, or appear fraudulent. Submitting a review doesn't guarantee publication.

9. Intellectual property

All designs, product photography, text, and branding on the Site belong to Etsirbella Designs Ltd unless otherwise credited. You may not copy, reproduce, or reuse our content for commercial purposes without our written permission.

10. Acceptable use

You agree not to use the Site to:

• Submit false, fraudulent, or abusive orders, reviews, or messages.
• Attempt to gain unauthorised access to any part of the Site or our systems.
• Interfere with the Site's normal operation.

11. Limitation of liability

To the extent permitted by Kenyan law, Etsirbella Designs Ltd isn't liable for indirect or consequential losses arising from your use of the Site or your order (e.g. loss of time or inconvenience from a delivery delay). Nothing in these Terms limits any right you have under the Consumer Protection Act, 2012.

12. Changes to these Terms

We may update these Terms from time to time; the "Last updated" date above reflects the latest version. Continuing to use the Site or placing an order after changes means you accept the updated Terms.

13. Governing law

These Terms are governed by the laws of Kenya, and any disputes will be subject to the jurisdiction of Kenyan courts.

14. Contact us

Questions about these Terms? Reach us at info@etsirbelladesignsltd.co.ke or +254 716 538 070, or visit us in Kibra, Nairobi, Kenya.