Terms of Service

Last updated: 28th October, 2025

Welcome to Lux Baby Shop, our online and physical store. We’re glad you’re here. These Terms of Service (“Terms”) explain how our website and services work, what we expect from each other, and how we handle orders, payments and returns. They’re written plainly, but they’re an agreement, so please take a minute to read them.

By using https://luxbabyke.com or buying from us, you accept these Terms. If you don’t agree, please don’t use the site.

1. Who we are

Lux Baby Shop is a Kenyan retail business selling Family, Women, Men, baby and children’s products.
Website: https://luxbabyke.com
Email: luxbabyke@gmail.com
Phone/WhatsApp: +254 798949754
Address: Krishna Centre, Ground Floor, Suite A7
Registered and Operating in Kenya.

We operate in Kenya and aim to follow applicable Kenyan laws, including consumer protection and data protection rules. This is not a substitute for legal advice; if you want legal certainty, check with your adviser.

2. What these Terms Cover

These Terms explain how Lux Baby operates, including shopping on our site, payments, delivery, returns, and how we handle your information. Please read them alongside our Returns & Refunds, Shipping, and Privacy policies, which form part of these Terms.

3. Eligibility & age

You must be legally able to enter into a contract to use this site or buy from us. If you are under 18, you must have a parent or guardian’s permission to purchase.

4. Using the site

Treat the site and our content respectfully. Don’t try to access parts of the site you shouldn’t, don’t upload harmful code or malware, and don’t use our products illegally. If we suspect misuse, we may suspend access while we investigate.

5. Product Information & Pricing

We do our best to describe products (materials, dimensions, colours) accurately. Photos are for guidance; actual colours or patterns may vary slightly due to lighting or screen settings.

Pricing
All prices on our site are shown in Kenyan Shillings (KES). At the moment, Lux Baby is not obligated to VAT, so our prices do not include VAT.

If our tax status changes in the future, we’ll update this section and clearly state when VAT is included in prices.
We may adjust prices, correct errors, or remove items if needed. If a product you ordered is unavailable, we’ll let you know and offer an alternative or a refund.

6. Placing an order & When a Contract Forms

When you checkout and submit an order, you are making an offer to buy. We’ll send you an order confirmation to acknowledge that we got your order. We accept your offer when we confirm the order is being prepared or dispatched — at that point, a binding contract exists.

We may cancel or refuse orders for legitimate reasons such as stock issues, pricing errors, failed payment, or suspected fraud.
If we cancel an order after you’ve paid, we’ll issue a full refund within 3–5 working days (excluding weekends and public holidays).
Please note that refunds apply only to orders cancelled or changed by Lux Baby Shop, not customer-initiated cancellations, once payment has been made.

7. Payments

We accept:

M-Pesa (Lipa na M-Pesa / PayBill / Till — as shown at checkout)
Card payments (via our payment provider)
Cash (for in-person purchases only)

Online payments are processed through secure payment gateways. We do not store full card details on our servers.

If a payment fails, we may contact you to retry or cancel the order.

8. Delivery & shipping

We aim to make your shopping experience as smooth and quick as possible.

For Nairobi and nearby areas, we offer same-day delivery for all orders placed and paid before 5:00 p.m. Orders made after that time are delivered the next day.

Once your payment is confirmed, our team dispatches your order within one hour. We understand that sometimes speed matters. If you need your order urgently, let us know, and we’ll do our best to prioritise it.

For orders outside Nairobi, we use reliable delivery services such as Pickup Mtaani, Wells Fargo, DHL, or sacco-based transport services that provide parcel delivery. You may also request a courier of your choice, where possible. Delivery timelines depend on distance and courier schedules, and we’ll share an estimated delivery window once your parcel is on its way.

While we always aim for timely delivery, factors like weather, traffic, or courier logistics can sometimes cause delays. If that happens, we’ll keep you informed until your order arrives safely.

Delivery fees are calculated based on your location and will be confirmed at checkout or before dispatch.

9. Returns, Exchanges & Refunds

Our Returns & Refunds Policy sets out the full details, including timeframes, eligibility, and how we handle faulty or incorrect items.

Out-of-stock or unavailable items: If a product you ordered becomes unavailable and we don’t have a suitable replacement, we’ll issue a refund or let you choose an alternative.
Faulty or incorrectly supplied items: Please report any issues within 24 hours of delivery. We’ll repair, replace, or refund in line with consumer law.
Customer-initiated cancellations or change of mind: Once an order is confirmed and payment has been received, we do not offer refunds. However, depending on the situation, we may offer an exchange or store credit at our discretion.

Refunds (where applicable) are processed to the original payment method; please allow up to 7 business days for the refund to appear after approval.

Always follow the return steps in the Returns Policy so we can process your request faster.

10. Your personal information & marketing

We collect the information we need to process orders and improve your experience. Our Privacy Policy explains what we collect, why, for how long, and your rights under the Data Protection Act 2019. Please read it here: Privacy Policy.

If you opt in to marketing at checkout, we may send promotional emails or WhatsApp messages about new items, restocks and special offers. You can opt out at any time by:

Clicking “unsubscribe” in emails,
Replying STOP to WhatsApp messages, or
Contact us at luxbabyke@gmail.com.

Choosing not to receive marketing will not affect order processing or important transactional messages (like order confirmation).

11. Reviews, comments & user content

If you post a review, comment or other content, you confirm it’s yours and you have the rights to post it. By posting, you grant Lux Baby a worldwide, royalty-free licence to use, edit and display your content on our website and social channels.

Don’t post anything illegal, offensive, defamatory or infringing. We may remove content that breaks our rules.

12. Third-party links & embedded content

Our site may link to or embed content from third parties (videos, maps, social media). Those services may collect data or set cookies — we don’t control them, so please check their terms and privacy policies.

13. Intellectual property

All text, images, logos and designs on the site are owned by or licensed to Lux Baby. You may not copy, republish, sell or modify our content without written permission.

If you think we’ve used your intellectual property without permission, contact us at [insert email] with details and we’ll investigate.

14. Warranties & limitation of liability

We aim to sell safe, quality products and to run the site reliably. Still, to the extent allowed by law, Lux Baby provides the site and products “as is” and does not guarantee perfection

Our liability for direct loss related to an order is limited to the purchase price of the relevant goods.
We are not liable for indirect, special or consequential losses (for example, lost income).

These limits do not remove or reduce your statutory rights under the Consumer Protection Act, 2012, including rights for faulty or unsafe goods.

15. Indemnity

You agree to indemnify Lux Baby against losses, costs or claims arising from your breach of these Terms, illegal acts, or content you supply that infringes another’s rights.

16. Suspension & termination

We may suspend or terminate access to the site for breaches of these Terms, illegal conduct, or misuse. If we terminate a contract early, we’ll notify you and handle outstanding matters (e.g., refunds for paid but undelivered orders) fairly.

17. Changes to these Terms

We may update these Terms occasionally. The “Last updated” date at the top will change when we do. If we make material changes that affect your rights, we’ll try to notify you before they take effect. Continued use after a change means you accept the new Terms.

18. Dispute resolution & governing law

These Terms are governed by the laws of Kenya. We prefer to sort things out directly — please contact us first. If we can’t agree, disputes may be brought before the Kenyan courts.

19. Contact us

Questions, concerns, or a problem with an order? Get in touch — we’re here to help.
Email: luxbabyke@gmail.com
Phone/WhatsApp: +254 798949754
Address: Krishna Centre, Ground Floor, Suite A7

Thank you for shopping with Lux Baby, we appreciate your trust in us.