Terms & Conditions

1. Who We Are

Luxe Households is an e-commerce platform operated from Nairobi, Kenya. We connect buyers with quality products across a wide range of categories including electronics, home goods, fashion, food, and more.

• Business name: Luxe Households
• Location: Nairobi, Kenya
• Email: support@luxehouseholds.com
• Phone: +254142440224

2. Acceptance of Terms

By creating an account, browsing, or purchasing on Luxe Households, you confirm that:

• You are at least 18 years of age or accessing the platform under the supervision of a parent or legal guardian.
• You have the legal capacity to enter into a binding agreement.
• You have read, understood, and agree to these Terms and Conditions in full.
• You agree to our Privacy Policy and Cookies Policy, which form part of these Terms.

3. Account Registration

To access certain features of Luxe Households — including placing orders, saving wishlists, and managing your delivery address — you must register an account.

• You agree to provide accurate, current, and complete information during registration.
• You are responsible for maintaining the confidentiality of your account password.
• You are responsible for all activity that occurs under your account.
• You must notify us immediately at support@luxehouseholds.com if you suspect unauthorised access to your account.
• We reserve the right to suspend or terminate accounts that provide false information, engage in fraudulent activity, or violate these Terms.
• You may also sign in using Google OAuth. By doing so, you agree to Google’s terms in addition to ours.

4. Products and Listings

• All product descriptions, images, and prices are as accurate as reasonably possible at the time of listing.
• We reserve the right to modify or discontinue any product without prior notice.
• Product images are for illustrative purposes. Actual products may vary slightly in colour or appearance due to photography and screen settings.
• Prices are displayed in Kenyan Shillings (KES) and are subject to change without notice.
• Product availability is not guaranteed. If a product becomes unavailable after your order, we will contact you and offer a refund or substitute.
• We reserve the right to correct pricing errors at any time. If you have been charged an incorrect price, we will notify you and you may choose to proceed or cancel.

5. Orders and Payments

When you place an order on Luxe Households, you are making an offer to purchase. The order is confirmed only when you receive an order confirmation.

• We accept payments via M-Pesa, Stripe, PayPal, and Cash on Delivery where applicable.
• We do not store, process, or have access to your credit or debit card details. All card payments are handled securely by Stripe and PayPal, which are PCI-DSS compliant payment processors.
• M-Pesa payments are processed via Safaricom’s secure payment gateway. Your M-Pesa PIN is never visible to or stored by Luxe Households.
• Payment must be completed in full before goods are dispatched, except where Cash on Delivery is selected.
• In the event of a failed or disputed payment, your order will be placed on hold. We will contact you to resolve the issue.
• All transactions are processed in Kenyan Shillings (KES) unless otherwise stated.

6. Delivery and Shipping

• We deliver within Nairobi and selected locations across Kenya. Delivery coverage may expand over time.
• Delivery fees are calculated based on your location and are communicated after your order is placed. The delivery fee is not included in the checkout amount and is billed separately.
• If you provide a GPS delivery pin at checkout, we use it to estimate your delivery fee and locate your premises accurately.
• Estimated delivery times are provided at the time of order but are not guaranteed. Delays may occur due to weather, traffic, or other factors beyond our control.
• You are responsible for ensuring someone is available to receive your order at the specified delivery address.
• Risk of loss or damage passes to you upon delivery.

7. Returns, Refunds and Cancellations

• You may request a return or refund within 7 days of receiving your order, provided the item is unused, in its original packaging, and in the same condition as delivered.
• Certain items including perishable goods, personalised products, and hygiene items are non-returnable.
• To initiate a return, contact us at support@luxehouseholds.com or +254142440224 with your order number and reason for return.
• Once the returned item is received and inspected, refunds will be processed within 5–7 business days via the original payment method.
• Orders may be cancelled before dispatch. Once dispatched, the return policy applies.
• We reserve the right to refuse returns that do not meet the above conditions.

8. User Conduct

You agree not to use Luxe Households for any unlawful or prohibited purpose. Specifically, you must not:

• Post false, misleading, or fraudulent product reviews or information.
• Attempt to gain unauthorised access to any part of the platform or its systems.
• Use automated tools, bots, or scrapers to access or collect data from Luxe Households without our written consent.
• Engage in any activity that disrupts or interferes with the normal functioning of the platform.
• Impersonate any person or entity or misrepresent your affiliation with any person or entity.
• Upload or transmit any harmful, offensive, or illegal content.
• Use the platform in any way that violates Kenyan law or any applicable international laws.

9. Reviews and User-Generated Content

• By submitting a product review, you grant Luxe Households a non-exclusive, royalty-free licence to display, reproduce, and use that content on our platform.
• Reviews must be honest, based on genuine experience, and must not be defamatory, offensive, or misleading.
• We reserve the right to remove any review that violates these guidelines without prior notice.
• You are solely responsible for the content you submit.

10. Intellectual Property

• All content on Luxe Households — including logos, images, text, product listings, design, and software — is the intellectual property of Luxe Households or its licensors and is protected by applicable copyright and trademark laws.
• You may not copy, reproduce, distribute, or create derivative works from any content on this platform without our explicit written permission.
• Unauthorised use of our intellectual property may result in legal action.

11. Limitation of Liability

• Luxe Households is provided on an “as is” and “as available” basis. We do not warrant that the platform will be uninterrupted, error-free, or free of viruses.
• To the maximum extent permitted by Kenyan law, Luxe Households shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of the platform.
• Our total liability to you for any claim arising from these Terms shall not exceed the amount you paid for the order in question.
• We are not responsible for delays or failures caused by circumstances beyond our reasonable control, including natural disasters, government actions, or network outages.

12. Third-Party Links and Services

• Luxe Households may contain links to third-party websites or services. We are not responsible for the content, privacy practices, or terms of those sites.
• Your use of third-party services such as M-Pesa, Stripe, PayPal, Google OAuth, and WhatsApp is governed by their respective terms and privacy policies.
• We integrate with third-party map and location services (Leaflet/OpenStreetMap) to assist with delivery. Your location data shared in this context is handled in accordance with our Privacy Policy.

13. Privacy

Your privacy is important to us. How we collect, use, and protect your personal information is set out in our Privacy Policy. By using Luxe Households, you consent to the data practices described in that policy.

14. Amendments to These Terms

• We reserve the right to update or modify these Terms at any time. Changes will be posted on this page with a revised “Last updated” date.
• Your continued use of Luxe Households after any changes constitutes your acceptance of the new Terms.
• We encourage you to review these Terms periodically.

15. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of Kenya.

16. Contact Us

If you have any questions, concerns, or disputes regarding these Terms and Conditions, please contact us: