General
By registering and accepting Beauty Essence Kenya Shop Terms and Conditions, you confirm that all information and details provided are your correct, current and complete details. You agree that you will not use the Website for criminal, fraudulent or illegal activity or in any manner which would cause harm or distress to any third party. If we suspect fraudulent account activity or behavior, we reserve the right to suspend, restrict or terminate your access to the Website at any time without notice.
If you wish to contact us, please message us from the contact center when logged into your account or call us at +254 722 658 545. Our core Customer Services Team are available Monday to Friday, 8.30 am to 6:30 pm; Saturday 9am – 6pm and Sundays we are closed and during holidays, 9:30 am to 5 pm. Whilst every effort is made to deal with all enquiries within 24 hours during the working week, we operate an email system, so all emails will be dealt with in the order received.
Any complaints should be made by messaging us from the contact center. Where possible, we try to acknowledge complaints immediately, but all complaints will be acknowledged within 7 working days. The customer will be informed of all progress.
Company Information
Beauty Essence Kenya operates this website. We are registered in Kenya with our shop located at Mama Ngina Street, Transnational Plaza, Ground Floor, Nairobi
Offers and Promotions
Occasionally, we may offer promotional codes for discounts or free gifts. Please be aware that certain promo codes may be applied automatically during checkout according to the basket criteria you have fulfilled. Promo codes remain valid for the duration stated in our promotional materials, at the sole discretion of beautyessence.co.ke and may be discontinued at any time without prior notice. Customers may only redeem one Voucher Code or a single promotional gift per order.
Promotional codes will not be redeemable against promoted products unless otherwise stated. Specifically, products in 3 for 2 offers, Brand Sale Events, On Sale, Special Offers, and Outlet will be excluded.
Free Gifts
Free gifts are only available during specific promotional periods while stocks last. It cannot be redeemed for a cash alternative; no free gift is exchangeable or refundable. Unless stated, customers cannot choose the free gift they will receive. All free gifts are subject to availability and are non-transferable. Free gift will be dispatched with the relevant items from your qualifying order. You accept the above terms and conditions by taking advantage of this offer.
Please note that free gifts cannot be sent out retrospectively. Our Free gifts have to be added to your order at checkout, before payment and completion, so that they can be dispatched with your order.
Rights of Cancellation
If you realize you have made a mistake when ordering, there is a 20-minute window where you can stop your order. Find the order in your account and select the CANCEL button to do this. Unfortunately, it is too late to stop the order if this Cancel button is unavailable.
PLEASE NOTE: If you choose to use our Guest Checkout, you will not have the option to cancel your order online.
You are entitled to cancel your order up to 14 days after the day you receive your order.
Once our fulfilment warehouse begins processing your order, we cannot stop it. However, you can return your unopened order using our original packaging for a full refund.
Please inform us of your intent to cancel within 14 days of receiving your order, and we will provide you with our return address so you can return the goods to us at your expense. Please note we reserve the right to await receipt of the returned goods before issuing your refund.
Upon receipt of your returned unopened order, we will automatically refund the original payment method used to place the order for you.
Faulty, Damaged, Unsatisfactory Quality or Incorrect Item Received
We strive to ensure that your product(s) arrive in perfect condition. However, there may be occasions when errors occur or items are damaged during shipping. Upon delivery, please inspect your product(s) and notify us immediately of any issues. Prompt notification helps us resolve any problems more efficiently. Ensure you do not dispose of broken items, as we will require photographic evidence to support any claims for damages.
If you receive products that are poor quality, incorrect, faulty, or damaged, the following applies:
- Within 30 days of receiving the goods, you can opt for a full refund, including any postage paid or a replacement, subject to availability.
- After 30 days and up to six months from receipt, we will primarily offer a replacement. If the replacement isn’t available (e.g., due to it being out of stock), you will receive a full refund, including postage.
- Beyond six months, you are responsible for demonstrating that the goods were faulty at delivery. We will assess the situation and, based on the specifics, offer a replacement, a partial, or a full refund.
Your consumer rights cover you for faulty products not as described or damaged on arrival.
To report issues, please contact us through your account or call us during office hours at +254 722 658 545