Terms of Service

• "Business Day" means Monday to Friday, excluding public holidays in Kenya.
• "Order" means an order for Products submitted by you through the Site.
• "Order Confirmation" means the email and/or SMS we send confirming that we have accepted your Order.
• "Products" means the mobile phones, accessories, gadgets and related goods listed for sale on the Site.
• "KES" or "KSh" means Kenyan Shillings, the lawful currency of the Republic of Kenya.
• "Consumer" has the meaning given in the Consumer Protection Act, 2012.

• You must be at least 18 years old and capable of entering into a binding contract to place an Order. If you are under 18 you may use the Site only with the involvement of a parent or guardian.
• You may shop as a guest or create an account. You are responsible for keeping your password confidential and for all activity under your account. Tell us immediately at support@koyastore.online if you suspect unauthorised use.
• You agree to provide accurate, current and complete information (including a working Kenyan phone number for delivery and M-Pesa) and to update it when it changes.
• We may suspend or close accounts that breach these Terms, are used fraudulently or remain inactive for more than 24 months.

We take care to describe Products accurately, but images are for illustration and actual colours may vary slightly with your screen. Minor variations in packaging or specifications made by the manufacturer do not entitle you to reject a Product unless they materially affect its function.

All Products are 100% genuine and sourced from manufacturers or their authorised distributors. All Products listed are subject to availability. If a Product you ordered is unavailable we will tell you as soon as possible and offer a substitute, a back-order or a full refund.

Products are sold for personal use. Bulk or corporate orders (10+ units of one item) should be placed through support@koyastore.online, and may be subject to separate pricing and terms.

• All prices on the Site are quoted and charged in Kenyan Shillings (KES). We do not accept payment in any other currency.
• Prices are inclusive of Value Added Tax at the prevailing rate (currently 16%) under the Value Added Tax Act, 2013. A VAT-compliant, KRA eTIMS-registered receipt/invoice is issued for every Order.
• Delivery charges are shown separately at checkout before you confirm your Order (see our Delivery Policy). Orders of KSh 10,000 and above qualify for free standard delivery within Kenya.
• Prices may change at any time, but changes will not affect Orders we have already confirmed.
• Despite our best efforts, a Product may occasionally be mispriced. If the correct price is higher than the price shown, we will contact you before dispatch and give you the option to proceed at the correct price or cancel for a full refund. If a pricing error is obvious and could reasonably have been recognised as a mistake, we may cancel the Order even after confirmation.
• Promotional codes (for example KOYA10) are subject to the conditions stated at the time, may not be combined unless stated, cannot be exchanged for cash and may be withdrawn at any time.

• Placing an Order is an offer by you to buy the Products at the stated price. The checkout page allows you to review and correct your Order before you submit it.
• After you submit an Order you will receive an acknowledgement with an Order number. This is not acceptance. A binding contract is formed only when we send you an Order Confirmation or dispatch the Products, whichever is earlier.
• We may decline or cancel an Order where payment cannot be verified, where we suspect fraud or a breach of these Terms, where the Product is unavailable, or where there has been a pricing or description error. Any amount already paid will be refunded in full.
• You may cancel an Order free of charge at any time before it is dispatched by contacting us or from your account. Once dispatched, our Refund & Returns Policy applies.

• Lipa na M-Pesa — after you place an Order we send an STK push (payment prompt) to the Safaricom number you provide. Enter your M-Pesa PIN to complete payment. Your Order is confirmed once Safaricom notifies us that the payment has succeeded. M-Pesa transaction charges, if any, are borne by you as per Safaricom's tariffs.
• Debit / credit cards — Visa and Mastercard (including Apple Pay and Google Pay) through our PCI-DSS compliant payment processor. We do not see or store your full card details. Your bank may apply a foreign-transaction fee if your card is not KES-denominated.
• Cash on delivery — available within Nairobi and selected environs for Orders below KSh 50,000. Payment (cash or M-Pesa to the rider) is due in full on delivery; if payment is refused the Products will be returned to us and a redelivery fee may apply.
• Bank transfer / PesaLink — for larger Orders. Products are dispatched once funds reflect in our account.

By providing a payment method you confirm that you are authorised to use it. Title to the Products passes to you only when we have received payment in full. If a payment is later reversed or charged back without valid reason, we may recover the Products or the outstanding amount, plus reasonable costs.

We deliver throughout Kenya using our own riders in Nairobi and reputable courier partners elsewhere. Estimated delivery times, zones and charges are set out in our Delivery Policy and shown at checkout. Delivery estimates are made in good faith but are not guaranteed; delays caused by weather, traffic, security incidents, courier failure, incorrect addresses or other events beyond our control do not entitle you to compensation, although you may cancel an Order that has not been delivered within 14 days of the estimated date for a full refund.

Risk of loss or damage passes to you when the Products are delivered to you or to a person you authorise (including a security guard or receptionist at the address given). Please inspect the package on delivery and report any visible damage to the rider and to us within 24 hours.

If you are not available and delivery fails twice, the Order will be returned to our store. We will contact you to arrange redelivery (a redelivery fee may apply) or a refund of the Product price less the delivery charge.

You may return most unused Products in their original, undamaged packaging within 7 days of delivery for a refund or exchange, in accordance with our Refund & Returns Policy. Certain hygiene-sensitive items (for example in-ear earbuds with a broken seal) and software/digital downloads are excluded unless faulty.

All Products carry a minimum 12-month manufacturer's warranty against defects in materials and workmanship, unless a longer period is stated on the Product page. The warranty does not cover damage caused by accident, misuse, liquid, unauthorised repair or normal wear and tear. Warranty claims are handled as set out in the Refund & Returns Policy.

Nothing in these Terms affects your statutory rights as a Consumer under the Consumer Protection Act, 2012 or the Sale of Goods Act (Cap. 31), including the implied conditions that Products will correspond with their description, be of merchantable quality and be fit for purpose.

• use the Site for any unlawful purpose or in breach of the Computer Misuse and Cybercrimes Act, 2018;
• attempt to gain unauthorised access to the Site, other users' accounts or our systems, or introduce viruses or malicious code;
• scrape, copy or reproduce Site content, prices or images for commercial purposes without our written consent;
• place fraudulent, speculative or bad-faith Orders, or use stolen payment instruments;
• post reviews or content that are false, defamatory, obscene, infringing or that you are not entitled to post;
• interfere with the proper working of the Site or impose an unreasonable load on our infrastructure.

When you post a review, comment or other content on the Site you grant Koyastore a non-exclusive, royalty-free, worldwide licence to use, reproduce, edit and display that content in connection with the Site and our marketing. You confirm the content is your own honest opinion, does not infringe anyone's rights and is not misleading. We may remove content that breaches these Terms without notice.

The Site and all its content — including the Koyastore name and logo, text, graphics, layout, photographs and software — are owned by or licensed to Koyastore and protected by the Copyright Act, 2001, the Trade Marks Act (Cap. 506) and international treaties. Product names and logos of manufacturers (for example Apple, Samsung, Xiaomi, Sony, JBL) are trade marks of their respective owners and are used for identification only. You may view and print pages for personal, non-commercial use; any other use requires our prior written consent.

• Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded under Kenyan law, including your statutory rights as a Consumer.
• Subject to the above, our total liability to you in connection with any Order, whether in contract, tort (including negligence) or otherwise, shall not exceed the total amount you paid for that Order.
• We are not liable for indirect or consequential losses, loss of profit, loss of data or loss of business, nor for any loss arising from your use of a Product other than in accordance with the manufacturer's instructions.
• The Site is provided "as is". We do not guarantee that it will be uninterrupted, error-free or free of viruses, and we may suspend it for maintenance at any time.

You agree to indemnify Koyastore, its owners, employees and agents against all claims, losses and costs (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Site or any content you post.

We are not responsible for any failure or delay in performing our obligations caused by events beyond our reasonable control, including natural disasters, epidemics, strikes, civil unrest, government action, failure of telecommunications or mobile-money networks, or courier or supplier failure. We will notify you and our obligations will be suspended for the duration of the event. If it continues for more than 30 days either party may cancel the affected Order for a full refund.

These Terms and any dispute arising from them are governed by the laws of the Republic of Kenya. Please contact us first — most concerns are resolved within a few days by our customer-care team. If we cannot resolve a dispute within 30 days, either party may refer it to mediation in Nairobi before a mediator agreed between the parties or, failing agreement, appointed by the Nairobi Centre for International Arbitration. Subject to that, the courts of Kenya have exclusive jurisdiction. Consumers also have the right to complain to the Competition Authority of Kenya or to pursue a claim in the Small Claims Court for amounts up to KSh 1,000,000.

• If any provision of these Terms is held to be invalid, the remaining provisions continue in full force.
• Our failure to enforce any right is not a waiver of that right.
• You may not transfer your rights under these Terms without our consent. We may transfer ours to a successor of the business.
• These Terms, together with the policies incorporated into them, are the entire agreement between us regarding your use of the Site and your Orders.
• We may update these Terms from time to time. The version in force when you place an Order applies to that Order. Material changes will be highlighted on the Site.

How to reach us

• Email: support@koyastore.online (customer care) · privacy@koyastore.online (data protection)
• Phone / WhatsApp: +254 700 000 000 (Mon–Sat, 8:00 AM – 8:00 PM EAT)
• Postal address: Koyastore, Kimathi Street, Nairobi CBD, P.O. Box 00100, Nairobi, Kenya
• Website: https://koyastore.online