Terms of service
Last updated: August 2026
Welcome to Clabane Kenya.
These Terms & Conditions (“Terms”) govern your use of the Clabane Kenya website and your purchase of products from Clabane Kenya through our website and other Clabane-operated sales channels.
Throughout these Terms, “Clabane”, “Clabane Kenya”, “we”, “us” and “our” refer to the Clabane business operating the relevant Kenya sales channel. “You”, “your” and “customer” refer to the person accessing our services or purchasing our products.
By accessing our website or placing an order with us, you agree to these Terms, together with our Refund & Return Policy, Privacy Policy and any other policies expressly incorporated into these Terms.
Nothing in these Terms is intended to exclude, restrict or limit any consumer right or remedy that cannot lawfully be excluded under Kenyan law.
1. About Clabane
Clabane is a skincare brand offering skincare, personal-care and related products, including products designed to address different skin types, concerns and skincare routines.
Clabane Kenya
Business/Legal Name: Clabane Skincare Kenya Limited
Registration Number:
Business Address: Braham Court, State house Avenue, Westlands district, Nairobi, Kenya
Email: care.kenya@clabane.com
Telephone/WhatsApp: +254117303030
These contact details may also be used for customer enquiries and complaints.
2. Eligibility to Purchase
By placing an order, you confirm that:
- the information you provide is accurate and complete;
- you are legally capable of entering into the transaction; and
- where you are purchasing on behalf of another person or organisation, you are authorised to do so.
If you are under the age at which you can independently enter into a legally binding contract, purchases should be made with the involvement of a parent, guardian or other person legally authorised to act for you.
3. Product Information
We make reasonable efforts to ensure that product descriptions, photographs, ingredients, sizes, prices and other information displayed on our website are accurate.
However, packaging, labelling, formulation, colour, texture or other product characteristics may occasionally be updated.
Where a manufacturer or Clabane makes a packaging change that does not materially alter the product, you may receive packaging that differs slightly from an image displayed on the website.
We will not intentionally substitute a materially different product without your consent.
If there is a material difference affecting the nature, quantity, functionality or important characteristics of a product you ordered, your applicable consumer rights remain unaffected.
4. Skincare Information and Product Results
Information provided by Clabane about skincare, ingredients, routines and product use is intended to help customers understand and use our products appropriately.
Individual skin differs, and results can therefore vary between customers.
Unless expressly stated otherwise, general skincare information provided through our website, social media, customer-care channels or product materials is not intended to diagnose, treat or cure a medical condition and should not be treated as a substitute for individual medical advice.
Where you have a diagnosed skin condition, severe or persistent symptoms, known allergies or other medical concerns, you should seek advice from an appropriately qualified healthcare professional where necessary.
Nothing in this section limits Clabane’s responsibility for representations that we are legally required to honour or for products that are defective, unsafe, incorrectly labelled or otherwise fail to comply with applicable law.
5. Ingredients and Allergies
Customers should review the ingredient information and usage instructions available for a product before use, particularly where they have known allergies or sensitivities.
Where appropriate, patch testing may be recommended before introducing a new skincare product.
Stop using a product if you experience significant irritation or an unexpected adverse reaction and seek appropriate professional advice where necessary.
If you believe a Clabane product is defective, contaminated, incorrectly labelled or unsafe, please contact us promptly and retain the product and packaging where reasonably possible so that the matter can be investigated.
6. Prices
Unless otherwise stated, prices displayed on the Clabane Kenya website are expressed in Kenyan Shillings (KES).
Prices displayed at checkout will apply to the relevant order, subject to correction of obvious errors as described below.
Any applicable delivery charge or other charge payable by you will be disclosed before you complete your purchase.
Where applicable, taxes will be included or disclosed in accordance with Kenyan law.
We may change product prices from time to time. Price changes will not normally affect an order that has already been accepted by us, except where there has been an obvious pricing error or where otherwise permitted by law.
7. Pricing and Website Errors
Despite reasonable care, errors may occasionally occur in product descriptions, availability or pricing.
If we discover an obvious error affecting an order, we will contact you as soon as reasonably possible.
Where appropriate, you will be given the opportunity to:
- confirm the order using the correct information or price; or
- cancel the affected order and receive a refund of any amount already paid for it.
We will not knowingly use pricing errors or inaccurate information to mislead customers.
8. Placing an Order
When placing an order, you will be given an opportunity to review important order information before completing your purchase.
Please check your:
- selected products;
- quantities;
- delivery details;
- contact information;
- prices;
- delivery charges; and
- total amount payable
before submitting your order.
You are responsible for ensuring that the information you provide is accurate.
Submitting an order constitutes an offer to purchase the selected products subject to these Terms.
9. Order Acceptance
Receiving an automated order acknowledgement does not necessarily mean that your order has been finally accepted.
We may need to verify payment, product availability, delivery information or other legitimate order details before accepting an order.
An order is considered accepted when we confirm acceptance or begin fulfilling the order, subject to applicable law.
We reserve the right to decline or cancel an order for legitimate reasons, including:
- inability to verify payment;
- suspected fraud or unauthorised transactions;
- incorrect customer or delivery information;
- product unavailability;
- an obvious pricing or website error;
- suspected unauthorised resale activity; or
- circumstances where fulfilling the order would violate applicable law.
Where we cancel an order after receiving payment, we will refund the applicable amount unless the law permits otherwise.
10. Payment
We accept the payment methods displayed during checkout.
Depending on availability, these may include mobile money, card payments and other approved payment methods.
You agree to provide accurate payment information and confirm that you are authorised to use the payment method selected.
Payments may be processed by third-party payment providers. Their own terms and privacy practices may apply to the payment-processing service they provide.
We do not guarantee that every payment method will always be available.
11. Fraud Prevention
We may conduct reasonable checks intended to protect Clabane and our customers against fraud, unauthorised transactions and other misuse of our services.
Where reasonably necessary, an order may be temporarily held while we verify information relating to the transaction.
We may cancel an order where we reasonably believe that the transaction is fraudulent or unauthorised.
12. Product Availability
Products are subject to availability.
Adding a product to your shopping cart does not reserve that product.
Occasionally, a product may become unavailable after an order has been submitted.
If we cannot supply an ordered product, we will contact you and may offer an appropriate alternative.
You are not required to accept a substitute product.
Where you decline a proposed substitute, or no suitable substitute is available, we will refund the amount paid for the unavailable product.
13. Delivery
We deliver to locations in Kenya that are supported by our delivery network.
Available delivery methods, charges and estimated delivery periods will be communicated during checkout or through the relevant sales channel.
Delivery times are estimates unless we expressly agree to a specific guaranteed delivery time.
We will make reasonable efforts to deliver within the indicated period and will communicate significant delays where reasonably possible.
14. Delivery Information
You are responsible for providing complete and accurate delivery information, including a valid telephone number where required.
If an order cannot be delivered because the address or contact information provided by you is incorrect or incomplete, additional reasonable delivery charges may apply if another delivery attempt is required.
This does not apply where the delivery failure resulted from an error by Clabane or our delivery provider.
15. Receiving Your Order
Please inspect your order as soon as reasonably possible after delivery.
If your order:
- contains the wrong product;
- contains a damaged product;
- appears to have been tampered with;
- is incomplete; or
- contains a product you reasonably believe to be defective,
please contact Clabane Customer Care promptly.
Where reasonably possible, retain the product, packaging and proof of purchase and provide photographs showing the issue.
16. Returns, Exchanges and Refunds
Returns, refunds and exchanges are governed by our Refund & Return Policy, which forms part of these Terms.
Our Refund & Return Policy explains, among other things:
- our voluntary return period for eligible products;
- restrictions applicable to opened skincare and personal-care products;
- defective, damaged and incorrect products;
- return delivery costs;
- exchanges;
- refunds; and
- promotional products and bundles.
Nothing in that policy or these Terms limits rights or remedies that cannot lawfully be excluded under Kenyan consumer protection law.
17. Order Cancellation
If you wish to cancel an order before dispatch, contact us as soon as possible.
We will attempt to stop fulfilment where reasonably possible.
If the order has already been dispatched, it may need to be handled through our Refund & Return Policy.
Any statutory cancellation rights available to consumers under Kenyan law remain unaffected.
18. Promotions and Discount Codes
From time to time, Clabane may offer discounts, gifts, bundles, promotional codes or other offers.
Promotions may have additional terms, including:
- start and end dates;
- minimum order values;
- qualifying products;
- maximum redemption limits;
- customer eligibility requirements; and
- restrictions on combining promotions.
Unless expressly stated otherwise, promotional offers cannot be exchanged for cash.
We may withdraw, suspend or amend a promotion where reasonably necessary, but this will not unfairly remove a benefit already validly earned or a right already acquired by a customer.
19. Gifts and Promotional Products
Where a free product or gift is provided because an order satisfies specified promotional conditions, the gift forms part of that promotion.
If products are subsequently returned and the remaining order no longer satisfies the promotion’s qualifying conditions, we may require the promotional gift to be returned or recalculate the appropriate refund, subject to applicable law.
20. Clabane and Loyalty Benefits
Where Clabane operates a loyalty or rewards programme, including Clabane CLAB, participation may be subject to separate programme terms.
Rewards, points, vouchers or other benefits do not constitute cash unless expressly stated.
We may introduce, modify or discontinue loyalty features from time to time subject to applicable law and any rights already earned by participating customers.
21. Reviews and Customer Content
Where our website allows customers to submit reviews, photographs, comments or other content, the content must be genuine and must not be unlawful, fraudulent, defamatory, abusive, misleading or infringe another person’s rights.
Submitting a review does not guarantee that it will be published.
We may moderate or remove content where reasonably necessary to comply with the law, protect users or maintain the integrity of our platform.
We will not knowingly present paid, fabricated or manipulated customer reviews as independent genuine customer experiences.
22. Website Use
You may use our website for lawful personal and commercial purchasing purposes.
You must not:
- attempt to gain unauthorised access to the website or its systems;
- introduce malicious software;
- interfere with website operation;
- use automated systems to improperly extract substantial website content;
- impersonate another person;
- submit fraudulent information;
- use the website to violate applicable law; or
- misuse Clabane’s intellectual property.
We may restrict access where reasonably necessary to protect our website, customers or business.
23. Intellectual Property
Unless otherwise stated, the content appearing on Clabane-operated websites—including trademarks, logos, product names, photographs, graphics, videos, text, website designs and other brand materials—is owned by, licensed to or otherwise lawfully used by Clabane.
You may access this content for normal personal use of our website.
You may not reproduce, commercially exploit, distribute or use Clabane intellectual property without permission except where such use is permitted by law.
24. Unauthorised Resale and Brand Representation
Purchasing Clabane products does not grant permission to represent yourself as Clabane, an authorised Clabane distributor, retailer, agent or representative.
You must not use Clabane branding in a manner that falsely suggests an official relationship with Clabane.
Where you wish to purchase products for commercial resale, please contact Clabane regarding authorised wholesale or retail arrangements.
25. Third-Party Services and Links
Our website may contain links to or integrations with third-party services, including payment processors, delivery providers and social-media platforms.
Clabane is not responsible for independent third-party websites merely because our website contains a link to them.
Where a third party performs part of our obligations to you, such as delivering an order, nothing in this section removes any responsibility that Clabane is legally required to retain.
26. Personal Information and Privacy
We collect and process personal information required to operate our website, fulfil orders, provide customer support, prevent fraud and provide other services.
The handling of personal information is explained in our Privacy Policy.
Where applicable, personal data will be processed in accordance with Kenyan data-protection requirements.
Marketing communications will be handled in accordance with applicable law and the choices available to you.
27. Website Availability
We aim to keep our website available and functioning correctly but cannot guarantee uninterrupted availability.
Access may occasionally be interrupted due to maintenance, security incidents, technical problems, third-party service failures or circumstances beyond our reasonable control.
Where appropriate, we will take reasonable steps to restore affected services.
28. Limitation of Liability
Nothing in these Terms excludes or limits liability where such liability cannot lawfully be excluded or limited.
In particular, nothing in these Terms is intended to exclude any mandatory rights relating to defective or unsafe products or compensation available to consumers under applicable Kenyan law.
To the extent permitted by law, Clabane will not be responsible for losses resulting solely from circumstances that were not reasonably foreseeable or were outside our reasonable control.
We are also not responsible for loss resulting from a customer’s misuse of a product contrary to clearly provided instructions, except to the extent that Clabane remains legally responsible.
29. Events Beyond Our Reasonable Control
Clabane will not be responsible for delay or failure to perform an obligation where performance is prevented by circumstances genuinely beyond our reasonable control, subject to rights that consumers retain under applicable law.
Such circumstances may include major transport disruptions, natural disasters, widespread telecommunications failures, government restrictions or other comparable events.
Where such an event materially affects an order, we will take reasonable steps to communicate with affected customers and determine an appropriate solution.
30. Complaints
We want to resolve customer concerns fairly and promptly.
If you have a complaint about an order, product or service, please contact Clabane Kenya Customer Care using the details below.
Please provide your order number and sufficient information for us to investigate the matter.
We will endeavour to acknowledge and investigate legitimate complaints within a reasonable period.
Nothing in these Terms prevents a consumer from pursuing remedies or making a complaint through a competent Kenyan authority where legally entitled to do so.
31. Changes to These Terms
We may update these Terms from time to time to reflect changes to our services, business practices or applicable requirements.
The version published on our website will state the date it was last updated.
Changes will generally apply prospectively and will not remove rights already acquired under a completed transaction unless permitted by law.
32. Severability
If any provision of these Terms is determined by a competent authority to be unlawful, invalid or unenforceable, that provision will be interpreted or limited to the extent necessary, and the remaining provisions will continue to apply to the extent permitted by law.
33. No Waiver
If Clabane does not immediately enforce a provision of these Terms, this does not necessarily mean that we have waived our right to enforce it later.
Similarly, nothing in these Terms constitutes a waiver by a consumer of rights that cannot legally be waived.
34. Governing Law
These Terms and purchases made through Clabane Kenya are governed by the laws of Kenya.
Any dispute arising from these Terms or a purchase from Clabane Kenya will be handled in accordance with applicable Kenyan law and through courts, tribunals, regulators or other dispute-resolution mechanisms having lawful jurisdiction.
Nothing in this provision prevents a consumer from exercising any right to seek redress from a competent consumer-protection authority.
35. Contact Clabane Kenya
Questions about these Terms, your order or our services can be directed to:
Clabane Kenya
Legal/Business Name: Clabane Skincare Kenya Limited
Email: care.kenya@clabane.com
Telephone/WhatsApp: +254117303030
Address: Braham Court, State House Avenue, Westlands District, Nairobi, Kenya
For return-specific enquiries, please refer to our Refund & Return Policy.