Shipping & Returns

ORGANIC AND SUGAR WORLD TERMS AND CONDITIONS Last updated: 1st Januarary, 2017 GENERAL Before placing an order with us, please ensure that you read the terms and conditions below. These are the terms you have accepted when registering with us. Where we refer to 'working days' within this document, this includes Monday to Friday only. Saturday and Sunday are not classed as working days. DEFINITIONS "Website" means the website located at www.organicandsugarworld.com or any subsequent URL which may replace it and is owned and operated by Organic & Sugar World Ltd ; "we" or "us" means Organic & Sugar World Ltd registered office: Mpaka Plaza, Mpaka Road,Westlands, Nairobi, Kenya; "Conditions" means these terms and conditions; "Product" means a product displayed for sale on the Website; "Product Description" means that part of the Website where information in respect of the individual Product is provided; "Price" means a retail price that a Product is advertised for sale at; "Users" means the users of the Website collectively; "Personal Information" means the details provided by you on registration; "Cookies" means small text files which our Website places on your computer's hard drive to store information about your shopping session and to identify your computer; "Dispatch Confirmation E-mail" means the email we send to you to confirm that we've dispatched your order to you; "You" means a user of this Website. WEBSITE ACCESS You are provided with access to this Website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions. We will do our utmost to ensure that availability of the website is uninterrupted and that transmissions are error-free. However, due to the nature of the Internet, this cannot be guaranteed. We may also need to restrict or temporarily suspend your access to the Website for the purpose of maintenance, or the introduction of new facilities or services. ACCESS FROM OUTSIDE THE KENYA Whilst the primary Users of this Website are residents of Kenya we do offer our products and services worldwide. In some cases, goods available on this website may not be purchased in certain countries under local laws. Users are responsible for compliance with local laws if and to the extent local laws are applicable. REGISTRATION You warrant that the Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and you will notify us immediately by email, phone or fax of any changes. ACCOUNT SECURITY You are responsible for maintaining the confidentiality of your password and account and any activities that occur under your account. We shall not be liable to any person for any loss or damage which may arise from failure by you to take the necessary measures to protect your account details. OUR CONTRACT When you place an order to purchase a product from us, we will send you an email confirming the receipt of your order ("Order Receipt Confirmation email"). Your order represents an offer to us to purchase a product which is accepted by us when we send you the Dispatch Confirmation email. That acceptance will be complete at the time we send the Dispatch Confirmation email to you. Any products on the same order which we have not confirmed in a Dispatch Confirmation email to have been dispatched do not form part of that contract. OUR CONTACT DETAILS If you have any comments, questions, concerns or queries please contact our customer care team: email info@organicandsugarworld.com, phone 0705 680 761, or write to P.O.BOX 46244, Nairobi, G.P.O 00100,Kenya Organic & Sugar World Ltd is a VAT registered company in Kenya:PIN P051556493W, Company registration number:CPR/2015/202065 DELIVERY POLICY We aim to dispatch as rapidly as possible. We normally dispatch within 2 working days. However, please allow up to seven working days to take receipt of your order. In the event that we cannot supply your full order, you will be contacted by one of our Customer Care Advisors. POSTAGE AND PACKAGING The majority of our orders are delivered by riders or courier compnies. Post and packing for overseas orders will be calculated and charged at cost. Place your order online at www.organicandsugarworld.com You may choose to specify a particular method of postage (for example express delivery) where multiple methods are available. We regret to inform you that we are unable to use courier services to ship to PO Box addresses. Where goods are lost or damaged in transit we will either send replacement goods, or offer a full refund, including delivery charges. You should advise us of any damage to your order within seven working days of receipt. You must advise us of non-delivery within 21 days of dispatch. PRODUCTS, PRODUCT DESCRIPTIONS AND PRICES Whilst we do our best to maintain sufficient stock levels, we cannot guarantee availability of stock at all times. 'Gold' and 'Silver' referred to in the Website relates to the colour of the product and does not, with exception of gold and silver leaf, indicate precious metals. We have taken extra care to ensure that all descriptions are accurate. However, orders will only be accepted if there are no material errors in the description of the Products or their prices as advertised in this catalogue. Packaging may vary from that shown. The weights, dimensions and capacities given are approximate only. We sell a wide range of edible and non-edible colourings and therefore appreciate the importance of variation in colour. We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the colours you see will depend on various factors such as lighting, monitor display make and type, monitor display settings etc, we cannot guarantee that the appearance of illustrated colours will accurately reflect the colours of products supplied. To the extent permitted by applicable law, we disclaim all warranties, express or implied, as to the accuracy of the information contained in any of the materials in the catalogue. We shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials in the catalogue. EDIBLE AND NON-EDIBLE GOODS WARNING: We advise caution in the use of non-edible items on cakes and other edible goods, and do not accept any liability whatsoever for the inappropriate use of any products. RESTRICTIONS Where the order concerns: Knives (including sheath knives, all kitchen/cutlery knives) or bladed articles, by placing an order you confirm that you are over the age of 21. Items containing alcohol: by placing an order you confirm that you or the recipient is over the age of 21. PAYMENT DETAILS Payment will be taken (from the card supplied by yourself, or by MPESA once goods have been picked, but prior to dispatch. You will receive an invoice confirming payment taken. NO GOODS WILL BE DISPATCHED BEFORE PAYMENT IS RECEIVED. We will contact you immediately should we experience problems taking payment. We reserve the right to send goods up to the value of the payment received. We reserve the right to process payment for a reduced value should some items become unavailable. VALUE ADDED TAX (VAT) VAT has been included in prices where appropriate at 16%. We reserve the right to make adjustments to prices to accord with any change in the rate of VAT. RETURNS POLICY We regret that in the best interest of all our customers, due to health and hygiene requirements, we are unable to exchange or accept return of edible goods or jewellery, opened or unopened. The only exception is where goods are faulty or we have substituted products and you are not happy with the substitutions. We are unable to exchange or accept return of fragile edible goods which have been damaged in transit. These goods are highlighted in the catalogue and shipped at the customers risk. You may return any non-edible product to us within seven working days of receiving the order. Please advise us as soon as possible within this period which products you are returning and quote your order number. Please return goods with the original packaging. Unless the goods being returned are faulty or unsuitable substitutions, you must cover the cost of returning the goods to us. We will refund you the cost of any goods you wish to return (excluding original delivery charge). You must take reasonable care to ensure that any goods being returned are received by Organic & Sugar World Ltd and are not damaged in transit. Should you fail to do this, or send them at our cost, we will charge you the direct cost of the return. PRIVACY AND SECURITY Personal information is private and therefore treated with the highest standards of security and confidentiality. We never make your personal details available to other companies for marketing purposes other than OURSELVES may hold your personal details in order to process your order and/or maintain your account. CHANGES TO THE TERMS AND CONDITIONS We reserve the right to change these Conditions from time to time and you should read them when ordering. GOVERNING LAW AND JURISDICTION The Conditions shall be governed by and construed in accordance with the laws of Kenya and you irrevocably submit to the exclusive jurisdiction of the courts of Kenya.