Terms & Conditions

Last updated: 3 September 2026

These terms govern your use of lioraessence.co.ke and any order you place through it. By using the site or placing an order you accept them. If you do not accept them, please do not use the site.

1. Who we are

Liora Essence, Gaberone Street, P.O. Box 50629-00100, Nairobi, Kenya. Phone and WhatsApp: 0116 100 842.

2. Products

We stock genuine products from international skincare and fragrance brands. We describe every product as accurately as we can, and source product information from the manufacturer.

Product images are for illustration. Packaging, batch design and formulation are periodically changed by manufacturers without notice to retailers, so the item you receive may differ in appearance from the image shown. The product itself will be as described.

Nothing on this site is medical advice. Skincare products are cosmetics, not treatments. If you have a skin condition, consult a qualified dermatologist. Patch-test new products, particularly active ingredients such as retinoids and acids.

3. Prices

All prices are in Kenya Shillings (KES) and include any applicable tax unless stated otherwise. Delivery charges, where they apply, are shown before you confirm your order.

We may change prices at any time. The price that applies to your order is the price displayed when you place it. If a product is listed at a manifestly incorrect price because of a technical or human error, we may decline the order and will tell you before taking payment, or arrange a credit if payment has already been taken.

4. Placing an order

Adding items to your cart and submitting the checkout form is an offer to buy. Our acceptance of that offer, and the point at which a contract is formed, is when we confirm the order to you by email or SMS after payment succeeds.

We may decline an order where the item is out of stock, where we cannot verify your details, where we suspect fraud, or where delivery to your location is not practicable. If we decline an order for which you have already paid, we will arrange for the amount to be credited to you.

5. Payment

We accept M-Pesa and Airtel Money, processed through KCB Buni, and card payment where offered. Payment is taken at the time you place the order.

For mobile money, a prompt is sent to the number you provide at checkout. You must enter your own PIN on your own handset to authorise it. We never ask for your PIN and will never request it by phone, SMS or WhatsApp. Treat any such request as fraudulent and report it to us.

If a payment fails, times out, or you cancel the prompt, no contract is formed and no order is created. You may try again. If you believe you have been charged for an order you did not receive a confirmation for, contact us with your M-Pesa or Airtel reference and we will trace it.

6. Delivery

We deliver within Kenya. Delivery timeframes, charges and collection arrangements are confirmed at checkout or by our team after the order is placed.

You are responsible for giving us a correct and complete delivery address and a phone number that is reachable. Where delivery fails because the address was wrong or you could not be reached, any cost of redelivery is yours.

Risk in the goods passes to you on delivery to the address you gave, or on collection.

7. Exchanges and refunds

Liora Essence does not give refunds. Exchanges are available only in limited circumstances and only within 24 hours of delivery. The full terms are set out in our Exchange Policy, which forms part of these terms.

8. Your account

You are responsible for keeping your account password confidential and for activity carried out under your account. Tell us promptly if you believe someone else has gained access to it. Do not give us false information or impersonate another person.

9. Acceptable use

You may not use this site to break the law, to attempt to gain unauthorised access to it or any related system, to interfere with its operation, to scrape it systematically, or to place fraudulent orders.

10. Intellectual property

The Liora Essence name, logo, site design, and the product copy we write are ours and are protected by copyright and trade mark law. You may not reproduce them commercially without our written permission. Brand names and product trade marks belong to their respective owners.

11. Liability

We take care to run the site accurately and reliably, but we do not warrant that it will be uninterrupted or error-free.

To the extent Kenyan law permits, our total liability arising from any order is limited to the amount you paid for that order. We are not liable for indirect or consequential loss.

Nothing in these terms limits liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot lawfully be limited, including under the Consumer Protection Act, 2012.

12. Electronic transactions

You agree that electronic records and communications between us — including order confirmations, emails and SMS messages — satisfy any legal requirement for writing, and are admissible, in accordance with Kenyan law on electronic transactions.

13. Privacy

Our handling of personal data is described in our Privacy Policy.

14. Changes to these terms

We may update these terms. The version in force is the one published on this page when you place your order.

15. Governing law

These terms are governed by the laws of Kenya. Any dispute is subject to the exclusive jurisdiction of the courts of Kenya.

16. Contact

Questions about these terms: 0116 100 842, or write to Gaberone Street, P.O. Box 50629-00100, Nairobi, Kenya.