LITTLE ROOTS

TERMS & CONDITIONS OF SALE

Effective Date: 1^st October 2026
Last Updated: 30^th September 2026

These Terms and Conditions of Sale (“Terms”) govern the purchase and supply of products from Little Roots (“Little Roots”, “we”, “us” or “our”) to you (“customer”, “you” or “your”).

By placing an order for products from Little Roots through our website, social-media channels, WhatsApp, telephone, physical location, online marketplace or any other approved sales channel, you agree to be bound by these Terms.

Please read these Terms carefully before placing an order.

These Terms are intended to be read together with Little Roots’ Returns, Refunds & Exchanges Policy and Privacy Policy, where applicable.

Nothing in these Terms is intended to exclude, restrict or limit any consumer right or remedy that cannot lawfully be excluded, restricted or limited under Kenyan law.

1. ABOUT LITTLE ROOTS

Little Roots is a business that sells hair, beauty, personal-care and related products to consumers.

Business Name: Little Roots
Registered Business Name/Company: Nairobi Salon and Wellness Center Limited
Registration Number: PVT-DLU32JA
Business Address: 41 Kabarsiran Avenue
Email: nairobisalon@outlook.com 
Telephone/WhatsApp: +254 792 731 147
Website: https://littlerootske.com

Where Little Roots operates through a registered company or other legal entity, references to “Little Roots” in these Terms mean that legal entity.

2. ACCEPTANCE OF THESE TERMS

• By placing an order with Little Roots, you confirm that: you have read and understood these Terms;
• the information you provide to us is accurate and complete;
• you are legally capable of entering into the transaction; and
• you agree to comply with these Terms and applicable Kenyan law.

If you do not agree with these Terms, you should not place an order. Where an order is placed on behalf of another person or organisation, the person placing the order represents that they have authority to do so.

3. PRODUCT INFORMATION

Little Roots aims to ensure that product descriptions, photographs, ingredients, sizes, quantities, prices and other information displayed through our sales channels are accurate and up to date. However, customers should note that:

• product colours and appearance may vary slightly depending on the device used to view them;
• packaging, labelling and product presentation may change from time to time;
• availability may change without notice; and
• minor variations in appearance, texture, fragrance or packaging may occur between batches where they do not affect the essential characteristics or quality of the product.

Where a product description contains an error that materially affects the customer’s purchase decision, Little Roots will take appropriate corrective action in accordance with applicable law.

Little Roots will not knowingly make false, misleading or deceptive representations about its products.

4. PRODUCT USE AND CUSTOMER RESPONSIBILITY

Customers are responsible for reading and following the instructions, directions, warnings and other information supplied with a product before use.

Customers should review the ingredients or other product information where relevant, particularly if they have known allergies, sensitivities or other individual requirements.

Where a product is intended for external or cosmetic use, it should be used only as directed.

Customers should not:

• use a product contrary to its instructions;
• use a product that appears contaminated, damaged or otherwise compromised;
• intentionally alter or tamper with a product; or
• continue using a product where they experience an adverse reaction or reasonably believe that the product may be unsafe.

Where a customer experiences an adverse reaction or believes that a product may have a safety or quality issue, the customer should discontinue use and contact Little Roots promptly.

Nothing in this section limits any rights or remedies available to a customer under applicable law.

5. PRODUCT CLAIMS AND EXPECTATIONS

Little Roots may provide information about the characteristics, intended use or benefits of its products.

Individual experiences with personal-care products may vary.

Unless expressly stated otherwise, Little Roots does not guarantee that a product will produce a particular cosmetic or personal result for every customer.

Any product descriptions, demonstrations, testimonials or marketing statements should not be interpreted as a guarantee of a particular individual outcome.

Little Roots will, however, ensure that product representations comply with applicable consumer-protection requirements and will not knowingly make misleading claims.

6. PRICES

All prices displayed by Little Roots will be stated in Kenya Shillings (KES) unless otherwise indicated.

Prices may change from time to time.

The price applicable to an order will ordinarily be the price displayed at the time the customer places the order, subject to correction of obvious pricing errors.

Prices may include or exclude taxes, delivery charges or other charges, as applicable. Any additional mandatory charges applicable to the transaction will be disclosed to the customer before the order is completed.

7. ORDERS

An order is an offer by the customer to purchase the selected products.

Little Roots may acknowledge receipt of an order through email, SMS, WhatsApp, website notification or another communication channel.

An order will be considered accepted when Little Roots confirms the order or otherwise proceeds to fulfil it, subject to these Terms.

Little Roots may decline or cancel an order where:

• the requested product is unavailable;
• there is an obvious pricing or product-description error;
• the customer has provided materially inaccurate information;
• there is a reasonable suspicion of fraud or unauthorised payment;
• fulfilment is prevented by circumstances beyond Little Roots’ reasonable control; or
• cancellation is otherwise permitted or required by law.

Where payment has already been made for an order that Little Roots cannot fulfil, Little Roots will provide an appropriate refund or other remedy in accordance with applicable law.

8. ORDER CANCELLATION

Customers who wish to cancel an order should contact Little Roots as soon as possible.

Where an order has not yet been dispatched, Little Roots will make reasonable efforts to cancel it.

Once an order has been dispatched, cancellation will be handled in accordance with the Returns, Refunds & Exchanges Policy and applicable law.

Where a statutory cancellation right applies, Little Roots will comply with the applicable legal requirements.

9. PAYMENT

Little Roots may accept payment through one or more payment methods, including:

• mobile-money payments;
• bank transfers;
• debit or credit cards;
• cash, where offered;
• approved online payment platforms; or
• any other payment method communicated by Little Roots.

Payment must be successfully received or authorised before Little Roots is required to dispatch an order, unless Little Roots has expressly agreed otherwise. Customers are responsible for ensuring that payment information provided by them is accurate and that they have authority to use the selected payment method.

Little Roots will not knowingly retain payment for an order that it has cancelled without providing the customer with the applicable refund or remedy.

10. DELIVERY

Little Roots will deliver orders to the delivery address or location provided by the customer.

Customers are responsible for providing accurate delivery information, including:

• name;
• telephone number;
• physical location;
• building or estate details, where applicable; and
• any other information reasonably required to facilitate delivery.

Little Roots is not responsible for delays or failed deliveries caused by inaccurate or incomplete information supplied by the customer.

Estimated delivery times will be communicated to the customer where reasonably practicable.

Delivery times are estimates unless Little Roots expressly agrees to a guaranteed delivery date.

Little Roots may use independent courier or delivery providers to fulfil orders.

11. DELIVERY DELAYS

Little Roots will make reasonable efforts to dispatch and deliver orders within the stated or estimated delivery period.

Delivery may be delayed by circumstances beyond Little Roots’ reasonable control, including:

• courier disruptions;
• severe weather;
• road closures;
• public emergencies;
• industrial action;
• government restrictions;
• system failures;
• unusually high order volumes; or
• other events beyond Little Roots’ reasonable control.

Where a significant delay occurs, Little Roots will endeavour to inform the customer and provide an updated delivery estimate where reasonably practicable.

A delay does not remove any consumer rights that arise under applicable law.

12. RECEIPT AND INSPECTION OF PRODUCTS

Little Roots will take reasonable care to ensure that products are appropriately packaged before dispatch.

Customers should inspect their order reasonably promptly after delivery.

Where a product arrives damaged, leaking, broken, incorrect or materially compromised, the customer should contact Little Roots as soon as reasonably possible and provide supporting photographs or other evidence where appropriate.

Such matters will be handled under the Returns, Refunds & Exchanges Policy and applicable law.

13. RETURNS, REFUNDS AND EXCHANGES

Little Roots’ procedures for returns, refunds and exchanges are set out in its Returns, Refunds & Exchanges Policy, which forms part of these Terms.

Customers are encouraged to read the Returns, Refunds & Exchanges Policy before placing an order.

Nothing in that Policy or these Terms removes any statutory consumer rights or remedies that apply under Kenyan law.

14. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

If Little Roots supplies a product that is defective, damaged, materially different from its description or otherwise does not conform to applicable consumer requirements, the customer may be entitled to a replacement, repair, refund or other remedy as provided by applicable law.

Little Roots may reasonably request information, photographs, proof of purchase, batch information or the return of the affected product to assess the issue.

Where the issue is confirmed, Little Roots will provide the remedy applicable in the circumstances and required by law.

15. HYGIENE AND OPENED PRODUCTS

Because many Little Roots products are personal-care products, hygiene and product-safety considerations may affect whether an opened product can be returned.

Accordingly, change-of-mind returns may be restricted once a product has been opened or used.

This restriction does not apply where a product is defective, unsafe, materially misdescribed or otherwise subject to a statutory consumer remedy.

The detailed rules are set out in the Returns, Refunds & Exchanges Policy.

16. PROMOTIONS, DISCOUNTS AND BUNDLES

From time to time, Little Roots may offer promotional prices, discounts, bundles, gifts or other special offers.

Unless otherwise stated:

• promotions are subject to these Terms;
• promotional offers may be subject to specific eligibility requirements;
• offers may have stated start and end dates;
• promotional products remain subject to applicable consumer rights; and
• Little Roots will disclose material conditions applicable to a promotion before purchase.

Little Roots will not use promotional terms to remove statutory rights relating to defective, damaged, incorrect or materially misdescribed products.

17. GIFT CARDS, VOUCHERS AND STORE CREDIT

Where Little Roots offers gift cards, vouchers or store credit, additional terms may apply.

Those terms will be communicated to customers at the time the gift card, voucher or credit is issued.

Unless otherwise required by law, gift cards and vouchers may not be exchanged for cash.

Little Roots may specify expiry periods or other conditions where permitted by applicable law, provided such conditions are disclosed to the customer before purchase or use.

18. CUSTOMER ACCOUNTS

Where Little Roots allows customers to create an online account, customers are responsible for keeping their account credentials confidential.

Customers should notify Little Roots promptly if they believe their account has been accessed without authorisation.

Little Roots may suspend or terminate an account where reasonably necessary to protect the customer, Little Roots, its systems or other customers, or where required by law.

19. WEBSITE AND DIGITAL SERVICES

Where Little Roots operates a website, online store or other digital platform, customers agree not to:

• use the platform for unlawful purposes;
• attempt to gain unauthorised access to systems or accounts;
• interfere with the operation or security of the platform;
• introduce malicious code or harmful software;
• impersonate another person;
• submit fraudulent information; or
• use the platform in a manner that could damage Little Roots or other users.

Little Roots may temporarily suspend digital services for maintenance, security, technical problems or other legitimate operational reasons.

20. INTELLECTUAL PROPERTY

Unless otherwise stated, the Little Roots name, logo, branding, product names, photographs, graphics, text, website content and other materials provided by Little Roots are owned by or licensed to Little Roots.

Customers may not reproduce, modify, distribute, commercially exploit or otherwise use Little Roots’ intellectual property without prior written permission, except where permitted by law.

Nothing in these Terms transfers ownership of Little Roots’ intellectual property to a customer.

21. CUSTOMER REVIEWS AND CONTENT

Where Little Roots permits customers to submit reviews, photographs, testimonials or other content, customers must ensure that their submissions:

• are truthful and based on their genuine experience;
• do not contain unlawful, defamatory, abusive or misleading material;
• do not infringe another person’s intellectual-property or privacy rights; and
• do not contain malicious software or other harmful material.

Where a customer voluntarily submits content for publication or marketing purposes, Little Roots may use that content in accordance with the permissions provided by the customer and applicable data-protection law.

Little Roots may remove content that violates these Terms or applicable law.

22. PERSONAL DATA AND PRIVACY

Little Roots may collect and process personal information necessary to process orders, provide customer support, arrange delivery, process payments, prevent fraud, comply with legal obligations and conduct legitimate business activities.

Personal data will be handled in accordance with the Kenya Data Protection Act, 2019 and Little Roots’ Privacy Policy.

Personal information may include information such as:

• name;
• telephone number;
• email address;
• delivery information;
• order and transaction details; and
• information reasonably necessary to provide customer services.

Little Roots will not sell or otherwise commercially use customer personal data in a manner prohibited by applicable law.

Where marketing communications require consent, Little Roots will obtain and manage consent in accordance with applicable law. Customers may exercise applicable data-protection rights by contacting Little Roots using the contact details provided in the Privacy Policy.

23. ELECTRONIC COMMUNICATIONS

By placing an order electronically or providing contact details to Little Roots, the customer agrees that Little Roots may communicate with them electronically regarding their order, delivery, payment, account, customer service matters and other transactional matters.

Electronic communications may include email, SMS, WhatsApp or other communication channels provided by the customer.

Little Roots will retain appropriate transaction records where required or reasonably necessary for business, legal, accounting or dispute-resolution purposes.

The customer agrees that electronic communications, records and acceptances, including order confirmations, have the same effect as written and signed documents to the extent permitted by Kenyan law.

24. THIRD-PARTY SERVICE PROVIDERS

Little Roots may use third-party providers to support its business, including:

• payment processors;
• courier and delivery companies;
• website and hosting providers;
• technology providers;
• customer-service platforms; and
• other service providers reasonably necessary to operate the business.

Where such providers process personal data on behalf of Little Roots, Little Roots will take reasonable steps to ensure that applicable data-protection requirements are addressed.

25. AVAILABILITY OF PRODUCTS

Little Roots does not guarantee that every product will remain available indefinitely.

A product may become temporarily or permanently unavailable.

If a customer has paid for a product that Little Roots subsequently cannot supply, Little Roots will notify the customer and provide an appropriate refund or other remedy in accordance with applicable law.

26. ERRORS AND CORRECTIONS

Little Roots may correct typographical, pricing, availability or other errors on its sales channels.

Where an error materially affects an order that has already been placed, Little Roots will communicate with the customer and take appropriate action consistent with applicable law.

Little Roots will not knowingly rely on an obvious error to deprive a consumer of rights.

27. PROHIBITED CONDUCT

Customers must not use Little Roots’ products, services or platforms for unlawful purposes.

Customers must not:

• submit fraudulent orders;
• use stolen payment information;
• impersonate another individual;
• interfere with Little Roots’ systems;
• attempt to circumvent security measures;
• engage in harassment or abuse of Little Roots staff or service providers; or
• engage in conduct that violates applicable Kenyan law.

Little Roots reserves the right to take appropriate action where it reasonably believes that unlawful or fraudulent conduct has occurred.

28. LIMITATION OF LIABILITY

To the extent permitted by Kenyan law, Little Roots will not be responsible for losses that:

• were not reasonably foreseeable at the time the transaction was entered into;
• result from the customer’s misuse of a product;
• result from inaccurate information supplied by the customer;
• result from events beyond Little Roots’ reasonable control; or
• arise from the customer’s breach of these Terms.

However, nothing in these Terms excludes or limits liability or a consumer remedy where doing so would be prohibited by applicable law.

In particular, nothing in these Terms limits statutory consumer rights relating to defective, unsafe, incorrectly described or otherwise non-conforming products.

29. EVENTS BEYOND OUR REASONABLE CONTROL

Little Roots will not be responsible for failure or delay caused by circumstances beyond its reasonable control.

Such circumstances may include natural disasters, epidemics, public emergencies, war, civil unrest, government action, infrastructure failures, transportation disruption, cyber incidents affecting third-party infrastructure, industrial action or other comparable events.

Where such an event occurs, Little Roots will take reasonable steps to minimise its impact and resume normal performance as soon as reasonably practicable.

30. SUSPENSION OR TERMINATION

Little Roots may suspend or discontinue a particular digital service, sales channel or customer account where reasonably necessary for security, operational, legal or regulatory reasons.

Such action will not affect rights that have already accrued to the customer under applicable law.

31. COMPLAINTS AND CUSTOMER SUPPORT

Little Roots aims to resolve customer complaints fairly and efficiently.

Customers should first contact Little Roots using:

Email: orders@littlerootske.com
Phone/WhatsApp: +254792731147
Website: https://littlerootske.com

A complaint should, where possible, include:

• the customer’s name and contact information;
• order number;
• details of the issue;
• relevant photographs or documents; and
• the remedy the customer is seeking.

Little Roots will review complaints and respond within a reasonable period.

Nothing in this complaints process prevents a customer from exercising any legal right or pursuing a remedy available under Kenyan law.

32. DISPUTE RESOLUTION

Little Roots encourages customers to first attempt to resolve disputes directly with Little Roots through its customer-service channels.

Where a dispute cannot be resolved informally, the parties may consider an appropriate alternative dispute-resolution mechanism, including negotiation or mediation, where suitable.

Nothing in this clause prevents a consumer from exercising a statutory right to lodge a complaint with a competent regulator, consumer-protection body or other authority, or from accessing a court or other forum with jurisdiction over the dispute.

33. GOVERNING LAW

These Terms shall be governed by and interpreted in accordance with the laws of the Republic of Kenya.

Any dispute arising from or relating to these Terms or a transaction with Little Roots shall be subject to the jurisdiction of the competent courts or other legally authorised dispute-resolution forum in Kenya, subject to any mandatory consumer rights or jurisdictional requirements applicable to the transaction.

34. CHANGES TO THESE TERMS

Little Roots may update these Terms from time to time to reflect changes to its products, business practices, technology or applicable law.

The updated Terms will be published through the applicable Little Roots sales channel.

Unless otherwise required by law, the Terms applicable to an order will generally be the version in effect when that order was placed.

35. SEVERABILITY

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision shall be interpreted or modified to the minimum extent necessary to make it lawful and enforceable where legally permissible.

If modification is not possible, the affected provision shall be severed to the extent necessary, without affecting the validity of the remaining provisions.

36. NO WAIVER

A failure by Little Roots to enforce any provision of these Terms does not constitute a waiver of its right to enforce that provision later.

Similarly, a customer does not waive any statutory consumer right merely because Little Roots has not previously enforced a particular contractual provision.

37. ENTIRE AGREEMENT

These Terms, together with the applicable order information, Returns, Refunds & Exchanges Policy, Privacy Policy and any other terms expressly incorporated into the transaction, constitute the agreement governing the relevant purchase.

Where there is a conflict between these Terms and a mandatory provision of Kenyan law, the mandatory legal provision shall prevail.

38. CONTACT DETAILS

For questions concerning these Terms, an order, a product or a complaint, please contact:

LITTLE ROOTS

Legal/Business Name: Nairobi Salon and Wellness Center Limited
Email: nairobisalon@outlook.com
Telephone/WhatsApp: +254 792 731 147
Website: https://littlerootske.com
Physical Address: 41 Kabarsiran Avenue
Effective Date: 1^st October 2026
Last Updated: 30^th September 2026