Terms and Conditions

Effective Date: [01/06/2026]

Last Updated: [29/05/2026]

Welcome to Shop Go Natural Ltd

Welcome to Shop Go Natural (“Shop Go Natural“, “we“, “our“, or “us“).

These Terms and Conditions (“Terms“) govern your access to and use of our website located at https://www.shop-gonatural.co.ke, together with all products, services, features, content, customer accounts, promotions, loyalty programmes, and related services offered by Shop Go Natural.

By accessing our website, creating an account, placing an order, subscribing to our communications, or using any of our services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.

If you do not agree with these Terms, you should not use our website or purchase our products.

These Terms should be read together with our:

• Privacy Policy
• Shipping Policy
• Returns & Refund Policy
• Cookie Policy
• Loyalty Programme Terms (where applicable)

Together, these documents form the agreement between you and Shop Go Natural.

Table of Contents

1. Introduction
2. Definitions
3. Acceptance of Terms
4. Eligibility to Use Our Website
5. Customer Accounts
6. Products and Product Information
7. Pricing and Payments
8. Orders and Order Acceptance
9. Order Cancellation
10. Shipping and Delivery
11. Returns, Refunds and Exchanges
12. Promotions, Discounts and Coupon Codes
13. Loyalty Programme
14. Wholesale Customers
15. SMS, Email and Marketing Communications
16. User Conduct
17. Intellectual Property Rights
18. Third-Party Services and Links
19. Product Availability
20. Warranties and Disclaimers
21. Limitation of Liability
22. Indemnity
23. Force Majeure
24. Suspension or Termination
25. Governing Law
26. Dispute Resolution
27. Changes to These Terms
28. Contact Information

1. Introduction

Shop Go Natural is a Kenyan retailer specializing in authentic natural hair care products, beauty products, hair accessories, and related wellness products.

Our goal is to provide genuine products, transparent pricing, secure online shopping, and excellent customer service.

These Terms apply to all visitors, registered users, customers, wholesale customers, and any other person accessing or using our website or services.

By using our website, you agree to comply with these Terms and all applicable laws and regulations.

2. Definitions

For the purposes of these Terms:

“Website” means https://www.shop-gonatural.co.ke, including all webpages, customer accounts, checkout services, mobile versions, and related online services.

“Customer” means any individual or business purchasing products or using services offered by Shop Go Natural.

“Products” means all goods, accessories, gift cards, digital content (if offered), and services available through our website.

“Order” means a request submitted by a customer to purchase products from Shop Go Natural.

“Services” include online shopping, customer support, wholesale enquiries, loyalty programmes, newsletters, educational content, promotions, and any other services offered through our website.

“Business Day” means Monday to Friday, excluding public holidays in Kenya.

“Force Majeure Event” means an event beyond our reasonable control, including natural disasters, power outages, internet failures, strikes, pandemics, civil unrest, government actions, or similar events.

3. Acceptance of Terms

By using our website, you confirm that you:

• Have read these Terms and Conditions.
• Understand these Terms.
• Agree to be legally bound by them.
• Will comply with all applicable laws and regulations.

If you are using this website on behalf of a company, partnership, or other legal entity, you confirm that you have the authority to bind that entity to these Terms.

4. Eligibility to Use Our Website

To place an order through Shop Go Natural, you must:

• Be at least 18 years of age, or have the consent and supervision of a parent or legal guardian where permitted by law.
• Have the legal capacity to enter into a binding agreement.
• Provide accurate, complete, and current information.
• Use the website only for lawful purposes.

We reserve the right to refuse service, suspend accounts, or decline orders where we reasonably believe these conditions are not met.

5. Customer Accounts

Creating an account allows you to enjoy a more convenient shopping experience, including access to your order history, saved addresses, wishlists (where available), and loyalty benefits.

When creating an account, you agree to:

• Provide accurate and current information.
• Keep your account information up to date.
• Maintain the confidentiality of your username and password.
• Notify us immediately if you suspect unauthorized access to your account.
• Accept responsibility for activities that occur under your account, unless caused by our negligence.

We reserve the right to suspend or terminate accounts used fraudulently, unlawfully, or in breach of these Terms.

6. Products and Product Information

Shop Go Natural is committed to supplying authentic, high-quality natural hair care products, beauty products, accessories, and related items.

We make every reasonable effort to ensure that product descriptions, specifications, ingredients, images, prices, availability, and other information displayed on our website are accurate and up to date.

However, we do not warrant that all product descriptions or other content on the website are always complete, current, error-free, or free from omissions.

Product Images

Product photographs are provided for illustrative purposes only.

Actual products may vary slightly from the images displayed due to:

• Manufacturer packaging updates.
• Label redesigns.
• Colour variations caused by screen settings.
• Batch differences.
• Product improvements made by manufacturers.

Such differences do not necessarily affect the authenticity, quality, or intended use of the product.

Product Ingredients

Manufacturers may occasionally change product ingredients, formulations, packaging, or instructions without prior notice.

Customers are encouraged to carefully read the product packaging, labels, warnings, and directions before use.

If you have allergies, sensitivities, or medical concerns, consult a qualified healthcare professional before using any product.

Shop Go Natural is not responsible for manufacturer changes that occur after products have been supplied to us.

Product Availability

All products displayed on our website are subject to availability.

Adding a product to your shopping cart does not reserve that product.

Products may become unavailable before your order is processed due to:

• Simultaneous purchases.
• Inventory updates.
• Supplier shortages.
• Stock adjustments.
• Circumstances beyond our reasonable control.

Where an item becomes unavailable after an order is placed, we may:

• Contact you regarding available alternatives.
• Partially fulfil your order.
• Cancel the unavailable item.
• Issue a refund for the affected item where applicable.

Product Recommendations

Information provided on our website, blog, social media pages, newsletters, or by our customer support team is intended for general informational purposes only.

Product recommendations are based on information provided by customers and general product knowledge.

Results may vary depending on individual hair type, scalp condition, product usage, lifestyle, and other personal factors.

Nothing on our website should be interpreted as medical, dermatological, or professional healthcare advice.

Customers should consult an appropriately qualified healthcare professional regarding medical or scalp conditions.

7. Pricing and Payments

All prices displayed on the Shop Go Natural website are shown in Kenyan Shillings (KES) unless otherwise stated.

Prices are subject to change without prior notice.

However, price changes will not affect orders that have already been accepted by Shop Go Natural unless there is an obvious pricing error.

Taxes

Where applicable, prices include or exclude taxes in accordance with Kenyan law.

Any applicable taxes, levies, delivery charges, or other fees will be clearly displayed before you complete your purchase.

Payment Methods

We may accept payment through one or more of the following methods:

• M-Pesa
• Paystack
• Debit cards
• Credit cards
• Other payment methods made available on our website from time to time

All payments are processed securely through trusted third-party payment providers.

We do not store complete debit card numbers, credit card numbers, CVV codes, or mobile money PINs.

Payment Verification

For security purposes, Shop Go Natural reserves the right to:

• Verify payment information.
• Request additional verification where necessary.
• Delay processing pending verification.
• Decline suspicious transactions.
• Cancel transactions reasonably believed to be fraudulent or unauthorized.

These measures help protect both our customers and our business.

Pricing Errors

Despite our best efforts, pricing or product information errors may occasionally occur.

If a product is mistakenly listed at an incorrect price due to:

• Technical errors.
• Human error.
• System malfunction.
• Supplier information errors.

Shop Go Natural reserves the right to:

• Correct the error.
• Cancel the affected order before dispatch.
• Contact you with the correct price.
• Offer you the option to proceed at the correct price or cancel the order for a full refund.

We will not charge additional amounts without your consent.

Promotional Pricing

Promotional prices are valid only during the stated promotional period and while stocks last.

Unless expressly stated otherwise:

• Promotions cannot be combined.
• Discounts have no cash value.
• Promotions may be modified or withdrawn without prior notice, subject to applicable consumer protection laws.

8. Orders and Order Acceptance

When you place an order through our website, you are making an offer to purchase the selected products subject to these Terms and Conditions.

Submitting an order does not automatically create a binding contract.

All orders are subject to:

• Payment authorization.
• Stock availability.
• Identity verification where necessary.
• Fraud screening.
• Acceptance by Shop Go Natural.

Order Confirmation

After submitting your order, you will normally receive an automated email or SMS acknowledging that your order has been received.

This acknowledgement confirms receipt of your order only.

It does not constitute acceptance of your order.

Order Acceptance

Your order is accepted when we:

• Confirm dispatch of your products.
• Make the products available for collection (where applicable).
• Otherwise expressly confirm acceptance.

Until acceptance occurs, Shop Go Natural reserves the right to refuse or cancel an order.

Reasons We May Decline an Order

We may decline or cancel an order where:

• Payment cannot be verified.
• Fraud is suspected.
• Products are unavailable.
• Pricing errors occurred.
• Delivery cannot reasonably be completed.
• Required customer information is incomplete or inaccurate.
• The order breaches these Terms.
• We are required to do so by law.

Where payment has already been received for a cancelled order, an appropriate refund will be processed.

Order Status

Customers may receive order updates through:

• Email
• SMS
• WhatsApp (where applicable)
• Their customer account

These updates are provided for convenience and do not alter the contractual relationship between Shop Go Natural and the customer.

9. Order Cancellation

Customers may request cancellation of an order before it has been dispatched.

Cancellation requests should be made as soon as possible by contacting our Customer Support team.

Once an order has been dispatched, it may no longer be possible to cancel the order, and the order will instead be subject to our Returns & Refund Policy.

Cancellation by Shop Go Natural

We reserve the right to cancel an order before dispatch where:

• Products become unavailable.
• Payment fails.
• Fraud or unauthorized activity is suspected.
• Incorrect pricing has been displayed.
• Delivery restrictions prevent fulfilment.
• A legal or regulatory requirement prevents completion of the transaction.
• Circumstances beyond our reasonable control make fulfilment impossible.

Where payment has already been received, any approved refund will be processed using the original payment method unless otherwise agreed.

Customer Responsibility

Customers are responsible for ensuring that:

• Shipping information is accurate.
• Contact information is correct.
• Payment information is valid.
• Someone is available to receive deliveries where required.

Shop Go Natural shall not be responsible for delays, additional delivery costs, or failed deliveries resulting from inaccurate information provided by the customer.

10. Shipping and Delivery

Shop Go Natural is committed to delivering your order as accurately and efficiently as possible. We work with trusted delivery partners to provide reliable shipping services within Kenya and, where available, to selected international destinations.

Estimated delivery times are provided for guidance only and are not guaranteed unless expressly agreed in writing.

Shipping Coverage

We currently deliver:

• Throughout Kenya.
• To selected international destinations where available.

International shipping availability, delivery times, customs requirements, and applicable charges may vary depending on the destination country.

Delivery Timeframes

Estimated delivery times begin once:

• Your order has been accepted.
• Payment has been successfully verified.
• The order has been processed and dispatched.

Delivery times may vary due to:

• Customer location.
• Public holidays.
• Weather conditions.
• Courier delays.
• Customs clearance.
• High order volumes.
• Events beyond our reasonable control.

While we strive to meet estimated delivery times, they should not be regarded as guaranteed delivery dates.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

This includes:

• Recipient’s name.
• Telephone number.
• Building name or number.
• Street or road.
• Town or city.
• Landmark where applicable.

Shop Go Natural shall not be responsible for failed deliveries or additional delivery charges resulting from inaccurate or incomplete information provided by the customer.

Delivery Attempts

Our courier partners may attempt delivery more than once where reasonably possible.

If delivery cannot be completed because:

• The customer is unavailable.
• The address is incorrect.
• The parcel is refused.
• The customer cannot be contacted.

the order may be returned to Shop Go Natural.

Additional delivery charges may apply before re-dispatch.

Inspection Upon Delivery

Customers are encouraged to inspect their order immediately upon delivery.

If you believe:

• The parcel has been damaged.
• Products are missing.
• Incorrect products have been supplied.

please notify us as soon as reasonably possible after receiving the order.

Prompt notification helps us investigate and resolve the issue efficiently.

Risk and Ownership

Unless otherwise required by applicable law:

• Risk in the products passes to you upon successful delivery to the delivery address or collection point specified in your order.
• Ownership of the products passes to you only after we have received full payment for the order.

11. Returns, Refunds and Exchanges

Customer satisfaction is important to us. If you are not satisfied with your purchase, you may be eligible for a return, refund, or exchange in accordance with our Returns & Refund Policy, which forms part of these Terms.

Please refer to our separate Returns & Refund Policy for detailed eligibility criteria, procedures, and applicable conditions.

Return Eligibility

Returns may be accepted where permitted by law and where:

• The incorrect product was supplied.
• The product was damaged during delivery.
• The product has a manufacturing defect.
• The product was supplied in error by Shop Go Natural.

For hygiene, health, and safety reasons, certain products may not be eligible for return once opened or used unless required by law.

Refunds

Where a refund is approved, it will generally be processed using the original payment method unless otherwise agreed or required by law.

Refund processing times may vary depending on:

• Payment provider.
• Banking institution.
• Mobile money provider.
• Card issuer.

Exchanges

Where available, eligible products may be exchanged subject to:

• Product availability.
• Inspection of the returned product.
• Compliance with our Returns & Refund Policy.

Non-Returnable Products

Unless required by law, we may decline returns of products that:

• Have been opened where hygiene considerations apply.
• Have been used or altered.
• Are damaged through misuse.
• Were purchased as clearance or final sale items (where clearly indicated).
• Do not meet the return conditions set out in our Returns & Refund Policy.

Nothing in this section limits any rights you may have under applicable consumer protection laws.

12. Promotions, Discounts and Coupon Codes

From time to time, Shop Go Natural may offer:

• Promotional campaigns.
• Discount codes.
• Coupon codes.
• Loyalty rewards.
• Free shipping promotions.
• Limited-time offers.
• Seasonal sales.

These promotions are offered subject to the specific terms applicable to each promotion.

Promotional Conditions

Unless expressly stated otherwise:

• Promotions cannot be exchanged for cash.
• Promotions cannot be transferred to another person.
• Promotions may not be combined.
• Promotions apply only during the stated promotional period.
• Promotions apply while stocks last.

Coupon Codes

Coupon codes must:

• Be entered before completing checkout.
• Be used in accordance with their stated conditions.
• Be used before their expiry date.

Coupon codes cannot be applied after an order has been completed unless required by law.

Misuse of Promotions

Shop Go Natural reserves the right to:

• Cancel improperly obtained discounts.
• Refuse coupon codes obtained through unauthorized means.
• Cancel orders involving fraudulent promotional activity.
• Suspend customer accounts engaged in repeated abuse of promotions.

Examples include:

• Creating multiple accounts to obtain duplicate offers.
• Manipulating the checkout process.
• Unauthorized coupon sharing.
• Fraudulent referrals.
• Automated purchasing intended to exploit promotions.

13. Loyalty Programme

Shop Go Natural may operate a customer loyalty programme designed to reward our customers for their continued support.

Participation in the programme is voluntary and subject to these Terms together with any separate Loyalty Programme Terms & Conditions that may apply.

Earning Rewards

Eligible customers may earn loyalty points or rewards through activities such as:

• Purchasing eligible products.
• Participating in promotional campaigns.
• Completing qualifying activities announced by Shop Go Natural.

The earning rate, eligibility criteria, and qualifying purchases may change from time to time.

Redeeming Rewards

Rewards may be redeemed only in accordance with the applicable programme rules.

Rewards:

• Have no cash value unless expressly stated.
• Cannot normally be transferred to another customer.
• May expire where programme rules specify an expiry period.

Suspension or Termination

Shop Go Natural reserves the right to suspend or terminate participation in the loyalty programme where we reasonably believe that:

• Fraud has occurred.
• Programme rules have been abused.
• False information has been provided.
• Multiple accounts have been created to obtain unfair benefits.
• Activities violate these Terms.

Programme Changes

We may modify, suspend, or discontinue the loyalty programme or any aspect of it at any time.

Where practical, reasonable notice will be provided before material changes take effect.

14. Wholesale Customers

Shop Go Natural welcomes enquiries from wholesale customers.

Wholesale pricing, payment terms, minimum order quantities, product availability, and delivery arrangements may differ from retail purchases.

Additional agreements or wholesale terms may apply to wholesale transactions.

In the event of any conflict between these Terms and a separately executed wholesale agreement, the wholesale agreement will prevail to the extent of the inconsistency.

15. SMS, Email and Marketing Communications

By providing your contact details, you acknowledge that Shop Go Natural may send you communications relating to your orders and account.

These communications include:

• Order confirmations.
• Payment confirmations.
• Shipping notifications.
• Delivery updates.
• Customer service communications.
• Security notifications.

These communications are necessary for the performance of our contract with you and are not considered promotional marketing.

Where you have provided your consent or where otherwise permitted by law, we may also send:

• Promotional emails.
• SMS marketing messages.
• WhatsApp updates (where requested).
• Product launches.
• Exclusive offers.
• Loyalty programme updates.
• Birthday rewards.
• Educational content.

You may opt out of promotional communications at any time by:

• Clicking the unsubscribe link in our emails.
• Following the unsubscribe instructions in SMS messages.
• Contacting our Customer Support team.

Opting out of marketing communications does not affect essential service-related communications regarding your orders or account.

16. User Conduct

We are committed to maintaining a safe, respectful, and secure online shopping environment for all users.

By using the Shop Go Natural website, you agree to use our website only for lawful purposes and in a manner that does not infringe the rights of others or interfere with the operation of our services.

You agree not to:

• Use the website for any unlawful, fraudulent, or deceptive purpose.
• Provide false, inaccurate, or misleading information.
• Create multiple customer accounts to abuse promotions, discounts, or loyalty rewards.
• Attempt to gain unauthorized access to our website, servers, customer accounts, or systems.
• Upload or transmit viruses, malware, ransomware, or any malicious code.
• Interfere with the security, integrity, or functionality of the website.
• Use automated software, bots, scripts, spiders, or similar technologies to scrape, harvest, copy, or monitor website content without our prior written permission.
• Impersonate another person or organization.
• Post defamatory, abusive, offensive, obscene, discriminatory, or unlawful content.
• Interfere with another customer’s use of the website.
• Attempt to reverse engineer, copy, or exploit any part of our website for commercial purposes without authorization.

We reserve the right to investigate suspected misuse and to suspend or terminate access where these Terms are breached.

17. Intellectual Property Rights

Unless otherwise stated, all content available on the Shop Go Natural website is owned by or licensed to Shop Go Natural and is protected by applicable intellectual property laws.

This includes, but is not limited to:

• The Shop Go Natural name.
• Logos and branding.
• Website design and layout.
• Product descriptions created by us.
• Images and graphics created or licensed by us.
• Blog articles.
• Educational content.
• Videos.
• Icons.
• Marketing materials.
• Source code and software components (where owned by us).

Nothing in these Terms grants you ownership of any intellectual property rights.

Limited Licence

We grant you a limited, non-exclusive, non-transferable, and revocable licence to access and use our website solely for your personal, lawful, and non-commercial shopping purposes.

This licence does not permit you to:

• Copy or reproduce website content.
• Modify or adapt website materials.
• Republish content on another website.
• Sell or commercially exploit our content.
• Use our trademarks without written permission.
• Frame or mirror any part of our website.

Any unauthorized use may result in legal action.

User-Generated Content

If you submit reviews, comments, testimonials, photographs, or other content to Shop Go Natural, you confirm that:

• You own or have the necessary rights to submit the content.
• The content does not infringe the rights of any third party.
• The content is accurate to the best of your knowledge.
• The content is not unlawful, defamatory, misleading, or offensive.

By submitting such content, you grant Shop Go Natural a non-exclusive, worldwide, royalty-free licence to use, reproduce, publish, display, modify (for formatting only), and distribute the content for business purposes, including on our website, social media channels, and marketing materials.

We reserve the right—but are not obligated—to remove content that violates these Terms or applicable law.

18. Third-Party Services and Links

Our website may contain links to third-party websites, applications, products, or services for your convenience.

Examples include:

• Payment providers.
• Social media platforms.
• Courier tracking services.
• Manufacturer websites.
• Promotional partners.

These third-party services are operated independently from Shop Go Natural.

We do not control their content, availability, security, or privacy practices and are not responsible for their actions.

Your use of third-party websites is governed by their respective terms, conditions, and privacy policies.

We encourage you to review those documents before providing personal information or making purchases through third-party platforms.

19. Product Availability

Shop Go Natural continually updates its inventory; however, all products are offered subject to availability.

Although we make every effort to maintain accurate stock information, inventory levels may change due to:

• Simultaneous online and in-store purchases.
• Supplier availability.
• Inventory reconciliation.
• System synchronization delays.
• Circumstances beyond our reasonable control.

Adding a product to your cart does not reserve that product.

Where a product becomes unavailable after you have placed an order, we may:

• Contact you to discuss suitable alternatives.
• Dispatch the available items in your order.
• Delay shipment pending restocking (with your agreement).
• Cancel the unavailable item and issue a refund where appropriate.

We reserve the right to discontinue any product at any time without prior notice.

20. Warranties and Disclaimers

Shop Go Natural is committed to supplying genuine products sourced through trusted suppliers and authorized distributors where applicable.

Except as required by applicable law, all products and services are provided on an “as is” and “as available” basis.

To the fullest extent permitted by law, Shop Go Natural does not make any express or implied warranties regarding:

• Continuous or uninterrupted operation of the website.
• Error-free or virus-free functionality.
• Availability of all products at all times.
• Compatibility of products with every individual customer.
• Suitability of products for a particular purpose unless expressly stated.

Product Performance

Hair care and beauty products may produce different results depending on factors such as:

• Hair type.
• Hair porosity.
• Hair condition.
• Scalp health.
• Application method.
• Frequency of use.
• Environmental conditions.
• Individual sensitivities.

Accordingly, Shop Go Natural cannot guarantee that every customer will achieve the same results.

Product recommendations provided through our website, blog, social media pages, newsletters, WhatsApp, email, or customer support are intended for general informational purposes only and should not be regarded as professional medical or dermatological advice.

If you have allergies, underlying medical conditions, or concerns regarding the suitability of a product, you should consult a qualified healthcare professional before use.

Website Availability

While we strive to keep our website available at all times, we do not guarantee uninterrupted access.

The website may occasionally be unavailable due to:

• Scheduled maintenance.
• Software updates.
• Technical faults.
• Internet service interruptions.
• Security incidents.
• Events beyond our reasonable control.

We will make reasonable efforts to restore services as quickly as practicable.

Consumer Rights

Nothing in these Terms excludes, restricts, or limits any rights or remedies that you are entitled to under applicable consumer protection laws.

Where any provision of these Terms conflicts with mandatory legal requirements, the applicable law shall prevail to the extent of the inconsistency.

21. Limitation of Liability

Shop Go Natural is committed to providing high-quality products and reliable services. However, to the fullest extent permitted by applicable law, our liability is limited as set out in this section.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law, including any rights you may have under the Consumer Protection Act, 2012, the Data Protection Act, 2019, or any other applicable laws of Kenya.

Subject to the above, Shop Go Natural shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages arising out of or relating to:

• Your use of, or inability to use, our website.
• Delays in delivery caused by third parties or events beyond our reasonable control.
• Temporary website outages or technical failures.
• Errors or omissions in content that could not reasonably have been prevented.
• Loss of profits, business opportunities, goodwill, or anticipated savings.
• Unauthorized access to your account resulting from your failure to protect your login credentials.

Where permitted by law, our total liability arising from any claim relating to an order shall not exceed the total amount you paid for the products giving rise to that claim.

22. Indemnity

You agree to indemnify, defend, and hold harmless Shop Go Natural, its directors, employees, agents, contractors, affiliates, and service providers from and against any claims, losses, liabilities, damages, costs, and expenses (including reasonable legal fees) arising out of or relating to:

• Your breach of these Terms.
• Your misuse of the website.
• Your violation of any applicable law or the rights of a third party.
• Any content you submit that infringes the rights of another person or entity.

This clause does not apply to the extent that any claim results from our own negligence, fraud, or willful misconduct.

23. Force Majeure

Shop Go Natural shall not be liable for any delay, interruption, or failure to perform its obligations under these Terms where such delay or failure results from events beyond our reasonable control.

These events may include, but are not limited to:

• Natural disasters.
• Floods, fires, earthquakes, or severe weather.
• Epidemics or pandemics.
• War, terrorism, civil unrest, or riots.
• Government actions or restrictions.
• Power outages.
• Internet or telecommunications failures.
• Cybersecurity incidents affecting critical infrastructure.
• Labour disputes or strikes.
• Transportation disruptions.
• Supplier failures beyond our reasonable control.

Where a Force Majeure event occurs, we will make reasonable efforts to minimise disruption and resume normal operations as soon as practicable.

24. Suspension or Termination

We reserve the right to suspend, restrict, or terminate access to our website, customer accounts, loyalty programme, or other services where we reasonably believe that:

• These Terms have been breached.
• Fraudulent or suspicious activity has occurred.
• False or misleading information has been provided.
• The website has been used unlawfully or in a manner that may harm Shop Go Natural, other customers, or third parties.
• Suspension or termination is necessary to comply with legal or regulatory obligations.

Where appropriate, we may notify you of the reasons for the suspension or termination, unless doing so would compromise security, an investigation, or a legal obligation.

Termination of your account does not affect rights or obligations that accrued before termination, including obligations relating to completed orders, payments, refunds, or applicable legal requirements.

25. Governing Law

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

This includes, where applicable:

• The Consumer Protection Act, 2012.
• The Data Protection Act, 2019.
• The Competition Act.
• The Electronic Transactions provisions of Kenyan law.
• Any other applicable legislation governing online commerce and consumer transactions.

Where Shop Go Natural supplies products to customers outside Kenya, mandatory consumer protection laws of the customer’s country may also apply where required by law.

26. Dispute Resolution

We value our customers and encourage the prompt resolution of any concerns.

If you have a complaint or dispute relating to our products or services, we encourage you to contact us first so that we can attempt to resolve the matter amicably.

Most issues can be resolved quickly through our customer support team.

If a dispute cannot be resolved through direct communication, either party may pursue any remedies available under applicable law, including referring the matter to a competent court or other legally recognised dispute resolution mechanism in Kenya.

Nothing in these Terms limits your statutory rights or your right to seek relief from a competent authority or court where permitted by law.

27. Changes to These Terms

Shop Go Natural may update or revise these Terms and Conditions from time to time to reflect:

• Changes in our business operations.
• New products or services.
• Changes in technology.
• Legal or regulatory developments.
• Improvements to our website or customer experience.

When material changes are made, we will update the “Last Updated” date at the beginning of this document.

Where required by law, we may also notify customers through our website, email, or other appropriate communication channels.

Your continued use of our website after revised Terms become effective constitutes your acceptance of the updated Terms.

28. Contact Information

If you have any questions about these Terms and Conditions or require assistance, please contact us:

Shop Go Natural

Website: https://www.shop-gonatural.co.ke

Email: sales@shop-gonatural.co.ke

Telephone: +254 742737299

WhatsApp: +254 742737299

Business Hours: [Monday- Friday 9am- 5:30pm Saturday 9:30- 5pm. Sunday and Holidays Closed.

You can also reach us through our official social media pages:

• Facebook: Shop Go Natural
• Instagram: @shopgonatural

We aim to respond to customer enquiries as promptly as reasonably possible during our business hours.

29. Entire Agreement

These Terms and Conditions, together with our Privacy Policy, Cookie Policy, Shipping Policy, Returns & Refund Policy, Loyalty Programme Terms (where applicable), and any other policies expressly incorporated by reference, constitute the entire agreement between you and Shop Go Natural regarding your use of our website and services.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Failure by Shop Go Natural to enforce any provision of these Terms shall not constitute a waiver of that provision or any other rights available to us.