Kenya Exports LIMITED TERMS AND CONDITIONS OF SERVICE
1.Kenya Exports is a UK to Kenya door-to-door shipping and delivery company.
2.By making a pickup order either via phone call, email corresponding, SMS, or delivery to our UK warehouse, the person entitled to the delivery or the sender authorizes Kenya Exports to pickup, ship, clear and deliver carriage to the person entitled to the delivery of the sender. The person entitled to the delivery or the sender accepts to abide by these terms and conditions.
3.Kenya Exports does not accept; dangerous goods including weapons, any banned goods, explosives and ammunition, counterfeit goods, animals, bullion, currency, gemstones, human remains; illegal items such as ivory and narcotics; hazardous materials for international carriage.
4.The Shipper shall give Kenya Exports a minimum of 24 hours notice to cancel a scheduled pickup appointment. A charge of £20 may be applied to any customer who cancels a pickup appointment without giving Kenya Exports a minimum of 24 hours notice.
5.Kenya Exports shall be liable for the goods during the period they are in its charge or the charge of its agents only if full payment of shipping cost is made latest within four working days after pick up date. Shipping cost is not refundable.
6.Kenya Exports shall be liable in respect of any shipment transported by sea; if negligence and fault is identified to be on the part of Kenya Exports. Compensation will be subject to the provision of evidence of purchase by the sender which must be between six months of shipment. No refund can be made where there’s no evidence of purchase or receipt. Any compensation offered in the absence of proof of purchase will be done at the discretion of Kenya Exports.
7.Kenya Exports shall not be liable for damages caused to a consignment owing to mixing of liquids including bleach, detergents, soap, oils, fresh milk and others with food items. Kenya Exports shall not also be liable for damage to perishable goods.
8.Kenya Exports representatives shall not be under any compulsion to unpack or assist recipients to pack packages delivered into recipient’s storage.
9.For a clearly overweight or oversized package (weight should not be more than 60kg):
a. Kenya Exports may choose not to pick up such a clearly overweight or oversized package.
b. Kenya Exports may pick up such a clearly overweight or oversized package, but shall issue a surcharge to the sender.
c. The person entitled to the delivery or sender of a clearly overweight or oversized package shall make adequate arrangements for others to assist the Kenya Exports representative or consider options that may be proposed by the Kenya Exports representative during the delivery of such packages.
d. Kenya Exports representatives shall not be under any compulsion to carry clearly overweight or oversized packages upstairs or into the recipient's storage.
10.Kenya Exports shall not be liable for scratches caused to a consignment that:
a.Does not come with the original pack by the manufacturer for shipping.
b. Has not been properly packaged, wrapped, cushioned or protected for shipping.
11.It is the responsibility of the customer to accurately provide the name, address and phone number of the person entitled to the delivery.
12.The Customer shall comply with all applicable laws and government regulations of any country to, from, through and over which the goods may be carried, including those relating to the packing, carriage or delivery of goods, and shall furnish such information and attach such documents to the shipment as may be necessary to comply with such laws and regulations. Kenya Exports shall not be liable to the Customer for loss or expense due to the shipper’s failure to comply with the provision.
13.Kenya Exports shall notify the sender of the consignment or the person indicated on the face thereof as the person to be notified prior to delivery. If the recipient declines to accept the goods or cannot be reached; or where a customer request shipment to be returned; Kenya Exports shall use reasonable efforts to return the shipment to sender at sender’s cost, failing which the shipment may be released, disposed of, or sold without incurring any liability whatsoever to Kenya Exports or anyone else, with the proceeds applied against shipment charges and related admin cost with the balance of the proceeds to be returned to the sender.
13a. In the case where a customer fail to make payment for his/her shipment before the shipment arrives in the Kenya warehouse, Kenya Exports reserves the right to dispose any shipment not claimed by the recipient after 7 days of arrival.
13b.Should the recipient decline to accept the goods or cannot be reached; or where a customer requests shipment to be returned; The sender or the person responsible for the delivery shall be responsible for all arrangement and cost regarding return of shipment either from our UK warehouse to the pick up point or from our Kenya Warehouse to the pick up point. Failing which the shipment may be released, disposed of, or sold without recourse or liability to Kenya Exports. An additional daily storage charge of between £5-20 may be applied on any shipment not claimed or refused by the recipient 7 days after the day of arrival.
14.On the receipt of consignment, it is the responsibility of the consignee to check the content before signing Kenya Exports delivery note. If the person is entitled to the delivery or the sender takes the package into his / her / their custody, signs and confirms receipt of the same, and no complaint is raised before our dispatchers leave the premises. Kenya Exports shall consider that the package was delivered in the best possible condition.
15.It is the responsibility of the customer to ensure that proper packaging is used and that the contents of the shipment are adequately and securely packed, wrapped, cushioned for transportation. If a shipment is determined to be inappropriately packaged, Kenya Exports may but not obliged to, re-package the shipment subject to an additional handling charge.
16.Due to mode of transport, shipment of fragile items such as glass, mirrors, marble, ceramic, sink, water closet, wall hangings, picture frames, bottles, light and lighting accessories and all other fragile item not stated above are shipped at customer’s own risk Kenya Exports is unable to guarantee the safety of fragile items.
17.Kenya Exports will not be liable for any TV damage (New or used) should it be established there’re other foreign items (cloth, tin and metallic product etc) loaded in the TV box.
18.Kenya Exports will not be liable for any damage caused to an accessory or the external part of a fridge, cooker, microwave, washing machine etc (new or used) on arrival if it is found to be packed/loaded with other items like tin, clothing, shoes, etc.
19.Kenya Exports shall accept complaints made in writing by the person entitled to delivery or sender of the said goods only. Complaints on a delivery should be made within 24hours from receipt of goods, after which date no complaint will be accepted.
20.In the event of a significant or visible damage to a baggage, the person entitled to the delivery or sender of the items must:
a.First, notify the Kenya Exports official that made the delivery.
b.Second, the person entitled to the delivery or the sender, should ensure that the reported package is kept intact in the state as was reported.
c.Receipts, invoices, correspondence related to the reported damaged items should be made ready as such may be required by the Kenya Exports office in order to deal with reported damages.
d.The person entitled to the delivery or the sender should, make a complaint to Kenya Exports in writing within 3 days from receipt of goods, after which date no complaint will be accepted.
e.Kenya Exports shall not accept photos or videos of damage of a package or loss of content of a package taken in the absence of an Kenya Exports representative.
21.Complaints of delay delivery or non-delivery should be made within 5 working days of the date the goods were delivered to the person entitled to the delivery of the sender and within 6 weeks from the date of the issue of the invoice, respectively.
22.Any rights to damages against Kenya Exports shall be extinguished unless an action is brought within 14 days from the date of arrival at the destination.
23.Kenya Exports shall respond to all queries reported within 21 working days after investigations have been made.
24.Kenya Exports reserves the right to reject claims made without following due process. Claims shall be made in compliance to the following procedure:
a.The claim can only be made
b.if a complaint was reported within 24 hours from the delivery date.
c.Kenya Exports has been informed about the reported damage in writing and within the permissible duration from the delivery date.
d.The sender shall attach a copy of the delivery note specifying any notes made by the Kenya Exports representative who delivered the goods subject to further investigations and confirmation of the same by Kenya Exports.
e.The request for claim for damage must be accompanied by a list of shipment which was originally declared to Kenya Exports, in the original packaging. This must be made available to the Manager in the Kenya office for inspection at the time of making the complaint.
25.Goods received signed for on the delivery sheet shall be deemed as delivered in good condition unless.
26.All notes made by Kenya Exports representatives on the delivery sheet shall be subject to further investigation and confirmation of the same.
27.Customers should keep their receipts and invoices as these may be required by Kenya Exports in dealing with claims for damages.
28.Kenya Exports shall to the best of its ability handle and deliver packages close to the form and shape the package was picked up or delivered to it to be shipped.
29.Kenya Exports shall not be liable for any loss or issues of reduced level, quantity or count of the content of a package that has been delivered in its original packaging or in the exact or close to the form and shape it was picked up or delivered to be shipped as was picked up.