SOLEPLUG KENYA — TERMS & CONDITIONS
Last Updated: September 2026
Welcome to Soleplug Kenya. These Terms & Conditions explain the rules that apply when you browse our website, place an order, make a payment, or purchase products from us.
By using our website or placing an order, you confirm that you have read and understood these Terms & Conditions and agree to be bound by them.
1. ABOUT SOLEPLUG KENYA
Soleplug Kenya is an online fashion store offering selected footwear, clothing and accessories, including shoes, caps, shirts, trousers and other fashion products.
We aim to provide customers with a smooth shopping experience, accurate product information and reliable order handling.
Our contact details:
Soleplug Kenya
📍 Ruai, Kangundo Road, Near Naivas
1st Floor, Shop 12, Nairobi, Kenya
📞 Call / WhatsApp: +254 797 966 709
📧 Email: soleplugkenya@gmail.com
2. PRODUCTS & PRODUCT INFORMATION
We make reasonable efforts to ensure that product names, descriptions, prices, sizes and images displayed on our website are accurate.
However:
Product colours may appear slightly different depending on your phone, screen or lighting.
Product images may show details that can vary slightly from the actual item.
Sizes and fitting may differ between different products and brands.
Product availability can change without notice.
A product being displayed on the website does not always guarantee that it is still available at the time you place your order.
If an item becomes unavailable after you place an order, we will contact you and discuss the available options.
3. PRICES
All prices displayed on our website are in Kenyan Shillings (KSh) unless stated otherwise.
Product prices may change from time to time. A price change will not affect an order that has already been confirmed and paid for, except where an obvious pricing error has occurred.
Delivery or collection-related charges may be added to your order depending on the selected delivery area.
4. ORDERING
When you place an order through our website, you are making a request to purchase the selected products.
An order is considered confirmed once:
1. The required product details have been provided.
2. The product is available.
3. The required payment has been successfully received or otherwise confirmed by Soleplug Kenya.
We reserve the right to cancel an order where there is a genuine issue involving stock availability, incorrect pricing, suspected fraudulent activity or other circumstances that prevent us from fulfilling the order.
If we cancel an order after receiving payment, we will communicate with you regarding the appropriate refund or alternative arrangement.
5. PAYMENT
Customers are required to make payment using the payment methods provided on the website or communicated by Soleplug Kenya.
Payment must be completed before an order is released for delivery or collection, unless Soleplug Kenya has specifically agreed to another arrangement with the customer.
Do not send money to personal numbers or accounts that are not officially provided by Soleplug Kenya.
If you receive a suspicious payment request claiming to be from Soleplug Kenya, contact us through our official WhatsApp number before making payment.
6. DELIVERY & COLLECTION
Soleplug Kenya may offer delivery to selected locations within Kenya.
Delivery availability, fees and estimated delivery times depend on the location selected during checkout.
Important:
Soleplug Kenya does not provide door-to-door delivery.
Where delivery is selected, customers will receive their order at the agreed pickup/meeting point or designated delivery station for their area.
Customers should:
Provide the correct name and phone number.
Select the correct delivery area.
Be available to receive or collect the order.
Keep their phone accessible so our team or delivery partner can contact them.
Confirm that the selected pickup point is convenient before completing the order.
Estimated delivery times are estimates and may be affected by traffic, weather, public holidays, courier delays or other circumstances outside our control.
7. DELIVERY FEES
Delivery fees depend on the selected location and will be displayed or communicated before the order is completed.
The customer is responsible for checking the selected delivery location and applicable delivery fee before confirming the order.
If a customer provides an incorrect location and additional delivery costs are required, the additional cost may be charged to the customer.
8. PICKUP ORDERS
Customers who choose to collect their orders from our shop may be required to provide their order details or other reasonable information to confirm ownership of the order.
Orders should be collected within the agreed collection period.
If someone else is collecting an order on your behalf, you should inform Soleplug Kenya in advance and provide the required details.
9. ORDER CONFIRMATION
After placing an order, please check that the following information is correct:
Full name
Phone number
Product
Size
Colour/style, where applicable
Quantity
Delivery/collection location
Payment details
Once an order has been processed, changing the product, size or delivery location may not always be possible.
Contact us as soon as possible if you notice an error.
10. SIZING
Customers are responsible for selecting the correct size before placing an order.
For footwear and clothing, we recommend checking the available size information carefully before purchasing.
If you are unsure about a size, contact us through WhatsApp before completing your purchase and our team can assist you where possible.
Because sizing and fitting can vary between products, choosing a size does not guarantee a particular fit.
11. RETURNS & EXCHANGES
We want our customers to be happy with their purchases.
A return or exchange may be considered where:
The wrong product was supplied by Soleplug Kenya.
The wrong size was supplied due to an error on our part.
The product has a genuine manufacturing defect.
The product received is significantly different from what was ordered.
Items must generally be:
Unused.
Unwashed.
Unworn.
In their original condition.
Returned with original packaging where applicable.
Returned within the agreed return period.
For shoes, the customer should avoid wearing them outside before confirming that the size and product are correct.
12. ITEMS THAT MAY NOT BE RETURNED
For hygiene, product-condition and resale reasons, we may not accept returns or exchanges for products that have been:
Worn.
Washed.
Damaged after delivery.
Altered or modified.
Stained or visibly used.
Returned without required packaging where the packaging is necessary for resale.
Damaged because of improper care by the customer.
A change of mind may not automatically qualify for a refund or exchange.
13. WRONG SIZE SELECTED BY THE CUSTOMER
If you select the wrong size during checkout, contact us as soon as possible.
If the order has not yet been dispatched, we may be able to change the size depending on stock availability.
If the order has already been dispatched or collected, an exchange may only be possible where the product meets our return requirements and the requested replacement size is available.
Any additional delivery or transportation cost resulting from a customer-selected wrong size may be the customer's responsibility.
14. DAMAGED OR INCORRECT ITEMS
Please inspect your order when you receive it.
If you believe that your order is damaged, defective or incorrect, contact Soleplug Kenya as soon as reasonably possible.
Please provide:
Your order number.
Your name and phone number.
A description of the issue.
Clear photographs or video where appropriate.
We will review the issue and communicate the available solution.
15. REFUNDS
Where a refund is approved, the refund method and processing time will depend on the original payment method and the circumstances of the refund.
A refund will not automatically be issued simply because a customer changes their mind after purchasing.
Where an order cannot be fulfilled because of a stock or processing issue caused by Soleplug Kenya, we will communicate with the customer regarding an appropriate refund or alternative.
16. PRODUCT AVAILABILITY
Some products may be available in limited quantities.
Adding a product to your cart does not necessarily reserve it indefinitely.
If another customer purchases the final available item before your payment is successfully completed, we may be unable to fulfil your order for that product.
Where this happens, we will contact you regarding the available options.
17. PROMOTIONS & DISCOUNTS
From time to time, Soleplug Kenya may offer promotions, discounts, vouchers or special offers.
Promotions may have:
Specific start and end dates.
Limited quantities.
Product restrictions.
Minimum purchase requirements.
Other conditions.
Unless specifically stated otherwise, promotions cannot be combined with other discounts or offers.
Soleplug Kenya reserves the right to end or modify a promotion where necessary.
18. VOUCHERS & DISCOUNT CODES
Where promotional codes or vouchers are available, they must be entered correctly at checkout.
A voucher may have an expiry date or specific usage conditions.
Unless specifically stated, vouchers:
Cannot be exchanged for cash.
Cannot be transferred for monetary value.
May only be used once.
Cannot be combined with certain other promotions.
19. CUSTOMER RESPONSIBILITIES
When using our website, you agree to provide accurate information.
You should not:
Provide false contact information.
Attempt to make fraudulent purchases.
Abuse promotional codes.
Attempt to interfere with the website.
Attempt to gain unauthorized access to customer or administrative information.
Use another person's payment information without authorization.
Place orders with the intention of causing disruption to the business.
Soleplug Kenya may cancel orders associated with suspected fraudulent or abusive activity.
20. WEBSITE CONTENT
The content on the Soleplug Kenya website, including product photographs, graphics, logos, text, designs and other materials, is provided for the purpose of operating and promoting the store.
You may not reproduce, copy, modify, distribute or commercially use our website content without permission, except where permitted by applicable law.
21. PRIVACY & CUSTOMER INFORMATION
When you place an order, we may collect information necessary to process and fulfil that order, such as your name, phone number, email address, order details and delivery/collection information.
We use customer information for legitimate business purposes, including:
Processing orders.
Confirming payments.
Communicating with customers.
Arranging delivery or collection.
Providing customer support.
Managing refunds and exchanges.
Improving our services.
We will handle personal information in accordance with applicable Kenyan data-protection requirements.
22. CUSTOMER COMMUNICATION
By providing your phone number or email address when placing an order, you agree that Soleplug Kenya may contact you regarding your order, payment, delivery, collection, return, exchange or customer-support request.
We may also contact customers regarding promotions where permitted and where the customer has appropriate communication preferences.
You can contact us if you no longer wish to receive promotional communications.
23. WEBSITE AVAILABILITY
We work to keep our website available and functioning correctly.
However, temporary interruptions may occur because of:
Maintenance.
Technical problems.
Internet or network issues.
Hosting problems.
Payment-provider interruptions.
Circumstances beyond our reasonable control.
We do not guarantee that the website will always be available without interruption.
24. THIRD-PARTY SERVICES
Some services used to operate the store, such as payment processing, hosting, messaging or delivery services, may be provided by third parties.
Where applicable, those services may have their own terms and privacy policies.
Soleplug Kenya is not responsible for technical failures caused solely by a third-party service provider, although we will make reasonable efforts to assist customers when such problems affect an order.
25. CHANGES TO THESE TERMS
Soleplug Kenya may update these Terms & Conditions from time to time to reflect changes to our products, services, business operations or applicable requirements.
The latest version published on our website will apply to future purchases.
26. CUSTOMER SUPPORT
If you have a question, problem with an order, payment issue, delivery concern or product-related issue, please contact us.
Soleplug Kenya Customer Support
📞 Call / WhatsApp: +254 797 966 709
📧 Email: soleplugkenya@gmail.com
When contacting us about an order, please provide your order number where available so that we can assist you faster.
27. AGREEMENT
By placing an order through Soleplug Kenya, you confirm that you have had an opportunity to read these Terms & Conditions and agree to the policies applicable to your purchase.
Our goal is simple: sell you good products, communicate clearly, process your order properly and give you a smooth shopping experience.
Thank you for shopping with Soleplug Kenya.
SOLEPLUG KENYA
Your style. Your plug. Your Soleplug.