Terms & Conditions

Introduction

East Africa Packaging ("we", "us", "our") is a premium packaging supplier based at Kenya House Complex, Koinange Street, Nairobi, Kenya. We operate the website at eastafricapackaginghub.co.ke and related mobile-accessible services (collectively, the "website") for the sale and purchase of packaging products ("products").

These Terms and Conditions govern your use of our website and the purchase of products from us. By browsing our website, creating an account, or placing an order, you confirm that you have read, understood, and agreed to these terms in full.

If you do not agree to these terms, please do not use our website or place an order. If you use our website in the course of a business, you confirm that you have the authority to agree to these terms on behalf of that entity.

These terms constitute a legally binding agreement between you and East Africa Packaging, a business operating under the laws of the Republic of Kenya.

Acceptance of These Terms

By browsing our website, creating an account, ticking the acceptance box at checkout, or placing an order, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions and our Privacy Policy.

If you do not agree to these terms, you must not use our website or place an order. We recommend you save or print a copy of these terms for your records, as they may be updated from time to time (see "Changes to These Terms").

Registration & Account

You may browse our website and make purchases as a guest. Creating a registered account gives you access to order history, saved wishlists, and faster checkout.

You must be at least 18 years of age to register an account or place an order. By using our website you warrant that you meet this requirement.

You must provide accurate, current, and complete information when registering, keep your password confidential, and not share your account with any third party.

You are responsible for all activity that occurs under your account. Notify us immediately at info@eastafricapackaginghub.co.ke if you suspect unauthorised access.

We may suspend or cancel your account if we reasonably believe you have breached these terms, engaged in fraud, or misused the platform. Where we cancel an account and you have paid for unfulfilled orders without breach on your part, we will refund those amounts. You may delete your account at any time by contacting us.

Products & Availability

We sell packaging products including corrugated boxes, mailer boxes, paper and carrier bags, protective packaging, custom-printed packaging and food-grade packaging. All products listed on our website are subject to availability.

Product images are for illustrative purposes. Packaging and finish may vary slightly from what is shown.

Product descriptions and specifications are provided in good faith. You remain responsible for confirming that a product is suitable for your needs before ordering.

If a product you ordered is out of stock after your order is confirmed, we will contact you promptly to arrange a suitable alternative or issue a full refund.

We reserve the right to withdraw any product from sale at any time without prior notice. We are happy to advise on the right packaging for your needs, but the final selection decision is yours.

Pricing & Currency

All prices are displayed in Kenyan Shillings (KES) and are inclusive of VAT where applicable. Delivery charges are calculated separately at checkout based on your location and order weight.

Prices are subject to change without prior notice. The price you pay is the price displayed at the time you complete and confirm your order. Promotional prices are valid only for the stated period and while stock lasts.

In the unlikely event of a pricing error, we reserve the right to cancel any order placed at the incorrect price. We will notify you immediately and offer a reorder at the correct price or a full refund.

Bulk and wholesale pricing is available on request and agreed separately - see the Contact page to discuss volumes.

Placing & Processing Orders

When you place an order, you are making an offer to purchase the selected products at the listed price. A binding contract is formed when you receive an order confirmation from us.

You must provide accurate and complete information when placing an order, including your name, delivery address, and a valid phone number.

We reserve the right to refuse or cancel any order for reasons including suspected fraud, product unavailability, or errors in pricing or product information.

Once an order has been dispatched, it cannot be cancelled. If you need to cancel before dispatch, contact us immediately via phone or WhatsApp and we will do our best to accommodate you.

We process orders during business hours (Mon–Fri 8:45 AM–4:45 PM, Sat 8:45 AM–1:00 PM). Orders placed outside these hours are processed on the next working day.

Payment

We accept the following payment methods:

• M-Pesa: an STK push is sent to your registered Safaricom number. Your M-Pesa PIN is entered on your own device and is never accessible to us - we only receive a transaction confirmation reference.
• Bank transfer: account details are provided at checkout. Your order is processed once payment is confirmed. Use your order number as the reference and send proof of payment to info@eastafricapackaginghub.co.ke.

Payment must be completed before an order is dispatched, except for verified business accounts with agreed credit terms. All transactions are processed in Kenyan Shillings (KES).

We will never ask for your M-Pesa PIN or banking password via phone, email, or WhatsApp. If anyone claiming to be from East Africa Packaging requests these details, please report it to us immediately.

Payment Disputes & Chargebacks

If you have any problem with a payment, charge, or order, please contact us first at info@eastafricapackaginghub.co.ke or +254 704 736 664 - most issues are resolved within a day.

You agree to raise any billing concern with us before initiating a chargeback or payment reversal with your bank or mobile-money provider. We retain records of orders, deliveries, and communications, and will contest disputes we reasonably believe are unwarranted, fraudulent, or made in bad faith ("friendly fraud").

Where a chargeback or reversal is found to be illegitimate, we reserve the right to recover the disputed amount and any associated fees, suspend or close the account involved, and decline future orders.

Delivery & Shipping

We deliver to addresses within Kenya. Delivery costs are shown at checkout before payment, based on order weight and destination.

• Nairobi: most orders placed before 2:00 PM are dispatched same day; delivery is typically same-day or next-day.
• Upcountry: delivered via our courier partners within 1–3 business days depending on your town.

Once dispatched, you will receive a notification with tracking information where available. Risk and title pass to you upon delivery.

We are not responsible for delays caused by courier companies, weather, public holidays, or circumstances beyond our control. If your order has not arrived within the expected window, contact us and we will investigate promptly.

Force Majeure

We are not liable for any delay or failure to perform our obligations where this is caused by events beyond our reasonable control ("force majeure"), including but not limited to natural disasters, fire, floods, epidemics or pandemics, war, civil unrest, strikes, supplier or courier failures, power or internet outages, and acts of government.

If a force majeure event continues for an extended period, we will contact you to arrange an alternative, reschedule delivery, or - where appropriate - issue a refund for any undelivered products. A force majeure event does not entitle you to cancel custom-printed or made-to-order products that have already been produced.

Returns & Refunds

We want you to be completely satisfied with your purchase. Our return policy is as follows:

• Change of mind: unused products in original, sealed packaging may be returned within 14 days of delivery. The customer is responsible for return delivery costs.
• Wrong item received: contact us within 7 days and we will arrange collection and replacement or a full refund at no cost to you.
• Damaged in transit: report any damage within 48 hours with photographic evidence and we will replace the item or issue a full refund.
• Custom-printed or made-to-order packaging cannot be returned unless it arrived faulty or incorrect, as it is produced specifically for you.

Approved refunds are processed within 5–7 business days via the original payment method. M-Pesa refunds are typically faster. To initiate a return, contact us via our contact page, email, or phone.

Promotions & Discounts

From time to time we may run promotions, discount campaigns, or special offers. The following terms apply unless specific promotion terms state otherwise:

• Promotional prices are valid only for the stated period and while stock lasts; we may end a promotion early without notice.
• Discount codes are single-use per customer unless stated otherwise and cannot be combined with other offers unless explicitly permitted.
• Bulk and wholesale discounts are agreed separately and are not automatically applied at checkout.
• We reserve the right to cancel a promotion if we suspect fraud or abuse, or if a pricing error is involved.

Your Content & Reviews

"Your content" means any text, images, ratings, reviews, feedback, or other material you submit to our website, including product reviews and contact form messages.

Your content must be accurate and truthful, and must not be offensive, defamatory, unlawful, or in breach of any third party's rights. It must not contain spam, malicious links, or material that could compromise the security of our website or other users.

By submitting content, you grant us a worldwide, non-exclusive, royalty-free licence to use, reproduce, publish, adapt, and distribute your content on our website and marketing channels.

We may review, edit, or remove any content at our discretion. If you become aware of content you believe is unlawful or in breach of these terms, please notify us.

Use of Our Website

You may use our website to browse, research, and purchase products for personal or business purposes. You must not:

• Use the website in any way that damages it or impairs its performance, availability, or security.
• Use the website in any unlawful, fraudulent, or harmful manner.
• Attempt to gain unauthorised access to any part of the website or connected systems.
• Introduce viruses or other malicious software.
• Conduct systematic or automated data collection (scraping, data mining) without our prior written consent.
• Copy, republish, sell, or commercially exploit any content without our permission.

We reserve the right to restrict or suspend access to our website at any time, including during maintenance or for security reasons.

Intellectual Property & Trademarks

All content on this website is owned by or licensed to us, including the East Africa Packaging name and logo, product descriptions, images, graphics, page designs, and software. It is protected by applicable Kenyan and international intellectual property laws.

You may not copy, reproduce, republish, distribute, or commercially exploit any content from this website without our prior written permission.

Any third-party brand names or trademarks displayed on this website belong to their respective owners and are used for identification purposes only.

Our website may contain hyperlinks to third-party websites, provided for convenience only. We have no control over and accept no responsibility for their content.

Data Privacy

By using our website, you agree to the collection and processing of your personal data in accordance with our Privacy Policy. We process all personal data in compliance with the Kenya Data Protection Act, 2019.

We do not sell, rent, or trade your personal data. We share it only with courier partners and payment processors as required to fulfil your order.

You have the right to access, correct, or request deletion of your personal data at any time. Our full Privacy Policy is available at eastafricapackaginghub.co.ke/privacy-policy and forms part of your agreement with us.

Limitations & Exclusions of Liability

Nothing in these terms limits or excludes any liability that cannot be limited or excluded under applicable Kenyan law, including liability for death or personal injury caused by our negligence, or for fraud.

Subject to the above, to the fullest extent permitted by law, East Africa Packaging shall not be liable for:

• Any indirect, incidental, or consequential loss arising from the use or inability to use our website or products.
• Loss of profit, revenue, data, or business opportunity.
• Losses resulting from incorrect product selection - it is your responsibility to verify that a product is suitable for your needs before ordering.
• Website downtime or interruptions caused by events outside our reasonable control.

Our total liability in respect of any claim arising from a purchase shall not exceed the amount you paid for the specific product giving rise to the claim.

Indemnification

You agree to indemnify us against all losses, damages, costs, liabilities, and expenses (including reasonable legal costs) incurred arising directly or indirectly out of your use of our website in breach of these terms, any content you submit that infringes third-party rights, or any fraudulent or unlawful activity carried out through your account.

Breaches of These Terms

If you breach these terms, or if we reasonably suspect you have, we may temporarily suspend or permanently prohibit your access, block your IP or device, suspend or delete your account, cancel pending orders (refunding where appropriate), or commence legal action.

Where we suspend or block your access, you must not attempt to circumvent it, including by creating a new account. We reserve the right to discontinue or alter any part of our website services at any time.

Governing Law & Disputes

These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes shall be subject to the exclusive jurisdiction of the courts of Kenya.

We encourage you to contact us directly before escalating any dispute - most issues can be resolved quickly and informally.

General Provisions

Entire agreement. These terms, together with our Privacy Policy, constitute the entire agreement between you and us in relation to your use of our website and the purchase of our products.

Severability. If any provision is found unlawful or unenforceable, the remaining provisions continue in full force and effect.

No waiver. Our failure to enforce any right or provision shall not constitute a waiver of it.

Assignment. We may assign or transfer our rights and obligations without your consent, provided your rights are not materially affected. You may not assign yours without our prior written consent.

Notices. We may communicate with you electronically, by posting notices on our website or by email to your registered address.

Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes in our business, applicable law, or best practices. The "Last updated" date above will be revised accordingly.

Where changes are material, we will notify registered account holders by email where reasonably practicable. Continued use of our website after revised terms are published constitutes your acceptance of the updated terms.

Questions & Enquiries

If you have any questions about these terms or your order, get in touch:

Email: info@eastafricapackaginghub.co.ke
Phone: +254 704 736 664
Address: Kenya House Complex, Koinange Street, Nairobi, Kenya