Terms and conditions

About these terms

These terms cover purchases and use of the Kien website and iPhone and Android apps. Your seller is Kien Luxury Brands Private Limited, 5 Lomagundi Drive, Avondale, Harare, Zimbabwe. Contact info@kienapp.com for orders, returns or complaints. We supply only within Zimbabwe; customers abroad may purchase for a recipient in Zimbabwe.

Accounts and purchases are for people aged 18 or older. When creating an account or using Google entry, confirm that you agree to these terms and the privacy policy. The privacy policy explains how information is handled; this acknowledgement is not consent to advertising or a waiver of privacy rights. You may browse and keep a bag without an account.

Your account and responsible use

Give accurate account and recipient details, keep your credentials secure and tell us promptly about suspected unauthorised use. Share another person's delivery details only when you are entitled to do so. Do not misuse the service, interfere with security, impersonate another person or attempt fraudulent payments. We may restrict access reasonably to address abuse or security risks, while preserving rights relating to existing purchases.

Orders, prices and payment

Prices and payments are in USD. Review the items, sizes, quantities, delivery choice and total before confirming checkout. The displayed checkout total includes the stated delivery charge and any applicable taxes included in the price. We do not add undisclosed charges after you order.

A bag or payment initiation does not guarantee a sale. We check price and stock when creating your order and reserve items for 30 minutes. Acceptance occurs when we confirm verified payment and availability; a pending payment or test-order message is not acceptance. If payment arrives after stock is released, we will confirm availability or refund an unavailable purchase. We will not substitute products without your agreement.

Paynow handles payment credentials. Returning from Paynow does not by itself prove payment; we verify its result. If a charge appears without an order confirmation, contact us before paying again. Clearly labelled test payments and order previews do not create orders for fulfilment.

If we discover a material pricing or product error, we will explain it and offer the corrected purchase for your agreement or cancel and refund money received, subject to your statutory rights. We will not unilaterally increase an accepted order's price. If we cannot supply an order, we will notify you promptly and provide the refund and any other remedy required by law.

Products and care

Product descriptions, size information and disclosed condition form part of your purchase. Screen colours and photography may vary slightly, but this does not excuse a materially different or misdescribed product. Follow the supplied care and use instructions. Damage caused by misuse, unauthorised alteration or ordinary wear is assessed separately from a defect that existed when supplied; statutory quality rights remain available.

Delivery and collection

Pickup is free at Cnr Speke and 2nd Street, Speke City Mall Shop 17, CBD, Harare. Harare doorstep delivery is free to USD 10, as quoted at checkout. Outside Harare, including Chitungwiza and Epworth, USD 15 covers delivery to a Kien agent in your selected Zimbabwean town for collection. The agent's collection address will be communicated after checkout. We do not deliver outside Zimbabwe.

Delivery or readiness for collection is estimated at 1–3 working days after verified payment, excluding weekends and public holidays. We will communicate a material delay. Estimates do not remove cancellation or other remedies available under law. Events genuinely outside our reasonable control may delay performance; we will take reasonable steps to resolve the problem and keep you informed.

Check the recipient's phone number, address or collection town before paying. Contact us promptly to request changes; changes depend on the order's progress. If an incorrect address or missed agreed delivery requires another trip, any reasonable additional charge must be explained and agreed before it is incurred. We remain responsible for delivery as required by law and do not automatically shift courier losses to you.

We will notify you when collection is ready and may ask for an order reference and reasonable proof that the collector is authorised. Contact us if you cannot collect. We will discuss arrangements rather than automatically forfeiting your payment. Inspect the items when reasonably possible and tell us promptly about missing or damaged goods; a delivery signature or delay in noticing a hidden defect does not waive statutory rights.

Cancellations, returns and refunds

For an electronic purchase, you may cancel without giving a reason or paying a penalty within the seven-day cooling-off period provided by section 53 of Zimbabwe's Consumer Protection Act. For goods, contact us within seven days after receipt. The only charge permitted under that provision is the direct cost of returning the goods. Where payment has been made, the statutory refund is due within fourteen days of cancellation.

If goods fail the statutory quality or safety requirements, section 11 allows their return within six months after delivery, without penalty and at the supplier's risk and expense, with repair, replacement or refund at the consumer's direction as the law provides. Further remedies apply if a repair fails. Wrong, missing, unsafe or materially misdescribed items and non-delivery are handled under the applicable consumer rights. These periods do not cut off any other remedy available under law.

To request a cancellation or return, email info@kienapp.com with your order reference and the items concerned. Describe any fault and include photographs if reasonably available; photographs are not a blanket condition for a statutory remedy. We will explain the return address and arrangements. Do not assume the collection shop is the return destination without checking. Keep items reasonably safe while arranging the return.

We assess each request fairly and refund money where required, normally through the original payment route where available. We will agree a suitable alternative if that route cannot receive the refund. A compulsory store credit, arbitrary restocking penalty or a blanket requirement for unopened original packaging will not replace a statutory refund right. Any additional goodwill exchange outside legal entitlements is considered individually.

Liability and service availability

Nothing in these terms excludes or limits a consumer right, statutory product warranty, required refund or liability that cannot lawfully be excluded or limited. We do not exclude liability for fraud, deliberate wrongdoing, gross negligence, or death or personal injury caused by our negligence. Mandatory protections take priority over conflicting wording.

To the extent permitted by applicable law and only where fair and reasonable, Kien is not responsible for business profits or opportunities you lose through a personal shopping purchase, losses that were not reasonably foreseeable when the contract was made, or damage caused solely by your misuse of a product or the service. This does not excuse our own breach or remove recoverable losses under consumer law.

We take reasonable care to keep the service available and accurate, but uninterrupted access cannot be guaranteed. We may carry out maintenance or correct errors. A website outage or third-party service failure does not remove our obligations for money received or accepted orders. We do not impose a general requirement that customers indemnify Kien for all claims.

Complaints and disputes in Zimbabwe

Contact info@kienapp.com with your order reference and the outcome you seek. We aim to acknowledge complaints within two working days and resolve them within fourteen days, or explain the next steps. This process does not suspend statutory deadlines or prevent an urgent application or a complaint to a competent authority.

These terms are governed by Zimbabwean law, subject to mandatory consumer protections that apply to your transaction. We favour resolving disputes through direct discussion, then conciliation through the Consumer Council of Zimbabwe or another competent consumer body. Consumer arbitration may follow under Zimbabwe's Consumer Protection Act and Arbitration Act where properly agreed or referred under the statutory process.

If we and the customer choose private arbitration, we will make a separate written agreement identifying the dispute, an independent arbitrator, applicable rules, reasonable costs and Harare, Zimbabwe, as the seat, with remote participation where appropriate. Agreeing to these shopping terms does not by itself force every customer into private arbitration or waive access to statutory complaint bodies, competent courts, urgent relief or the lawful review and enforcement of an award. We will not make the customer pay all arbitration costs automatically.

Website content and external services

Kien's branding, photographs and website or app content may be used for personal shopping. Do not reproduce or exploit them commercially without the relevant owner's permission. Third-party brand rights remain with their owners. Google sign-in, Google address tools and Paynow are also subject to their applicable provider terms; those terms do not remove Kien's obligations as seller.

Changes and the applicable version

The version accepted when your order is placed applies to that purchase. We may update terms for future use and will highlight material changes where required. Updated terms do not retrospectively remove rights from an existing order. If a provision is invalid, the remaining provisions continue only to the extent lawful and workable. Failure to enforce a provision once does not waive future lawful enforcement. Our privacy policy is available alongside these terms.