Terms and Conditions
ZENIX LUCKY GOODS LIMITED
Effective date: 28 October 2026 · Version 2026-10-28
Please read these Terms and the linked refund policy before placing an order.
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1. About us and these Terms
These Terms and Conditions govern use of zenix.co.ke and purchases from ZENIX LUCKY GOODS LIMITED, a company incorporated in Kenya ("ZENIX", "we", "us"). Contact us at zenix@zenix.co.ke or +254 793 946 866. The official WhatsApp channel linked on this website also handles customer-service requests. These Terms apply together with our Refund, Return & Order Cancellation Policy and Privacy notice. Mandatory consumer rights prevail over all website policies.
2. Eligibility and website use
You must be at least 18, or have lawful authority to act for the purchaser, and use an authorised payment method. Provide accurate account, contact and delivery details and keep your account secure. Do not impersonate others, submit fraudulent orders, interfere with website security, or use the website unlawfully. We may restrict misuse, without removing rights relating to existing orders.
3. Handmade products and descriptions
We sell paintings, stone and wood carvings, jewellery, textiles, gifts and bespoke pieces. Handmade materials may have reasonable variations in texture, grain, colour, pattern and dimensions. Catalogue and frame previews may be representative; request current photographs, dimensions and written specifications before paying where these are important. Variations do not excuse a material mismatch with the agreed description or a defect. Framing, customisation and included accessories are only as specified in your order.
4. Prices, currency and charges
The checkout or written quotation identifies the transaction currency, product price and any agreed framing, packing, shipping or insurance charges. Review the complete amount before authorising payment; do not assume that a displayed USD amount is KES. Your bank may apply its own exchange rate or fees. Destination import duties, taxes and clearance charges are payable by the recipient unless expressly included. We will not impose additional merchant charges without your agreement. If a material pricing or description error is discovered, we will contact you for approval of a correction or cancel and refund the affected payment.
5. Orders, availability and confirmation
Review and correct your selected products, amount, contact details and these Terms before payment. Unpaid baskets do not reserve a piece. An automated acknowledgement or bank debit alone does not guarantee allocation: payment and stock must be verified. We confirm acceptance and the agreed items through your order record or written confirmation. If payment is received but the piece cannot be supplied, we will notify you and arrange a refund; a substitute requires your agreement. Keep a copy of your order and the policies accepted. You can print or save these Terms using your browser.
6. Payments and saved cards
Use only the payment options and official instructions presented at checkout or confirmed by ZENIX. Payment may require bank authentication and fraud checks. Where saved-card functionality is offered, a reusable payment-provider authorisation is retained only with your consent; saving a card does not authorise an unrelated purchase or subscription. ZENIX does not store full card numbers or card security codes. Do not send those details by email or WhatsApp. If debited without confirmation, check your order or contact us before paying again. Payment-provider and card-network rights remain applicable.
7. Bespoke commissions
Before production, the written quotation or order should identify the agreed design, materials, dimensions, price, payment stages and estimated completion time. Changes require our written agreement and may affect price and timing. Personalised and commissioned items are subject to the agreed specifications and cancellation policy, without excluding remedies for defective goods, material non-conformity, non-delivery or other mandatory rights.
8. Shipping, delivery and customs
We arrange delivery to the address you confirm using the carrier agreed for your order. Follow the website instructions to enter and confirm your full delivery address after payment; we cannot dispatch until the necessary details are confirmed. Ask for the expected dispatch and transit times before paying if timing is essential. Estimates depend on production, carrier service and customs; we will communicate material delays. Tracking is provided when available. Customers must provide accurate recipient and customs information and cooperate with lawful clearance requirements. Non-delivery, refusal, non-collection and return-to-origin cases are handled under the refund policy and applicable law. Handover to a carrier does not eliminate our mandatory obligations to you.
9. Cancellation, returns and refunds
Under our published refund policy, you may request cancellation through the official ZENIX WhatsApp customer-service channel before physical handover to the carrier. A voluntary cancellation is effective only when we confirm it. After shipment, we do not accept cancellation or returns solely for a change of mind or another personal reason. This restriction does not remove statutory cancellation rights or remedies for defects, wrong goods, material misdescription or failure to deliver. Where a refund is due, it is generally returned to the original payment method; bank processing times vary. The detailed refund policy governs the operational procedure, subject always to mandatory law.
10. Wrong items, defects and transit damage
Inspect the parcel promptly and report a problem with your order reference, photographs, shipping label and packaging. For a wrong-item claim, please provide a continuous, unedited unboxing video showing the sealed parcel and contents where available, and retain the item and packaging for inspection. We assess all reliable evidence; lack of a video alone does not remove mandatory rights. Contact us before returning goods so we can arrange the appropriate procedure. We assist with carrier and insurer claims for transit damage; insurance processes do not replace any remedy we owe under applicable law.
11. Privacy and transaction records
We process personal information as described in our Privacy notice, including information needed for payments, delivery, fraud prevention and customer support. We may retain the order, policy version and acceptance time, payment reference, address confirmation, tracking, correspondence and relevant technical records, and provide relevant evidence to authorised payment providers, banks, carriers or authorities where permitted by law. Marketing consent is separate from agreement to these Terms.
12. Intellectual property
Website content, branding and product photography belong to ZENIX or their respective rights holders. You may view and retain content for personal shopping and order records. Buying a physical artwork does not transfer copyright or reproduction rights unless a separate written agreement expressly provides otherwise.
13. Responsibility and events beyond our control
We remain responsible for obligations imposed by applicable law. We do not exclude liability for fraud, deliberate misconduct or any liability that cannot lawfully be excluded. We are not responsible for losses caused solely by your unlawful use or inaccurate information, to the extent permitted by law. Events beyond reasonable control may affect performance; we will notify affected customers and seek a reasonable solution. Such events do not remove mandatory rights to cancellation, repayment or another remedy.
14. Complaints and governing law
For a complaint, contact zenix@zenix.co.ke with your order reference, the issue and the remedy requested, or use the official WhatsApp channel. We will investigate and respond through our customer-service channels. You retain access to your bank, payment provider, competent regulator and courts, including applicable card-dispute procedures. These Terms are governed by Kenyan law, including applicable consumer-protection law. Courts with lawful jurisdiction may hear disputes; no clause removes mandatory protections available to a customer under applicable law.
15. Changes and interpretation
Version: 28 October 2026. Changes apply to future orders from the stated effective date; they do not retrospectively alter an accepted order without lawful agreement. A specific written order agreement may supplement these Terms, subject to mandatory law. If a provision is unenforceable, the remaining provisions continue to the extent lawful. We will not treat silence or an unchecked box as acceptance of purchase terms.
ZENIX LUCKY GOODS LIMITED · Company No. PVT-8Z1K6OO3 · Third Floor, Longonot Place, L.R. No. 38/462, Kijabe Street, Nairobi, Kenya