Our Promise

We want you to be completely satisfied with every Lea Organics purchase. If something isn't right, reach out to us within 24 hours of receiving your order and we will make it right.

Eligibility for Returns

To be eligible for a return or exchange, your item must:

• Be reported within 24 hours of delivery or collection
• Be unused and unopened, in its original packaging
• Be accompanied by proof of purchase (order number or M-Pesa receipt)

Due to the sensitive nature of skincare and baby products, we cannot accept returns on items that have been opened or used, for hygiene and safety reasons.

Damaged or Defective Products

If your product arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with a clear photo of the item and packaging. We will arrange a full replacement or refund at no cost to you.

How to Initiate a Return

1. WhatsApp us on 0700 575 997 with your order number and reason for return
2. We will respond with return instructions within 24 hours
3. Drop off at Starmall, 3rd Floor, Shops C1 & C2, next to Imenti House, Nairobi (Mon–Fri 8:30am–7pm, Sat 9:30am–6pm)

Refunds & Exchanges

Once your return is received and inspected, we will notify you within 1–2 business days.

• M-Pesa refunds are processed within 5–7 business days to the number used at checkout
• Exchanges are dispatched within 2–3 business days of receiving your return
• Delivery fees are non-refundable

Non-Returnable Items

• Opened or used skincare products
• Items purchased during a clearance or final sale
• Gift cards or promotional vouchers

Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Changes take effect immediately upon posting to this page. Your continued use of our website or services after any update constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

Who We Are

Lea Organics Kenya (“we”, “us”) makes natural skincare for babies and children. We are the data controller for the personal information collected through leaorganics.co.ke and our shop at Starmall, 3rd Floor, Shops C1 & C2, Nairobi. We handle your information in line with the Kenya Data Protection Act, 2019.

What We Collect

• Contact details: your name, email address and phone number, when you check out or create an account.
• Delivery details: your delivery area and street address, or the Pick Up Mtaani agent you choose. If someone else will collect or receive the order, their name and phone number, which you give us with their agreement.
• Order and payment details: what you bought, the amounts, and your M-Pesa number and transaction reference. We never see or store your M-Pesa PIN.
• Account details: if you create an account, your password is stored scrambled (hashed), so not even our staff can read it.
• Messages you send us: order notes, return requests, and questions by email, WhatsApp or our website assistant.
• Technical details: your device's IP address, used briefly to keep the site secure (for example, to block repeated failed logins).

We do not knowingly collect information from children. Our customers are parents and carers, and orders must be placed by an adult.

How We Use It

• To fulfil your order: preparing your items, arranging delivery or collection, and taking payment.
• To keep you updated: order confirmations, payment receipts, dispatch notices and tracking codes, sent by email. These are part of your order, so they can't be switched off while an order is active.
• To run your account: showing your order history and saved address.
• To handle returns and refunds, under our Refund Policy.
• To answer your questions and resolve complaints.
• To prevent fraud: matching M-Pesa payments to orders before dispatch, and protecting accounts.
• To meet legal duties, such as keeping sales records for tax.

We only send marketing messages, such as new product news or offers, if you have agreed to receive them. You can stop them at any time by emailing us.

Our Website Assistant

The “Ask us” chat on our website is an AI assistant that answers questions about our products, delivery and orders. What you type is sent to our AI provider, Anthropic, to produce a reply. We do not save your chat, and it disappears when you close the browser tab. Anthropic keeps messages only for a limited time under its own policy and does not use them to train its AI.

Please don't share your child's medical details or payment details in the chat. For anything about a skin condition, speak to a doctor.

Who We Share It With

We never sell or rent your personal information. We share only what each partner needs to do their job:

• Pick Up Mtaani and our riders: your name, phone number, and delivery address or agent (or the name and phone of the person collecting it), to get your order to you.
• Paystack (Paystack Payments Kenya Limited, our payment provider, licensed by the Central Bank of Kenya) and Safaricom M-Pesa: your email address, phone number, order number and the amount, to take and confirm your payment.
• Our email provider (Resend): your name, email address and order details, to send order emails.
• Anthropic: only what you type into the website assistant.
• Google, only if you choose “Continue with Google”: Google tells us your name, email address and that the email is confirmed, so we can create or open your account. We don't get your Google password, contacts or anything else, and we don't share your orders with Google.
• Our hosting and security providers: our servers, and Cloudflare, which protects the site and speeds it up, process data on our behalf.
• The authorities, only when Kenyan law requires it.

Storage Outside Kenya

Some of these providers, including our hosting, email and AI providers, store or process data on servers outside Kenya, such as in the European Union and the United States. Where this happens, we use providers with strong security and data protection commitments, as the Data Protection Act requires.

How Long We Keep It

• Your account: until you delete it. You can do this yourself under My Account → Profile. If you don't confirm your email within 7 days of signing up and haven't placed an order, we delete the account automatically.
• Order and payment records: 5 years, because Kenyan tax law requires us to keep sales records. If you delete your account, your orders are unlinked from it but kept for this period.
• Password reset links: they expire after 1 hour. Email confirmation links expire after 48 hours.
• Website assistant chats: not kept by us.

Keeping It Safe

Our website uses an encrypted connection (HTTPS), passwords are hashed, and only authorised Lea Organics staff can see customer orders. No system is perfectly secure. If a breach affects your information, we will tell you and the Office of the Data Protection Commissioner as the law requires.

What Is Saved on Your Device

We don't use advertising or tracking cookies, and we don't use analytics that follow you around the web. To make the site work, your browser stores a few things on your own device:

• Your cart, so items stay in it between visits.
• Your login, which keeps you signed in for up to 30 days, or until you log out.
• Your checkout details, but only if you tick “Save this information for next time”. Untick it on your next order to remove them.
• Your website assistant chat, until you close the tab.

You can clear all of this at any time by clearing your browser's site data for leaorganics.co.ke.

Your Rights

Under the Data Protection Act, you can:

• Ask for a copy of the personal information we hold about you
• Ask us to correct anything that is wrong or incomplete
• Ask us to delete your information, except records the law requires us to keep
• Object to, or ask us to limit, how we use your information
• Withdraw your consent to marketing at any time
• Ask for your information in a format you can take elsewhere

Email [email protected] and we will reply within 7 days. If you are unhappy with our answer, you can complain to the Office of the Data Protection Commissioner (odpc.go.ke).

Changes to This Policy

If we change how we use your information, we will update this page and the date at the top. For significant changes, we will also let account holders know by email.

About These Terms

These terms apply when you use leaorganics.co.ke or buy from Lea Organics Kenya, Starmall, 3rd Floor, Shops C1 & C2, Nairobi. By placing an order you agree to them, together with our Refund Policy, Shipping Policy and Privacy Policy. Nothing in these terms takes away your rights under the Consumer Protection Act, 2012 or other Kenyan law.

Our Products

• Our products are for external use only, on babies and children with dry or eczema-prone skin.
• They are skincare products, not medicines. They are not intended to diagnose, treat, cure or prevent any medical condition.
• Every product page lists its ingredients. Please check them for anything your child is allergic to.
• Before first use, try a small amount on a patch of skin and wait 24 hours. Stop using a product if redness, rash or irritation appears.
• Do not use on broken or bleeding skin, and keep products away from the eyes.
• For a serious, spreading or long-lasting skin problem, see a doctor.

Product photos are as accurate as we can make them, but colours and textures can look slightly different on your screen.

Placing an Order

• You must be 18 or older to place an order.
• Your order is accepted once we confirm it, on screen and by email. Until then, we may decline it, for example if an item has just sold out or a price was shown incorrectly.
• If we can't fulfil an order after you have paid, we will tell you and refund you in full.
• Please check your contact and delivery details before placing your order. We can't be responsible for delays caused by incorrect details.

Prices

All prices are in Kenyan Shillings (KES) and include any taxes that apply. Delivery fees are shown separately at checkout before you pay. We may change prices at any time, but the price you pay is the one shown when you placed your order. If a price is clearly wrong, for example a typing error, we will contact you before processing the order, and you can choose to cancel.

Payment

• M-Pesa prompt (STK Push): a payment request is sent to your phone when you place your order.
• M-Pesa Paybill: after you place your order we show a Paybill number and an account number for that order. Pay the exact order total.
• Pay on delivery: cash to the rider, for rider deliveries in Nairobi only.

Paid orders are prepared once payment is confirmed. Orders that remain unpaid for 24 hours may be cancelled.

Delivery, Returns and Refunds

Delivery options, fees and timeframes are set out in our Shipping Policy. Returns, damaged items and refunds are covered by our Refund Policy.

Your Account

When you create an account, we email you a link to confirm your address. You can shop straight away, but if you don't confirm within 7 days and haven't placed an order, the account is removed. You're welcome to sign up again. Accounts that have placed orders are never removed for this reason. Keep your password private, because you are responsible for orders placed through your account. If you think someone else has used it, change your password and contact us. You can delete your account at any time under My Account → Profile.

Our Website Assistant

The “Ask us” chat is an AI assistant that helps with questions about our products, delivery and orders. It can make mistakes. Product pages, the checkout and these policies are always the final word on prices, stock and terms. The assistant does not give medical advice. For your child's health, speak to a doctor.

Using Our Website

Please don't misuse the website. For example, don't attempt to access other people's accounts, interfere with how the site works, or copy large parts of it automatically. We may suspend accounts that are used this way.

Our Content

Our name, logo, product photos, descriptions and website design belong to Lea Organics Kenya. Please don't reuse them without our written permission. You are welcome to share links to our pages.

Our Responsibility to You

We are responsible for supplying products that match their description and are safe when used as directed. If we fail to do so, you are entitled to the remedies set out in our Refund Policy and under Kenyan law. Otherwise, as far as the law allows, we are not responsible for:

• Losses that were not a foreseeable result of our failure
• Reactions caused by a product being used other than as directed, or despite a listed ingredient you knew to avoid
• Delays or problems caused by events outside our reasonable control

This does not limit our responsibility for death or personal injury caused by our negligence, or anything else the law does not allow us to limit.

Disputes

If something goes wrong, please contact us first, and we will do our best to put it right quickly. These terms are governed by the laws of Kenya, and any dispute will be handled by the Kenyan courts.

Changes to These Terms

We may update these terms from time to time, and will change the date at the top when we do. The terms that apply to your order are the ones shown when you placed it.