TERMS AND CONDITIONS
We are committed to providing you with terms and conditions of sale which are easy to understand and which are fair to you. Your statutory rights are not affected by anything contained in these terms and conditions.
- 1.0 DEFINITIONS
“We/us” means DilRay LTD, the seller of the goods.
“You” means the customer acting as a consumer.
“Courier” means any such fulfillment courier as we may choose to use.
“Delivery date” means the date specified by us, the seller, when the goods are to be delivered, however time is not of the essence of this contract.
“Goods” means the items which you agree to buy from us, the seller.
- 2.0 TERMS OF SALE
The terms of sale shall apply to all contracts for the purchase of goods you by you from us, the seller, to the exclusion of all other terms and conditions which you may purport to apply under any sales offer or purchase order. These terms of sale supersede all previous agreements and understandings between the parties. Any amendment to the terms of sale will only be effective if signed by a director of DilRay LTD.
- 2.1 PLACING AN ORDER
All orders are subject to acceptance and availability. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorized user of the M-pesa number used to place your order and that you receive a confirmation of payment SMS from Safaricom . Once you have placed an order with us, you will receive an email from info@dilray.com acknowledging receipt of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it.
In the unlikely event that an item(s) from your order is unavailable, it will be substituted for an alternative product and you will not be charged for the item.
When placing your order we carry out a standard per-authorization check on your payment. We carry out security checks on all orders and may cancel your order should it fail these checks, upon which you will be notified.
A contract between you and DilRay LTD will not be formed until we send you a further SMS confirming that your order has been accepted and your goods have been dispatched. Only those goods listed in the confirmation SMS will be included in the contract formed.
We reserve the right not to accept your order in the event that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn.
- 2.2 CANCELLING AN ORDER
It’s worth noting that we are usually pretty quick at processing your order which means we are not able to make any amendments to your delivery address, the products you have ordered or cancel the order. You will receive an SMS when we have fulfilled your order and passed it over to our couriers to be delivered to you.
- 2.3 DELIVERY OPTIONS
COUNTRY WIDE ORDERS
We use courier companies for all our country wide orders. Cost of delivery is fixed and based upon your county. Delivery time estimates can be viewed in the checkout window. If you have any specific delivery requirements please make sure that you leave a note on your order and we will be more than happy to help.
You can find more information about delivery rates by calling us on +254723511022.
DELIVERY IN SALE
Please note that during our seasonal sales and periods of promotional activity along with circumstances beyond our control such as adverse weather, processing may take longer and certain services may be removed.
- 2.4 RETURNS & EXCHANGES
Please note that we do not offer refunds.
We offer exchanges on all online purchases returned in the condition in which they were sold within 7 days. To exercise your cancellation rights, you must notify us within 3 working days from the day after you received your order. However, please note that orders already delivered must be received back at our Distribution Centre before an exchange can be issued.
You should return your items via a secure and insured delivery services, as we cannot accept responsibility for goods not received. A proof of signature is required to confirm receipt. We recommend you keep your tracking number until your refund or exchange has been processed. Please note that all return postage costs are the responsibility of the customer.
We will refund postage for any faulty items returned to us, however we cannot accept liability for an item until it has been returned to us and has been confirmed as faulty.
For hygiene reasons please exercise care by not removing hygiene seals when examining goods. If you wish to exercise your cancellation rights in order to perform an exchange you must notify us within 24hrs from the day after you received your order. All products must be returned unworn, unsoiled and in a resalable condition.
We would ask that you exercise care when examining your goods and return all goods to us along with their original packaging to receive exchange.
Any protective casing received with your goods, such as protective coverings, bags and boxes should be returned along with your items in order to receive exchange.
Returns are usually processed within 48 hours of receipt. However, please note that during our seasonal sales and periods of promotional activity, processing may take longer. We cannot accept responsibility for items not received.
Before sending your product back, please contact us for a confirmation by calling us on +254723511022.
Note that we will not be responsible if you’ve sent a package back without a confirmation from our side.
Please also note that discounted items may be not accepted for a return!
- 2.5 PRE – ORDER ITEMS
We will endeavor to deliver any items, which have been pre-ordered as soon as they become available from the manufacturer. On placing an order for a pre-order item, we will SMS you with an anticipated delivery date; however this may be subject to change due to circumstances out of our control. We will keep you updated on any changes to the delivery date and you can request a refund at any time up until the point of dispatch at which our standard returns policy will apply.
If you have ordered several pre-order items at one time, we may deliver such items on different days at no additional cost to you.
- 2.6 PRICING & PROMOTIONS
Unfortunately, we cannot advise you in advance of reduced priced items or reimburse you the difference after your order has been accepted.
Please note that promotional codes cannot be used in conjunction with any other offer or promotion.
- 3.0 PRODUCT AUTHENTICITY
DilRay LTD only trades from our official www.dilray.com website.
- 4.0 DATA PROTECTION & PRIVACY POLICY
By using this website, you consent to us:
a) Passing your delivery address and telephone number to our courier in case they need to contact you directly if there is a problem with your delivery.
b) Contacting you by email or telephone in relation to you having placed an order or made an inquiry.
In performing any verification checks personal information provided by you may be disclosed to a registered Credit Reference Agency, which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly.
We may use information concerning you for payment recovery or to investigate any possible fraud in the event that M-pesa payments have been used in a fraudulent manner. Please note that we may be required to disclose information concerning you if requested to do so by the police.
All data you choose to save within your account for future purchases with us is stored securely.
- 5.0 PROHIBITIONS
You must not misuse this website. You will not: commit or encourage a criminal offense; transmit or distribute a virus or post any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of it; corrupt data; cause annoyance to other users; infringe upon the rights of any other person’s proprietary rights; send any unsolicited advertising or promotional material, or attempt to affect the performance or functionality of any computer facilities of or accessed through this website. Breaching this provision would constitute a criminal offense under the Computer Misuse Act 19.
We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this website or to your downloading of any material posted on it, or on any website linked to it.
DilRay LTD reserves the rights to take any customer account out of use at any time if it is believed that the website and the products and services available through it are being misused.
- 6.0 ONLINE SECURITY PREVENTION
DilRay LTD takes online fraud prevention very seriously and in doing so performs random security checks on ALL online purchases to protect our genuine customers from online identity theft.
In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. One of the purposes for which we may disclose your address and postcode details is to check against our Address verification process.
All Other online customers may be subject to random security checks. The checks must be complete before we can dispatch your items to you.
In the event that any of your security validation may be incorrect during any random security checks then other may require additional identification to verify your account. The Identification we accept is a valid identification card, driver’s license or a valid passport only. If you do choose to proceed with any of our online security checks, all information you give will be confidential and any identification received will be destroyed immediately.
- 7.0 PAYMENTS
At the moment, we are accepting payments using M-pesa and Credit/Debit Cards.
WE RESERVE THE RIGHT TO CANCEL ANY ORDER THAT DOES NOT COMPLY WITH THESE INSTRUCTIONS.