TERMS AND CONDITIONS OF SALE
- Last updated: 23 August 2026
- Welcome to Ralph Naturals.
- These Terms & Conditions govern your use of the Ralph Naturals website and your purchase of products through our online store.
- By accessing our website, placing an order, or purchasing products from Ralph Naturals, you agree to these Terms & Conditions. If you do not agree with these terms, please do not use our website or place an order.
- These Terms & Conditions apply to purchases made through the Ralph Naturals online store and should be read together with our Privacy Policy, Delivery Policy, Returns & Refunds Policy, and any other policies or information displayed on our website.
- 1. ABOUT RALPH NATURALS
- Ralph Naturals is an online retailer offering natural, herbal, personal-care, beauty and wellness-related products.
- For the purposes of these Terms & Conditions, "Ralph Naturals", "we", "us" or "our" refers to Ralph Naturals, while "customer", "you" or "your" refers to the person accessing the website or purchasing our products.
- 2. ACCEPTANCE OF THESE TERMS
- By using the Ralph Naturals website or placing an order through our online store, you acknowledge that you have read, understood and agreed to these Terms & Conditions.
- These Terms & Conditions form part of the agreement between Ralph Naturals and the customer concerning purchases made through our website.
- Where a mandatory provision of applicable law gives you a right that conflicts with these Terms & Conditions, that legal right will prevail.
- 3. USING OUR WEBSITE
- You may use our website only for lawful purposes and in accordance with these Terms & Conditions.
- You agree not to:
use the website for fraudulent, unlawful or abusive purposes;
attempt to interfere with the security or operation of the website;
introduce malicious software, code or other harmful material;
attempt to gain unauthorised access to our systems or accounts;
copy, reproduce or commercially exploit website content without permission;
provide false or misleading information when placing an order; or
use the website in a manner that could damage, disable, overburden or impair its operation.
product colours and appearance may vary slightly depending on your device or screen;
packaging, labelling or presentation may occasionally change;
natural products may vary in colour, texture, aroma or appearance between batches; and
product availability may change without prior notice.
a suitable replacement or alternative product;
another arrangement agreed with you; or
a refund of any amount paid for the unavailable product.
select the products you wish to purchase;
add them to your shopping cart;
review the products, quantities and prices in your cart;
provide the required customer and delivery information;
select an available payment and delivery method;
review your order carefully; and
submit the order.
a product is unavailable;
there is a genuine pricing or product information error;
the required payment cannot be verified;
delivery information is materially incomplete or incorrect;
we reasonably suspect fraudulent or unauthorised activity; or
circumstances beyond our reasonable control prevent us from fulfilling the order.
you must pay the amount required for the selected payment arrangement;
payment instructions displayed during checkout should be followed carefully;
you should retain your M-Pesa transaction confirmation;
payment must be successfully received and verified by Ralph Naturals before the applicable order stage can proceed; and
an order may be cancelled if the required payment is not received or cannot be verified within a reasonable period.
the delivery fee must be received and verified by Ralph Naturals before dispatch;
the product balance will be payable by the customer to the Pickup Mtaani agent upon collection;
the customer will not be required to pay the product balance to Ralph Naturals before dispatch;
the order will be sent to the Pickup Mtaani collection point agreed with the customer; and
the customer must pay the outstanding product balance before the order can be collected, in accordance with the applicable Pickup Mtaani COD process.
public holidays;
weekends;
adverse weather;
traffic or road conditions;
courier delays;
incorrect or incomplete delivery information;
difficulty contacting the customer; or
other unforeseen circumstances.
Ralph Naturals will contact the customer after the order has been received and the required payment before dispatch has been verified.
Ralph Naturals will communicate with the customer to confirm a suitable Pickup Mtaani collection point.
The order will be dispatched to the agreed collection point.
The customer will receive relevant collection information through the available communication channel.
Where COD applies, the customer must pay the outstanding product balance to the Pickup Mtaani agent before collecting the order.
The customer is responsible for collecting the order from the designated collection point within the period specified by the courier.
full name;
telephone number;
delivery location;
preferred Pickup Mtaani location where applicable; and
any other information reasonably required to complete delivery.
the wrong product;
a missing product;
visibly damaged goods; or
a product that appears materially different from what was ordered,
replacement of the affected product;
correction of the order;
a refund; or
another appropriate remedy.
incorrect information supplied by a customer;
misuse of a product;
failure to follow product instructions;
unauthorised use of a customer's account;
delays caused by circumstances outside our reasonable control; or
failures of third-party services outside our reasonable control.
-
We reserve the right to restrict or terminate access to the website where reasonably necessary to protect our business, customers, website or systems.
4. PRODUCT INFORMATION
We make reasonable efforts to ensure that product descriptions, photographs, prices, sizes, ingredients and other information displayed on our website are accurate and up to date.
However:
We reserve the right to correct genuine errors or inaccuracies on the website.
Where a product has specific instructions, warnings, ingredients or usage information, customers should read and follow the information provided with the product before use.
5. NATURAL AND HERBAL PRODUCTS
Many products sold by Ralph Naturals are natural, herbal, cosmetic, personal-care or wellness products.
Natural or herbal origin does not mean that a product is suitable for every person.
Customers are responsible for reading product labels, ingredients, directions and warnings before using a product.
If you have allergies, sensitivities, dietary restrictions, are taking medication, have an existing medical condition, or have any other concern about whether a product is suitable for you, you should seek appropriate professional advice before using it.
Unless expressly stated otherwise, information provided on our website about natural, herbal, cosmetic or wellness products is provided for general informational purposes and is not intended to constitute medical advice, diagnosis or treatment.
Ralph Naturals does not represent that a product will prevent, cure or treat any particular disease or medical condition unless such claim is expressly permitted and supported by applicable law.
6. PRODUCT AVAILABILITY
All products are subject to availability.
Adding a product to your shopping cart does not guarantee that the product will remain available until checkout or payment.
If a product becomes unavailable after an order has been placed, we may contact you and offer:
7. PRICES
All prices displayed on our website are stated in Kenyan Shillings (KES) unless otherwise indicated.
The price applicable to your order is the price displayed at checkout when you submit your order, subject to correction of genuine pricing errors.
Applicable delivery charges will be displayed at checkout before you complete your order.
We reserve the right to change product prices at any time. A price change will not affect an order that has already been accepted and confirmed, except where a genuine error has occurred or applicable law requires otherwise.
8. PLACING AN ORDER
To place an order, you should:
You are responsible for ensuring that the information provided during checkout is accurate and complete.
Before submitting an order, you should check the products, quantities, delivery information, payment method and total amount payable and correct any errors.
Submitting an order constitutes a request to purchase the selected products. An order is not necessarily accepted merely because it has been submitted.
9. ORDER CONFIRMATION AND ACCEPTANCE
After you submit an order, we may send an order acknowledgement or confirmation to the contact details you provided.
An order becomes eligible for processing once Ralph Naturals has received the required payment and confirmed that the order can be fulfilled.
We reserve the right to decline or cancel an order where reasonably necessary, including where:
If we cancel an order for which payment has already been received, we will arrange an appropriate refund of the affected amount, subject to applicable law.
10. PAYMENT
Payment must be made using one of the payment methods made available at checkout.
For manual payments using M-Pesa – Pochi la Biashara:
A payment confirmation message or M-Pesa transaction record does not by itself guarantee that an order has been accepted if the payment does not correspond to a valid order.
If you accidentally pay the wrong amount or use incorrect payment details, contact Ralph Naturals as soon as possible with the relevant transaction information.
11. PAYMENT VERIFICATION
For manual payments, Ralph Naturals may verify the payment against the relevant order details before processing or dispatching the order.
You should never provide your M-Pesa PIN, password or other confidential payment authentication credentials to Ralph Naturals.
Ralph Naturals will not ask you to disclose your M-Pesa PIN.
12. DELIVERY
Ralph Naturals provides delivery services across Kenya.
For deliveries within Nairobi CBD, orders may be fulfilled through the Ralph Naturals delivery service.
For other locations, Ralph Naturals primarily uses third-party courier services, including Pickup Mtaani, and may use other courier services where appropriate.
The delivery method used may depend on the customer's location, availability of the service, order requirements and other practical considerations.
13. DELIVERY CHARGES
Applicable delivery charges will be displayed at checkout before you complete your order.
Delivery charges may vary depending on the delivery location and delivery method available for that location.
You will be able to review the applicable delivery charge and total amount payable before submitting your order.
14. DELIVERY PAYMENT AND CASH ON DELIVERY
The payment arrangement for an order depends on the delivery method selected.
14.1 Pickup Mtaani — Cash on Delivery
Where an order is delivered through Pickup Mtaani, the applicable delivery fee must be paid to Ralph Naturals before the order is dispatched.
The remaining amount for the products may be paid through Cash on Delivery (COD) to the Pickup Mtaani agent when the customer collects the order, where COD has been agreed and is available for the order.
Under this arrangement:
Customers should ensure that they have the required amount available when collecting their order.
14.2 Ralph Naturals Delivery Service — Nairobi CBD
Where an order is delivered using the Ralph Naturals delivery service within Nairobi CBD, the applicable payment arrangement will be communicated to the customer before dispatch.
Where Cash on Delivery is offered for a Nairobi CBD delivery, the customer must pay the applicable outstanding amount to the Ralph Naturals delivery representative upon receipt of the order.
14.3 Other Courier Services
For deliveries made through other third-party courier services, full payment of the order, including the applicable delivery fee, must be received and verified by Ralph Naturals before the order is dispatched.
Orders will not be dispatched through other courier services until the required payment has been successfully received and verified.
14.4 Changes to Payment Arrangements
The availability of Cash on Delivery may depend on the courier service, destination, order and other operational considerations.
Ralph Naturals may require full payment before dispatch where Cash on Delivery is unavailable or cannot reasonably be provided.
Where the payment arrangement for an order needs to be changed, Ralph Naturals will communicate the change to the customer before dispatch.
15. DELIVERY TIMEFRAME
Our standard estimated delivery timeframe is 2–3 business days after the order is ready for dispatch and the payment required before dispatch has been received and verified.
For Pickup Mtaani orders, the delivery timeframe begins after the applicable delivery fee has been received and verified and the order is ready for dispatch.
For other courier services, the delivery timeframe begins after full payment has been received and verified and the order is ready for dispatch.
Delivery times are estimates and may occasionally be affected by circumstances beyond our reasonable control, including:
16. PICKUP MTAANI DELIVERY
Where Pickup Mtaani is used:
Customers should not assume that an order will be sent to a particular Pickup Mtaani location unless that location has been confirmed with Ralph Naturals.
17. NAIROBI CBD DELIVERY
For eligible orders within Nairobi CBD, Ralph Naturals may use its own delivery service.
The customer will be contacted using the information provided during checkout where necessary to coordinate delivery.
The customer should ensure that they or an authorised person is available to receive the order at the agreed delivery location.
18. COURIER DELIVERY
For locations outside areas served directly by Ralph Naturals, orders will generally be delivered through a suitable third-party courier.
While Pickup Mtaani is our primary courier option for many locations, Ralph Naturals may use an alternative courier where appropriate.
Where another courier is used, the applicable payment requirements communicated to the customer before dispatch will apply.
19. CUSTOMER DELIVERY INFORMATION
Customers are responsible for providing accurate and complete delivery information.
This may include:
Ralph Naturals will not be responsible for delivery problems resulting solely from incorrect, incomplete or outdated information supplied by the customer.
20. FAILED DELIVERY OR COLLECTION
If a customer is unavailable for delivery, cannot be contacted, provides incorrect delivery information, or fails to collect an order from an agreed collection point, delivery may be delayed or the order may be returned to Ralph Naturals or the courier's facility.
Where an additional delivery or re-dispatch charge is reasonably incurred because of circumstances attributable to the customer, the customer may be responsible for that additional charge, subject to applicable law and prior communication where reasonably possible.
For Pickup Mtaani orders, failure to collect an order may also result in the order being returned in accordance with the courier's applicable procedures.
21. RECEIVING YOUR ORDER
Customers should check their order when it is received or collected.
If you receive:
please contact Ralph Naturals as soon as reasonably possible with your order details and information about the issue.
Where appropriate, photographs or other information may be requested to help us investigate the matter.
Reporting an issue promptly helps us resolve it efficiently and does not affect any rights you may have under applicable law.
22. RETURNS AND REFUNDS
Ralph Naturals aims to supply products that correspond with their descriptions and are of acceptable quality.
Where a product is defective, damaged, incorrect, materially different from what was ordered, or otherwise gives rise to a remedy under applicable law, please contact Ralph Naturals promptly so that we can assess the issue and provide an appropriate remedy.
Depending on the circumstances and applicable law, the remedy may include:
For health, hygiene and personal-care reasons, opened or used products may not be eligible for return where applicable law permits such a restriction, unless the product is defective, unsafe, incorrect, or otherwise subject to a statutory remedy.
Nothing in these Terms & Conditions is intended to exclude or restrict a consumer right that cannot legally be excluded.
23. REFUND PROCESS
Where a refund is approved, Ralph Naturals will communicate the applicable refund process to the customer.
Where possible, refunds will generally be made using the same payment method used for the original transaction, unless another method is agreed or required by applicable circumstances.
The time required for a refund to appear in a customer's account may depend on the payment provider or financial institution involved.
Where a refund relates to a defective, incorrect or damaged product, Ralph Naturals may request reasonable information needed to verify the issue and process the refund.
24. ORDER CANCELLATION
If you wish to cancel an order, contact Ralph Naturals as soon as possible and provide your order number.
We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or dispatched.
Once an order has been dispatched to a courier or delivery service, cancellation may no longer be possible and the matter may instead be handled under the applicable returns/refunds process and applicable consumer rights.
Nothing in these Terms & Conditions limits any cancellation right provided to a consumer by applicable law.
25. PRODUCT USE AND CUSTOMER RESPONSIBILITY
Customers are responsible for using products in accordance with the instructions, labels, warnings and directions supplied with the product.
Do not use a product for a purpose for which it was not intended.
Where a product is intended for external use only, it should not be consumed.
Customers should discontinue use of a product and seek appropriate assistance if they experience a serious or unexpected reaction.
Ralph Naturals is not responsible for misuse of products, use contrary to product instructions, or use for a purpose for which the product was not intended, except to the extent liability cannot lawfully be excluded.
26. WEBSITE CONTENT AND INTELLECTUAL PROPERTY
The text, photographs, graphics, logos, designs, product information and other materials appearing on the Ralph Naturals website are owned by or licensed to Ralph Naturals unless otherwise stated.
You may view and use website content for your personal, non-commercial shopping purposes.
You may not reproduce, modify, distribute, publish, sell or commercially exploit our website content without prior written permission, except where permitted by applicable law.
27. CUSTOMER ACCOUNTS
Where the website permits you to create an account, you are responsible for maintaining the confidentiality of your account information and for activity carried out through your account.
You should notify Ralph Naturals if you believe your account has been accessed without authorisation.
We may suspend or terminate an account where reasonably necessary, including where the account is used fraudulently, unlawfully or in violation of these Terms & Conditions.
28. PERSONAL INFORMATION AND PRIVACY
We collect and use customer information as reasonably necessary to operate our website, process orders, receive payments, arrange deliveries, communicate with customers, provide customer support and comply with legal obligations.
Personal information will be handled in accordance with applicable Kenyan data protection law and Ralph Naturals' Privacy Policy.
Information provided during checkout may be shared with relevant service providers where reasonably necessary to fulfil an order, including payment and delivery providers.
We will not request your M-Pesa PIN or other confidential payment authentication credentials.
For more information about how personal information is handled, please refer to our Privacy Policy.
29. THIRD-PARTY SERVICES
Our website may rely on third-party services, including payment providers, delivery providers, hosting services, communication services and other technology providers.
Where a third-party service is required to complete a transaction or provide a service, that third party may have its own terms and policies.
Ralph Naturals is not responsible for independent failures of third-party systems that are outside our reasonable control, although we will make reasonable efforts to assist customers in resolving transaction or delivery issues.
30. WEBSITE AVAILABILITY
We aim to keep the Ralph Naturals website available and functioning properly.
However, we do not guarantee that the website will always be available, uninterrupted, secure or error-free.
Temporary unavailability may occur because of maintenance, technical problems, hosting issues, internet disruptions, security incidents or other circumstances beyond our reasonable control.
31. LIMITATION OF LIABILITY
Nothing in these Terms & Conditions excludes or limits liability where such exclusion or limitation is prohibited by applicable law.
Subject to applicable law, Ralph Naturals will not be responsible for losses arising solely from:
Where Ralph Naturals is legally responsible for a loss, our liability will be limited to the extent permitted by applicable law.
32. EVENTS OUTSIDE OUR CONTROL
Ralph Naturals will not be responsible for failure or delay in performing an obligation where the failure or delay results from circumstances reasonably beyond our control.
Such circumstances may include natural disasters, extreme weather, epidemics, government action, civil disturbances, interruptions to transportation or telecommunications, power failures, internet disruptions, cyber incidents, payment-system failures, courier disruptions or other unforeseen events.
Where such an event affects an order, Ralph Naturals will make reasonable efforts to communicate with the customer and find an appropriate solution.
33. COMPLAINTS AND CUSTOMER SUPPORT
If you have a complaint, question or concern regarding an order, payment, delivery or product, please contact Ralph Naturals through the contact details provided on our website.
When contacting us about an order, please provide your order number and sufficient information to help us identify and investigate the issue.
We aim to handle complaints fairly and within a reasonable period.
34. DISPUTE RESOLUTION
We encourage customers to contact Ralph Naturals first so that we can attempt to resolve any complaint or dispute amicably.
Nothing in these Terms & Conditions prevents a consumer from exercising any right or remedy available under applicable Kenyan law or from approaching a competent regulatory authority or court where appropriate.
35. GOVERNING LAW
These Terms & Conditions are governed by the laws of the Republic of Kenya.
Any dispute that cannot be resolved amicably will be subject to the jurisdiction of the competent courts or other legally authorised dispute-resolution mechanisms in Kenya, subject to any mandatory consumer rights under applicable law.
36. CHANGES TO THESE TERMS & CONDITIONS
Ralph Naturals may update these Terms & Conditions from time to time to reflect changes to our business, website, products, payment methods, delivery arrangements or applicable legal requirements.
The latest version will be published on the Ralph Naturals website.
Changes will not retrospectively alter rights or obligations that have already arisen from an accepted order, except where required by applicable law.
37. SEVERABILITY
If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, that provision will be interpreted or modified to the extent necessary to make it lawful where possible.
The remaining provisions will continue to apply.
38. ENTIRE AGREEMENT
These Terms & Conditions, together with the information provided during checkout, the applicable order confirmation, our Privacy Policy, Delivery Policy, Returns & Refunds Policy and any other policies expressly incorporated into the transaction, form the basis of the agreement between Ralph Naturals and the customer concerning the relevant purchase.
Where there is a conflict between these Terms & Conditions and a mandatory requirement of applicable law, the mandatory legal requirement will prevail.
39. CONTACTING RALPH NATURALS
For questions regarding these Terms & Conditions, orders, payments, deliveries, returns or refunds, please use the contact information provided on the Ralph Naturals website.
When contacting us about a specific order, please include your order number so that we can assist you efficiently.
Ralph Naturals
Website: https://www.ralphnaturals.com/
Nature's touch for good health.