Terms & Conditions

Effective date: 27 October 2026

These terms govern your use of the NEEMALK SUPERMARKET UMOJA website and the ordering, payment and delivery of goods through it. By placing an order you agree to these terms.

1. The store

NEEMALK SUPERMARKET UMOJA is a supermarket located at Umoja One, Nairobi, Kenya. Our phone number is +254 786 600 327 and our email is neemalksupermarket@gmail.com.

2. Orders & prices

• All prices are in Kenya Shillings (KSh) and are inclusive of VAT where applicable.
• Prices and availability may change at any time. We reserve the right to cancel or correct an order if a price is inaccurate.
• An order is only confirmed once payment has been verified. Until then it remains pending.
• We may refuse or limit orders where required (for example, quantity limits or suspected abuse).

3. Payment

• Payment is by M-Pesa STK Push. You pay the amount shown at checkout to the paybill/till shown on your phone.
• Your order is processed only after M-Pesa confirms the payment and the amount matches the order total.
• If you are charged but do not receive your order, contact us immediately for a full refund or re-delivery.
• Fraudulent or contested transactions will be investigated.

4. Delivery

• Delivery is available within and around Umoja, Nairobi.
• Delivery is free inside our Umoja free-delivery zone. Outside the zone, a fee of KSh 50 per kilometre of road distance applies (rounded up), calculated from the delivery address you provide.
• You are responsible for providing an accurate delivery address and location pin. If our rider cannot find the address, we will contact the phone number you provided.
• Delivery times are estimates, not guarantees. We will keep you updated on your order status.

5. Stock & substitution

• We sell from live store stock. Occasionally an item may be unavailable after you order; we will contact you before charging should that affect your total, or refund the difference for that item.
• We never knowingly sell more than we physically have.

6. Returns & refunds

• Perishable goods are non-returnable except when delivered damaged or unfit.
• If you receive a damaged, wrong or missing item, tell us within 24 hours of delivery (call/WhatsApp +254 786 600 327 or email neemalksupermarket@gmail.com), and we will replace it or refund it.
• Refunds are processed back to the same M-Pesa number used for payment within a reasonable time.
• Non-perishable, unopened items may be returned within 3 days with the receipt for exchange or refund.

7. Accounts

• Accounts are optional. You are responsible for keeping your password confidential.
• We may suspend accounts involved in suspected fraud or abuse.

8. Website use

• You agree not to misuse the website, attempt to interfere with its security, or scrape it at scale.
• Product images are illustrative; actual packaging may differ.

9. Limitation of liability

To the maximum extent permitted by law, our liability is limited to the value of the goods you purchased. We are not liable for indirect or consequential losses, or for delivery delays caused by events beyond our reasonable control.

10. Law

These terms are governed by the laws of the Republic of Kenya. Any disputes will first be handled through our customer care, then through the courts of Kenya.

11. Contact

Questions about these terms? Contact us at neemalksupermarket@gmail.com or +254 786 600 327.