TERMS AND CONDITIONS

Last updated: 28 June 2026

1. About these terms

These Terms and Conditions apply to the use of the Soul & Hands website and to purchases made through our online store.

Throughout these terms, “Soul & Hands,” “we,” “us” and “our” refer to the operator of the Soul & Hands online store.

By visiting our website, placing an order or using our services, you agree to these Terms and Conditions together with our:

• Shipping Policy;

• Return, Refund and Replacement Policy;

• Privacy Policy; and

• Any additional terms displayed on a product page or during checkout.

Nothing in these terms excludes or limits a consumer right that cannot lawfully be excluded.

2. About Soul & Hands

Soul & Hands is an independent online print-on-demand brand operated from Kenya.

Our products include clothing, accessories, bags, home décor and other branded merchandise.

Our online store is hosted by Shopify. Products are manufactured, packaged and dispatched through Printify and independent print providers within the Printify fulfilment network.

Soul & Hands is the seller of products purchased through this website. Shopify, Printify, individual print providers and shipping carriers provide technology, production, payment, fulfilment or delivery services but are not the customer-facing seller.

Customer enquiries should be directed to Soul & Hands using the contact information provided at the end of these terms.

3. Eligibility

You may place an order only if you are legally capable of entering into a binding purchase agreement.

By placing an order, you confirm that:

• The information you provide is accurate and complete;

• You are authorized to use the selected payment method; and

• Your purchase and use of the product are lawful in your country.

Where you are below the legal age required to enter into a purchase agreement, you may only place an order with the involvement of a parent or legal guardian.

4. Print-on-demand production

Soul & Hands operates using a print-on-demand business model.

Products are generally manufactured after an order has been placed. This means that we do not ordinarily keep finished products in stock.

Depending on the product, delivery destination, stock availability and fulfilment routing, an order may be produced in the United States, Canada, the United Kingdom, Europe, Australia or another supported production location.

Production in a particular country is not guaranteed.

Products within the same order may be manufactured by different print providers. Consequently:

• Products may be dispatched separately;

• Packages may originate from different locations;

• Packages may have separate tracking numbers; and

• Products may arrive on different dates.

A production or fulfilment facility is not a Soul & Hands retail store, office or general customer-return location.

5. Product information

We take reasonable care to provide accurate product descriptions, photographs, materials, measurements, designs and care information.

However, customers acknowledge that:

• Product photographs may include digital mockups;

• Lifestyle images may be digitally created or enhanced;

• Screen settings may affect colour appearance;

• Colours can reproduce differently on different materials;

• Print or embroidery placement may vary slightly;

• Product measurements may have reasonable manufacturing tolerances; and

• Packaging may vary between print providers.

Minor colour, placement, texture or production differences that are normal for print-on-demand manufacturing are not ordinarily considered defects.

This does not apply where a product is materially damaged, incorrectly manufactured or substantially different from the product ordered.

6. Sizes and fit

Customers are responsible for reviewing the applicable size chart and product measurements before placing an order.

Sizes may vary between manufacturers, styles and product types.

A product does not qualify as defective merely because the customer prefers a different fit, provided that:

• The size supplied matches the size ordered; and

• The published measurements were materially accurate.

Where a different size from the one stated in the order confirmation is supplied because of a fulfilment error, the product will be treated as incorrectly supplied.

7. Prices and payment

Prices are displayed in the currency shown on the website or during checkout.

The total amount payable will be displayed before the order is submitted and may include:

• Product price;

• Shipping charges;

• Applicable taxes;

• Discounts; and

• Other clearly disclosed charges.

Payments are processed through Shopify or another authorized payment provider.

Soul & Hands does not ordinarily receive or store complete payment-card information where payment information is entered directly into a third-party payment system.

Prices may change without notice. A price change will not normally affect an order that has already been accepted.

Your bank, card provider or payment service may charge currency-conversion or international-transaction fees. These fees are not charged or controlled by Soul & Hands.

8. Customs and import charges

International orders may be subject to:

• Customs duties;

• Import taxes;

• Import VAT;

• Brokerage charges;

• Carrier administration fees; or

• Other destination-country charges.

Unless these amounts are expressly collected during checkout, they are the customer’s responsibility.

Soul & Hands does not determine or control charges imposed by customs authorities, governments or shipping carriers.

Refusing a delivery because of customs or import charges does not automatically entitle the customer to a full refund.

9. Placing an order

Before submitting an order, the customer is responsible for reviewing:

• Product;

• Design;

• Size;

• Colour;

• Quantity;

• Personalization details, where applicable;

• Delivery address;

• Contact information;

• Shipping method; and

• Total price.

An automated order confirmation acknowledges receipt of the order. It does not necessarily mean that production has begun or that the order has been finally accepted.

An order may be rejected or cancelled where:

• Payment is declined or reversed;

• Fraud or unauthorized payment is suspected;

• A product is unavailable;

• The delivery destination is unsupported;

• The order contains an obvious pricing or technical error;

• The customer provides incomplete information;

• The order violates these terms; or

• Fulfilment is not reasonably possible.

Where we cancel an order after payment has been received, the amount paid for the cancelled products will be refunded.

10. Order changes and cancellations

Contact us as soon as possible if you need to request an order change or cancellation.

Because products may enter production shortly after an order is submitted, we cannot guarantee that changes or cancellations will be possible.

Once production has started, we may be unable to change:

• Product;

• Design;

• Size;

• Colour;

• Quantity;

• Personalization;

• Shipping method; or

• Delivery address.

A cancellation request is not confirmed until Soul & Hands provides written confirmation that the order has been cancelled.

Any cancellation rights that apply under mandatory consumer law remain unaffected.

11. Personalized products

Where a product is created using information supplied by the customer, the customer is responsible for reviewing all personalization details before placing the order.

This includes:

• Names;

• Personal wording;

• Photographs;

• Logos;

• Dates;

• Measurements; and

• Other customer-supplied instructions.

We may reproduce personalization information exactly as submitted, including spelling, capitalization and punctuation.

The customer confirms that they have permission to use any image, logo, wording or other material supplied to us.

We may reject material that is unlawful, abusive, deceptive, defamatory or infringes another person’s intellectual-property or privacy rights.

12. Production time

Most products are expected to require approximately 2–7 business days for production before dispatch.

This timeframe is an estimate and is separate from shipping time.

Production may take longer because of:

• High order volumes;

• Public holidays;

• Product shortages;

• Large orders;

• Printing-equipment problems;

• Quality-control checks or reprints;

• Severe weather;

• Supply-chain disruption; or

• Other circumstances outside our reasonable control.

Business days generally exclude weekends and public holidays applicable to the production location.

13. Shipping and delivery

Shipping estimates may be displayed during checkout or provided after an order is placed.

Unless expressly stated otherwise, shipping and delivery dates are estimates and are not guaranteed.

Total delivery time consists of:

Production time + carrier transit time + any customs or local processing time.

Delivery may be affected by:

• Shipping destination;

• Production location;

• Selected shipping method;

• Customs processing;

• Carrier delays;

• Local postal services;

• Severe weather;

• Public holidays;

• Remote-area delivery;

• Government restrictions; or

• Other circumstances outside our reasonable control.

Where a delay becomes substantial, the customer may have cancellation or refund rights under applicable law.

14. Tracking

Where tracking is available, tracking information will be sent after the shipping label is created or the package is transferred to the carrier.

Tracking may take several business days to update.

Some destinations or shipping services may provide limited tracking.

Customers are responsible for:

• Monitoring tracking information;

• Responding to delivery attempts;

• Collecting packages held at a postal office or collection point;

• Providing information requested by the carrier; and

• Completing any required customs process.

15. Delivery addresses

Customers must provide a complete and accurate delivery address.

Soul & Hands is not responsible for delivery failure caused by incorrect or incomplete information supplied by the customer.

Where possible, we will attempt to correct an address before production or dispatch. An address change is not guaranteed.

If an order must be reproduced or reshipped because the customer supplied an incorrect address, additional production and shipping charges may apply.

16. Failed delivery and returned packages

A package may be returned or become undeliverable because:

• The address is incorrect or incomplete;

• The recipient is unavailable;

• Delivery is refused;

• The package is not collected;

• Customs charges are unpaid; or

• Required delivery or customs information is not supplied.

Where delivery failure is caused by the customer:

• A free replacement is not guaranteed;

• Original shipping charges may not be refundable;

• Additional production or shipping charges may apply; and

• Any refund may be reduced by costs that cannot be recovered, where permitted by law.

17. Lost packages

Before reporting a package as lost, customers should:

• Confirm that the delivery address is correct;

• Check with household members or neighbours;

• Check with reception or building management;

• Check any safe delivery location;

• Contact the local carrier or postal service; and

• Confirm that the package is not awaiting collection.

For a domestic United States or regional European order, contact us if the package has not arrived within 30 calendar days after shipment.

For other international orders, contact us if the package has not arrived within 45 calendar days after shipment.

Claims should be submitted promptly and no later than seven calendar days after the applicable period ends.

Where the fulfilment provider or carrier confirms that the package was lost for a reason not caused by the customer, we may offer:

• A replacement;

• A reprint;

• A refund; or

• Another appropriate remedy.

18. Packages marked as delivered

Where tracking indicates that a package was delivered but the customer cannot locate it, the customer should promptly:

• Check the delivery location;

• Check with other occupants;

• Check with neighbours;

• Contact reception or building management; and

• Contact the carrier.

Carrier tracking and delivery confirmation may be considered evidence of delivery.

We will assist with a reasonable investigation where sufficient information is supplied, but a replacement or refund is not automatic where valid proof of delivery exists.

19. Damaged, defective or incorrect products

Contact us within 30 calendar days after delivery if a product:

• Arrives damaged;

• Contains a manufacturing defect;

• Contains a material printing or embroidery defect;

• Is the wrong product;

• Is the wrong design;

• Is the wrong size or colour because of a fulfilment error;

• Is missing from the shipment; or

• Is materially different from the product ordered.

The customer should provide:

1. Their order number;

2. A description of the problem;

3. A photograph showing the complete product;

4. Close-up photographs showing the defect;

5. A photograph of the size label where relevant; and

6. A photograph of the packaging and shipping label where relevant.

For several affected products, we may request a photograph or video showing all affected items together.

Do not dispose of the product or packaging until the claim has been reviewed.

Where the claim is approved, we may offer:

• A free replacement;

• A free reprint;

• A full or partial refund;

• Store credit with the customer’s agreement; or

• Another remedy required by applicable law.

20. Returnless resolution

Damaged or defective products ordinarily do not need to be physically returned where photographs or video provide sufficient evidence of the problem.

Where a claim is resolved without a physical return, the customer may be asked to:

• Keep the product;

• Donate it;

• Recycle it; or

• Dispose of it responsibly.

We may request additional evidence where reasonably necessary to verify the complaint or prevent fraudulent claims.

21. Change-of-mind returns and exchanges

Because products are generally produced after an order is placed, Soul & Hands does not ordinarily accept voluntary returns or exchanges where:

• The customer selected the wrong size;

• The customer selected the wrong colour;

• The customer changed their mind;

• The product does not suit the customer’s personal preference;

• The customer no longer wants the item; or

• The customer prefers a different design.

This restriction applies to our voluntary return policy.

It does not remove any cancellation, withdrawal, refund, replacement or other consumer right that must legally be provided in the customer’s country.

22. Legally required returns

Consumer rights differ between countries.

Where applicable law gives a customer a mandatory right to cancel or return an online purchase, Soul & Hands will honour that right in accordance with the relevant legal requirements.

The customer must contact us before returning a product.

We will provide instructions based on:

• The customer’s country;

• Reason for the return;

• Product condition;

• Nature of the product; and

• Available return arrangements.

A genuinely personalized product may be excluded from change-of-mind rights where applicable law permits.

A standard Soul & Hands design is not treated as personalized merely because it was manufactured after the order was placed.

23. No unauthorized returns

Do not return any product without first receiving written instructions from Soul & Hands.

The address printed on a package may belong to:

• A print provider;

• A fulfilment facility;

• A shipping carrier;

• An unbranded returns facility; or

• Another third party.

It is not necessarily authorized to receive customer returns.

Products sent to an unauthorized address may be refused, destroyed, returned to the sender or become unrecoverable.

Our postal contact address is not automatically a product-return address.

24. Refunds

Approved refunds will ordinarily be issued to the original payment method.

Although Printify may refund production costs to Soul & Hands, the customer’s refund must be processed separately through the Soul & Hands store or applicable payment provider.

After we issue a refund, the customer’s bank, card issuer or payment provider may require additional processing time.

Unless otherwise required by law or expressly agreed, refunds do not ordinarily include:

• Expedited-shipping upgrades;

• Customs charges paid directly to authorities;

• Currency-conversion charges;

• Bank charges;

• Return shipping for a voluntary change-of-mind return; or

• Costs caused by an incorrect customer address.

25. Promotions and discount codes

Promotions may be subject to additional conditions.

Unless otherwise stated:

• Only one discount code may be used per order;

• Discount codes cannot be exchanged for cash;

• Codes cannot be applied after an order has been completed;

• Codes may exclude certain products or shipping charges;

• Codes may expire; and

• Promotions are subject to availability.

We may correct or withdraw a promotion affected by fraud, misuse, technical error or an obvious pricing mistake.

26. Intellectual property

Unless otherwise stated, Soul & Hands owns or is authorized to use the branding, logos, artwork, product designs, photographs, graphics, written content and other original material displayed on the website.

Purchasing a product does not transfer ownership of the product design or related intellectual-property rights.

Without written permission, customers and website users may not:

• Copy Soul & Hands designs;

• Reproduce or manufacture products using our artwork;

• Sell digital copies of our designs;

• Use our brand identity commercially;

• Remove intellectual-property notices;

• Scrape website content; or

• Create unauthorized derivative products.

Third-party trademarks and platform names remain the property of their respective owners.

27. Customer-submitted content

Where a customer submits a review, photograph, comment, design instruction or other material, the customer confirms that:

• They own the material or have permission to use it;

• It does not infringe another person’s rights;

• It is not unlawful or defamatory; and

• It does not contain malicious software.

Where content is deliberately submitted for publication, the customer grants Soul & Hands permission to display, reproduce and use it for reasonable store, social-media and promotional purposes.

28. Prohibited use

The website must not be used to:

• Commit fraud;

• Break any applicable law;

• Infringe intellectual-property rights;

• Upload malicious software;

• Attempt unauthorized access;

• Interfere with website operation;

• Use stolen payment information;

• Submit deliberately false claims;

• Collect information unlawfully;

• Impersonate another person; or

• Harm Soul & Hands, its customers or its service providers.

We may restrict access or cancel an order where we reasonably believe the website or ordering system is being misused.

29. Third-party services

Soul & Hands uses independent providers for ecommerce hosting, payments, production, fulfilment, shipping, analytics and other business functions.

These providers may include:

• Shopify;

• Printify;

• Independent print providers;

• Payment processors; and

• Shipping carriers.

These providers may have their own terms and privacy notices.

Using third-party providers does not remove any responsibility that Soul & Hands has to customers under applicable law.

30. Privacy

Personal information is handled in accordance with our Privacy Policy.

Information reasonably necessary to process an order may be shared with:

• Shopify;

• Printify;

• The selected print provider;

• Payment processors;

• Shipping carriers;

• Customs authorities;

• Fraud-prevention providers; and

• Other providers required to complete the transaction.

This information may include the customer’s name, delivery address, contact information, order details and personalization instructions.

31. Website availability

We do not guarantee that the website will always be uninterrupted, error-free or compatible with every device.

Access may be restricted temporarily for:

• Maintenance;

• Security;

• Technical changes;

• Platform interruptions; or

• Legal compliance.

Website interruption does not remove obligations relating to an order that has already been accepted.

32. Limitation of liability

Soul & Hands will provide products and services with the standard of quality and care required by applicable law.

To the maximum extent permitted by law, Soul & Hands is not responsible for:

• Indirect or unforeseeable losses;

• Loss caused by customer misuse;

• Delivery failure caused by an incorrect customer address;

• Customs delays outside our reasonable control;

• Carrier delays outside our reasonable control; or

• Events outside our reasonable control.

Where legally permitted, our total liability relating to an order will not exceed the total amount paid for that order.

Nothing in these terms excludes liability or consumer rights that cannot legally be excluded.

33. Events outside our control

We are not responsible for failure or delay caused by circumstances outside our reasonable control, including:

• Natural disasters;

• Severe weather;

• Fire or flooding;

• War or civil unrest;

• Government restrictions;

• Public-health emergencies;

• Customs action;

• Labour disputes;

• Carrier disruption;

• Platform outages;

• Cyberattacks;

• Supply-chain disruption; or

• Production-facility closure.

We will take reasonable steps to reduce the effect of such events and continue fulfilment where possible.

34. Governing law and customer rights

These Terms and Conditions are governed by the laws of Kenya.

However, this does not remove any mandatory consumer protection that may apply in the customer’s country.

Where a provision of these terms conflicts with a mandatory consumer law, that law will apply to the extent of the conflict.

35. Complaints and disputes

Customers should contact Soul & Hands first so that we can attempt to resolve any complaint fairly.

Please provide:

• Name;

• Order number;

• Description of the issue;

• Supporting photographs or documents; and

• Preferred resolution.

Where a dispute cannot be resolved directly, the parties may use any legally available mediation, consumer-protection, payment-dispute or court process.

36. Severability

If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

The affected provision will be limited or removed only to the extent required.

37. Changes to these terms

We may update these Terms and Conditions to reflect changes in:

• Law;

• Products;

• Business operations;

• Shopify or Printify services;

• Fulfilment arrangements; or

• Security requirements.

The updated version will be published with a revised “Last updated” date.

Changes will not ordinarily apply retrospectively to an order that has already been accepted.

38. Contact information

For questions about an order, delivery, refund or these Terms and Conditions, contact:

Soul & Hands
Country of operation: Kenya
Email: soulhandsnmind@gmail.com
Postal address: P.O. Box 35291-00200, Nairobi, Kenya
Website: https://soulandhands.myshopify.com/

Please include your order number in all order-related messages.

The postal address above is provided for business correspondence and is not a product-return address.

Customers must contact Soul & Hands before returning a product.