Terms and Conditions

Welcome to TheFarm.co.ke, operated by TheFarm Landscapers Ltd, referred to in these terms as “TheFarm”, “we”, “us” or “our”.

These Terms and Conditions explain how we handle purchases, deliveries, custom orders and services. Please read them before placing an order or approving a quotation.

These terms should be read together with our Delivery Policy, Refund Policy and Privacy Policy. Nothing in these terms removes or limits rights provided to customers under applicable Kenyan law.

1. About TheFarm

TheFarm supplies plants, seedlings, planting media, pots, planters, fountains, garden accessories, animal houses, outdoor furniture and other products listed on our website. We also provide services such as landscaping, fountain installation, maintenance and custom planter design.

Our range includes products we grow or manufacture ourselves and products sourced from other growers, artisans and suppliers. Where you purchase from TheFarm, we remain your contact for order support and complaints.

Learn more about our business on our About Us page.

Our office, showroom and roadside nursery are located along Eastern Bypass, 2 km from Ruai Bypass, next to Oryx Petrol Station. Our production farm and workshop are not open to the public.

2. Product Information and Availability

We aim to provide accurate descriptions, photographs, prices and availability information. However, stock levels and production timelines may change.

Plants are living products and may vary in height, fullness, leaf colour, branching and flowering stage. Product photographs show the general appearance of a plant unless we expressly confirm that you are purchasing the exact specimen pictured.

Handmade products may have minor variations in colour, texture, finish and dimensions. Such variations must not make the product unsafe, unsuitable for its agreed purpose or materially different from its description. Significant imperfections known to us will be disclosed before purchase.

Unless stated otherwise, decorative accessories shown in photographs are not included.

If an item is unavailable, we will contact you about alternatives or a refund for the unavailable item. We will not substitute a different product without your agreement.

3. Orders and Confirmation

Please provide your correct name, telephone number, delivery location and any relevant order instructions.

An automated order acknowledgement confirms that we have received your request. Acceptance takes place when we confirm availability, the agreed total and the fulfilment arrangements.

Before payment, customers should check the product, quantity, size, colour, specifications and delivery requirements. We will provide an order confirmation or written quotation recording the agreed details.

For plants, fragile items and live animals being delivered outside Nairobi, please confirm transport availability with us before making payment.

If we discover a pricing or description error, we will explain it and allow you to accept the corrected details or cancel the affected item for a refund.

4. Prices and Payments

Prices are stated in Kenya Shillings (KSh) unless otherwise indicated.

The total payable, including any applicable taxes and agreed delivery, packaging or installation charges, will be communicated before you commit to the order.

Delivery, special packaging, unloading, site preparation and installation are included only where expressly stated in the listing or quotation.

Payments should be made only through the official payment channels shown at checkout or confirmed by TheFarm. Production, dispatch or service commencement may depend on receipt of the agreed payment or deposit.

For custom orders and projects, the quotation will set out the deposit, payment stages and balance due.

5. Deliveries and Collection

We arrange deliveries across Kenya where a suitable transport option is available. The method depends on the product, quantity, destination and handling requirements.

Orders may travel through local couriers, delivery vehicles or drivers arranged for a particular route. Bulky or delicate orders may require dedicated transport.

Plants and fragile planters require careful handling. Suitable packaging, wooden crates or pallet boxes may add substantially to the delivery cost, sometimes exceeding the value of a small order. We will explain and agree these charges before dispatch.

Delivery dates are estimates unless we expressly agree to a guaranteed date. If a material delay occurs, we will inform you and discuss the available options.

Customers should:

• Provide an accurate delivery location and a reachable telephone number.

• Arrange for someone to receive the order.

• Inform us about narrow entrances, stairs, difficult roads or restricted access.

• Confirm any unloading equipment or labour needed for heavy items.

Additional delivery or handling costs caused by incorrect information, missed delivery or undisclosed access difficulties will be explained before further arrangements are made.

Where a customer independently appoints a transporter, we will clarify the collection and handover arrangements. This does not exclude responsibility for our own errors, inadequate agreed packaging or obligations under applicable law.

Read our Delivery Policy for full details.

6. Inspection on Delivery

Please inspect your order as soon as reasonably possible after delivery or collection.

If an item arrives damaged, incorrect or incomplete, contact us promptly with your order details and clear photographs. Where practical, retain the packaging until we advise you on the next steps.

For plants that arrive dead or broken, report the issue within seven days of delivery under our plant replacement policy.

Signing a delivery note, approving a photograph or inspecting an item before payment does not remove your rights concerning hidden defects, misdescription or other issues protected by law.

7. Plants and Plant Care

We aim to supply healthy plants suitable for the description provided. Our direct Nairobi deliveries carry the healthy-arrival assurance explained in our Refund Policy.

After delivery, plant health depends on factors such as watering, light, drainage, soil, temperature, pests and handling.

Our plant guidance is based on the information you provide. Please tell us about the intended location and growing conditions so we can offer relevant advice.

We do not promise a particular growth rate, flowering date, fruit yield or long-term survival unless expressly agreed in writing. However, this does not exclude responsibility for an existing defect, an incorrect product or a failure to meet an expressly agreed requirement.

8. Birds and Live Animals

Where we offer birds or live animals, availability and suitable transport must be confirmed before purchase.

Customers must make appropriate arrangements for housing, feeding, water, handling and care before delivery.

Please report any animal that arrives dead, seriously injured or visibly unwell immediately, with photographs and order details where possible.

The coverage for direct Nairobi deliveries and the arrangements for deliveries outside Nairobi are explained in our Refund Policy. Any transport limitations must be explained before payment and do not override applicable legal rights.

9. Handmade and Custom Orders

Custom orders may include planters, fountains, animal houses, furniture and products made to a particular size, colour or design.

Before production begins, customers must approve the relevant specifications, price and estimated completion period in writing. Written approval may be given by email or WhatsApp.

Changes requested after approval may affect the price and completion date. We will explain the additional work and obtain your agreement before proceeding.

Custom-made or personalised items generally cannot be returned solely because of a change of mind once production has started. If cancellation is requested, we will assess the work completed and materials committed, explain any reasonable deductions permitted by law and refund any remaining amount due.

This restriction does not apply to valid claims involving defects, incorrect specifications or goods that do not match the agreed order.

10. Landscaping, Installation and Maintenance

Services are carried out according to the accepted quotation or project agreement.

The scope should identify the work included, materials, site preparation, delivery, installation, payment stages and any specific warranty.

Customers must provide agreed access to the site and disclose relevant conditions, including known underground services, drainage problems, access restrictions and any required permissions.

Additional work, such as excavation, wall cutting, electrical alterations or work outside the agreed scope, will be quoted separately and requires approval.

Completion dates may be affected by weather, site readiness, material availability or approved changes. We will communicate changes and agree a revised programme where necessary.

Project-specific written terms apply to that project alongside these general terms and cannot remove statutory rights.

11. Returns, Replacements and Refunds

Returns, replacements and refunds are handled under our Refund Policy.

Please contact us before returning an item so we can assess the issue and arrange suitable handling. Do not send plants, animals, fragile items or bulky goods back without agreed transport arrangements.

Eligibility depends on the product, the reason for the request and its condition. Change-of-mind requests are assessed separately from claims involving damaged, defective, incorrect or misdescribed goods.

For approved refunds, our target processing period is 7–14 business days, subject to any shorter period required by law. Payment-provider processing may affect when the funds appear in your account.

A reporting period in our voluntary replacement policy does not remove legal rights that continue beyond that period.

12. Warranties and Product Use

Any product or workmanship warranty will be stated in the listing, quotation or project agreement. There is no single warranty period covering every item we sell.

Products must be used for their intended purpose and maintained according to the instructions supplied.

Damage caused by misuse, accidental damage, unauthorised alteration or failure to follow reasonable care instructions may fall outside a voluntary warranty. This does not affect rights relating to an original defect or our failure to meet the agreement.

13. Website Use and Privacy

You must not use our website for fraud, unlawful activity, unauthorised access or actions that interfere with its operation.

Our original photographs, descriptions, branding and designs may not be copied or used commercially without permission, except where permitted by law.

We use customer information to process orders, arrange delivery, provide support and fulfil other purposes explained in our Privacy Policy.

14. Responsibility and Events Beyond Our Control

We are responsible for fulfilling our agreed obligations and exercising reasonable care in supplying products and services.

Events such as severe weather, road closures or transport disruptions may affect delivery or project schedules. Where this happens, we will notify affected customers and discuss reasonable alternatives.

These circumstances do not automatically remove your entitlement to a refund or other remedy. Nothing in these terms excludes liability that cannot lawfully be excluded.

15. Complaints and Applicable Law

These terms are governed by the laws of Kenya.

If you have a complaint, please contact us with your order number, a description of the issue and any supporting photographs or records. We will review the matter and work with you towards a fair resolution.

You retain the right to seek assistance from the relevant consumer protection authority or a court with jurisdiction.

16. Changes to These Terms

We may update these terms from time to time. Updated terms apply to orders placed after publication and will not retrospectively change an existing order without your agreement.

17. Contact Us

TheFarm Landscapers Ltd
Location: Eastern Bypass, 2 km from Ruai Bypass, next to Oryx Petrol Station
Phone: 0721 100 657
General enquiries: admin@thefarm.co.ke
Returns and product concerns: info@thefarm.co.ke
Website: www.thefarm.co.ke

For more information, visit our About Us, Delivery Policy and Refund Policy pages.