TERMS & CONDITIONS
Effective Date: 2 September 2026
Last Updated: 2 September 2026
Welcome to Reinas Gowns.
These Terms & Conditions (“Terms”) govern your use of the Reinas Gowns website and your purchase, rental, booking or use of products and services provided by Reinas Gowns (“Reinas Gowns,” “we,” “us,” or “our”).
By accessing our website, placing an order, making a booking, paying a deposit, renting a gown, purchasing a gown or otherwise engaging our services, you agree to these Terms. Please read them carefully before placing an order or booking.
1. ABOUT REINAS GOWNS
Reinas Gowns is a fashion atelier offering bespoke gowns, gown rentals and related fashion services.
Business/Legal Name: Reinas Flair Company
Trading Name: Reinas Gowns
Website: reinasgownsatelier.com
Email: reinasgowns@gmail.com
Telephone/WhatsApp:+254 797566 420
Physical Address: USIU Road, Nairobi, Kenya
2. PRODUCTS AND SERVICES
Reinas Gowns may offer:
- Bespoke and made-to-order gowns;
- Gown rentals within Kenya;
- Ready-to-wear or pre-order garments;
- Alterations and fitting services;
- Other fashion-related products or services displayed on the website.
Availability, pricing, specifications and delivery timelines may vary by product. A product displayed on the website does not guarantee that it is currently available.
3. WEBSITE INFORMATION
We make reasonable efforts to ensure that product descriptions, measurements, colours, photographs and pricing displayed on our website are accurate. However:
- Colours may appear differently depending on your screen or device;
- Handmade and bespoke garments may have minor variations;
- Fabric availability may change;
- Design details may vary where reasonably necessary due to material availability or construction requirements.
Such reasonable variations do not constitute a defect where the garment remains materially consistent with the agreed design.
4. PRICING
All prices are displayed in the currency stated on the website or quotation. Unless expressly stated otherwise, prices do not include additional charges such as:
- Delivery;
- International shipping;
- Customs duties;
- Import taxes;
- Alterations outside the agreed scope;
- Rush or expedited production charges.
We reserve the right to correct genuine pricing or listing errors. Where a pricing error materially affects an order, we will contact you before proceeding and provide the available options.
5. ORDERS AND BOOKINGS
An enquiry or product selection does not constitute a confirmed order or rental booking. An order or booking becomes confirmed only when Reinas Gowns has:
- Accepted the order or booking; and
- Received the required payment or deposit.
- For bespoke orders, the agreed design, specifications, measurements, pricing and payment schedule may be confirmed separately in writing.
Customers are responsible for reviewing the agreed details before approving an order.
6. BESPOKE AND MADE-TO-ORDER GOWNS
Bespoke garments are created specifically for the customer. Before production begins, the customer may be required to provide or attend for:
- Measurements;
- Design approval;
- Fabric or colour selection;
- Fittings;
- Other information reasonably required to produce the garment.
Once production has commenced, changes to the approved design may result in additional charges, changes to the delivery timeline, or may not be possible. Because bespoke garments are made specifically for an individual customer, cancellations, alterations and refunds are subject to the bespoke order terms agreed at the time of purchase and applicable consumer protection law.
7. MEASUREMENTS AND FITTING
Customers are responsible for providing accurate information where measurements are supplied remotely. Where measurements are taken by Reinas Gowns, we will take reasonable care to record them accurately. However, fit may be affected by factors including:
- Body changes;
- Posture;
- Undergarments;
- Garment construction;
- Fabric behaviour;
- Design features;
- Measurements provided by the customer.
Where a fitting is required, reasonable alterations may be recommended or undertaken before completion. Additional alterations outside the agreed scope may attract additional charges.
8. PAYMENT
Payment terms will be communicated at the time of purchase or booking. Depending on the product or service, payment may be required:
- In full;
- Through a deposit and balance;
- According to an agreed payment schedule.
A deposit or payment does not automatically guarantee completion by a particular date unless the delivery date has been expressly confirmed by Reinas Gowns. Failure to make an agreed payment on time may delay production, fitting, delivery or collection.
9. RENTAL BOOKINGS
Our rental service is currently available within Kenya unless otherwise expressly agreed in writing.
A rental booking is confirmed only after the required booking payment has been received.
The customer is responsible for providing accurate contact and booking information.
The gown remains the property of Reinas Gowns at all times.
A rental does not transfer ownership of the gown to the customer.
10. RENTAL COLLECTION AND INSPECTION
For in-store or in-person collection, the customer is encouraged to inspect the gown before leaving our premises. The customer should immediately raise any concerns about:
- Damage;
- Stains;
- Missing embellishments;
- Alterations;
- Fit;
- Other visible issues.
Once the gown leaves our premises, it will be considered to have been accepted in its inspected condition, subject to any issue that could not reasonably have been discovered during inspection. Customers who are unsure about the condition or suitability of a gown are encouraged to inspect it carefully before taking it.
11. RENTAL RETURNS
The gown must be returned by the agreed return date and time.
The customer is responsible for ensuring that the gown is returned safely and on time.
Late returns may affect another customer's booking and may therefore result in additional charges.
Where a gown is returned late, Reinas Gowns may charge a reasonable late-return fee and/or recover reasonable losses caused by the delay, subject to applicable law.
12. RENTAL CONDITION AND CUSTOMER RESPONSIBILITY
Customers must take reasonable care of rented gowns. The following are prohibited unless expressly authorised:
- Washing or attempting to clean the gown;
- Bleaching;
- Ironing or steaming using inappropriate equipment;
- Cutting or altering the gown;
- Removing embellishments;
- Sewing or modifying the gown;
- Applying adhesives or other substances;
- Allowing another person to alter the gown.
Customers should take reasonable precautions against:
- Food and drink stains;
- Makeup transfer;
- Oil and grease;
- Mud;
- Excessive moisture;
- Perfume or chemical damage;
- Snagging;
- Tears;
- Damage from jewellery, shoes or accessories.
13. DAMAGE, LOSS AND EXCESSIVE SOILING
The customer may be responsible for reasonable costs arising from damage, loss or excessive soiling occurring while the gown is in their possession, except where the damage resulted from circumstances for which the customer is not legally responsible. Depending on the circumstances, charges may include reasonable costs of:
- Cleaning;
- Repairs;
- Replacement of damaged components;
- Restoration;
- Reproduction or replacement of the gown where repair is not reasonably possible.
The amount charged will be based on the actual or reasonably estimated cost of addressing the damage and will not be used as a penalty.
If a gown is lost, stolen or damaged beyond reasonable repair, the customer may be responsible for its reasonable replacement value, subject to applicable law and the specific rental agreement.
14. RENTAL CANCELLATIONS
Rental cancellation terms will depend on when the cancellation is made. Unless otherwise stated in the specific booking confirmation:
Cancellation 48 hours or more before the scheduled collection
Where a customer cancels at least 48 hours before the scheduled collection time, the eligible refundable amount will be processed in accordance with the booking terms.
Cancellation less than 48 hours before collection
Cancellations made less than 48 hours before the scheduled collection may be non-refundable because the gown may have been reserved exclusively for the customer and unavailable for other bookings.
Where exceptional circumstances apply, Reinas Gowns may consider the circumstances at its discretion, subject to applicable law.
15. RENTAL REFUNDS
Where a refund is approved, refunds will generally be processed within 48 hours after approval. The time taken for the funds to appear in the customer's account may depend on the relevant bank or payment provider.
Refunds will normally be made through the original payment method where reasonably possible.
16. NO RETURNS AFTER RENTAL COLLECTION
Because rental gowns are reserved for specific dates and are inspected before leaving our premises, returns are not accepted simply because a customer changes their mind after collecting the gown.
Customers are encouraged to inspect the gown carefully before it leaves our premises and to raise any concerns before collection.
This policy does not exclude any rights that cannot lawfully be excluded under applicable consumer protection law.
17. BESPOKE CANCELLATIONS AND REFUNDS
Bespoke garments involve materials, labour, design time and production capacity committed specifically to an individual customer. Where a bespoke order is cancelled after production, fabric procurement, cutting, construction or other work has commenced, the amount refundable, if any, will depend on the stage of production, costs already incurred and applicable law.
Any cancellation terms specifically agreed in writing with the customer will form part of the applicable order terms.
18. DELIVERY AND SHIPPING
For domestic deliveries, delivery timelines are estimates unless a specific delivery date has been expressly confirmed.
For international orders, shipping may be arranged through third-party courier services.
International customers are responsible for:
- Providing accurate delivery information;
- Ensuring that the recipient can receive the shipment;
- Paying applicable customs duties, import taxes or charges imposed by the destination country unless expressly included in the purchase price.
Reinas Gowns is not responsible for delays caused by customs authorities, courier disruptions, incorrect delivery information, force majeure events or circumstances outside our reasonable control.
19. INTERNATIONAL ORDERS
International orders are made subject to the laws and import requirements of the destination country.
Customers are responsible for determining whether the product can legally be imported into their country and for complying with applicable customs requirements.
Any customs duties, taxes or import charges imposed by the destination country are the customer's responsibility unless expressly stated otherwise.
20. DELIVERY ADDRESS
Customers must provide accurate delivery information.
Reinas Gowns will not be responsible for delays, failed deliveries or additional delivery charges caused by:
- Incorrect addresses;
- Incomplete addresses;
- Incorrect telephone numbers;
- Failure to respond to the courier;
- Failure to collect a shipment;
- Refusal to accept a shipment;
- Other information supplied incorrectly by the customer.
21. FORCE MAJEURE
We will not be liable for delays or failure to perform obligations caused by circumstances reasonably beyond our control.
These may include:
- Natural disasters;
- Fire;
- Flood;
- Epidemics or pandemics;
- Government action;
- Civil unrest;
- Industrial action;
- Power or network outages;
- Courier disruptions;
- Material shortages;
- Supplier failures;
- Acts of war or terrorism;
- Other circumstances beyond our reasonable control.
Where reasonably possible, we will communicate significant delays and work with the customer to find an appropriate solution.
22. CUSTOMER RESPONSIBILITY
Customers are responsible for:
- Providing accurate information;
- Reviewing order details;
- Attending scheduled fittings;
- Making payments on time;
- Inspecting rental garments before collection;
- Taking reasonable care of rental garments;
- Returning rental garments on time;
- Providing accurate delivery information.
Failure to meet these responsibilities may affect delivery timelines, fit, availability or additional costs.
23. INTELLECTUAL PROPERTY
All content on the Reinas Gowns website and our official communication channels, including but not limited to:
- Designs;
- Original gown concepts;
- Photographs;
- Videos;
- Logos;
- Brand names;
-Graphics;
- Written content;
- Website content;
- Product descriptions;
- Marketing materials
is owned by or licensed to Reinas Gowns unless otherwise stated.
You may not reproduce, copy, modify, distribute, sell, commercially exploit or use our content or designs without prior written permission.
Purchasing or renting a gown does not transfer ownership of Reinas Gowns' intellectual property in the design.
24. CUSTOMER-PROVIDED DESIGNS AND REFERENCES
Customers may provide inspiration images or design references.
By submitting material to Reinas Gowns, the customer confirms that they have the right to provide the material for the intended purpose.
Where a customer requests a garment inspired by third-party designs, Reinas Gowns may adapt the concept rather than reproduce protected designs exactly.
We reserve the right to decline a design request where we reasonably believe it would infringe another party's rights.
25. PHOTOGRAPHY AND MARKETING
Reinas Gowns may photograph gowns for portfolio, editorial and marketing purposes.
We will not intentionally identify a customer in marketing material without an appropriate legal basis.
Where customer consent is required for identifiable use of photographs or videos, we will obtain that consent separately.
A customer may withdraw consent for future marketing use, subject to reasonable limitations relating to material already lawfully published.
26. WEBSITE USE
You agree not to:
- Use the website for unlawful purposes;
- Attempt to gain unauthorised access to our systems;
- Interfere with website functionality;
- Upload malicious code;
- Scrape, reproduce or commercially exploit website content without permission;
- Misrepresent your identity or information;
- Use the website in a manner that may harm Reinas Gowns or other users.
We may suspend or restrict access where reasonably necessary to protect the website, our business or other users.
27. THIRD-PARTY SERVICES
We may rely on third-party providers for services including:
- Payment processing;
- Website hosting;
- Email;
- Analytics;
- Courier and shipping;
- Communication platforms.
- Third-party services may have their own terms and privacy policies.
We are not responsible for independent acts or omissions of third-party providers outside our reasonable control.
28. LIMITATION OF LIABILITY
To the extent permitted by applicable law, Reinas Gowns will not be responsible for indirect, incidental or consequential losses arising from the use of our website, products or services.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under applicable law.
Nothing in these Terms is intended to remove or restrict a consumer right that is legally protected.
29. COMPLAINTS AND DISPUTE RESOLUTION
If you have a concern about an order, rental or service, please contact Reinas Gowns as soon as reasonably possible.
We will make reasonable efforts to investigate complaints and reach a fair resolution.
Complaints: Email: reinasgowns@gmail.com Telephone/WhatsApp:+254 797566 420
Where a dispute cannot be resolved directly, the parties may consider an appropriate alternative dispute resolution process before pursuing formal legal proceedings, where appropriate.
30. GOVERNING LAW
These Terms are governed by the laws of the Republic of Kenya, subject to any mandatory consumer protection rights or other applicable laws.
Any dispute that cannot be resolved through reasonable efforts or an agreed alternative dispute resolution process may be referred to a court or other forum having appropriate jurisdiction.
31. CHANGES TO THESE TERMS
We may update these Terms from time to time to reflect changes to our services, business practices or applicable law.
The updated Terms will be published on our website with a revised “Last Updated” date.
The Terms applicable to an existing order or booking will generally be those agreed at the time the order or booking was confirmed, unless a change is required by law.
32. SEVERABILITY
If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be interpreted or modified to the extent necessary to make it lawful and enforceable where possible.
The remaining provisions will continue to apply.
33. ENTIRE AGREEMENT
These Terms, together with any applicable order confirmation, rental agreement, quotation, invoice and other written terms expressly incorporated into the transaction, constitute the agreement between the customer and Reinas Gowns regarding the relevant product or service.
Where there is a conflict between these general Terms and a specific written order or rental agreement, the specific written agreement will apply to the extent of the conflict.
34. CONTACT
For questions regarding these Terms, orders, rentals or services:
Reinas Gowns
Email: reinasgowns@gmail.com
Telephone/WhatsApp:+254 797566 420
Physical Address: USIU Road, Nairobi, Kenya
Website: reinasgownsatelier.com