Pickup Station Policy

1. Scope and roles

A pickup station is a collection location approved by NuruShop to receive, safeguard, and hand over parcels. The station and its authorised agent act as limited fulfilment service providers; they are not the seller or manufacturer and cannot change the product contract, price, warranty, return decision, or refund. NuruShop remains your contact for the order and coordinates the seller, carrier, and station as applicable.

This policy supplements the general Terms & Conditions, Shipping & Delivery Policy, and Privacy Policy. If they conflict, mandatory Kenyan law prevails, then the term that gives the consumer greater lawful protection for the pickup service.

2. Choosing or changing a station

• Checkout shows active stations, their address, available operating hours, instructions, delivery estimate, and any published fee.
• Check the location and hours before ordering. Hours may change for holidays, emergencies, security incidents, or county restrictions; material changes will be communicated where reasonably possible.
• A manually requested pickup point is only a request. It becomes confirmed when NuruShop verifies the location, service availability, fee, and collection process with you.
• Ask NuruShop to change the station before dispatch. A change after dispatch depends on route and custody status and may add a disclosed fee or delay. No extra charge is due unless you accept it.
• If the selected station becomes unavailable, NuruShop will offer a reasonable alternative, doorstep delivery where available, or cancellation/refund in accordance with your legal rights.

3. Fees, estimates and payment

• The pickup fee and order total will be shown before payment when a route price is available.
• If checkout says a quote is pending, no parcel will be dispatched on the quoted route until NuruShop discloses the fee and you accept it.
• Delivery dates and times are estimates unless NuruShop expressly guarantees them in writing. We will communicate a material delay and available options.
• Pay only through a payment method officially confirmed by NuruShop. A station agent may not add storage, release, identity-check, or convenience fees unless NuruShop disclosed and authorised them in writing before they became payable.
• You will receive or can access an electronic order record showing the order number, items, price, delivery method, contact details, and applicable terms.

4. Arrival, ready notice and collection window

• A parcel is ready only when the tracker shows Ready for pickup or NuruShop sends an official ready notice. A dispatch notice does not mean it has reached the station.
• The notice identifies the order, station, address, and any available instructions. Keep your order number private and verify unexpected messages through NuruShop support.
• Collect during the station's published hours and within the period stated in the ready notice or order record. If no period is stated, contact support if you cannot collect within seven calendar days; the parcel is not automatically forfeited after seven days.
• NuruShop may correct an accidental ready status or move a parcel for safety or operational reasons, but will promptly tell you and preserve your statutory remedies.

5. Who may collect and what to bring

• Bring the order number and an original, valid identification document matching the named customer. If an OTP or collection code was issued, bring it and do not share it before handover.
• If you do not have the requested identification, contact support before travelling so that a lawful alternative verification method can be agreed.
• An authorised representative must bring their own identification, the order details, and the customer's verifiable authorisation. NuruShop or the station may contact the customer before release.
• For a minor or person requiring assistance, a parent, guardian, or authorised adult should collect unless NuruShop has approved another safe method.
• The station may refuse or pause release where details do not match, authority is doubtful, the code appears compromised, payment remains due, or release would be unsafe or unlawful. It must explain the next verification step without unlawful discrimination.
• Do not sign or allow the order to be marked Picked up until the parcel has physically been handed to you or your verified representative.

6. Storage, parcel care and inspection

• Stations must keep parcels in a secure, clean, dry, access-controlled area and follow written handling labels and NuruShop instructions.
• Temperature-controlled, fragile, perishable, hazardous, age-restricted, prescription, or specially regulated goods may use a station only where NuruShop has expressly confirmed that suitable handling is available.
• At handover, check the name/order number, parcel count, seals, and visible external damage before leaving. The agent may record visible damage and photographs with your knowledge.
• A station ordinarily cannot open sealed parcels or decide whether the contents conform to the listing. Product defects and hidden damage remain subject to the seller's obligations and your consumer rights.

7. Uncollected, refused and returned parcels

• NuruShop may send collection reminders using the contact details on the order.
• If a parcel is not collected within the stated period, NuruShop will give reasonable notice and instructions before arranging return to the seller, transfer to another secure location, or another lawful disposition.
• Reasonable return or re-delivery costs may be charged only where disclosed, attributable to the customer's failure to collect, and permitted by law. NuruShop will provide the amount and basis before requiring payment.
• Refusing a parcel at the station does not itself cancel the product contract or guarantee a refund. Contact NuruShop so eligibility, return transport, and refund treatment can be confirmed.
• No station agent obtains ownership of an uncollected parcel and no parcel may be sold, used, pledged, or discarded outside NuruShop's written instructions and applicable law.

8. Loss, damage, shortage or wrong parcel

• Report visible loss, tampering, shortage, or damage at the station where possible and contact NuruShop promptly with the order number, photographs, and a description.
• If you discover concealed damage or a wrong/defective item later, preserve the product and packaging and report it as soon as reasonably possible. A short reporting request does not remove any non-excludable legal right.
• NuruShop will review custody scans, status history, photographs, carrier/station records, and seller information, then communicate the remedy and reasons.
• Depending on the facts and law, a remedy may include locating or re-delivering the parcel, replacement, repair, partial refund, full refund, or compensation. Product and delivery fees are handled according to responsibility and applicable consumer law.

9. Returns, refunds and cancellations

• A pickup station is not automatically a returns counter. Obtain return authorisation and instructions from NuruShop before leaving an item there.
• Return the item, included accessories, and packaging in the condition reasonably required for the applicable remedy, except where opening or use was necessary to discover a defect.
• Cancellations before dispatch are generally easier to process. After dispatch or arrival, reasonable transport already performed may affect the refundable amount only to the extent permitted by law and disclosed terms.
• Nothing in this policy excludes rights relating to merchantable quality, accurate information, unfair practices, internet agreements, late delivery, or compensation under Kenyan law.

10. Privacy and identity verification

• NuruShop shares only the order and contact information reasonably needed for receipt, notification, verification, handover, fraud prevention, support, and legal compliance.
• Agents must not use customer data for marketing, personal contact, credit, profiling, or any unrelated purpose.
• An agent should inspect identification only as needed to verify collection and should not copy or photograph it unless NuruShop has a lawful, documented reason and provides the required notice.
• Authorised records may include who collected, verification outcome, handover time, status notes, and incident evidence. Retention and data-subject requests are governed by the NuruShop Privacy Policy and the Data Protection Act.
• Report suspicious use of your order details, OTP, or identity to NuruShop immediately.

11. Safety, accessibility and conduct

• Customers and representatives must follow reasonable access, queue, security, health, and fire-safety directions at the premises.
• Threats, harassment, bribery, fraud, violence, intoxication that creates a safety risk, weapons, and attempts to obtain another person's parcel are prohibited.
• Stations must provide service without unlawful discrimination and should offer reasonable assistance to persons with disabilities, older persons, pregnant customers, and others who reasonably need help, subject to the premises and applicable law.
• For an immediate threat or medical emergency, move to safety and contact the appropriate emergency service or police before contacting NuruShop.

12. Complaints, governing law and statutory rights

Start a complaint with NuruShop Support and provide the order number, station, issue, requested outcome, and available evidence. We will acknowledge it, investigate with the relevant seller/carrier/station, and communicate an outcome within a reasonable period. You may escalate unresolved matters to the relevant Kenyan regulator or a court with jurisdiction. This policy is governed by Kenyan law and does not restrict any non-excludable remedy, regulator complaint, class proceeding, or right of access to justice.