Company Policy

Karen Brand Limited Company is a registered gemstone trading and export company incorporated in Kenya in 2011. We operate under a licence issued by the Kenya Government Ministry of Mining and are headquartered at 9 WEST, Emirates Building, 7th Floor, Westlands, Nairobi, Kenya.

This policy governs all transactions, communications and relationships between Karen Brand Limited and its clients, suppliers and partners. By engaging with our services — whether via our website, email, telephone or in person — you agree to the terms set out in this document.

Karen Brand Limited is committed to the responsible and ethical sourcing of all gemstones, metals and minerals. We work exclusively with mining partners and suppliers who operate within the legal frameworks of their respective countries and adhere to internationally recognised standards of labour and environmental practice.

All gemstones supplied by Karen Brand Limited are conflict-free. We do not knowingly trade in gemstones or minerals that finance armed conflict or human rights abuses. We comply with all applicable Kenyan and international regulations governing the export and trade of natural resources.

We actively support the communities in the seven countries from which we source — Kenya, Tanzania, Ethiopia, Rwanda, Burundi, Madagascar and the Democratic Republic of Congo — through fair payment, employment and community investment.

Every gemstone, metal and mineral sold by Karen Brand Limited undergoes a rigorous inspection process carried out by our team of experienced professionals. We use a combination of advanced gemological equipment and traditional inspection methods to assess colour, clarity, cut, carat weight and overall quality.

Descriptions and photographs provided on our website and in our catalogues represent the general characteristics of each gemstone variety. Individual pieces may exhibit natural variations in colour, inclusions and form that are inherent to the nature of mined gemstones and are not considered defects.

Certificates of authenticity and gemological reports may be provided upon request and may be subject to additional fees depending on the certifying laboratory selected.

All prices are quoted in United States Dollars (USD) unless otherwise agreed in writing. Prices are subject to change without notice and are confirmed only upon receipt of a formal quotation issued by Karen Brand Limited.

We accept payment via bank wire transfer (TT), Western Union, MoneyGram and other internationally recognised payment methods as agreed on a per-transaction basis. Payment terms are typically 50% deposit upon order confirmation and 50% balance prior to shipment, unless a different arrangement has been agreed in writing.

All applicable taxes, duties and import fees at the destination are the sole responsibility of the buyer. Karen Brand Limited is not liable for any additional costs imposed by customs authorities in the buyer's country.

All orders begin with a written enquiry submitted via our contact form, email or telephone. Upon receipt of an enquiry, our team will respond within 24 hours during business hours (Monday to Saturday, 8:00 AM – 6:00 PM East Africa Time).

A binding order is only confirmed upon receipt of a signed purchase order or written order confirmation and the required deposit payment. Karen Brand Limited reserves the right to decline any order at its sole discretion without obligation to provide reasons.

Sample requests are available subject to availability and may be subject to a sample fee. Samples are non-returnable unless a specific agreement has been made in writing.

Karen Brand Limited ships worldwide using reputable international courier services including DHL, FedEx and EMS, as well as specialised gemstone logistics providers where applicable. All shipments are insured for the full declared value of the goods.

Shipping costs are borne by the buyer and will be itemised on the invoice. Estimated delivery times vary by destination and are provided in good faith but are not guaranteed. Karen Brand Limited is not liable for delays caused by customs clearance, force majeure events or the courier service.

All necessary export documentation, including export permits, certificates of origin and commercial invoices, will be prepared by Karen Brand Limited in accordance with Kenyan export regulations. The buyer is responsible for ensuring compliance with import regulations in their country.

Risk of loss or damage transfers to the buyer upon handover of the shipment to the courier. In the event of loss or damage in transit, the buyer must file a claim with the insurer within 7 days of the expected delivery date.

Due to the natural and unique characteristics of gemstones and the bespoke nature of our trade, all sales are considered final once the order has been shipped. Returns will only be accepted in the following circumstances:

• The goods received are materially different from those confirmed in the written order.
• The goods arrive with documented damage caused in transit, supported by photographic evidence submitted within 48 hours of delivery.
• A written return authorisation has been issued by Karen Brand Limited prior to the return of any goods.

Unauthorised returns will not be accepted and will be returned to the sender at their cost. In the event of a dispute, both parties agree to first attempt resolution through good-faith negotiation. If no resolution is reached within 30 days, the dispute shall be referred to mediation in Nairobi, Kenya.

Karen Brand Limited respects the privacy of all individuals who interact with our business. Any personal information collected through our website, contact forms or direct communications — including names, email addresses, telephone numbers and business details — is used solely for the purpose of responding to enquiries and fulfilling orders.

We do not sell, rent or share personal data with third parties for marketing purposes. Data may be shared with logistics partners and payment processors solely to the extent necessary to fulfil an order.

Our website may use cookies to improve browsing experience. By using our website, you consent to the use of cookies in accordance with this policy. You may disable cookies in your browser settings; however, this may affect the functionality of certain pages.

You have the right to request access to, correction of, or deletion of any personal data we hold about you by contacting us at info@karenbrandgems.com.

All content on the Karen Brand Gems website — including text, photographs, logos, design and branding — is the property of Karen Brand Limited and is protected by applicable copyright and intellectual property laws.

No content may be reproduced, distributed, modified or used for commercial purposes without the prior written consent of Karen Brand Limited. Requests for permission to use our content should be directed to info@karenbrandgems.com.

This policy and all transactions with Karen Brand Limited are governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes arising from or in connection with this policy shall be subject to the exclusive jurisdiction of the courts of Kenya, unless otherwise agreed in writing.

Karen Brand Limited reserves the right to update this policy at any time. The most current version will always be available on our website. Continued engagement with our services following any update constitutes acceptance of the revised policy.

For questions, clarifications or concerns regarding this policy, please contact us: