Customer Rights at Jays Wines

Customer rights

In the dynamic world of commerce, the significance of customer rights cannot be overstated. 

At Jays Wines, we are committed to not only providing an exquisite selection of wines, spirits, and beers but also ensuring that our customers are well-informed and empowered.

Customer rights refer to the set of entitlements and protections afforded to individuals who engage in transactions with businesses or service providers. These rights are designed to ensure fair and ethical treatment, as well as to safeguard the interests and well-being of consumers.

Let’s look into the rights that customers hold when they choose to explore the world of fine liquors at Jays Wines.

Customer rights

Our Customer rights at Jays wines

1) Right to Quality Products

As a valued customer at Jays Wines, you have the right to expect the highest quality products. Our commitment to sourcing legit products means that every bottle on our shelves has passed rigorous quality standards. If, however, you find any discrepancies or issues with the product quality, rest assured that we are dedicated to resolving them promptly. 

2) Right to Information

Transparency is key in our customer relationships. You have the right to access accurate and comprehensive information about the products we offer. Whether it’s details about the vineyard, the winemaking process, or the tasting notes, we are here to provide you with the knowledge you need to make an informed decision. 

3) Right to Data Privacy

The Data Protection Act, 2019 provides regulation of the processing of personal data, provides for the rights of data subjects and obligations of data controllers and processors.

At Jays Wines, we comply and ensure your personal information is handled with the utmost confidentiality, and we adhere to strict privacy policies. Your data will only be used to process your orders and to enhance your shopping experience.

4) Right to Fair Pricing

We believe in fair and transparent pricing. As a customer, you have the right to know that the prices of our products reflect their quality and craftsmanship. Any promotions or discounts will be communicated, ensuring that you always receive value for your money.

5) Right to Redress

In the rare instance that you are dissatisfied with your purchase, we are committed to providing a fair and efficient redress process. Our customer support team is ready to assist you in resolving any issues, be it a refund, replacement, or an alternative solution that ensures your satisfaction.

6) Right to a Safe Shopping Environment

Your safety matters to us. When you visit our shop, whether online or in-store, you have the right to expect a secure and welcoming environment. Our website has secure payment gateways, and our physical stores adhere to all necessary safety protocols.

Our Services

1) Product Selection

We provide a wide variety of products from different regions and producers to suit the tastes and preferences of our clients.

2) Distribution Services

We handle the logistics of transporting products from our shops to retailers, restaurants, and other clients efficiently and safely.

3) Customer Support

We assist clients in selecting and understanding product profiles and making informed purchasing decisions.

4) Marketing Support

We collaborate with suppliers by offering marketing support services such as promotional materials, tastings, and events to enhance the promotion of the products we distribute.

5) Customization

 We offer personalized services such as bottle engraving, custom packaging, and product sourcing based on client preferences and requirements. What about Jays Wines’ wonderful gift hampers? We will personalize the hamper to fit your desires.

6) Customer Feedback

As Jays Wines, we recognize that customer satisfaction is an ongoing process, not a final goal. We actively seek feedback, appreciating both positive comments and constructive criticism. This commitment to improvement ensures that we grow with our customers, consistently working to enhance the overall experience for everyone.

 Here’s how you can easily place an order with us

1. In-Store Shopping
  • Visit our physical store along Biashara Street, Watersys Plaza, second floor or Accra Road within Nairobi’s CBD to explore our wide selection of fine wines, kraft beers and signature spirit brands firsthand.
  • Our knowledgeable staff is ready to assist you in finding the perfect bottle for any occasion.
2. Online Ordering
  • Visit our website: Open your web browser and go to
  • Browse Products: Navigate through the website to find the product you want. You can use categories and a search bar to narrow down your choices. Our categories include gin, whisky, whiskey(the American variant), cognac, brandy, rum, vodka, tequila, shooter, liqueur, cider, beers, champagne, and wine.
  • Product Details: Click on the product to view its details. Check the product description, price, and any other relevant information.
  • Add to Cart: Once you’ve decided on a product, Add to Cart
  • Review Shopping Cart: Look for a shopping cart icon. Click on it to review the items in your cart. Ensure that the correct product, quantity, and other details are accurate.
  • Proceed to Checkout: Once you’re satisfied with your selections, Proceed to Checkout option.
  • Billing and shipping information: Fill in your billing and shipping information. This includes your name, address, contact details, etc.
  • Select Shipping Method: Choose a shipping method based on your preference. 
  • Payment Information: Enter your payment details. This may include credit/debit card information, PayPal, or other accepted payment methods.
  • Review Order: Before finalizing the order, review all the details, including the products, quantities, shipping address, and total cost.
  • Place Order: Once you’re confident that all the information is accurate, click “Place Order.”.
  • Confirmation: After placing the order, you should receive an order confirmation on the website and via email. This usually includes an order number and summary.
  • Acknowledge: Once the shop team has acknowledged your order, the rider will call you immediately after the order is dispatched.

Watch our step-by-step video guide on Instagram on how to place an order on our website.


At Jays Wines, customer satisfaction is at the heart of our success. By understanding and upholding the rights of our customers, we aim to foster trust and create a shopping experience that goes beyond the transaction. As you explore the world of fine liquors with us, rest assured that your rights are not just respected but celebrated. Cheers to a delightful and empowering journey at Jays Wines!

By Lilian Njenga: Digital Marketer



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