Return, Refund and Exchange Policy

Returns, Refunds and Exchanges Policy

 

 

Welcome to Shop Zetu! We value your shopping experience and aim to make it seamless and satisfying. Please take a moment to review our Returns and Exchanges Policy for your region.

1. Eligibility

  • Kenya, Uganda, Rwanda and Rest of the World
    • You may return or exchange an item within 7 days of delivery.
    • Items must be in their original condition, unworn, and with all tags attached.
    • Items must not have been washed.
    • Items must meet hygiene standards and not have sweat, dirt or stains.
    • Items must be accompanied by the Shop Zetu invoice.

2. Refund and Exchange Options

  • Kenya, Uganda, Rwanda and Rest of the World
    • We will credit the refund to your original form of payment or You can choose between a refund via Mpesa, Your card or a Shop Zetu Gift Card.

3. Return Process

  • Kenya
    • To initiate a return, please contact our customer support team on +254748 419357, +254703 420780, +254705 408426
    • Pack your item securely, including all original packaging and the invoice, and drop it off at the nearest Vivo store and Shop Zetu store.
    • Please note that NO RETURNS will be ACCEPTED without the Customer Support initiating the return.
  • Uganda, Rwanda and the Rest of the World
    • To initiate a return, please contact our customer support team on +254748 419357, +254703 420780, +254705 408426
    • Pack your item securely, include all original packaging,invoice, and send it to Shop Zetu at the provided return address.

4. Return Shipping Costs

  • Nairobi
    • Customers MUST call to initiate a return and drop the item at the nearest Vivo store. Alternative return arrangements are available for an additional fee.
  • Outside Nairobi
    • Customers are responsible for return shipping costs via the nearest Speedaf agent.
  • Uganda, Rwanda and the Rest of the World
    • Customers are responsible for return shipping costs.

5. Refund Process

  • Kenya
    • Refunds will be processed within 2-3 business days upon receiving the returned item.
  • Uganda, Rwanda, Rest of the World
    • Refunds will be processed within 2-3 business days upon receiving the returned item.

6. Items Not Eligible for Return

  • Kenya, Uganda, Rwanda and the Rest of the World
    • Items in the following categories are not eligible for return: Skincare, Make-up, Swimwear, Fragrances, and Underwear.

7. Contact Us

  • For any questions or concerns about our Returns and Exchanges Policy, please contact our customer support team at support@shopzetu.com, +254748 419357, +254703 420780, +254705 408426