Return, Refund and Exchange Policy

Our Return, Refund and Exchange Policy.


Merchandise must either be defective or in its original condition, unworn and unwashed. 


  • Return Period: You have up to 7 Days from the date of delivery to initiate a return.
  • Refund Options: You can choose to receive your refund via Mpesa or as a Shopzetu Giftcard.
  • Refund Service Level Agreement (SLA): We commit to processing your refund within 2-3 days from the moment the item is handed over to us.
  • Mpesa Refunds: Please note that Mpesa refunds are not applicable to items which are discounted.
  • Discounted Items:Please note that items discounted during the Black November period (1st Nov - 30th Nov) will be eligible for exchanges or gift card refunds only.
  • Exchange Procedure:
    • To be eligible for an exchange, the items must meet our return criteria.
    • Once returned, the items will need to be sent to the Shopzetu warehouse before the new exchange item is dispatched to you.
  • Exchange SLA: We aim to complete the exchange process within 2-3 days from the time you hand over the item to us, if you are within Nairobi. For those located upcountry, the exchange process may take 3-7 days. 
What is not eligible for Return
We reserve the right to refuse a return if it does not meet the below criteria. 
  • Items which are under the following categories;Skincare,Make-up, Swimwear,Fragrances and underwear.
  • Orders which are past the return period(48hrs from delivery date)
  • Items which are believed to have been washed.
  • Orders without an accompanying Shopzetu invoice.
  • Items that do not meet hygiene standards due to foreign stains, sweat, or dirt.


  • Shopzetu will not use payments from another order for the refund process. It's important to note that the return process must be fully completed before we can initiate a refund. Refunds will be processed as either a giftcard or an Mpesa refund for items without a discount.

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