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.
  • Black November Deals.(1st - 30th November)
    • Items on sale are eligible for exchanges only; no refunds will be provided 

    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.
      • E.A sourced these are products that come from countries in East Africa; Tanzania,Uganda,Rwanda,Ethiopia and Nigeria.

    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