We shall, at all times endeavour to ensure that goods sold on our platforms are genuine and new. In case the product received by you after making a purchase is 'Damaged', 'Defective' or does not correspond to the description, our Friendly Returns policy has got you covered. If you are not entirely satisfied with your purchase, we're here to help.
How do I cancel an order?
Send an email to [email protected] or call us at +254 711 449041 or +254 794 518000 for cancellation of your request. You can cancel your order only before the product has been shipped. Your entire order amount will be refunded within 3-7 working days. Unfortunately, an order cannot be cancelled once the item has already been shipped out to you.
General Return Guidelines
We offer Return/Replacement within 7 days of delivery of the order, and only if you report to us your basis for returning a delivered good, subject to reasons stated below within 24 hours of delivery.
Item eligibility for return
To be eligible for a return, your item must adhere to the following requirements:
- The item must have been purchased from the Zana.ke Website. Proof of purchase is compulsory. The original receipts and invoices issued must be availed.
- All items should be unused and in the exact condition in which they were purchased/received, with all the original tags/labels intact.
- All original packaging of the product should be intact with no damage rendered to either the product or its packaging.
How do I return a purchase?
Conditions for return
Conditions under which Returns will be considered.
- Item is physically damaged/defective.
- Significantly varies from the description on the website.
- Wrong item delivered.
- Wrong size delivered.
- Wrong quantity.
- Missing parts/accessories.
On Receiving a Damaged, Defective or Incorrect Item
If an item was delivered defective or damaged, please get in touch with Zana.ke Customer Support team ([email protected]) or call us @ +254 711 449041 or +254 794 518000 within 24 hours from the time of delivery.
*Please DO NOT send your purchase back to the manufacturer.*
Goods exempt from Return/Ineligibility.
Certain goods may be exempt from Returns or Exchanges as defined herein or updated in this document from time to time.
- Items on Clearance Sale cannot be returned or exchanged.
- Return request for the product was raised beyond the specified timelines.
- Any item which has been used or altered is not eligible for return or exchange.
- Any item which does not have the original packaging and accessories.
- Items given as “freebies” cannot be exchanged or returned individually.
- Replacements will depend on the availability of the item.
- In case the replacement item is out of stock, we will refund your amount.
- There are certain categories & brands where return is not possible, please refer Table 1.1 & 1.2
Method of return/Shipping (we can use either 1 or 2)
- To return your product, you should email your request to [email protected]. The return form can be found on our our contact us page. Choose the appropriate enquiry type, include the order number of the product that you would like to return and we will provide you with further instructions with a reply.
You will be responsible for paying the shipping charges for returning your item. Shipping charges are non-refundable. We cannot guarantee that we will receive your returned item, we recommend you consider using a trackable shipping service or purchasing shipping insurance.
2. On Receiving a Damaged or Defective Item
a. If an item was delivered defective or damaged, please get in touch with Zana.ke Customer Support team ([email protected]) or call us @ +254 711 449041 or +254 794 518000 within 24 hours from the time of delivery. To return your product, send it to the an address we will specify to you. To return a product, you can raise a Return Request through emailing us at [email protected]. Remember to include the following details in your Return Request:
(i) Order ID
(ii) Images clearly demonstrating the damage/missing product in the packet Upon receiving your request, Customer Care will confirm the Return Request and inform you about the pickup process. Please ensure that the product is unused and in the original condition it was received in. Include all labels, original packing and invoice along with the product. Customer Support holds the right to ask for clearer images as well as images for the serial codes of the item(s) where available.
Refunds/Exchanges (if applicable)
As a matter of general practice, we shall not allow any cash refunds for goods sold. We shall only undertake exchanges for the products. We will only refund money paid to us in the event that there is no replacement available for the goods returned with 14 days from the date of return.
Where purchase was done using mobile money transfer, refunds shall be done within 7 days after the lapse of the 14 days hereinabove.
Where purchase was done using a debit or credit card, the refund shall be done within 7 days after the lapse of the 14 days hereinabove but shall be subject to our bank and your bank’s timeframe for clearance of funds.
How long does it take to process the refunds?
We process all refunds within 14 business days of receiving the product at our warehouse, upon completion of a quality check and ascertaining that there is absolutely no replacement for the returned good or goods.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you have any questions on any step of the process, do not hesitate to contact us on [email protected] or +254 711 449041 or +254 794 518000.