Returns and Exchanges Policy
At ZOSA, we are committed to ensuring a seamless and satisfying shopping experience. Please review our updated Returns and Exchanges Policy for your region to understand the process and requirements.
Eligibility for Returns and Exchanges
To be eligible for a return or exchange, items must meet the following criteria:
- Timeframe: Returns or exchanges must be initiated within 7 days of delivery.
- Condition: Items must be in their original condition — unworn, unwashed, and free of sweat, dirt, stains, or odors, with all original tags attached.
- Documentation: The original ZOSA invoice must accompany the return.
-
Non-Returnable Items:
- Swimwear
- Underwear
Refund and Exchange Options
-
Refunds: Refunds will be credited to your original payment method or, at your choice, issued via:
- M-Pesa
- Credit/Debit Card
- Sale Items: Items purchased on sale are eligible for exchanges only; no refunds will be provided.
- Processing Time: Refunds will be processed within 2–3 business days after we receive and inspect the returned item.
Return Process
-
Contact Customer Support:
Email: info@zosa.co.ke
Phone: 0702186609
No returns will be accepted without prior authorization. -
Pack the Item:
Securely package the item in its original packaging, including the ZOSA invoice. -
Drop Off or Ship:
- Drop off at the ZOSA office (Mbandu Complex).
- Or arrange return shipping at an additional fee (contact support for details).
-
Inspection and Processing:
Once received, we will inspect the item and process your refund or exchange within 2–3 business days.
Additional Information
- Shipping Costs: Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
- Defective or Incorrect Items: Contact us immediately at info@zosa.co.ke for assistance.
- International Returns: Additional shipping fees and customs duties may apply. Please contact customer support for guidance.
Contact Us
Email: info@zosa.co.ke
Phone: 0702186609
Hours: Monday – Friday, 9:00 AM – 5:00 PM (EAT)
Returns & Exchanges Flowchart
Start → Customer decides to return/exchange
↓
Contact Customer Support (info@zosa.co.ke)
↓
Receive Return Authorization
↓
Pack Item (Original packaging + Invoice)
↓
Drop off at ZOSA office OR Arrange Return Shipping
↓
ZOSA Inspects Item
↓
Approved?
Yes → Refund/Exchange Processed (2–3 business days)
No → Rejected Return (Customer Notified)
↓
Contact Customer Support (info@zosa.co.ke)
↓
Receive Return Authorization
↓
Pack Item (Original packaging + Invoice)
↓
Drop off at ZOSA office OR Arrange Return Shipping
↓
ZOSA Inspects Item
↓
Approved?
Yes → Refund/Exchange Processed (2–3 business days)
No → Rejected Return (Customer Notified)