To be eligible for a return or exchange, items must meet the following criteria:

•Timeframe: Returns or exchanges must be initiated within7 days of delivery.•Condition: Items mustbe in their original conditionunworn, 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: The following categories are not eligible for returns or exchanges due to hygiene standards:oSwimwearoUnderwear

•Refunds: Refunds will be credited to your original payment method or, at your choice, issued via:oM-PesaoCredit/Debit Card•Sale Items: Items purchased on sale are eligible forexchanges only; no refunds will be provided.•Processing Time: Refunds will be processed within2-3 business daysafter we receive and inspect the returned item.

To initiate a return or exchange, follow these steps:

1.Contact Customer Support: Reach outto our customer support team atinfo@zosa.co.keor call 07021866to request a return authorization.No returns will be accepted without prior authorization.2.Pack the Item: Securely package the item in its original packaging, including the ZOSA invoice.3.Drop Off or Ship:oDrop off the package at the ZOSA office atMbanduComplex.oAlternatively, arrange for return shipping at an additional fee. Contact customer support for details.4.Inspection and Processing: Once received, we will inspect the item and process your refund or exchange within2-3 business days.

•Shipping Costs: Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.•Defective or Incorrect Items: If you receive a defective or incorrect item, please contact us immediately atinfo@zosa.co.keforassistance.•International Returns: For international orders, additional shipping fees and customs duties may apply. Please contact customer support for guidance.

For any questions or concerns about our Returns and Exchanges Policy, please reach out to our customer support team:

•Email:info@zosa.co.ke•Phone:0702186609•Hours: Monday–Friday, 9:00 AM–5:00 PM EAT

ZOSA Returns & Exchanges Flowchart

A simple flowchart-style guide for handling returns and exchanges at ZOSA.

Start → Customer decides to return/exchange

↓

Contact Customer Support (support@zosastore.com)

↓

Receive Return Authorization

↓

Pack Item (Original packaging + Invoice)

↓

Drop off at ZOSA office OR Arrange Return Shipping (customer cost)

↓

ZOSA Inspects Item

↓

Approved?

Yes → Refund/Exchange Processed (2-3 business days)

No → Rejected Return (Customer Notified)

🏁 End