Refund and Returns 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.

1. 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: The following categories are not eligible for returns or exchanges due to hygiene standards:
  • Swimwear
  • Underwear

2. 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.

3. Return Process

To initiate a return or exchange, follow these steps:

1. Contact Customer Support: Reach out to our customer support team at info@zosa.co.ke or call 07021866 to 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:
   • Drop off the package at the ZOSA office at Mbandu Complex.
   • Alternatively, 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 within 2-3 business days.

4. Additional Information

• 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 at info@zosa.co.kefor assistance.
• International Returns: For international orders, additional shipping fees and customs duties may apply. Please contact customer support for guidance.

5. Contact Us

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