7-day window
Submit an eligible return within seven days.
Simple and transparent returns
Refund Policy
Review the eligibility requirements, refund process and return-shipping responsibilities before returning an item.
Original condition
Items must be unused and in original packaging.
Proof of purchase
Keep your receipt or other purchase evidence.
Before you make a return
Refund and exchange requirements
Use this guide to determine whether an item qualifies and what to expect after it is returned to the merchant.
Returns must be requested promptly.
If more than seven days have passed since the purchase,
we cannot offer a refund or exchange under this policy.
Return Eligibility
Our refund policy lasts seven days from the date of purchase. To qualify for a return, the item must meet all the following conditions:
It is unused and in the condition in which it was received.
It is returned in its original packaging.
The request is submitted within seven days of purchase.
A receipt or other proof of purchase is provided.
Non-returnable Items
Certain products cannot be returned for safety, hygiene, licensing or product-integrity reasons. These include:
- Perishable goods, including food and flowers.
- Newspapers and magazines.
- Intimate, sanitary, health and selected personal-care items.
- Hazardous materials and flammable liquids or gases.
- Gift vouchers and gift cards.
- Downloadable software products.
Partial Refunds
Where applicable, only a partial refund may be granted for an item that is not in its original condition, is damaged, or has missing parts for reasons that are not due to our or the merchant's error.
The approved amount will depend on the condition of the returned item
after the merchant completes an inspection.
Refund Process
After the merchant receives and inspects the returned item, you will receive an email confirming receipt and informing you whether the refund has been approved or rejected.
1
Return submitted
Send the eligible item to the address supplied by the merchant.
2
Merchant inspection
The merchant checks the item and confirms that it meets the requirements.
3
Decision communicated
You receive an email confirming approval or rejection.
4
Approved refund processed
The refund is sent through the applicable payment process.
Late or Missing Refunds
If an approved refund has not appeared, complete these checks:
- Check your bank account again.
- Contact your card provider because posting may take additional time.
- Contact your bank and ask whether the refund is still processing.
- If the refund is still missing, email help@kouponzetu.com or call 0713 300 708.
Sale and Deal Items
Only regular-priced items may be refunded.
Sale and deal items are not eligible for a refund under this policy.
Exchanges
KouponZetu facilitates replacement only when an item is defective or damaged. If you need to exchange an eligible item for the same product, contact the merchant by telephone or email.
Return Shipping
Return the product to the address supplied by the merchant. Where applicable, you are responsible for return-shipping costs. Shipping costs are non-refundable and may be deducted from an approved refund.
Delivery times for an exchanged product vary depending on your location. When returning an item valued above KES 5,000, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of an untracked return.
Merchant address
Use only the return address supplied by the merchant.
Track higher-value items
Use tracking or insurance for returns above KES 5,000.
Need Help With a Refund?
Our customer care team can help you understand the next step.