Refund Policy
Effective Date: Monday June 30th 2025
At Ziwa Express, we prioritize customer satisfaction. If you’re not entirely satisfied with your purchase, we’re here to help.
1. Returns
We accept returns within 7 days of delivery if the item is:
- Defective or damaged on arrival
- Incorrect or not as described
Eligibility conditions:
- The item must be unused and in original packaging
- Proof of purchase must be provided
2. Non-Returnable Items
- Perishable goods (e.g., food)
- Personal care products
- Downloadable software or digital items
- Items on sale
3. Refunds
Once your return is received and inspected, we will notify you of the status. If approved, the refund will be processed to your original payment method within 7–14 business days.
4. Late or Missing Refunds
If you haven’t received a refund yet:
- Check your bank or MPESA account again
- Contact your bank or mobile wallet provider
- If still unresolved, contact us at info@ziwaexpress.com
5. Exchanges
We replace items if they are defective, damaged, or wrongly shipped. Email us within 48 hours of delivery to arrange an exchange.
6. Return Shipping
- The customer bears the return shipping cost unless the item was faulty or incorrect.
- We recommend using a trackable courier service.