Returns, Refunds & Exchanges Policy
Introduction
At Zuri Nzuri, we want you to love every item you purchase. If you’re not completely satisfied, we’re here to help — in accordance with the Consumer Protection Act (CPA) and all other applicable laws. The benefits provided under this Returns Policy are in addition to your legal consumer rights.
General Returns Conditions
We guarantee a refund or exchange for unworn items returned in sellable condition, with the original receipt and packaging, within 14 days of purchase. Zuri Nzuri reserves the right to determine whether the returned product meets the criteria for resale.
Non-Returnable or Non-Exchangeable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged under any circumstances:
- Earrings
- Hair accessories
Please also note:
- No returns or exchanges are accepted for sale items, including Black Friday, Cyber Monday, or any promotional sale purchases.
- Items purchased during these promotional periods can be exchanged only for the same value (no refunds).
How to Return or Exchange an Item
You may return your online order to our warehouse via courier for a refund or exchange.
To start your return:
- Email info@zurinzuri.com with your order number and reason for return.
- We will respond within 24 hours to assist with the process.
- A small return courier fee may apply (unless the return is due to an error or defect).
- Exchanges are only available for items of equal value to the original purchase.
- Please include a digital or printed copy of your order confirmation with your return.
- All items must be returned in their original packaging and in sellable condition.
Please allow up to 14 working days from the date your return is processed for your account to be credited.
Refunds
Refunds are issued to your original method of payment once the returned item has been received and inspected by our warehouse team.
- Cash refunds are not available under any circumstances.
- Refunds are processed only when all conditions of this policy are met.
- Please allow up to 14 business days for the refund to reflect in your account.
Return Shipping Costs
If you’re returning an item for any reason other than defect, delay, or error, you will be responsible for the return shipping cost. We strongly recommend returning your parcel via a traceable courier service, as all returned items remain the responsibility of the purchaser until received by Zuri Nzuri. If your return is due to a Zuri Nzuri error (for example, a wrong or defective item), we will cover the full cost of return shipping.
Condition of Returned Items
All returned products must be:
- Unused, unworn, and undamaged,
- In original packaging, with swing tags, price labels, and care labels attached, and
- Free from any marks, odours, or alterations.
We cannot accept returns on:
- Damaged or worn items,
- Personalised or custom-made products, or
- Items that are not in a resellable condition.
Warranty and Faulty Items
All items are covered under a 6-month warranty from the date of delivery. If you believe your product is faulty, it will be assessed under the terms of this warranty. Where applicable, Zuri Nzuri may choose to repair the item, replace it with the same or equivalent product, or offer a refund if neither of the above solutions is possible. The warranty does not cover damage caused by misuse, neglect, or normal wear and tear.
Processing Delays
Please note that during busy sale periods or promotional events, return and refund processing times may take longer than usual due to higher order volumes. We appreciate your patience during these times.
Need Assistance?
If you have any questions about your return, our Customer Care team is happy to assist:
083 500 3164
info@zurinzuri.com
Policy Disclaimer
Zuri Nzuri reserves the right to update, amend, or revise this Returns Policy at any time without prior notice. All updates will take effect immediately upon publication on this website. Your continued use of our services constitutes acceptance of any revised terms.
