Refunds & Returns Policy

Last Updated: March 18, 2026

At Zeneric Africa Company Limited, we want you to be satisfied with your purchase. This policy explains how returns, replacements, and refunds are handled, ensuring transparency and fairness for both customers and our business.

  1. Return Period
  • Returns must be made within 7 days of delivery.
  • Items must be unused, undamaged, and in their original packaging.
  • Custom, tailor-made, or digital/downloadable products cannot be returned unless defective.
  1. Non-Returnable Items
  • Products altered or damaged after delivery.
  • Items purchased from third-party sellers.
  • Clearance or final-sale items.
  1. How to Return an Item
  • Contact us within 7 days of delivery with:
    • Order/invoice number
    • Reason for return
    • Quantity of items
    • Photos for defective items
  • Our team will issue a Return Authorization Number (RAN) and guide you through the return process.
  1. Return Shipping
  • Customers are responsible for return shipping unless the item is faulty, damaged, or delivered incorrectly.
  • Use trackable shipping, as Zeneric Africa Company Limited is not liable for lost or damaged returns.
  1. Refunds & Replacements
  • Returned items are inspected for eligibility.
  • Approved returns result in:
    • Replacement, or
    • Refund via the original payment method within 7–14 business days
  • If a replacement is unavailable, store credit may be offered.
  • Refunds may take additional time to reflect depending on your bank or payment provider.
  1. Faulty or Damaged Items
  • Report defective items immediately with photos.
  • Our team will assist with replacement or refund options.
  1. Your Rights
  • Customers are entitled to a refund or replacement under the Consumer Protection Act of Kenya and related laws.
  1. Contact Information

For returns, replacements, or questions: