Refund & Returns Policy

This Refund & Returns Policy was last updated on 22nd July 2025 and applies to citizens and residents of Kenya.

At Zemuki EDGEX, we take pride in the quality of every product we curate. Our Refund & Returns Policy is designed to provide a smooth, fair, and transparent process for our valued customers while upholding the premium standards of our offerings.

Eligibility for Returns

You may return an item within 7 days of delivery, provided that:

• The product is unused, in its original packaging, and in resalable condition
• A valid proof of purchase (such as your order confirmation or receipt) is provided

We reserve the right to decline returns that do not meet these conditions.

Non-Returnable Items

To protect product integrity and for hygiene reasons, the following items are not eligible for return:

• Personal care products (e.g., skincare, grooming items, fragrances)
• Wearables such as underwear or swimwear
• Customized or special-order products
• Digital goods or software licenses

Refund Process

Once your return is received and inspected:

1. We will notify you of the approval or rejection of your refund.
2. If approved, your refund will be processed within 3–5 business days via your original method of payment.
3. Shipping fees are non-refundable, unless the return is due to a defective item or shipping error on our part.

Exchanges

We offer exchanges only for defective or damaged items. To request an exchange:

• Contact our support team within 3 days of delivery
• Provide clear photos and a description of the issue
• Exchanges are subject to product availability

If the item is unavailable, we may offer a full refund or alternative replacement.

Return Shipping

• Customers within Nairobi may return eligible items at designated Zemuki drop-off points.
• Customers outside Nairobi are responsible for return shipping costs.
• We recommend using a trackable shipping service to ensure safe return delivery.

Damaged or Incorrect Items

If your item arrives damaged or incorrect:

• Contact Us within 48 hours of delivery
• Include a brief description and supporting photos
• We will arrange a replacement or full refund at no additional cost to you

Contact & Support

Need help with a return or refund?

Please reach out to us via the Contact Us page. Our team is here to assist with care, clarity, and prompt resolution.