RETURNS & REFUNDS

A2Z Africa Kenya – Return and Refund Policy

Thank you for shopping with A2Z Africa Kenya! We aim to provide you with the best products and services. If you need to return an item, we have outlined the process below to ensure that your return is handled swiftly and fairly.

1. Returning an Item

You can initiate a return within 3 days after delivery or collection for the following eligible reasons or in case of change of mind:

  • Eligible Reasons for Return:
    • Wrong Item: You received an item different from what you ordered.
    • Damaged or Defective Item: If the item is damaged or defective upon receipt.
    • Incomplete Item: Missing parts or accessories that were supposed to be included.
    • Wrong Size: If the item does not match the size ordered (applicable to clothing and footwear).
    • Counterfeit Items: If the item is found to be counterfeit or not authentic.
    Please ensure that any of these issues are reported as soon as possible to facilitate a smooth return process.
  • Change of Mind:
    • You can return items if you change your mind, provided the goods are in the same condition they were in before dispatch.
    • The item must be unused, in its original packaging, and with all seals, tags, and accessories intact.
    Please note that products which have been used or altered will not be eligible for return.

2. Conditions for Return

To ensure your return is processed correctly, please adhere to the following conditions:

  • Seals, Tags, and Accessories: Ensure all seals, tags, and accessories are intact, and the item is in its original packaging.
  • Device Passwords: If you are returning a device (e.g., a phone, tablet, or laptop), please ensure any passwords or security features (such as screen locks) are removed. Failure to do so will result in your return being invalid.
  • Event Tickets: Tickets for events, concerts, or experiences are not eligible for return under any circumstances.

3. Refund Process

To expedite your refund process:

  • Drop-off at A2Z Africa: For faster processing, we recommend that you drop off your return at any of our A2Z Africa locations. This will allow us to quickly inspect the returned items and process your refund or exchange.
  • Refund Method: Refunds will be issued to the original payment method or as store credit, depending on the specific terms of your order.

4. Non-Returnable Items

The following product categories cannot be returned due to a change of mind:

  • Promotional goods:
  • Customized or Personalized Items: Products made to order or personalized with engraving, monograms, etc.
  • Digital Goods: Software, downloadable products, or eBooks.

If you’re unsure about an item’s eligibility for return, please contact our customer service team for clarification.

How to Return Your Item

  1. Contact Us: Reach out to our customer service team within 3 days of receiving your item. Include your order number, product details, and the reason for the return.
  2. Return Authorization: Once your return request is approved, you will receive further instructions on how to proceed.
  3. Return the Item: Drop off the item at any A2Z Africa location or follow the return shipping instructions provided by our team.
  4. Refund Process: Once we receive and inspect the returned item, we will process your refund or exchange within 3 business days.

Contact Us

If you have any questions or need assistance with your return, please contact our customer service team at:

  • Phone: +254 (0) 115126510
  • Email: sales@a2z.co.ke
  • Website: https://www.a2z.co.ke/