Refund and Returns Policy

Last Updated: November 2025

Thank you for shopping with Utamaduni Souvenirs Limited. We value your satisfaction and have established the following refund and returns policy.

1. Eligibility for Returns

You may return an item within 7 days of delivery if:

The product is defective or damaged upon arrival.
The wrong item was delivered.
The product differs significantly from its online description.

2. Non-Returnable Items

We cannot accept returns for:

Used or damaged items not due to our fault.
Personalized or custom-made souvenirs.
Sale or clearance items (unless defective).

3. Return Process

To initiate a return:

Contact us at info@kisikazi.shop within 7 days of receiving your order.
Provide your order number, photos (if applicable), and reason for return.
Our support team will review your request and provide instructions for return shipping.

4. Refunds

Once we receive and inspect the returned item, we’ll notify you of approval or rejection.
Approved refunds will be processed within 7–14 business days via your original payment method.

5. Exchanges

If you wish to exchange an item (e.g., wrong size or color), contact us within 7 days to arrange for a replacement, subject to stock availability.

6. Shipping Costs

You will be responsible for return shipping costs unless the item was defective or shipped in error.
In such cases, we will cover the return shipping fee or provide a prepaid return label.

7. Contact for Refunds & Returns

For refund or exchange assistance:
📧 payments@kisikazi.shop
📞 +254 703 943 541