Returns & Refund Policy
Last Updated: July 2026
At Zetra Beauty, customer satisfaction is important to us. If you experience an issue with your order, we're here to help.
Return Eligibility
Due to the nature of beauty and personal care products, we only accept returns if:
You received the wrong item.
Your item arrived damaged or defective.
Your order was incomplete.
The product is unopened, unused, and in its original packaging.
For hygiene and safety reasons, we cannot accept returns or exchanges for products that have been opened, used, or tampered with unless they arrived damaged or defective.
Return Request Period
Please contact us within 48 hours of receiving your order if you believe you received an incorrect, damaged, or defective product.
How to Request a Return
To request a return, email us at hello@zetrabeauty.com with:
Our team will review your request and provide return instructions if your request is approved.
Refunds
Once we receive and inspect the returned item, we'll notify you of the outcome.
If approved, your refund will be processed using your original payment method where possible.
Please allow 5–10 business days for the refund to be completed, depending on your payment provider.
Exchanges
Where possible, we'll replace damaged, defective, or incorrectly delivered items instead of issuing a refund.
Non-Returnable Items
The following items cannot be returned unless they arrived damaged or incorrect:
Incorrect Delivery Information
Zetra Beauty is not responsible for orders delayed or delivered incorrectly due to inaccurate customer information provided during checkout.
Contact Us
If you have any questions regarding returns or refunds, please contact us.
📧 Email: hello@zetrabeauty.com
📱 WhatsApp: +254 750 028 165
🕒 Business Hours: Monday – Saturday, 8:00 AM – 6:00 PM (EAT)
