Return & Refund Policy

1. Return Window

You may request a return within 90 days of the delivery date shown on your order. Returns requested after this window will not be accepted unless required by local consumer protection law.

2. Eligible Items

To qualify for a return, items must generally be:

• Unused, unworn, and in the condition you received them
• In the original packaging, with tags and accessories included
• Accompanied by the order number or proof of purchase

3. Non-Returnable Items

For hygiene, safety, or practical reasons, the following categories cannot be returned unless defective on arrival:

• Underwear, swimwear, and pierced jewelry
• Opened cosmetics, skincare, and personal care items
• Perishable goods and groceries
• Gift cards and digital vouchers
• Made-to-order or personalized items

4. How to Start a Return

To request a return:

1. Go to My Orders in your dashboard
2. Select the order and click Request Return
3. Choose a reason and, for damaged or incorrect items, attach a photo
4. Print the prepaid return label we email you, or arrange pickup where available
5. Drop off the package within 7 days of approval

5. Damaged, Wrong, or Missing Items

If an item arrives damaged, defective, or different from what you ordered, contact us within 48 hours of delivery with photos of the item and packaging. We'll arrange a free return and send a replacement or full refund — whichever you prefer — without waiting for the item to be sent back first in most cases.

6. Refunds

Once your returned item is received and inspected by the seller or our returns center, we'll notify you by email or SMS. Approved refunds are issued to your original payment method:

• Mobile Money: 1–3 business days
• Card payments: 5–10 business days, depending on your bank
• Cash on Delivery orders: refunded to Mobile Money or bank transfer, whichever you provide

7. Exchanges

Need a different size or color instead of a refund? Select "Exchange" when requesting your return. Exchanges are subject to stock availability; if the item you want is unavailable, we'll issue a refund instead.

8. Who Pays for Return Shipping

Return shipping is free when the item is damaged, defective, or not what you ordered. For change-of-mind returns (e.g. wrong size, no longer wanted), a small return shipping fee may be deducted from your refund, shown at the time you request the return.

9. Order Cancellations

You can cancel an order for free any time before it has been marked "Shipped" from My Orders. Once an order has shipped, it must instead be returned using the process above after delivery.

10. Contact Us

Have a question about a specific order? Reach our support team at support@kuuzaconnect.com or start a chat from your order details page, and we'll respond within one business day.