USN Kenya

Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will credit your account either by a voucher or refund, subject to the below terms.

This Policy forms part of the USN Terms & Conditions, and so words defined in the Terms & Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

My items were delivered damaged. What do I do?

Should an item be damaged (product is squashed or visibly damaged during transit), please email us on sales@usnkenya.com. Damaged goods must be reported to us in this way within 7 days after receiving it. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code to order the product again at no cost (free shipping included too). You can also request a refund on your credit card should you prefer this.

You delivered the incorrect item. What do I do?

Should you have received the incorrect item (product, flavour or size) than that ordered, please email us on sales@usnkenya.com. Incorrectly delivered goods must be reported to us in this way within 7 days after receiving it. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code to order the product again at no cost (free shipping included too). You can also request a refund on your credit card should you prefer this.

My product is defective. What do I do?

Should an item be faulty or defective (product is impossible to consume or is visibly defected), please email us on sales@usnkenya.com. Defective goods must be reported to us in this way within 7 days after receiving it. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code to order the product again at no cost (free shipping included too). You can also request a refund on your credit card should you prefer this.

I have received my correct order but just don’t want it anymore. What do I do?

Should you for some reason no longer want the item that you have purchased and the product is still sealed in its original packaging, please email us on sales@usnkenya.com. Unwanted goods must be reported to us in this way within 7 days after receiving it. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code or given a refund. If the product has been opened and isn’t faulty, you will not be able to return it for a refund. Refunds will be done within 7 working days to the credit card that you used to make the online purchase with.

All credit card refunds will be done within 7 working days to the credit card that you used to make the online purchase with.

What are the refund options available for a return? 

When emailing your return request, you can select a preferred action. While we will do our best to fulfill this preference, we cannot guarantee that the option will be available, and this is also dependent on the outcome of the return. Refunds will take place within 7 working days of receiving the returned product back from you. The available options are dependent on the reason for the return, and include the following:

  • Voucher – You will receive a voucher code for the amount of the returned product. You can use this to order another product of your choice. Shipping will be free when using this ‘returns voucher’.
  • Cash refund on my credit card – We will refund the amount paid for the product to the credit card used in the original transaction.

NEED HELP?

If you have any other queries not covered in the FAQ’s please email sales@usnkenya.com or call us on 0796 111 316 – office hours are Monday – Friday 09:00 – 16:00.

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