Refund policy

Returns

The following sets out USN’s standard returns policy concerning online purchases. However, if there are any queries or questions you may have, you can contact us at online@ke.usn.global

If you are not satisfied with your purchase and would like to return the goods, please contact us at online@ke.usn.global within seven (7) days (unless otherwise specified) after receiving your parcel, specifying the reason for the return. Items sent back to us without first requesting a return will not be accepted.

Please note that returns must clearly be marked with your name and original order details and need to be sent to the following address:

USN Kenya
2nd Floor Kalson Towers Along 22 the Crescent
Off Parklands Road
Parklands
Nairobi
Kenya

Returned products, excluding products that have been found to be defective, must meet the following criteria to be eligible for a refund:

  1. Products must be in resalable condition, unsoiled and with no damage to the container, lid, seal or label.
  2. Products must be unopened.
  3. Products must be in the original packaging.
  4. Products must be returned to USN within seven (7) days of receipt.

If you believe a product to be faulty/defective/inconsumable, please contact online@ke.usn.global for assistance from our quality control department who will guide you with the correct process to follow. If the product has been opened, USN will only issue a refund if the product is found to be faulty/defective/inconsumable. Our quality control team will inspect the product and compare it versus the retention sample before approving a refund. All refunds and/or returns remain within the sole discretion of USN.

Please note that returns can take between 7–10 business days to be received and processed, however, USN will do our best to minimise any delay.

Refunds

The best way to ensure that the returns process is finalised as soon as possible, is to return the item you have, and once the return is accepted and approved, a voucher code to the same amount of that of the product purchased initially will be sent to you via email. This voucher code can be used to purchase new product/s.

If your return is approved and you request a refund, you will be automatically refunded on the original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at online@ke.usn.global.
Refunds are only made to Kenyan bank accounts.

Damages and Other Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and correct it.