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CLAIMS AND EXCHANGES
If for any reason you are not satisfied with any product, please return it to Kinzo in original condition and original packaging within 7 days of receipt of the product. The returned products may be exchanged or a credit note will be issued. We do not offer a refund for items incorrectly ordered or no longer required. All returns must be authorized by Kinzo. Freight charges on returns will not be credited. Also, freight will be charged when sending any exchanged products.
Kinzo will not accept product returns for custom made or made to order products unless such custom made or made to order products are faulty or do not conform to specifications.
DAMAGED/FAULTY GOODS AND SHORTAGES
If you receive a product which is faulty (or where the product is custom made and does not conform to specifications) contact Kinzo to arrange free return delivery and an exchange, refund or credit to your account. If you receive an order with shortages, contact Kinzo to arrange for delivery of the product shortage. You will not be charged for the freight costs of products sent out to satisfy product shortages. Kinzo will not accept returns for products that have been damaged after delivery. You must notify Kinzo of the fault within a reasonable time of delivery, provide full details of the fault along with the invoice number, and look after the products until they are returned.
Who pays for postage on returned items?
For change of mind returns, it is your responsibility to pay for postage to return your product. We recommend using a trusted courier as we won’t be held responsible for any product that you return that goes missing or damaged in transit.
Do you refund faulty items?
Kinzo always aims to provide high-quality products. However, if an item is faulty, please notify us and we will happily replace it or refund your purchase price.
Can I exchange my purchase?
Yes you can exchange your order, you are just required to complete a return request within 7 days of receiving your items to obtain a Return Authorization Number.
Can I track my exchange?
Once your exchange has been processed by our customer service team, a new order will be placed for you. Once your order has been dispatched, you will receive new tracking information details via email.
How do I know you’ve received my return?
Once we have received and processed your return, our team will be in touch via email to confirm.
When will I receive my refund?
If you have qualified for a refund, please allow 3-5 business days for your refund to be processed and returned to your nominated account or original payment method.
How do I reset my password?
If you have forgotten your password simply click the ‘lost password’ link at login and follow the prompts to set a new one.
Alternatively, if you wish to change your password you can sign in and click the ‘change password’ option within your account dashboard. You will then be prompted to set and confirm your new password.
I’m having trouble signing in, can you help me?
If you are having issues signing into your account please ensure your login details have been entered correctly, keep in mind the password field is case sensitive.
If you still cannot access your account please contact our team and we will assist you.
Will my information be sold to third parties?
Kinzo will not sell any of your information to third parties. Any information provided will be done so with appropriate privacy and confidentiality protection.
How much is delivery?
Freight and handling charges depend on the weight and the dimensions of the shipment with the exception of bulky items. Please refer to the freight charge table .
When can I expect my order?
Orders are usually dispatched within 24 hours. Please refer to the timeframes in the delivery table.
How do I track my order?
You can track your order via the details provided in your Dispatch Confirmation email.
What delivery methods does Kinzo offer?
Most orders will be delivered by courier like Aramex or SMSA
Will the driver call me?
Yes, the driver will call you regarding your delivery.
My order is missing, what do I do?
Contact us immediately if you believe your order is outside the delivery time and we will investigate this for you.
One or more of my boxes is missing?
If you have received part of your order or a short shipment, please allow up to 72 hours for the remaining items to be delivered.
This can occur if a box has been separated in transit. If it is outside the 72 hours, please contact us immediately.
Do you deliver to a business address?
If you want your order sent to a business, your workplace or a school, please ensure the complete and correct details are in the delivery address. Clearly state a business name, contact name, department, address and a phone number. Incomplete delivery details put your order at risk of being returned to the depot by the courier.
Can I change my delivery address?
Once your order is in transit any changes to the original delivery address can take 48 hours to be processed. The order may be delivered to the original address within this time.
Please note address changes while in transit cannot be guaranteed due to the speediness of our deliveries.
Where is my confirmation email?
You should receive your order confirmation email within 30 minutes of placing your order. If you haven’t please check your junk or spam email folder
If you have placed the order with a registered account you can check your order history via your dashboard. If you have no record of the purchase it is likely it was unsuccessful. If you’re unsure we recommend checking your bank statement for the charge and getting in touch with our team
What forms of payment do you accept?
We accept MADA Card Visa, and MasterCard. You can also checkout using PayPal or Electronic Funds Transfer. Customers registered as a business can also choose to pay by account
Can I make changes to an existing order?
As we dispatch orders continuously throughout the day, you will need to contact us immediately to make changes to your order. Once your order has been dispatched we are unable to make changes
How do I cancel my order?
If you are yet to pay for your order you can cancel it any time. Once an order has been paid for and dispatched we are unable to cancel the order. At this stage you must contact our team to organize a return
What forms of payment do you accept?
We accept Mada Cards. Also we accept Visa and MasterCard credit cards. You can also checkout using PayPal or Electronic Funds Transfer. .
Is it safe to use my credit card online at Kinzo?
Your credit card payment will be conducted directly via the Payment Express payment facility over a Secure Socket Layer (SSL) connection. Kinzo does not store Credit Card information or have access to your Credit Card details.
How do I pay by account?
If you have been set up to purchase via an account you will have the option to select pay via account in the payment section of the checkout.