At Utu, we take pride in delivering high-quality products that bring value, comfort, and joy to our customers. If for any reason you are not fully satisfied with your purchase, we’re here to help. Please read the policy below carefully before initiating a return or exchange.
Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you partial or full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We do not refund/exchange any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Several types of goods are exempt from being returned. Goods customized to your requirements cannot be returned or refunded.
To complete your return, we require a receipt or proof of purchase.
1. No Cash Refunds
Utu does not offer cash refunds for any purchases made on our website.
If you are unsatisfied with your order, you may request either:
- An exchange for another item of equal value
OR - Store credit to use on a future purchase
Store credits cannot be converted to cash.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
2. Eligibility for Exchanges
We accept exchanges only for non-customized items.
You may request an exchange if:
- The item is not personalized or customized in any way
- The item is returned in new, unused condition
- All original tags and packaging are intact
- The request is made within 14 days of delivery
Items that are worn, washed, damaged, stained, or missing tags will not be accepted.
3. Non-Exchangeable Items
The following items are not eligible for exchange:
- Customized or personalized products
- Items with custom prints, embroidery, monograms, tailored adjustments, or special orders
- Sale, discounted, or clearance items marked “Final Sale – No Exchange”
- Items returned in used, damaged, or altered condition
4. How to Request an Exchange
To initiate an exchange:
- Contact us at support@utu-shop.com or +254 727 115 443
- Include your order number, item(s) you wish to exchange, and the reason for the request
- Our team will confirm eligibility and provide you with return instructions
- Once your item is received and inspected, we will process your exchange or issue store credit within 3–5 business days
5. Return Shipping Costs
- Customers are responsible for shipping costs when returning items for exchange.
- If the exchange is due to a defective product or an error on our part, Utu will cover all return and replacement shipping costs.
We recommend using a trackable courier service, as Utu is not responsible for items lost during return transit.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is:
- Defective
- Damaged
- Not what you ordered
Please notify us within 7 days of delivery.
Include clear photos of:
- The defect or issue
- The full product
- The packaging and tags
Once verified, we will arrange a free replacement or provide store credit.
7. Store Credit Conditions
If you choose store credit:
- It will be issued after your returned item is inspected and approved
- It must be used within the validity period indicated
- It cannot be transferred or exchanged for cash
- It can be applied to any product available on the Utu website
8. Processing Time
- Exchange approvals: 1–2 business days
- Inspection of returned item: 1–3 business days
- Shipping of replacement item: 3–7 business days, depending on your location
- Store credit issuance: Within 24–48 hours after approval
9. Contact Us
Our customer support team is here to help.
Email: support@utu-shop.com
Phone: +254727 115 443
Hours: Monday–Friday, 9:00 AM – 5:00 PM EAT