Refund & Returns Policy
Last updated: 2026-03-01
Our Commitment
At Kodlas Zero, we stand behind every product we sell. If you are not completely satisfied with your purchase, we want to make it right. This policy explains your options clearly and honestly.
30-Day Satisfaction Guarantee
We offer a 30-day money-back guarantee on all Kodlas Zero products.
If you are unsatisfied with your purchase for any reason within 30 days of delivery, contact us and we will issue a full refund of the product price — no lengthy interrogation, no complicated process.
The 30 days starts from the date your order is delivered, not the date of purchase.
What We Cover
| Situation | Resolution |
|---|---|
| Product did not work as expected | Full refund |
| Wrong product delivered | Full refund + correct product sent at no charge |
| Damaged or tampered packaging on arrival | Full refund or replacement |
| Product not delivered within 14 days of dispatch | Full refund |
| Allergic reaction (with details provided) | Full refund |
| Changed your mind (unopened product) | Full refund |
| Partial use — product did not meet expectations | Full refund |
What We Do Not Cover
- Refund requests made after 30 days of delivery
- Products purchased from unauthorised third-party sellers
- Dissatisfaction based on unrealistic expectations (e.g. expecting results in 3 days for a 90-day programme)
- Orders where an incorrect delivery address was provided by the customer
How to Request a Refund
Step 1 — Contact us within 30 days of delivery
Reach us via any of the following:
- WhatsApp: +1 289 969 7309
- Email: support@dalawellness.com
- Website: dalawellness.com/contact
Step 2 — Tell us your order number and reason
Simply send us your order number (found in your confirmation message) and a brief description of the issue. You do not need to return the product in most cases.
Step 3 — We process your refund
Once approved, refunds are processed within 3–5 business days back to your original payment method:
- M-Pesa refunds: processed within 24–48 hours
- Card refunds: 3–5 business days (depending on your bank)
- Cash on Delivery orders: refunded via M-Pesa to the phone number on your order
Returns (Physical Product)
In most cases we do not require you to return the product to receive a refund. This is our commitment to making the process as simple as possible for our customers in Kenya and Tanzania.
For damaged, wrong, or tampered products, we may ask you to send a photo via WhatsApp as confirmation — this is all we need.
In exceptional cases where a return is required, we will:
- Provide a prepaid return arrangement, or
- Deduct a reasonable return shipping cost from the refund
We will never ask you to pay out of pocket to return a product before your refund is processed.
Exchanges
If you received the wrong product or a damaged item, we will send the correct product at no additional charge once confirmed. Exchanges are processed within 2–3 business days of confirmation.
If you would like to exchange a product you ordered correctly (e.g. swap one supplement for another), contact us and we will guide you through the process. A price difference may apply.
Subscription Orders
For customers on our Subscribe & Save programme:
- You may cancel your subscription at any time before your next renewal date with no penalty
- Cancellation requests received after an order has been dispatched will be processed as a standard refund request
- To cancel or pause your subscription: log into your account at dalawellness.com/account or contact us via WhatsApp
Cash on Delivery (COD) Orders
For COD orders that are refused at delivery or not collected:
- The order will be returned to our fulfilment centre
- A redelivery fee may apply if you request the order to be resent
- No refund is issued for refused COD orders unless the product itself is faulty or incorrect
Delayed or Lost Orders
If your order has not arrived within the following timeframes from your dispatch notification, contact us immediately:
| Market | Standard Delivery | Express Delivery |
|---|---|---|
| Nairobi (within city) | 2–3 days | Same day / next day |
| Kenya (outside Nairobi) | 3–5 days | 2–3 days |
| Dar es Salaam (within city) | 3–4 days | 1–2 days |
| Tanzania (outside Dar es Salaam) | 5–7 days | 3–5 days |
If your order is confirmed lost, we will reship at no charge or issue a full refund — your choice.
Compliance Notice
These products are food supplements. Results vary between individuals. Our 30-day satisfaction guarantee covers your satisfaction with the product and your experience — it is not a guarantee of specific health outcomes. These statements have not been evaluated by the Kenya Bureau of Standards (KEBS), the Pharmacy and Poisons Board (PPB), or the Tanzania Food and Drugs Authority (TFDA) as a cure for any condition.
Contact Us
We are a real team and we respond to every message.
- WhatsApp (fastest): +1 289 969 7309
- Email: support@dalawellness.com
- Hours: Monday – Friday, 8:00 AM – 6:00 PM EAT
Kodlas Zero · Rooted in wellness. Built for Africa.