When a Zawadigital gift card purchase qualifies for a refund, and how to request one.
Effective 2 September 2026
Gift cards purchased through Zawadigital are non-refundable once redeemed — in full or in part — because the merchant has already honoured the card's value against a purchase in their store. This applies to both single-value and stored-value cards; a partially redeemed card is only refundable for its unredeemed remaining balance, and only under the conditions below.
An unredeemed card may qualify for a refund within 14 days of purchase, provided the merchant has not yet been paid out for that order. Once a merchant payout for an order has been released, that order's card can no longer be refunded through Zawadigital directly — the merchant becomes the appropriate party to resolve the request, and we will help coordinate.
Refunds are returned via the original payment method (currently M-Pesa reversal) wherever the payment rail supports it.
If a merchant ceases operations while an unredeemed card is outstanding, Zawadigital will work to provide alternative redemption options — such as a credit toward another merchant on the platform — or a refund, where possible. We do not guarantee a specific outcome in every case, but we treat this as a priority support issue.
Email hello@zawadigital.co with your order reference (shown on your order confirmation email and the checkout success page) and the reason for the request. Signed-in buyers can also start from their order in the vault.
A self-serve refund request button on the order-status page and in the customer vault is planned, so a request lands directly in our review queue without email. Until it ships, the email process above is fully staffed and reviewed by our team.
This policy sits alongside our Terms & Conditions, which govern the full relationship between you and Zawadigital.