Customer Complaints & Resolution Policy
How to raise a complaint and how we handle and resolve it fairly.
Effective 6 September 2026
Zorvetska Limited is committed to providing high-quality products and service. We value feedback and treat every complaint as an opportunity to improve. This policy explains how to raise a complaint and how we will handle it.
1. How to Raise a Complaint
You can contact us through any of the following channels:
- Email: [email protected]
- Phone: +254-720761183
- In writing: Kahawa Sukari, Wundanyi Road, 4th South, Zorvetska Suit 18, Nairobi, KENYA
2. Information to Include
To help us resolve your complaint quickly, please include your name and contact details, a clear description of the issue, any relevant dates and references, and the outcome you are seeking.
3. Our Process
- Acknowledgement — we aim to acknowledge complaints within two business days.
- Investigation — we review the matter fairly and objectively, gathering any information needed.
- Resolution — we aim to provide a substantive response within ten business days. Where a matter is complex, we will keep you informed of progress and expected timelines.
4. Escalation
If you are not satisfied with the outcome, you may request that your complaint be escalated for further review by a senior member of our team. We will confirm the final outcome in writing.
5. Fair Treatment
All complaints are handled confidentially and without detriment to the complainant. We use insights from complaints to improve our products and service.