Returns Policy

1. Overview & Return Window

The SOKONI marketplace connects buyers with verified sellers across Kenya. Our returns policy protects buyers while being fair to sellers.

• Return window: 7 calendar days from confirmed delivery
• Returns portal: Profile → My Orders → Return Item
• Support email: support@mysokoni.co.ke

The return window starts from the date shown as "Delivered" in your order tracker, or the date you confirm receipt — whichever is earlier.

2. Eligible Returns

You are eligible for a return in the following circumstances:

Buyer Protection Returns (Full Refund Guaranteed)

• Item not received — order shows delivered but you did not receive it
• Wrong item — received a different product from what you ordered
• Significantly not as described — major difference between listing and item received (colour, size, model, condition)
• Counterfeit or inauthentic — item is a fake or unauthorised replica
• Damaged in transit — item arrived broken, cracked, or otherwise damaged
• Defective product — item doesn't function as described or stops working within 7 days

Seller's Own Return Policy

Individual sellers may also accept "change of mind" returns. This is shown on each product page under "Seller Return Policy". When a seller offers extended returns, their policy applies in addition to this platform policy.

3. Non-Returnable Items

The following items cannot be returned unless defective or significantly not as described:

• Perishable goods — food, beverages, fresh produce
• Undergarments, swimwear, and pierced jewellery (hygiene reasons)
• Digital downloads once accessed
• Custom-made or personalised items
• Hazardous materials
• Items explicitly marked "No Returns" on the product listing page
• Opened beauty or personal care products
• Medicines and health supplements

4. Item Condition Requirements

For a successful return, items must be:

• In their original, unused condition (for buyer's-remorse returns)
• Returned in original packaging with all tags, accessories, and documentation included
• Not damaged by the buyer (damage occurring before return voids eligibility)

For defective or wrong items, the condition requirement is relaxed — items do not need to be unused, but photos of the defect or discrepancy are required.

5. How to Return

1. Go to Profile → My Orders and find your order
2. Tap "Return Item"
3. Select your return reason from the list
4. Upload photos of the item — especially if damaged, wrong, or defective
5. Submit the return request
6. You'll receive a confirmation within 24–48 hours with instructions for collection or drop-off

Do not send the item back before receiving a return approval and a return authorisation reference. Unauthorised returns may not be processed.

6. Collection & Drop-Off

SOKONI Collection

For approved returns in Nairobi and major towns, SOKONI will arrange a rider to collect the item from your location at no cost. You will receive an SMS with the collection time window.

Seller Collection

For seller-arranged returns, the seller will contact you to coordinate. Sellers must collect within 5 business days of return approval.

Self Drop-Off

In some areas, a drop-off point may be arranged. Details will be provided in the return approval notification.

7. Refund After Return

Once the returned item is received and inspected:

• Approved: Full or partial refund processed within 5 business days
• Rejected: Item returned to buyer with a reason; no refund issued

Refund methods: M-Pesa (24 hours after approval), SOKONI Wallet (instant), Card (3–7 business days). See our Refund Policy for full details.

Return shipping costs are borne by SOKONI for Buyer Protection cases. For seller-policy returns ("change of mind"), the buyer may bear return shipping costs as stated by the seller.

8. Seller Responsibilities

SOKONI sellers agree to the following when listing on the platform:

• Accurately describe products — photos, specifications, and condition must match the item
• Package items appropriately to prevent damage in transit
• Accept returns for Buyer Protection cases — these are non-negotiable
• Respond to return requests within 48 hours
• Sellers who repeatedly receive return disputes may be suspended or removed from the platform

Sellers may set their own extended return policies (beyond 7 days) in their seller settings. SOKONI's minimum 7-day window always applies.

9. Disputes

If a seller disputes a return claim or you are not satisfied with the outcome:

1. Escalate within the app: Profile → Orders → [order] → "Escalate Dispute"
2. SOKONI's dispute team will review evidence from both buyer and seller
3. A decision is issued within 5–7 business days
4. SOKONI's decision is final for platform-level disputes

For unresolved disputes, you may contact the Consumer Protection Division of the Kenya Competition Authority.

10. Contact

See also: Refund Policy  |  Terms of Service  |  Help Center