SokoMarts Return & Refund Policy

1. Introduction

At SokoMarts, we aim to provide a seamless shopping experience for buyers while ensuring fairness to our vendors. This Return & Refund Policy outlines the conditions under which customers can return products and request refunds. Sellers must comply with this policy to maintain trust and credibility on the platform.

2. General Return Policy

• Buyers can request a return within 7–14 days (depending on the seller’s policy) from the delivery date.
• Returns are accepted only for eligible items (see Non-Returnable Items below).
• Returned products must be in their original condition, unused, and with original packaging, tags, and accessories.
• If a product arrives damaged, defective, or not as described, the seller must provide a full refund or replacement at no extra cost to the buyer.
• The seller is responsible for return shipping if the issue is due to faulty, damaged, or incorrect items. Otherwise, the buyer covers return shipping costs.

3. Eligible Reasons for Return

A buyer can request a return for the following reasons:
✅ Defective or Damaged Product – Item arrives broken, faulty, or malfunctioning.
✅ Incorrect Product – The wrong item, size, or color was delivered.
✅ Product Not as Described – Item differs significantly from the description or images.
✅ Missing Parts or Accessories – The order is incomplete.
✅ Expired or Spoiled Product – For perishable goods or beauty products.

4. Non-Returnable Items

The following items cannot be returned unless they arrive damaged or defective:
❌ Personal Care & Hygiene Products (e.g., cosmetics, underwear, toothbrushes)
❌ Perishable Goods (e.g., fresh food, groceries)
❌ Software, Digital Products & Gift Cards
❌ Customized or Personalized Items
❌ Clearance or Final Sale Items

5. Refund Process

• Once the return is received and inspected, the seller has 2-5 business days to approve or reject the refund.
• Approved refunds are processed via the original payment method within 3-7 business days.
• For cash-on-delivery (COD) orders, refunds may be issued as store credit or mobile money.

6. Return Shipping Guidelines

• If the return is due to the seller’s error (damaged, wrong, or defective items), the seller covers the return shipping fee.
• If the buyer changes their mind (no defect, correct item), the buyer covers return shipping.

7. Dispute Resolution

• If the seller disputes a return, SokoMarts will mediate and make a fair decision.
• If the seller fails to process an eligible return, SokoMarts may issue a refund on the seller’s behalf and deduct the amount from future payouts.

8. Policy Violations

Sellers who fail to comply with this Return Policy may face:
⚠️ Warnings or account suspension
⚠️ Reduced seller performance rating
⚠️ Refunds deducted from their balance

9. Changes to this Policy

SokoMarts reserves the right to modify this Return Policy. Sellers will be notified of any updates that impact their operations.

10. Contact & Support

? Email: info@sokomarts.com
? Phone: +256 752 463322