Overview

Our refund and returns policy lasts 7 days. If 7 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Partial Refunds

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error
  • Any item returned more than 7 days after delivery

Refunds

Once your return is received and inspected, we will send you an email notifying you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within three (3) working days.

Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account again.
  2. Contact your credit card company — it may take some time before your refund is officially posted.
  3. Contact your bank — there is often some processing time before a refund is posted.

If you’ve done all of this and still have not received your refund, please contact us at sokocity@gmail.com.

Sale Items

Only regular priced items may be refunded. Sale items are non-refundable.

Exchanges

We only replace items if they are defective or damaged.
If you need to exchange it for the same item, email us at sokocity@gmail.com.

  • Within Nairobi & its environs: we will send our rider to pick up the product.
  • Outside Nairobi: please send the item via the courier service provider used to deliver the product.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift, or the gift giver had the order shipped to themselves, the refund will be sent to the gift giver.

Shipping Returns

To return your product, email sokocity@gmail.com .

You will be responsible for paying your own return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on your location, delivery time for exchanged products may vary.

For expensive items, consider using a trackable shipping service or shipping insurance. We do not guarantee receipt of returned items.

Need Help?

Contact us at sokocity@gmail.com for questions related to refunds and returns.