- You can only return a defective, damaged or incorrect item and later be refunded the full postage cost, as well as your import fees deposit once your return is processed.
- The following are some of the open options available if you want to return a product and what happens after that.
Option 1 – No Refunds/Exchanges:
We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us at [+254755 844017] with details of the product and the defect. You can send the item you consider defective to: [Email: firstname.lastname@example.org]
Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product or refund the purchase price, using the original method of payment.
Option 2 – Refunds Permitted:
We accept returns. You can return unopened items in the original packaging within 10 days of your purchase with receipt or proof of purchase. If 10 days or more have passed since your purchase, we cannot offer you a refund or an exchange.
Upon receipt of the returned item, we will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a return. If you are entitled to a return, we will refund your purchase price and a credit will automatically be applied to your original method of payment.
Only regular priced items may be refunded. Sale items are non-refundable.
To follow-up on the status of your return, please contact us at [email@example.com].
We only exchange goods if they are defective or damaged. In circumstances where you consider that a product is defective, you should promptly contact us at [0755 844017] with details of the product and the defect. You can send the item you consider defective to: [Email: firstname.lastname@example.org]
Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within a reasonable period of time, whether you are entitled to a replacement as a result of the defect. If you are eligible, we will send you a replacement product.
Some items are non-refundable and non-exchangeable.
- The appropriate time to return a product is 5 days of receipt of delivery using the online returns center (Local) and 30 days for International
- You can send your product back to Soko Janja by returning to our pickup points stations.
- You can track your return status by waiting for 2 business days for the refund to be processed and 3-5 business days for the refund amount to show up in your account after the item has arrived at our fulfillment center.
- Some products are not under warranty while others are.
- If the refund for returned products has not been validated and no communication has been made, you can contact us at [+254755 844017] with details of the product and the defect or email us to: [Email: email@example.com]
- If you received something you didn’t order, you can return it as you are covered under the Soko Janja guarantee. When we accept your return, you’ll receive an email to your messages with the subject “send the item back”. You will need to send it back within 5 business days
- One is not required to return all the products if his/her package includes something you didn’t order.
- No. You cannot return a product after the timeline for returning it has expired.
- All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and refund you the total amount of your order, using the original method of payment.
- When returning an item you purchased and got shipped, please mail it to: [firstname.lastname@example.org]. Refunds do not include any shipping and handling charges shown on the packaging slip or invoice. Shipping charges for all returns must be prepaid and insured by you. You are responsible for any loss or damage to hardware during shipment. We do not guarantee that we will receive your returned item. Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping
- Goods shipped overseas, once sold cannot be retuned
- If you have a missing item from your delivery, our policy states that some products can be returned while others are non-refundable or exchangeable depending on the package.