Refund policy

At SokoPrime, we prioritize customer satisfaction and ensure that all products meet expected quality standards. This Refund & Return Policy outlines the conditions under which customers may request a return or refund.

1. Eligibility for Returns

Returns are accepted only under the following conditions:

  • Wrong Item Delivered: The product received is different from what was ordered.
  • Defective Item: The product arrives damaged, faulty, or not functioning as intended.

Return Window: Customers must submit a return request within 7 days from the date of delivery.

2. Conditions for Return Approval

For a return to be approved, the item must:

  • Be in its original packaging with all accessories included.
  • Show no signs of customer-caused damage or misuse.
  • Include proof of purchase (order number or receipt).

3. Return Process

  1. Submit a Return Request: Contact SokoPrime Customer Support within 7 days of delivery.
  2. Return Authorization: Our team reviews the request and provides instructions for returning the product.
  3. Inspection: Returned items undergo quality checks before approval.

4. Refund Methods

Once a return is approved, refunds are processed through the original payment method, including:

  • Mobile Money (M-Pesa, Airtel Money, etc.)
  • Bank Transfer
  • Card Payment Refund

Refund processing time: 3–7 business days.

5. Non-Returnable Items

Returns will not be accepted for:

  • Change of mind
  • Wrong size chosen by the customer
  • Items reported after the 7-day return window
  • Items damaged due to customer misuse

6. SokoPrime Rights & Disclaimers

  • SokoPrime reserves the right to approve or reject any return based on inspection results.
  • The policy may be updated without prior notice.
  • Refunds may be withheld if returned items do not meet the required conditions.