DigiSoko Kenya facilitates transactions between buyers and independent sellers. Refund and return handling follows the principles below unless a seller publishes a clearer product-specific policy that is more favourable to the buyer.
Buyer rights
- Not as described / defective: Contact the seller via in-app messages within 48 hours of delivery with photos and order number. Sellers should offer repair, replacement or refund where the item is faulty or materially different from the listing.
- Wrong item / missing items: Report immediately through order chat and Help Centre. The seller is responsible for correcting fulfilment errors.
- Change of mind: May be accepted at the seller’s discretion for unopened, resaleable goods. Return shipping may be borne by the buyer unless the seller agrees otherwise.
Non-returnable items
Perishable goods, personal-care items opened after delivery, digital goods, and custom-made products are generally non-returnable except where defective.
Refund process
- Buyer opens a message thread with the seller (and optionally Contact support).
- Seller confirms acceptance of return/refund and provides instructions.
- Once goods are received (if applicable) and verified, seller processes refund via the original payment path or agreed channel.
- Platform support may mediate disputes using order and chat records.
Sellers
Sellers must honour accurate listings and applicable Kenyan consumer protection rules. Repeated refusal to resolve legitimate defects may result in suspension.
This policy is a platform baseline and does not replace mandatory consumer rights under Kenyan law.