Returns & Refunds
How to return an item, who pays for return delivery, and when your money comes back.
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The 7-day return window
You can request a return within 7 days of delivery, provided the item is unused, in its original packaging, and with any tags or seals intact.
The window runs from the delivery date shown on your order, not from the date you placed the order.
What cannot be returned
- Perishable items such as food, fresh produce and medicine — for health and safety reasons.
- Personalised items that were made to your specification.
- Items that were used, damaged, washed or altered after delivery.
- Items missing their original packaging, invoice or accessories.
If you are unsure whether your order qualifies, message the seller first — most issues are resolved without a formal return.
How to request a return
Open the order from My Orders and use the Return item option on the order page. Tell the seller what is wrong and, where relevant, add a photo.
The seller has 48 hours to accept or decline. If they do not respond, the request escalates to our team automatically.
- Describe the problem honestly — inaccurate claims slow down the refund considerably.
- Keep the item and all packaging until the return is complete.
- Do not send cash on delivery to anyone who is not a registered Sokopana seller.
Who pays return delivery
- If the item is faulty, damaged, or not what was described: the seller pays return delivery and any refund is full.
- If you simply changed your mind: you pay the return delivery cost, and the refund is for the item price only.
- Original delivery fees are non-refundable unless the seller cancelled the order.
Refunds
Once the returned item is received and checked, the refund is issued to your original payment method.
- Mobile money refunds usually appear within 24 hours; card refunds can take 5–10 working days depending on your bank.
- Sokopana never refunds to a different account than the one used to pay.
- Refunds are for the item price. Any shipping or commission already applied is handled as described above.
Disputes
If a seller declines a valid request, or stops responding, escalate from the order page. Our team reviews the order history, the messages between you and the seller, and any photos, then decides.
We aim to resolve a dispute within 5 working days of it being opened.