Sometimes an order is not right. This guide takes you through requesting a return or refund on Airsoko, based on our Returns Policy. Always check the policy page for the latest terms.
Step 1: Check that your item is eligible
Under our Returns Policy, you can return items that are:
- Damaged or defective, or not functioning as described.
- Incorrect, meaning different from what you ordered.
- A change of mind, within the stated window, if unused and in original condition. Return shipping costs may apply.
Our Returns page also lists description mismatches, counterfeits and partially received orders.
Some items are non-returnable unless defective or not as described, including perishables, personal care items, custom-made products, health and safety items such as undergarments, opened digital downloads, gift cards and software, and items marked final sale.
Step 2: Prepare what you need
- Your order number from the confirmation.
- Clear photos of the item, any damage, labels and the packaging.
- The original packaging, tags, accessories and documentation. Items must come back in original condition with all of these.
- Proof of purchase such as the order confirmation or receipt, which our policy requires.
Act promptly. We measure the return window from when you received the product.
Step 3: Contact our Customer Support
Get in touch with our Customer Support team within the eligible return period, with your order details and the reason for the return. You can:
- Go to Help & Support.
- Choose Ticket.
- Fill in your name, email, subject and a short description of the problem.
- Link the order so we can find it quickly.
- Submit the ticket and keep your ticket code to follow up.
You can also use our Help Centre, which has a Returns & Cancellation quick link and a Return and Exchange topic, or reach us at [email protected] or 0115611777.
Step 4: Follow the return instructions
Our Customer Support team reviews your request. If it is eligible, we send you instructions. You will need to:
- Package the item securely with all original materials.
- Return it using the shipping label provided, where applicable.
If you are sending an item yourself, use a trackable method. We are not responsible for items lost or damaged in return shipping.
Step 5: Inspection and refund
Once we receive and inspect your item, we let you know whether the refund is approved or rejected. Approved refunds are processed via the original payment method within the timeframe set in our policy.
Full refund, partial refund or exchange
- Full refund for defective or incorrect items.
- Partial refund if the item shows signs of use or is missing parts.
- Change-of-mind refunds may exclude the original shipping cost.
- Exchanges are available for defective or incorrect items, and for a different size or colour if available.
At our discretion, we may sometimes issue a refund without requiring the item to be returned.
Who pays return shipping?
- Our error (wrong, defective or damaged item): we cover return shipping.
- Change of mind: the customer covers return shipping unless specified otherwise.
Items from third-party sellers
Many products are sold by independent stores. Third-party sellers must follow our Returns Policy but may have their own additional terms, and our policy takes precedence where they differ. For items fulfilled through our fulfilment service, we handle return logistics, inspection and refunds.
Your statutory rights
Our policy does not exclude your statutory rights under Kenyan law, including the Kenya Consumer Protection Act.
Tips for a smooth return
- Open parcels carefully and keep the box.
- Test items soon after delivery.
- Keep all parts, manuals and free gifts together.
- Use one ticket per order and keep the conversation in it.
Common reasons returns get delayed
- Missing order details in the request.
- No photos of the problem.
- Missing parts or packaging when the item is sent back.
- Requests made after the return window.
- Items that are in a non-returnable category and are not defective.
Avoid these and your request is much more likely to move quickly.
Keep a record
Save your ticket code, the return label and any courier receipt until the refund is complete.
Five steps to a refund
Returning an item on Airsoko comes down to five steps: check eligibility, prepare your order number and photos, contact us, return the item as instructed, and wait for inspection and refund.
Read the full Returns Policy or start a request from Help & Support.
