Even careful shoppers sometimes receive something that is not right: the wrong size, a faulty gadget, a missing charger. A clear returns process is one of the reasons people trust online marketplaces, but it works best when shoppers know both their rights and their responsibilities.
Here we explain the basics using our own Returns Policy as the example. Always check the policy page itself for the latest terms.
Your rights: when a return is accepted
Under our Returns Policy, items may be returned in several situations:
- Damaged or defective products that do not function as described.
- Incorrect items, where what arrived is different from what you ordered.
- Change of mind within the stated return window, provided the item is in original, unused condition. Return shipping costs may apply in this case.
Our Returns page also lists description mismatches, wrong goods, counterfeit products, partial receipt of an order and defective products among the grounds for applying for a return and refund. At our discretion, we may sometimes issue a refund without requiring the item to be returned.
Our policy does not exclude your statutory rights under Kenyan law, including the Kenya Consumer Protection Act.
What is usually not returnable
Some items are excluded unless they are defective or not as described. Our Returns Policy lists:
- Perishable goods such as food and flowers.
- Personal care items such as skincare, makeup and grooming products.
- Custom-made or personalised items.
- Health and safety products such as masks and undergarments.
- Digital downloads, gift cards and software, if downloaded or opened.
- Items marked "final sale" or "non-returnable" at purchase.
Our Returns page also lists items such as products not bought from Airsoko, items past their warranty period, items damaged by misuse or improper installation, and items missing accessories or free gifts.
Your responsibilities: what you need to do
A return goes faster when you do your part.
Act within the window
Our policy sets a return window measured from when you receive the product. Do not wait until the last day.
Keep everything
Items should come back in original condition with packaging, tags, accessories and documentation. Keep the box until you are sure the product is fine.
Have proof of purchase
An order confirmation, invoice or receipt is required. Your order number is the key detail.
Document problems
If something arrives damaged or wrong, take clear photos straight away. We will ask for them when you contact us about an item that is damaged or not as described.
How the return process works
Here is how it works under our Returns Policy:
- Contact our Customer Support within the return period with your order details and the reason.
- We review the request and, if eligible, send you return instructions.
- Pack the item securely with all original materials and return it using the provided label where applicable.
- We inspect the item and let you know whether the return is approved or rejected.
- Approved refunds are processed to the original payment method within the timeframe set in our policy.
You can start from our Help & Support page, where you can open a ticket and optionally link the order or product.
Who pays for return shipping?
Our policy distinguishes two cases. If the return is due to an error such as a wrong, defective or damaged item, we cover return shipping. For change-of-mind returns, return shipping is borne by the customer unless specified otherwise, and the refund may exclude the original shipping cost.
We also advise using a trackable method when you send items back, because we are not responsible for items lost or damaged in return shipping.
Full refunds, partial refunds and exchanges
- Full refund for defective or incorrect items.
- Partial refund if a returned item shows signs of use or is missing parts.
- Exchanges for defective or incorrect items, and for a different size or colour if the item is available.
Third-party sellers and fulfilled orders
On a marketplace, many items are sold by independent stores. Third-party sellers must follow our policy but may have additional return terms, and our policy takes precedence if there is a discrepancy. For products fulfilled through our fulfilment service, we handle return logistics, inspection and refunds ourselves.
Tips for a smooth return
- Open parcels carefully so packaging can be reused.
- Test electronics soon after delivery.
- Keep all accessories and gifts together.
- Describe the problem clearly and briefly.
- Keep your ticket code so you can follow up.
Know the process before you need it
Returns are fairest when both sides play their part: we set clear rules, and shoppers act promptly, keep items complete and provide proof. Knowing the process before you need it turns a frustrating moment into a simple fix.
Read the full Returns Policy and shop with confidence on Airsoko.
