1. Scope
This policy applies to all physical orders. (Doesn’t include virtual product such as airtime topup, one bob lucky draw, group buy orders.)
1.1 Order logistic type
Global shipment （GS）：Products that shipped from other continents other than Africa.
Drop shipping (DS): Products that shipped from local Africa countries.Fulfilled by Airsoko (FBA): Products that shipped directly from local Africa warehouse.
1.2 Order status
- Pending payment: Order yet paid by customer.
- Pending dispatch: Order yet shipped out by seller/ warehouse.
- In Transit: Order already shipped out and on the way to customer.
- Completed: Order complete
- Cancelled: Order cancelled
2. Order Cancelation
Cancel order type Prior to customer sign, order can be cancelled, related rules are as followed:(Include parties as Airsoko/ Customer/ Seller) ;
2.1 Pending Payment
Order once placed and remains unpaid over certain period will be auto cancelled by Airsoko. See payment time range below. (Once order canceled due to overdue payment, the order deemed as invalid)
2.2 Pending Dispatch
Buyer reason cancel orderOrder during Pending dispatch status (Once paid by buyer and prior to seller dispatch) can be canceled from both buyer and seller. See details below:
2.3 In Transit
If Order already in transit, the refund will be not acceptable for buyer since it already dispatched and generated shipping fee, buyer can apply for refund unless for following situation:
Note: Dispatched orders cannot be cancelled by buyer nor customer while in standard delivery timeline.
3. Order Refund Policy
Both parties(Buyer and Seller) involved in Airsoko platform transaction should follow the transaction process set by Airsoko . The refund rules involved in the transaction process are as follows:
3.1 Refund Method and timeline
| Note: The refund amount can only be the actual paid amount by buyer, the used coupons will not be refundable, and the Airsoko coin points redeemed will be returned to the points account. For partial refund, amount will be refunded to buyer’s Airsoko account balance. The refund amount and other info can be checked under Refund & After-sale section from order center.
4. Others
For annual holidays such as Chinese Spring Festival, Christmas period, delivery timeline varies.(See our announcement) Other force major factors, natural disasters, etc., and the announcement of the platform will prevail.
According to customer protection law in Kenya, customer needs to report to Airsoko in 90 days in case of not receiving order. Otherwise Airsoko reserves the right to dispose afterwards. Airsoko will conduct multiple attempts for delivery, in case item unclaimed and returned to warehouse, you can still contact Airsoko for resend within 90 days.