Returns and Refund Policy

Table of Contents

Last Updated: June 14, 2025

At Sokofa, we work hard to ensure every item you order arrives in excellent condition. Since our products are shipped directly from trusted sellers across Africa, we balance flexibility with fairness to protect both our customers and our creative community.

This Returns and Refund Policy explains how returns, refunds, and order cancellations are handled on sokofa.com.

  1. Return Eligibility

You may request a return or refund if:

  • The item arrived damaged or defective
  • You received the wrong item
  • The product is significantly different from what was described

We do not accept returns for:

  • Items that have been used, worn, or altered
  • Perishable or opened food products
  • Items marked as non-returnable (this will be shown on the product page)
  • Orders returned after the return window has expired

  1. Return Process

To request a return:

  1. Contact support@sokofa.com within 48 hours of delivery
  2. Provide your order number, product name, clear photos of the item, and a brief explanation
  3. Our customer service team will review the request and provide instructions

Do not return items without receiving instructions from Sokofa. Returns sent to the wrong address may not be eligible for a refund.

  1. Refunds

Approved refunds will be issued to your original payment method within 5 to 7 business days after:

  • The item has been received and inspected by the seller or logistics team, or
  • In specific cases where no physical return is required, after the claim is approved by Sokofa support

Refunds cover the item’s purchase price and, where applicable, standard shipping charges. Express or custom shipping upgrades are non-refundable unless the order was incorrect or defective.

  1. Exchanges

Sokofa currently does not process direct exchanges. If you would like a replacement, please request a refund and place a new order for the correct item.

  1. Order Cancellations

You may cancel an order before it has been shipped.

To cancel, email support@sokofa.com with your order number as soon as possible. Once an item has been dispatched, it cannot be cancelled, and the standard return process will apply.

  1. Late or Missing Refunds

If you haven’t received a refund after 7 business days:

  • Check your bank account again
  • Contact your card provider; it may take time before your refund is officially posted
  • If you’ve done all of this and still have not received your refund, email support@sokofa.com

  1. Responsibility for Returns

  • Sokofa covers return shipping for damaged or incorrect items
  • If the return is due to buyer preference or mistake (e.g. wrong size ordered), the buyer is responsible for return shipping
  • In cases of seller error (wrong item, poor condition, false listing), the seller will bear any extra cost

  1. Marketplace Clarification

Sokofa is a marketplace that works with individual African sellers. Each product is carefully curated, and sellers are vetted before joining. However, Sokofa handles shipping, customer support, and dispute resolution directly to ensure consistent service for all buyers.

  1. Contact Us

    For any return, refund, or cancellation requests, please contact:

Sokofa Customer Support

Email: support@sokofa.com

Business Address: 24 Halmyre Street, Edinburgh EH6 8QD