Returns & Refunds Policy

1. Overview

Sokoni is a multi-vendor marketplace. Each product is sold by an independent vendor listed on the product page. This policy explains how shoppers request returns or refunds on Sokoni and how we mediate in line with the South African Consumer Protection Act (CPA).

Nothing in this policy limits your statutory rights under the CPA.

2. CPA cooling-off (7 days)

For direct marketing or online purchases, you may return most goods within 7 days of delivery if the goods were not used, opened, or altered, subject to standard CPA exclusions (for example sealed goods that cannot be returned for hygiene reasons, perishable items, and custom-made products).

Individual products may show a return window on the product page. Where a product is marked non-returnable, that notice applies in addition to your CPA rights for defective or misdescribed goods.

3. Defective or misdescribed goods

If an item is faulty, damaged in transit, or not as described, you may request a return or remedy under the CPA regardless of the cooling-off window. Contact us promptly with your order number and photos where relevant.

4. How to start a return on Sokoni

1. Sign in to your account and open My Orders.
2. Open the order and submit a return request. Select specific line items when only part of a multi-vendor order qualifies. Returns are available when the order status is shipped or delivered.
3. Choose a reason (for example wrong item, damaged, not as described, changed my mind, or other) and add any helpful details.
4. We open or link a support conversation so our team can review your request with full order context.

You can also reach us via the on-site Support chat or email support@sokoni.co.za.

5. What happens after you request a return

Your return moves through these stages:

• Pending: submitted and awaiting Sokoni review.
• Awaiting return (approved): we accept the return. You receive email and can book Bob Go return shipping from My Returns.
• Goods received: we confirm your returned parcel arrived. Refund processing follows.
• Rejected: we explain why (for example outside the return window or exclusion applies).
• Refunded: wallet or payment refund completed where applicable.

Vendors must cooperate with approved returns. Sokoni may suspend sellers who repeatedly breach fulfilment or return obligations.

6. Refunds

Where a return is approved, refunds are processed as follows:

• Card or EFT via Paystack: refunded to the original payment method where possible. Card refunds depend on your bank and Paystack processing times.
• Sokoni Savings Pocket: amounts paid from your pocket may be credited back to your pocket balance. Pocket credit is closed-loop shopping credit, not a cash withdrawal. See Savings Pocket Terms.
• Mixed checkout: pocket and Paystack portions are refunded to the same sources proportionally where practicable.

7. Return shipping

After approval, you can book a Bob Go return label from My Returns. Choose a courier option, drop off the parcel, and track progress in your account. Return shipping cost depends on the reason (see section 7).

• Defective or misdescribed goods: Sokoni may cover reasonable return shipping when the vendor or courier caused the issue. Keep your waybill and receipt.
• Changed mind (CPA cooling-off): you typically pay return shipping unless the product page or promotion states otherwise.
• Multi-vendor orders: each vendor parcel may need a separate return shipment. Support confirms which lines qualify.

8. Multi-vendor orders

One checkout may include items from several vendors. Each parcel may ship separately. Return requests are handled per order. If only part of an order qualifies, our support team will confirm eligible line items with you.

9. Disputes and escalation

If you disagree with a return decision, reply in your support thread or email support@sokoni.co.za with your order number. Sokoni mediates between buyers and vendors but does not replace the vendor's CPA obligations for the goods they supply.

10. Related policies

See also Terms of Service, Vendor Terms, and Help Centre.