Refund & Returns Policy
Effective Date: August 2026 | Last Updated: August 26, 2026
Section 1
Introduction
This Refund and Returns Policy explains how buyers on the SokoPlus marketplace ("Platform") can return products and request refunds. This policy applies to all product purchases made through sokopluss.co.tz.
This policy is subject to the consumer protection provisions of the Electronic Transactions Act, 2015, and the Fair Competition Act of Tanzania.
This policy is subject to the consumer protection provisions of the Electronic Transactions Act, 2015, and the Fair Competition Act of Tanzania.
In Plain LanguageThis page explains how to get your money back if something goes wrong with your order. It covers when you can return items, how the process works, and what exceptions apply.
Section 2
Eligibility for Returns
You may request a return or refund if:
- The product is significantly not as described in the listing
- The product is defective, damaged, or not functioning as intended
- The wrong product was delivered
- The product is counterfeit or not genuine
- The order was cancelled by the vendor before shipment
- The product was not delivered within the stated timeframe (30+ days overdue)
In Plain LanguageYou can return or get a refund if: the product doesn't match what was described, it's broken or wrong, it's fake, the vendor cancelled, or it never arrived. You have rights under Tanzanian consumer protection law.
Section 3
Return Timeframes
- Standard returns: Within 7 days of delivery confirmation
- Defective products: Within 14 days of delivery confirmation
- Wrong item received: Within 7 days of delivery confirmation
- Non-delivery claims: Within 30 days of the estimated delivery date
In Plain LanguageYou have 7 days to return most items after you receive them. If the item is defective, you get 14 days. If it never showed up, you have 30 days to report it.
Section 4
Conditions for Returns
To be eligible for a return, the product must be:
- In its original condition and packaging (unless defective)
- Unused and unworn (for non-defective items)
- Accompanied by proof of purchase (order confirmation, receipt)
- Returned with all original accessories, tags, and manuals
In Plain LanguageReturn the item how you received it — in the original packaging, unused, with everything that came with it. If it's broken or defective, you don't need to worry about the packaging condition.
Section 5
How to Request a Return
- Report the issue: Go to your order in the SokoPlus app or website and click "Report Issue". Describe the problem and attach photos if applicable.
- Vendor review: The vendor has 48 hours to respond to your return request.
- Return approval: If the vendor approves, you'll receive return instructions. If they decline, you can escalate to SokoPlus support.
- Ship the product: Return the product as instructed within 7 days of approval.
- Refund processing: Once the vendor confirms receipt of the returned product, your refund will be processed within 5-14 business days.
In Plain LanguageReport the problem through your order page, give the vendor 2 days to respond, return the item if approved, and get your refund within 2 weeks. If the vendor says no, you can appeal to us.
Section 6
Who Pays for Return Shipping
- Defective/wrong item: The vendor pays for return shipping
- Changed mind: The buyer pays for return shipping
- Item not as described: The vendor pays for return shipping
- Vendor cancellation: No shipping needed — full refund issued
In Plain LanguageIf it's the vendor's fault (wrong item, broken, not as described), they pay to ship it back. If you just changed your mind, you pay for shipping. If the vendor cancelled before sending it, you get a full refund with no shipping needed.
Section 7
Refund Methods and Timelines
7.1 Refund Methods
- Refunds are processed to the original payment method used at checkout
- Mobile money refunds (M-Pesa, Tigo Pesa, Airtel Money) are processed within 5-7 business days
- Card refunds (Stripe) are processed within 7-14 business days
- SokoPlus credit may be offered as an alternative (with your consent)
- Full refund: Product price + original delivery fee (for defective, wrong item, or non-delivery)
- Partial refund: Product price only (for changed-mind returns where original delivery fee is non-refundable)
- No refund: Service bookings (subject to service provider's cancellation policy)
In Plain LanguageWe'll refund you through whatever payment method you used. Mobile money refunds come within a week, card refunds within two weeks. If it's the vendor's fault, you get everything back including shipping. If you changed your mind, you only get the product price back.
Section 8
Exceptions — Items That Cannot Be Returned
The following items are not eligible for returns or refunds (unless defective):
- Perishable goods (food, flowers, fresh produce)
- Custom-made or personalized items
- Intimate or hygiene products (underwear, earphones, swimwear)
- Digital products or services already delivered
- Items that have been used, worn, washed, or altered by the buyer
- Gift cards and vouchers
- Items marked as "Final Sale" at the time of purchase
In Plain LanguageSome items can't be returned unless they're actually broken — things like food, custom-made products, underwear, and items marked as final sale. This is standard for these types of products.
Section 9
Damaged or Defective Items
If you receive a damaged or defective item:
- Take photos or video of the damage immediately upon receipt
- Report the issue within 14 days through the order page
- Do not discard the product — the vendor may request its return
- You may be offered a replacement, repair, or full refund at the vendor's expense
In Plain LanguageIf your item arrives broken, take photos right away and report it within 2 weeks. Keep the item — don't throw it away. You'll get a replacement, repair, or full refund.
Section 10
Dispute Resolution
If you and the vendor cannot agree on a return or refund:
- Either party can escalate to SokoPlus support for mediation
- SokoPlus will review the evidence (photos, messages, order details) and make a determination within 5 business days
- SokoPlus' determination is considers all business interests, local and large-scale on fair play in legal measures as per the law and evidence.
- For larger disputes, parties may seek resolution through the Fair Competition Commission (FCC) of Tanzania or the courts of Mbeya
In Plain LanguageIf you and the vendor can't agree, we'll step in and decide. For all disputes, our judgement will consider in system evidence accumulated by system information and interactions. If necessary, you can go to the Fair Competition Commission or the courts.
Section 11
Vendor Responsibilities
Vendors on SokoPlus must:
- Accept legitimate return requests within 48 hours
- Provide accurate product descriptions and photos
- Ship products that match the listing and are free from defects
- Process refunds within 5 business days of receiving returned items
- Pay return shipping costs for defective, wrong, or misrepresented items
In Plain LanguageVendors have to play fair — respond to return requests quickly, sell what they advertise, and refund promptly. If it's their fault, they pay for the return shipping.
Section 12
Contact Us
For questions about this Refund and Returns Policy: