Handmade Soko Shop – Return & Exchange Policy
Effective Date: 21st February 2026
Applies To: Items purchased directly through the Handmade Soko Shop via online checkout at www.shop.handmadesoko.co.ke
1. Overview
This policy applies only to items purchased directly from the Handmade Soko Shop through our website checkout.
Marketplace listings arranged offline are not covered by this policy.
2. Eligibility for Returns (Exchange Only)
We accept returns for exchange within 7 days of delivery, subject to the following conditions:
Items must:
- Be unused and in original condition
- Be returned in original packaging
- Include all original tags and labels
- Include the original receipt or proof of purchase
- Not show signs of wear, damage, or alteration
Items that do not meet these conditions will not be accepted.
3. Important Delivery Inspection Requirement
Customers must thoroughly inspect items at the time of delivery.
If a package appears visibly damaged:
- Do not accept the delivery
- Notify us immediately
Once a delivery has been accepted without reporting visible damage, the item is considered received in good condition.
4. Damaged or Defective Items
If an item is received damaged or defective:
- Notify us within 24 hours of delivery
- Provide clear photos of the item and packaging
- Include your order number
We will assess the claim and, if approved, offer an exchange.
5. Electronics Policy
Electronic devices are thoroughly tested before delivery.
For this reason:
- Electronic items are not eligible for return or exchange
- No exceptions will be made unless required by applicable law
Customers are encouraged to verify specifications before purchasing.
6. No Refunds – Exchange Only
Handmade Soko Shop operates on an exchange-only policy.
We do not offer monetary refunds.
Approved returns may be exchanged for:
- The same item (subject to availability), or
- Another item of equal value
If the replacement item is of higher value, the price difference must be paid.
7. Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the item was incorrectly sent by Handmade Soko.
We recommend using a trackable shipping method, as we are not responsible for items lost in transit.
8. Processing Time
Once we receive and inspect the returned item:
- Exchanges will be processed within [3–5] business days
- You will be notified once the exchange has been approved and dispatched
9. Non-Returnable Items
The following items are not eligible for return or exchange:
- Electronics
- Used items
- Items returned after 7 days
- Items without original packaging, tags, or receipt
- Clearance or final sale items (if applicable)
10. Right to Refuse Returns
Handmade Soko reserves the right to refuse any return that does not comply with this policy.
11. Contact Us
For Shop-related return requests:
connect@shop.handmadesoko.co.ke
+254 110004779
Please include your order number in all communication.