Effective Date: April 3, 2026

SokoAfrique.com ("SokoAfrique," "we," "us," or "our") is an online multivendor marketplace that connects buyers with independent Ghanaian vendors selling authentic Made-in-Ghana products and services.

Important: SokoAfrique serves solely as a platform facilitating transactions between buyers and vendors. We do not own, store, or ship the products listed on our Site. All products are sold and fulfilled directly by independent third-party vendors. Therefore, vendors are solely responsible for the quality of their products, accurate descriptions, timely delivery, and handling of refunds and returns.

This Refund and Returns Policy outlines the general guidelines for our marketplace. Specific return and refund terms may vary by vendor and will be clearly stated on each vendor’s shop page or product listing where applicable.

By making a purchase on SokoAfrique.com, you agree to this policy and to the individual vendor’s return and refund terms.

1. Vendor Responsibility

• Each vendor sets and manages their own return, exchange, and refund policies.
• Buyers must direct all return and refund requests to the specific vendor from whom the product was purchased.
• SokoAfrique does not process returns, issue refunds, or manage reverse logistics on behalf of vendors.
• Vendors are responsible for inspecting returned items, approving or denying refunds/exchanges, and communicating directly with buyers.

2. General Return Window

Most vendors on SokoAfrique offer a return window of 7–14 days from the date of delivery, unless a different period is specified on the product page or vendor’s policy.

Returns are generally accepted only if:

• The item is unused, in its original condition, and in the original packaging with all tags attached.
• The product is defective, damaged during shipping, or materially different from the description provided by the vendor.
• A valid proof of purchase (order number or receipt) is provided.

Certain items may be non-returnable, including:

• Personalized, custom-made, or made-to-order products.
• Perishable goods, food items, or hygiene products.
• Digital products, services, or downloadable items.
• Items marked as “Final Sale” or “Non-Refundable” by the vendor.

3. Refund Process

• Once a vendor approves a return, the buyer is responsible for returning the item to the vendor’s specified address (shipping costs for returns are typically borne by the buyer unless the vendor states otherwise).
• After the vendor receives and inspects the returned item, they will process the refund to the original payment method.
• Refunds are usually issued within 5–10 business days of the vendor approving the return, minus any applicable restocking fees or shipping charges (if specified by the vendor).
• Partial refunds may apply for used, damaged (by buyer), or incomplete returns.

SokoAfrique does not hold funds for refunds. Payment processors handle the actual transfer once the vendor initiates it.

4. Shipping and Delivery Issues

• Vendors are responsible for ensuring timely and safe delivery of orders.
• If an order does not arrive within the estimated delivery time stated by the vendor, or arrives damaged, the buyer should first contact the vendor directly through the order messaging system or the vendor’s contact details.
• In cases of lost or significantly delayed shipments, the vendor will handle resolution, including any refund or replacement, in accordance with their policy.

5. How to Initiate a Return or Refund Request

1. Log into your SokoAfrique account and go to “My Orders.”
2. Locate the relevant order and contact the vendor directly via the messaging system.
3. Provide the order number, reason for return, and supporting photos (especially for damaged or defective items).
4. Wait for the vendor’s response and follow their instructions for returning the item.
5. Ship the item back to the address provided by the vendor (include a copy of the return request).

We strongly recommend buyers keep all original packaging and obtain a tracking number for returned shipments.

6. Non-Refundable Situations

Refunds or returns will generally not be granted in the following cases:

• Change of mind after the return window has expired.
• Misuse, alteration, or damage caused by the buyer.
• Failure to return the item in its original condition.
• Products that cannot be resold for hygiene or safety reasons.

7. Disputes and Platform Mediation

If you are unable to resolve a return or refund issue directly with the vendor after reasonable communication, you may contact SokoAfrique support for mediation assistance.

We will review the case and attempt to facilitate a fair resolution between the buyer and vendor. However, SokoAfrique is not obligated to issue refunds from its own funds and reserves the right to suspend or remove vendors who repeatedly fail to honor their commitments.

8. International Orders

For orders shipped outside Ghana, additional customs duties, taxes, or shipping restrictions may apply. Return shipping costs for international orders are usually significantly higher and are the buyer’s responsibility. Vendors may have different policies for international returns—please check the specific vendor’s terms.

9. Changes to This Policy

We may update this Refund and Returns Policy from time to time. Any changes will be posted on this page with an updated effective date. Continued use of the Site after changes constitutes your acceptance of the revised policy.

Vendors are encouraged to maintain their own clear return policies and communicate them transparently to buyers.

10. Contact Us

For general questions about this policy, please contact us at:

Email: support@sokoafrique.com Vendor Support: vendors@sokoafrique.com (for sellers)

For specific order issues, always contact the selling vendor first through your account dashboard.

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Last Updated: April 3, 2026