Returns Policy

At Airsoko, we strive to provide the best shopping experience for our customers by ensuring that the products delivered meet your expectations. However, we understand that there may be instances where returns are necessary. Our returns policy is designed to be fair, transparent, and compliant with applicable laws and regulations.

1. General Guidelines

- Customers can request a return within 7 days of receiving the product. Exceptions to this may apply, as detailed below.

- Items must be returned in their original condition, including all packaging, tags, accessories, and documentation.

- Certain categories of items, such as perishables, personal care items, and custom-made products, are non-returnable unless they are defective or incorrect.

- Proof of purchase (order confirmation, invoice, or receipt) is required to initiate a return.

- Airsoko reserves the right to refuse returns that do not meet the outlined criteria.

2. Return Eligibility

Items may be returned under the following conditions:

- Damaged or Defective Products: If the product is damaged, defective, or does not function as described, you are entitled to a return or replacement.

- Incorrect Item Received: If you receive an item that is different from what was ordered, you may return it for an exchange or refund.

- Changed Mind: Products can be returned if you change your mind within 7 days, provided the item is in its original, unused condition. Please note, return shipping costs may apply for change-of-mind returns.

3. Non-Returnable Products

The following items are non-returnable, unless they are defective or not as described:

- Perishable goods (e.g., food, flowers).

- Personal care items (e.g., skincare, makeup, grooming products).

- Custom-made or personalized items.

- Health and safety products (e.g., masks, undergarments).

- Digital downloads, gift cards, and software (if downloaded or opened).

- Items marked as "final sale" or "non-returnable" at the time of purchase.

4. How to Initiate a Return

To initiate a return:

1. Contact Airsoko’s Customer Support within the eligible return period, providing your order details and the reason for the return.

2. Customer Support will review your request and, if eligible, provide instructions on how to return the item.

3. Once your return is approved, securely package the item, ensuring it includes all original materials, and return it using the shipping label provided (where applicable).

5. Return Shipping Costs

- For Defective or Incorrect Products: If the return is due to an error on our part (e.g., wrong, defective, or damaged item), Airsoko will cover the return shipping costs.

- For Change of Mind: If you are returning an item because you changed your mind, return shipping costs will be borne by the customer, unless specified otherwise.

6. Refunds

Once your returned item is received and inspected, Airsoko will notify you of the approval or rejection of your refund. If approved, the refund will be processed via the original payment method within 7-14 business days.

- Full Refund: For defective or incorrect items.

- Partial Refund: In cases where the item is returned but shows signs of use or missing parts, a partial refund may be issued.

- Refunds for Change of Mind: Refunds for change-of-mind returns may exclude the original shipping cost, depending on the circumstances.

7.  Exchanges

Airsoko will exchange items if they are defective or incorrect. If you wish to exchange a product for a different size or color, and the item is still available, we will process the exchange once the returned item is received.

8. Compliance with Kenyan Consumer Law

Airsoko adheres to the Kenya Consumer Protection Act and other applicable laws to ensure that customer rights are upheld. This policy does not exclude any statutory rights under Kenyan law, and Airsoko complies with all standards regarding product safety, accuracy of descriptions, and quality.

9. Returns for International Orders

For international orders, return shipping costs will vary based on location and reason for the return. In the case of defective or incorrect products, Airsoko will work with international customers to find the best solution, including covering shipping costs where applicable.

10. Items Lost or Damaged in Return Shipping

Airsoko is not responsible for items lost or damaged during the return shipping process. Customers are advised to use a trackable shipping method and ensure the package is securely packed.

11. Return of Items Sold by Third-Party Sellers

Items sold by third-party sellers on Airsoko must adhere to this policy. However, individual sellers may have their own additional return policies. Customers are encouraged to review the seller’s terms before making a purchase. In case of discrepancies, Airsoko’s policies will take precedence.

12. Returns Processed by Airsoko FBA

For products fulfilled by Airsoko’s  service, returns are processed directly through Airsoko. In these cases, Airsoko will handle the return logistics, inspection, and refund process.

13. Return Policy Changes

Airsoko reserves the right to update or modify this Returns Policy at any time. Any changes will be posted on this page and will apply to orders placed after the changes go into effect.

For any further inquiries or to initiate a return, please contact our Customer Support team.