1. Overview

At Isoko.rw, we are committed to ensuring customer satisfaction for every purchase. If you are not entirely satisfied with your order, our refund policy outlines your options and rights.

2. Eligibility for Refunds

• The product must be returned within 7 days of delivery.
• The item must be unused, in its original packaging, and in the same condition as received.
• Proof of purchase (receipt or order ID) is required.
• Digital goods, customized products, or services are non-refundable.

3. Refund Process

1. Contact our support team via support@isoko.rw or your Isoko account.
2. Our team will review your request and provide a return authorization number if approved.
3. Ship the product back to the designated address provided by our support team.
4. Once inspected, the refund will be processed within 1–7 business days.

4. Partial Refunds

In certain cases, only partial refunds are granted (if applicable):

• Products with obvious signs of use.
• Items not in original condition, damaged, or missing parts for reasons not due to our error.
• Any item returned after 7 days from delivery.

5. Refunds for Marketplace Orders

Since Isoko.rw operates as a multi-vendor marketplace, individual vendors may have their own refund and return policies. Customers are advised to check the vendor’s policy before placing an order. Isoko.rw will mediate disputes when necessary.

6. Shipping Costs

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your total refund unless otherwise stated.

7. Late or Missing Refunds

• If you haven’t received your refund after 10 days, check your bank account again.
• Contact your bank — processing times may vary.
• If you’ve done all of this and still haven’t received your refund, please contact us at support@isoko.rw.

8. Contact Us

For any questions about this Refund Policy, contact us via:
📧 support@isoko.rw 📞 +250 788 555 934

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