Refund Policy

Effective Date: Dec. 14, 2025, 2:02 a.m.
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

What's Eligible

  • Return within 7 days of delivery
  • Unused items in original packaging
  • Proof of purchase provided

What's Not Eligible

  • Digital goods and services
  • Customized or personalized products
  • Items after 7-day return window
3

Refund Process

Contact Support

Email or account message

Request Review

Authorization provided

Return Product

Ship to provided address

Refund Processed

Within 1-7 business days

Timeline: Once inspected, the refund will be processed within 1–7 business days.

4

Partial Refunds

In certain cases, only partial refunds are granted:

  • Products with obvious signs of use
  • Items not in original condition
  • Damaged or missing parts (not our error)
  • Returns after 7 days from delivery
5

Refunds for Marketplace Orders

Isoko.rw operates as a multi-vendor marketplace with standardized refund policies.

All vendors must comply with Isoko.rw's refund rules, ensuring fair treatment for all customers.

Vendor Requirements

  • Process refunds according to Isoko.rw rules
  • Respond within specified timeframes
  • Allow Isoko.rw to mediate disputes

Customer Protection

  • Fair handling of all refund requests
  • Platform enforcement when needed
  • Confident shopping experience
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 still not received, contact us at support@isoko.rw
8

Contact Us

For any questions about this Refund Policy, contact us via:

Email Support

support@isoko.rw

Phone Support

+250 788 555 934

2025 Isoko.rw. All rights reserved.

Need Immediate Assistance?

Our support team is ready to help with your refund inquiries.

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