Refund and Returns Policy

Returns and Refunds Policy

Last Updated: July 29, 2025

At Nusoko.co.ke, operated by William Mwangi (as listed on our Google Play and Apple App Store pages), we aim to ensure a seamless shopping experience. This Returns and Refunds Policy outlines the process for returning products and requesting refunds for purchases made through our website and mobile apps. This policy applies to items sold by third-party sellers on our multivendor e-commerce platform, subject to the terms below.

We reserve the right to update or modify this policy at any time without prior notice. Changes will be effective immediately upon posting on this page. Please review this policy periodically for updates.

1. Eligibility for Returns

You may return eligible products purchased on Nusoko.co.ke within 30 days of delivery, subject to the following conditions:

  • Condition of Item: The item must be unused, in its original packaging, and in the same condition as received (except for items that are defective or damaged upon delivery).
  • Eligible Products: Most products are eligible for return, but some categories (e.g., perishable goods, personalized items, digital products, or hygiene-related items) may be non-returnable. Check the product listing or contact the seller for details.
  • Proof of Purchase: You must provide proof of purchase, such as an order confirmation email or order number, to process a return.
  • Seller Policies: Third-party sellers may have specific return policies, which will be displayed on the product listing. These policies must comply with Kenya’s Consumer Protection Act, 2012, and our platform guidelines.

Non-Returnable Items: Items marked as non-returnable on the product page (e.g., gift cards, downloadable software, or intimate apparel) are not eligible for return unless defective or damaged upon delivery.

2. How to Initiate a Return

To return a product, follow these steps:

  1. Log into Your Account:
    • Visit www.nusoko.co.ke or open the Nusoko app, developed by William Mwangi, and sign into your account.
    • Navigate to “Your Orders” and select the item you wish to return.
  2. Request a Return:
    • Click “Return Item” and follow the prompts to specify the reason for the return (e.g., defective, incorrect item, or changed mind).
    • Alternatively, contact the seller directly through the app or website’s messaging system.
  3. Return Shipping:
    • If the return is due to a seller error (e.g., defective or incorrect item), the seller will provide a prepaid return shipping label or reimburse shipping costs.
    • For other returns, you may be responsible for return shipping costs, unless the seller’s policy states otherwise.
  4. Ship the Item:
    • Package the item securely and include any required documentation (e.g., order number).
    • Ship the item to the address provided by the seller or our platform within 30 days of delivery.

If you encounter issues initiating a return, contact our support team at privacy@nusoko.co.ke with your order details.

3. Refund Process

Once your return is received and inspected, we or the third-party seller will process your refund based on the following:

  • Refund Eligibility: Refunds are issued for eligible returns that meet the conditions outlined in Section 1.
  • Refund Method: Refunds will be issued to the original payment method (e.g., credit card, mobile money, or bank account) or as store credit, depending on the seller’s policy.
  • Processing Time: Refunds are typically processed within 7-14 business days after the seller receives the returned item. You will receive a confirmation email once the refund is issued.
  • Shipping Costs: Non-refunded shipping costs may apply for returns not due to seller error, as specified in the seller’s policy.

If you do not receive your refund within the expected timeframe, contact our support team at privacy@nusoko.co.ke.

4. Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect item:

  • Contact the seller within 7 days of delivery through the Nusoko.co.ke website or app.
  • Provide evidence, such as photos or videos, to support your claim (as per our app’s functionality for uploading media).
  • The seller will arrange a replacement, refund, or repair, as applicable, at no cost to you, in compliance with Kenya’s Consumer Protection Act, 2012.

If the seller does not resolve the issue, escalate your concern to our support team at privacy@nusoko.co.ke.

5. Third-Party Seller Policies

As a multivendor platform, Nusoko.co.ke facilitates transactions between buyers and third-party sellers. Each seller may set their own return and refund policies, which must align with our platform guidelines and applicable laws. Review the seller’s policy on the product listing before purchasing. If a seller’s policy conflicts with this policy, contact us at privacy@nusoko.co.ke for assistance.

6. International Purchases

For international orders, additional conditions may apply:

  • Return shipping costs and customs duties are typically the buyer’s responsibility, unless the return is due to a seller error.
  • International returns may take longer to process due to shipping and customs procedures.
  • Check the product listing or contact the seller for specific international return instructions.

7. Your Rights

Under Kenya’s Consumer Protection Act, 2012, you have the right to return goods that are defective, unsafe, or not as described. You may also have additional rights under GDPR and CCPA to manage your personal data related to purchases. For details on data deletion, see our Request Data Deletion page. For more information on data handling, review our Privacy Policy.

8. Contact Us

If you have questions about returns, refunds, or this policy, please contact:

Customer Support
William Mwangi
Nusoko.co.ke
Email: privacy@nusoko.co.ke
Phone: [1-800-XXX-XXXX]
Address: [Your Business Address]

For EU/EEA residents, our EU representative is:
[EU Representative Name]
[EU Representative Address]
Email: privacy@nusoko.co.ke

For Kenyan residents, complaints can be lodged with:
Office of the Data Protection Commissioner
Email: info@odpc.go.ke
Website: www.odpc.go.ke

9. Policy Updates

We may update this Returns and Refunds Policy at any time without prior notice to reflect changes in our practices or legal requirements. The updated policy will be posted on this page, and the “Last Updated” date will reflect the latest version. We encourage you to review this policy periodically.

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