Buyer Protection
Why it is safe to buy from a shop you found on a live stream.
Buyer Protection
Get what you ordered, or get your money back
Every order paid through the LiveSoko checkout is covered — whichever shop it is
from, and whether you bought it on a live stream or from a product page.
How it works
1 You pay at checkout
With M-Pesa or any method shown at checkout — always through LiveSoko.
2 It reaches you
Open it and check it is what was described.
3 Confirm, or return it
Tell us it arrived safely — or if something is wrong, request a return within 3 days of delivery.
What is covered
- It never arrived
- It arrived damaged
- It is not what was described, or not what was shown on camera
- The wrong item came
- It is counterfeit
What is not
- You changed your mind after the 3-day window closed
- Damage caused after it reached you
- Anything paid for outside LiveSoko — if a seller asks you to send money directly, that money is gone and we cannot get it back
Never pay outside LiveSoko
Not to a till number in the chat, not to a number sent on WhatsApp, however
good the discount sounds. Buyer Protection only covers orders paid through the
checkout. Report anyone who asks
If something goes wrong
Do not confirm the order. Open a return from it instead. The seller has 48 hours to respond. If they do not, or you cannot agree, LiveSoko decides — you never have to chase a stranger for a refund.
Refunds are sent as soon as they are approved, back to the M-Pesa number or card the order was paid with.