Returns and refunds
What you can send back, by when, and how the money comes home.
What you can return
- Anything not as described, damaged, wrong or counterfeit — always, and the return costs you nothing
- Unopened, unused items in their original packaging, where the seller accepts change-of-mind returns
What cannot be returned
- Perishables and fresh food
- Cosmetics, underwear and earrings once opened or worn, for hygiene
- Custom or made-to-order items, unless faulty
- Anything damaged after it reached you
How to do it
Find it under Your orders and choose “Return something”.
Pick a reason and describe it. Detail helps, especially for damage.
They have 48 hours. If they do not, LiveSoko decides.
Sent back as soon as it is approved, to the M-Pesa number or card you paid with.
Who pays the return delivery
If the item was wrong, faulty, damaged or not as described, the seller does — it costs you nothing. If you simply changed your mind and the seller accepts that kind of return, the return leg comes out of your refund.
Common questions
I confirmed receipt and then found the problem
Contact support with your order code. Confirming releases the money, so it is harder to resolve — but inside the 3-day window we will still look.
The seller is not replying
After 48 hours the case escalates to LiveSoko automatically. You do not need to chase them.
Can I exchange instead of getting a refund?
Yes, if the seller has the replacement. Ask for it in the return description.
How long does a refund actually take?
We send it as soon as it is approved, to the M-Pesa number or card you paid with. How quickly it then shows depends on M-Pesa or your bank.