Return, Refund & Cancellation Policy

1. Overview

At Soketra, we want you to be satisfied with your purchase. This policy explains how returns, refunds, and cancellations work for orders placed on https://soketra.com/, including orders paid via Cash on Delivery (COD). This policy is provided in line with the cooling-off and consumer protection provisions under the Electronic Transactions Act, 2015, and the Fair Competition Act, 2003.

2. Order Cancellations

2.1 Before Dispatch You may cancel your order free of charge at any time before it has been dispatched for delivery. To cancel, contact us at contact@soketra.com or via the phone number/WhatsApp provided in your order confirmation, quoting your order number.

2.2 After Dispatch Once an order has been dispatched, it cannot be cancelled, but you may refuse delivery (for COD orders) or initiate a return once the product is received, subject to the conditions below.

2.3 Cancellation by Soketra We reserve the right to cancel an order due to stock unavailability, pricing errors, suspected fraud, or inability to verify/reach the customer for delivery confirmation. Where an order is cancelled by us, no payment is due (for COD), or any amount already paid will be refunded in full.

3. Cooling-Off Period

In accordance with consumer protection provisions applicable to electronic transactions in Tanzania, you have the right to cancel certain orders within a reasonable period after purchase confirmation, provided the product has not yet been delivered or used. Contact us as soon as possible if you wish to exercise this right.

4. Returns

4.1 Eligibility for Return You may request a return within 7 days of delivery if:

• The product received is damaged or defective
• The product received is materially different from what was ordered (wrong item, wrong size, wrong specification)
• The product is missing parts or accessories described at the time of purchase

4.2 Conditions for Return To be eligible for a return, the item must be:

• Unused, unwashed, and in its original condition
• In its original packaging, with tags/labels attached (where applicable)
• Accompanied by proof of purchase (order number, receipt, or confirmation message)

4.3 Non-Returnable Items The following items are not eligible for return unless received damaged or defective:

• Perishable goods
• Personal care or hygiene items that have been opened
• Items explicitly marked as "final sale" or "non-returnable" at the time of purchase
• Products damaged due to misuse by the customer after delivery

5. Inspection at Delivery (COD Orders)

Because payment for COD orders is collected at the point of delivery, we strongly encourage customers to inspect the product(s) before completing payment, where the courier allows it. If the product is visibly damaged, incorrect, or incomplete at delivery, you may refuse to accept it and refuse payment, and no charge will apply.

If an issue is discovered only after accepting delivery and paying, please follow the standard return process in Section 4 within 7 days.

6. How to Request a Return or Refund

To request a return or refund:

1. Contact us at contact@soketra.com within 7 days of delivery, including your order number, photos of the item/issue, and a brief description of the problem.
2. Our team will review your request and confirm whether the item qualifies for return, along with pickup/return instructions.
3. Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund/replacement.

7. Refunds

7.1 Approved Refunds Once your return is inspected and approved:

• If you paid via mobile money, bank transfer, or card, the refund will be issued to the original payment method or via mobile money transfer, within 7–14 business days.
• If you paid via Cash on Delivery, the refund will be issued via mobile money transfer (e.g., M-Pesa, Tigo Pesa, Airtel Money) to a number you provide, within 7–14 business days.

7.2 Replacement Option Where applicable, you may choose a replacement of the same item instead of a refund, subject to stock availability.

7.3 Return Shipping Costs

• If the return is due to our error (damaged, defective, or incorrect item), Soketra will cover the return delivery costs.
• If the return is due to a change of mind (where accepted at our discretion for eligible items), the customer will bear the return delivery costs.

8. Late or Missing Refunds

If you haven't received a refund within the stated timeframe:

• Check with your mobile money provider or bank, as processing times may vary
• Contact us at contact@soketra.com with your order number, and we will investigate promptly

9. Your Consumer Rights

Nothing in this policy limits your statutory rights under Tanzanian consumer protection law, including your right to raise unresolved complaints with the Fair Competition Commission (FCC) or other relevant regulatory authority.

10. Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page with a revised "Last Updated" date.

11. Contact Us

For all return, refund, or cancellation requests, please contact:

Soketra Website: https://soketra.com/ Email: contact@soketra.com