1. Overview
SkopeSana ("Shop Sana") is committed to customer satisfaction across all transactions on our multi-vendor marketplace. This Return & Refund Policy governs all purchases made through skopesana.localhost and covers the rights and obligations of both buyers and registered vendors operating on our platform.
All return requests must be submitted through your Account Dashboard under "My Orders" or by contacting us directly at skopesana@gmail.com.
2. Eligible Return Conditions
A return request will be accepted if the item meets any of the following criteria within 7 days of delivery:
Dead on Arrival (DOA)
Product does not power on or function at all upon first use.
Wrong Item Delivered
You received a different product model, color, or variant than what was ordered.
Manufacturing Defect
Verified hardware or software defect present before use, not caused by customer handling.
Incomplete Package
Missing accessories, components, or documentation as listed in the product description.
Significantly Not as Described
The physical product materially differs from the images and/or specifications on the listing.
3. Non-Returnable Items
The following items cannot be returned under any circumstance unless they are Dead on Arrival (DOA):
4. How to Initiate a Return
Log into Your Account
Navigate to account.html → My Orders and locate the relevant order. Click "Report an Issue" next to the item.
Describe the Issue
Select the reason for return and attach clear photos or a short video demonstrating the defect or discrepancy. Evidence significantly accelerates the review process.
Await Approval
Our team reviews the request within 24 business hours. You will receive an SMS/email with the outcome and the next steps.
Ship the Item Back
Once approved, we will coordinate item collection or provide a drop-off address. Ensure the item is in its original packaging with all accessories included.
Receive Your Refund
Once the returned item is received and inspected, your refund is issued within 48 hours via the original payment method (M-Pesa reversal or card credit).
5. Refund Methods & Timelines
| Payment Method | Refund Route | Timeline |
|---|---|---|
| M-Pesa | Direct M-Pesa Reversal | 24–48 hrs |
| Card (Paystack) | Card Credit / Bank Transfer | 3–7 Business Days |
| Cash on Delivery | M-Pesa Transfer to Registered Phone | 24–48 hrs after inspection |
Shipping fees are non-refundable unless the return is caused by a vendor or platform error.
6. Exchanges & Replacements
Where stock allows, we offer a direct product exchange rather than a full refund — particularly for DOA or wrong-item cases. This is often the fastest resolution. Indicate your preference (exchange or refund) when submitting your return request. Exchange deliveries follow the same logistics timeline as standard orders.
7. Vendor Responsibility
All merchants operating on SkopeSana are contractually bound to honour this Return Policy for valid claims. In cases where a vendor disputes a legitimate return, SkopeSana reserves the right to issue a platform-funded refund and charge the cost back to the vendor's wallet balance. Repeated violations may result in vendor suspension.
Need Help with a Return?
Our customer support team is available every day to help resolve disputes quickly and fairly.