Hotsoko Return Policy

(i) Products that are eligible for return can be returned within 3 DAYS from the day the item is delivered or picked up by the customer in accordance with the terms and conditions of this return policy.

(II). Items/item categories that are stated as NOT eligible for return shall NOT be accepted for return under no particular circumstance whatsoever.

(iii). You, the customer will be responsible for returning the item to the seller's premises or to the nearest Hotsoko pick-up station IF THE ITEM IN QUESTION WAS DELIVERED THROUGH A PICK-UP STATION ONLY. For Home deliveries, the customers will have to return the item to the seller's address within the stipulated return period. 

(iv). Items will be eligible for RETURN under the following circumstances ONLY.

  1. Wrong item,
  2. Damaged items,
  3. Defective items,
  4. Incomplete items,
  5. Wrong-size, and
  6. Counterfeit items


  1. We HIGHLY encourage you to confirm the products during pick-up to check for damages, defects, sizes etc. before signing the delivery sheet to confirm that the item  matches what you ordered. Claims of damages, defects, wrong sizes, colors etc. after signing the delivery sheet may be difficult to prove later. 
  2. Ensure items are reported within the shortest time possible to facilitate an easy return process. 

(v). However, the following items/categories are NOT eligible for refund once the seal is broken/tested/used  (even slightly by the customer)

  1. Hygiene & Personal Care Products
  2. Healthcare and Beauty Products, including makeup items, perfumes etc.
  3. Grocery products and perishables
  4. Games and Software
  5. Books & Stationery
  6. Makeup & Skincare Products
  7. Beddings
  8. Occasion-based items such as wedding dressings, hair, and other accessories
  9. Under wears, Lingeries, bra, boxers, leggings, stockings, and other items considered for Private Body part use
  10. Drinks, beverages, and other liquid Consumables

(vi). You are NOT eligible for return for change of mind once the product has been delivered to you or to your selected pick-up station. In case you change your mind on an order before it is delivered. Please feel free to contact our support team via the ticketing system, chat or support email at for a fast resolution.

(vii). All approved refunds will immediately credited to your HOTSOKO wallet and you can spend this amount on any shopping on Hotsoko. However, should you require your funds to be refunded back to your initial origin of funds eg MPESA,CARD etc.  Please contact us via our support channels. Our support team will process this request within 48hrs from the time of your initial request. Once the refund request is initiated, you will receive your funds back to the original source. Note that this will take some time depending on the method of payment that you used. Typically, this may take anywhere between 3-5 business/working days, excluding weekends and public holidays.

(vii). If the your return is not as a result of Hotsoko error, we won't refund the original shipping fee. We will only refund the sum equivalent to the product purchase price.

(Viii). In a situation where you ordered multiple items/products under the same order, ONLY the item(s) that are eligible for return should be returned. eg If you placed an order of a laptop and a phone together and only the phone is damaged, then you may ONLY return the phone BUT NOT the laptop. In that case, you will be partially refunded an amount equivalent to the price of the item being returned.